Dear Neighbours
6500 decorations could definitely be the cause, especially if your friend is using a lower end device
Forum Discussion
JEBUS *!
You are now ready to chat with Amlan.
Amlan: Thanks for contacting EA Customer Experience, my name is Amlan. How may I assist you today?
Amlan: Hello, How are you?
you: Hi I have an open case with you but I haven't heard anything and there's nothing new on the case file can you tell me what is happening with it my neighbours all say that can not access my town their game crashes every time
you: 14482989 is my case number
Amlan: Would you mind holding for a minute while I find some relevant information for you?
you: Yep
you: Are you still there
Amlan: Yes.
Amlan: I am sorry as it is taking longer than expected. Do you mind holding for a minute while I find some relevant information for you?
you: No it's fine
Amlan: As I have checked there is everything is fine with your account. I apologize for the inconvenience caused. As your chat has landed on the wrong queue please stay on line while I can transfer your chat to the proper queue.
you: Ok
you: My account can't be fine if none of my neighbours can visit my town and it crashes all their devices
Amlan: Okay.
Please wait while we get this chat session where it needs to go.
You are now ready to chat with Billy Lee.
Billy Lee: Thanks for contacting EA Customer Experience, my name is Billy Lee. How may I assist you today?
you: Hi have a open case with you
you: 14482989
Billy Lee: Thank you for the info.
you: The problem is none of my neighbours can visit my town for the past 3 days, they say everytime they try to access my springfield their game crashes, they are able to visit my krustyland but not my springfield
Billy Lee Nice to meet you Lucy and thank you for providing the info.
you No worries
you So I was told last night this issue was being passed to tier 2 tech team and they would contact me by email but I haven't heard anything and there was nothing new on the case page address I was given
Billy Lee Have you tried to do any troubleshooting steps for this issue?
youLike what? I can get onto my game fine, the issue is none of my neighbours can visit me, what can I do about that
youAlso my game hasn't updated like everyone elses at present there should be a donut sale with the Gil character I don't have this update
Billy LeeThank you for that note.
youIf you mean trouble shooting like deleting and redownloading the app etc then yes i've done that, but not sure how that would help the issue with my friends visiting me if my game is working...
Billy LeeThank you for that note.
Billy LeePlease give me a few minutes here as I may need to consult our specialist with regards to your issue.
youOk
Billy LeeHello! Does your friends/neighbours receive any error message on their end?
youNo they said it gets to the splash page with the donut spinning, the donut gets stuck and their game closes
Billy LeeThank you for the info.
Billy Leewere you able to visit them?
youYeah
youAnd they can visit my Krustyland from the neighbours screen but not my Springfield
Billy LeeThank you very much for the info.
Billy LeeWhen your neighbors go to KL, then click on the bus, can they go to your SF then?
youUm I have to wait for someone to reply to me but I don't think so
Billy LeeAlright.
youtrAh one of them said they tried that earlier and it didn't work but they will try it again now
Billy LeeI see, thank you for the info.
youHe said no same problem
Billy LeeThank you very much.
Billy LeeSo, your friend receive this issue when he tries to visit your SF, how about on his other neighbour's SF?
Billy LeeDoes the same issue occurs?
youIt's not just one person it's all my neighbours I must have recieved 10-15 messages regarding it on the forum
youAnd they say it's just mine
youBut they are all having the same issue on various types of devices
Billy LeeThank you for the info.
You are now ready to chat with Amlan.
Amlan: Thanks for contacting EA Customer Experience, my name is Amlan. How may I assist you today?
Amlan: Hello, How are you?
you: Hi I have an open case with you but I haven't heard anything and there's nothing new on the case file can you tell me what is happening with it my neighbours all say that can not access my town their game crashes every time
you: 14482989 is my case number
Amlan: Would you mind holding for a minute while I find some relevant information for you?
you: Yep
you: Are you still there
Amlan: Yes.
Amlan: I am sorry as it is taking longer than expected. Do you mind holding for a minute while I find some relevant information for you?
you: No it's fine
Amlan: As I have checked there is everything is fine with your account. I apologize for the inconvenience caused. As your chat has landed on the wrong queue please stay on line while I can transfer your chat to the proper queue.
you: Ok
you: My account can't be fine if none of my neighbours can visit my town and it crashes all their devices
Amlan: Okay.
Please wait while we get this chat session where it needs to go.
You are now ready to chat with Billy Lee.
Billy Lee: Thanks for contacting EA Customer Experience, my name is Billy Lee. How may I assist you today?
you: Hi have a open case with you
you: 14482989
Billy Lee: Thank you for the info.
you: The problem is none of my neighbours can visit my town for the past 3 days, they say everytime they try to access my springfield their game crashes, they are able to visit my krustyland but not my springfield
Billy Lee Nice to meet you Lucy and thank you for providing the info.
you No worries
you So I was told last night this issue was being passed to tier 2 tech team and they would contact me by email but I haven't heard anything and there was nothing new on the case page address I was given
Billy Lee Have you tried to do any troubleshooting steps for this issue?
youLike what? I can get onto my game fine, the issue is none of my neighbours can visit me, what can I do about that
youAlso my game hasn't updated like everyone elses at present there should be a donut sale with the Gil character I don't have this update
Billy LeeThank you for that note.
youIf you mean trouble shooting like deleting and redownloading the app etc then yes i've done that, but not sure how that would help the issue with my friends visiting me if my game is working...
Billy LeeThank you for that note.
Billy LeePlease give me a few minutes here as I may need to consult our specialist with regards to your issue.
youOk
Billy LeeHello! Does your friends/neighbours receive any error message on their end?
youNo they said it gets to the splash page with the donut spinning, the donut gets stuck and their game closes
Billy LeeThank you for the info.
Billy Leewere you able to visit them?
youYeah
youAnd they can visit my Krustyland from the neighbours screen but not my Springfield
Billy LeeThank you very much for the info.
Billy LeeWhen your neighbors go to KL, then click on the bus, can they go to your SF then?
youUm I have to wait for someone to reply to me but I don't think so
Billy LeeAlright.
youtrAh one of them said they tried that earlier and it didn't work but they will try it again now
Billy LeeI see, thank you for the info.
youHe said no same problem
Billy LeeThank you very much.
Billy LeeSo, your friend receive this issue when he tries to visit your SF, how about on his other neighbour's SF?
Billy LeeDoes the same issue occurs?
youIt's not just one person it's all my neighbours I must have recieved 10-15 messages regarding it on the forum
youAnd they say it's just mine
youBut they are all having the same issue on various types of devices
Billy LeeThank you for the info.
