Demo PRT Issues/Unusable

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  • 10/05/2018 at 6:54 AM #81970
    random45689

    Can anyone else please confirm their demo PRT is currently unusable? Other than my strategies crashing out with insane gains/losses and a number of strategies stuck in ‘stopping’ mode (hence all forward testing basically ruined) the platform is running like a snail stuck in mud – I don’t know if this is perhaps due to my being abroad at the mo as I have had weird issues accessing other broker platforms due to not accessing from within the UK

    I have both IG UK and IG AUS accounts and yesterday when this started the AUS PRT Demo was just about usable but the UK PRT Demo totally stuck and using up all my CPU bringing my machine to a general standstill but today it seems the AUS PRT Demo is experiencing the same sluggishness and is practically unusable

    I contacted IG’s chat support an hour or so ago and was basically told there are issues with the demo and the tech team are working on it but the issues are PRT’s end not IG’s so there’s not much they can do about it and then that old chestnut about demo being of low priority blah blah

    I do not think this is acceptable with such a serious issue resulting in being unable to use the PRT Demo that how could we be expected to use PRT Live so asked if we could expect any potential charges for PRT as per the 4 trade minimum to be waived this month but was told that PRT live was working fine (although the support guy seemed to let slip there were some issues with PRT Live too) so any charges would still apply but I could always sign up for another IG account and activate the free trial for PRT… hmmmm not impressed… a few choice words later I was then directed to the IG complaints page to complain to the FOS…

     

    10/05/2018 at 9:09 AM #81985
    GraHal

    Sorry to hear about your latest problems Max, it’s all difficult enough without added challenges from the Platforms etc?

    Apart from insane gains showing on two of my Systems my Platform appears to be running okay.

    I guess you know that if you stop a System when a market is closed then that System shows as Stopping until the market opens and it then the System stops fully.

    Have you tried closing all and reopening just one Platform to see if any improvement on any of the Issues?

    10/05/2018 at 9:54 AM #81991
    random45689

    Hi GraHal – surprise surprise they’re both working fine now so I guess it needed someone at PRT to flick a switch when they came in this morning and the issue most probably happened after everyone left yesterday… no out of hours support even for the low priority demo side of things? Really it begs belief the level of support at ITF long casual wine fueled lunches or not is no excuse for a financial trading platform provider to carry on like this

    I’m only working on major FX pairs at the mo EURUSD GBPUSD AUDUSD USDJPY so markets werent closed but yes know about what you’re saying – this was all to do with whatever the *** happened yesterday

    Things are in a right mess with my strategies and a week or so of forward testing totally messed up and unreliable now… not happy

    oh and yes of course opened/closed platforms many times albeit it took up to 10 mins or so to do and was only able to use the AUS PRT anyway so only had one open

    10/05/2018 at 10:34 AM #82006
    Nicolas

    I encourage everyone in this topic to remain polite, courteous and respectful. Thanks in advance.

    10/05/2018 at 10:58 AM #82013
    random45689

    Hi Nicolas – have you any insight into what happened yesterday until this morning and the issues that have been happening for months or even why the Demo side of things is treated with such low priority and why ITF have no out of hours support please?

    As has been pointed out by others it is necessary to be able to create and test strategies in the demo PRT in order to have the confidence to run them live before we can have any hope of giving away our money to IG/ITF so why such disregard for the demo side of things please?

    The long lunches in France comment relates back to previous conversations on here as to why we should accept things don’t always happen now now now and we were all in agreement on this and patiently politely accept it as such long leisurely breaks are well known about and all credit to the French great work life balance for sure but it doesn’t really lend itself very well to the high paced financial arena as it were especially with the chronic issues with PRT so I don’t see anything wrong with pointing this out and no insult was meant but of course apologies if it comes across that way – basically have you any better explanation please?

