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Hello Nut,

Thank you for contacting Electronic Arts Worlwide Customer Service.

I apologize for the inconvenience caused to you this far but don't be worry I'll be more than happy to assist you. To investigate your issue we will start from normal steps first. Please try following the troubleshooting steps mentioned below:

How to Power Cycle a Modem and Router:

Process:
1. Unplug their modem and router for one minute.
2. After one minute has passed, plug back in the modem.
3. Next, have them plug the router back in.
4. Then have them try logging into the game or service again.

Bypass a Router:

Process:
1.Please disconnect the ethernet or LAN cable from the back of their router.
2.Unplug the modem's power.
3. Turn off the computer or console.
4. Please plug the ethernet or LAN cable directly into their computer or console.
5. Turn the modem back on.
6. When lights on the front of the modem begin flashing again, turn the computer or console back on and test the connection.

If power cycling and bypassing the router does not work please opening/forwarding ports. Please enable the following online ports on your connection, if you can't enable the online ports for your pc please contact your router manufacturer for details and instructions.

TCP: 80, 443, 9988, 20000-20100, 22990, 17502, 42127

UDP: 3659, 14000-14016, 22990-23006, 25200-25300

After the troubleshooting steps, go back online and try to redeem the product code if it's okay or you still have errors and then contact us back so we can assist you further.

Please also provide the product code you've purchased together with proof of purchased or receipt.

To attached file in your ticket please visit the link provided below and follow the instructions.

https://help.ea.com/article/how-to-attach-a-file-to-your-ea-help-ticket

We looking forward hearing responce from you.

Your patience is highly appreciated while resolving this issue.

If you need anything else please feeel free to contact us again.

Regards,

Georgina
Electronic Arts- World Wide Customer Experience