2 months same error report. No one from ea has an answer.

codyrhwhit355  I honestly think you should continue your journey with EA support.
A question and a curiosity: can the chat assistants access your city? I think it's the first test they have to do and if they can access it then you should be able to do it too and the problem is to be found elsewhere (and we'll see what to do later); if they can't do it either, then there's a problem with the online save and they have to solve it remotely!