    10/05/2018 at 11:18 AM #82019
    Vonasi

    I think we all have to keep in mind that this is an independent website about PRT that just happens to have a presence from PRT themselves in that they monitor one of the forums to try to help with issues. It is not how we should first try to get problems solved. We should send in reports and hope that they get to the right person. Unfortunately this is where our problems sometimes hit a brick wall as if the report goes to IG then due to their lack of importance given to demo it seems that quite often nothing happens. If the report goes to PRT and it turns out to be an IG issue then the same brick wall is hit. It is easier for IG to blame it on the independent platform and then close the case than fix the problem on the low priority (to them) demo platform. PRT are either left in the dark or left trying to get IG to fix something that IG think is not important.

    Sometimes (like for example if you have been waiting for 57 days for a major problem to be fixed) then frustration can creep in and might be vented on here. It doesn’t help much as we are just shouting at PRT and PRT are in the hands of IG – but it does make us feel a little better I guess.

    I have tried venting my frustration on the IG forum but after the usual ‘demo is not important to us’ reply nothing else happens.

     

    1 user thanked author for this post.
    avatar GraHal
    10/05/2018 at 11:36 AM #82024
    random45689

    Yeh I don’t often use the IG Community but went on there yesterday due to all the Demo PRT issues and recognised a couple of user names I think I can guess who they are talking about the same issues as on here 😉 and yes nothing but dead air/brick walls eh… and there’s not even much about PRT on there really

    All said is quite correct and nobody is bashing anyone on here just pointing out the obvious but ITF have a presence on here now and for their sake I really think they should be sitting up and taking things seriously and stop posting the canned response to send in a report – for crying out loud they could just knock up a few random demo strategies themselves and see for themselves first hand the variety of issues we are all experiencing is that really that hard? They have no Stress Testing Department or whatever the term might be? To be honest I am totally lost who is to ‘blame’ between IG and PRT but how long can this ‘relationship’ last I wonder with this carry on that hasn’t changed in best part of a couple of years+ now – I see the same usernames posting on here (not many to be honest and numbers seem to be steadily dwindling and some as we know leaving on not the best of terms unfortunately due to their utter frustration and ummmm ‘despair’ with PRT) with the occasional new name popping up that it doesn’t give me an impression of a strong user base support for PRT/IG…


    @Nicolas     – I am obviously not in anyway ‘holding you responsible/accountable’ or anything even close to that but would appreciate if you could voice your thoughts or any insight/knowledge you would be willing to share re: my questions above please? Merci beaucoup

    10/05/2018 at 1:42 PM #82054
    Vonasi
    MaxT wrote:


    @nicolas     – I am obviously not in anyway ‘holding you responsible/accountable’ or anything even close to that but would appreciate if you could voice your thoughts or any insight/knowledge you would be willing to share re: my questions above please? Merci beaucoup

    Not wanting to answer for Nicolas but I know for a fact that he is in very regular communication with PRT – but he is in the same situation as all of us as he has no way to make IG take demo seriously. This situation is I imagine as frustrating for Nicolas as it is for all of us and for PRT.

    Nicolas set up this web site so that we could all share ideas, thoughts, code, indicators and strategies and have a place to improve our trading and use of PRT. I’m sure he had no wish to create a place for us all to moan and groan and complain. Unfortunately IG’s lack of interest in demo means quite a lot of this is unfortunately creeping in recently.

    10/05/2018 at 2:09 PM #82059
    random45689

    I just got off a half hour+ online chat with Marcy at IG support SA (he’s dealt with a number of issues with me over the last few months not always resolved mind you) about the fact my PRT Demo is still very sluggish but after a Java cache clear ‘seems’ to be behaving itself a bit better but is still eating up most of my CPU (i7 2.20Ghz) and he of course said the exact opposite something along the lines of “as PRT is a third party application unfortunately we have very little ability to deal with or have any control over issues and have to wait on ITF for resolutions…”

    So which is it?

