Unable to connect to servers x 2weeks/ea says no clear connection/account issue [ Edited ]

[jasglockk]

Hey everyone

2nd time making a post on this issue

I've been unable to connect to fc 24 servers with no apparent explanation on PS5. 

Nothing point towards a connection-related issue:

Able to connect on Madden UT from the same ea account 

Able to connect to fc 24 servers from another made up ea/psn accounts

I've tried the following troubleshooting 

-LAN, Mobile hotspot, manual DNS, turning my router on/off (my ISP has a score of 97 in Canada)

-ran my PS5 in safe mode to delete cache, restore default settings

-deleted personal saved data, uninstalled/reinstalled the game

-multiple changes to my account made by ea advisors - according to them my account seems normal, hence the reports sent to the game team

-discussed w/ PS support and they did not report any issue on their side

-ISP does not identify any particular issue on their end as well

I also have no ban history and I'm able to have access to the Web App/Companion from my account.

Seemingly I won't be able to have access to my UT account content anytime soon as I have no follow-up on how the "reports" are being processed by the game team

If anyone has any experience with this issue, your help would be greatly appreciated!

All the best

[EA_Aljo · Accepted solution]

Hi there, @jasglockk 

It looks like this might be account related. Please open a case here with an advisor so they can assist with this. Thank you.

[EA_Aljo · Accepted solution]

Hi there, @jasglockk 

It looks like this might be account related. Please open a case here with an advisor so they can assist with this. Thank you.

[Kumardeep1993]

 i am also facing the same issue. Checked the connection quality. it is good. So not getting the chat or email option. Could you help me to raise ticket for the same?

[jasglockk]

Hey!

Thanks for your answer.

Unfortunately, I’ve opened multiple cases and spoke to ea advisors via chat/email

I’m up to around 3-4 reports they’ve sent to the game team but haven’t heard about the progress of these requests ever since.

I was told that my account seemed to be fine, as well as my connection.

The best I was told was to wait as there would « eventually » be a fix. I think the minimum would be to provide me with some sort of follow-up about the situation. 

[EA_Aljo]

I'm sorry to say, you will need to continue working with an advisor as this is an account issue. I see you have multiple cases so I don't recommend creating any more. Since your cases are currently waiting on a response from you, they are not with the game team. My best advise is to resume one of your cases that are waiting for a response and get in touch with an advisor again. They need to transfer your case to the appropriate team.

[jasglockk]

Hi again, 

I've spoken to advisors for over 2 weeks almost on a daily basis - and despite everything they have tried on their end nothing has worked. 

I would appreciate if this could be addressed on an individual basis, as no one is able to point towards either a connection or an account-related issue - and again the fact I'm able to connect to the FC servers from another EA account w/ no ISP restriction is enough to prove that the issue is from the company's end. 

I have purchased in-game content and it is not acceptable that I'm prevented from accessing it because of an issue that does not depend on me.

[EA_Aljo]

@jasglockk 

Since you can connect on another account just fine, that means this is an account issue. We can still go through some troubleshooting though.

Did you try a wired connection? 

Try deleting the personal saved data for FC 24. It's possible you could lose any offline saves and changes to settings. Normally, those will download from the cloud, but I can't guarantee that will happen. Go to Settings/Storage/System. Locate FC 24 and delete the saved data.

[jasglockk]

Hi again, 

Thanks for your answer.

I had previously switched my PS5 to wired connection and it didn’t fix the issue. Also deleted personal saved data multiple times and it didn’t yield anything. 

I guarantee I’ve exhausted the vast majority of troubleshooting steps - I listed most of them in my initial post. 

I still believe this requires attention from the game team on an individual basis - otherwise I genuinely don’t see how this would be fixed

[EA_Aljo]

@jasglockk 

I agree this is an account issue. I'm very sorry to say, there is nothing I can do to help with this. You'll need to again contact an advisor for assistance. It looks like you still have a case waiting for a response so it would be best to contact the advisor again through that case.

[Okanitto]

Same thing started happening to me and I have tried the same steps you did to fix it but it doesn’t fix. My cabled and wireless connections are both very good but can’t access fut. I have spend money on that account. I can play apex and the other ea games. Please help