SIMS 4 don't download

Hi

My daughter have played SIMS 4 for almost 1000 hours. Suddenly one day one of the add-ons stopped when updating, and after that we have been stucked. I deleted the game I tried to download it again, but I get an error message every time. All other games in the library are possible to both deletea and download again. Can someone suggest what to do?

I have been in contact with the support team 4 times and they have closed the ticket everytime without any communication or action from their side.

BR/Lars