@firequeen76 Moving the Sims 4 user folder to allow the game to create a new one is always a useful troubleshooting step. You can also rename the folder instead of moving it—as long as it's not called "The Sims 4," the game won't be able to find it. If you do delete it, make sure you don't delete any saves or other files you'd like to keep, for example the contents of Tray (saved households and builds) or the UserSetting.ini file (login rewards).
If that doesn't help, does your computer have wifi? You could try setting your phone as a mobile hotspot, using data rather than your home network, to see whether the problem is the connection. Even if you have a relatively small data allowance, this test shouldn't use too much of it.
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