    Of course he also said he hadn’t heard about any of the issues I told him about whilst we were chatting/waiting on PRT to close/open/reopen and I directed him in the direction of these forums but he said as this was not exclusively for IG customers they could not respond to anything on here and it would be best if I submit a… yawn… (and of course I was not asking him to respond to anything just READ the forums and get themselves clue’d up on what users are experiencing with PRT IG clients or not)

    Also I remember now whilst chatting with Vijay at IG international Support (asked him if he was AUS support as that was the site I contacted them from but that was his response) this morning around 4AM UK time said it was a known issue with PRT and the matter was out of their hands and they were waiting on PRT to resolve the issue which as I asked/assumed wouldn’t be any time before ITF arrived in the office French time


    @Nicolas     if you are in good communication with ITF (I thought you/this site was independant and had stated such many times but I guess things have changed/I haven’t been keeping up) perhaps you could please shed some light on what happened yesterday until this morning and answer any/some of my questions above please?

    10/05/2018 at 2:18 PM #82065
    random45689

    oh and I forgot to add he suggested I raise my concerns with IG’s most senior TSIT manager named Christi whom I’ve also come across before and am due to have a chat with him today/Monday so we’ll see what comes of that – at the end of the day I’m not looking to oust either party as the ‘problem’ I want to fathom out if we are likely to be forever getting this smoke and mirrors approach and just jack it in with PRT once and for all or if there is any hope for stability and reliability with both parties actively acknowledging the issues and proactively collaborating on whatever is going wrong and getting it sorted out

    10/05/2018 at 2:37 PM #82070
    GraHal

    I’d be chomping at the bit to send in Technical Reports if there is /was a system which allows me to follow progress (or even lack of).

    There is not even a Ticket ID sent as acknowledgement and when IG do reply its like smoke and mirrors to suss out which Technical Report they are referring to as of course their emails do not copy in the original Tech Report information etc.

    But hey I am repeating what I said nearly 3 years ago and nothing changes!?

    I have thought about starting my own log on excel and giving my Tech Reports their own unique  ID (only wish I’d copied all I have sent in) and then copying in IG responses and lack of etc.

    At least then I would feel like I had a handle on it and not wasting my time sending in Tech Reports to a black hole?

    Maybe we should start a joint Technical Report log?  I’ll host it on my google drive? Now there’s a positive idea??

    10/05/2018 at 3:25 PM #82076
    random45689

    Well reminded – the fact that the IG’s emails have no thread to the conversation is nothing short of a total disgrace for such (any) an organisation and will bring it up and of course the other issues with Christi when I speak with him

    Yeh tell me about it I just went through one by one all my posts to find that thread I just posted about and somewhat disheartening to be ‘listening’ to myself all those years ago going on about the same issues… good suggestion though and of course very positive GraHal but why should we be doing the work for IG/ITF? They get our money (or mine at least anyway and quite a fair amount of it taboot) that I think we’ve done just about enough of ‘playing nice’ and worrying about offending anyone or ‘getting in trouble’ lest we step on anyone’s toes approach and forgiving them for everything under the sun trying our best to be nice and never endingly patient coming up with great ideas and workarounds ourselves – yes we all know shouting about it doesn’t get anyone anywhere but sticking ones head in the sand pretending nothing is going on doesn’t get anything done either

    Nicolas – I can’t understand why you won’t reply to my questions – as a link between ‘us’ and ITF surely you could shed some light on what happened yesterday please?

    10/05/2018 at 3:44 PM #82079
    GraHal
    MaxT wrote:

    good suggestion though and of course very positive GraHal but why should we be doing the work for IG/ITF?

    Because it may move us forward on some of these annoying Issues and get us nearer to making money or at least get a working set of tools we can rely on?

    Also if we have a joint Technical Report Log then it should save us all time by not repeating the same Issues? Unless of course it would be prudent to send in repeats to show IG / PRT how big an Issue it is? Of course then we can just copy and paste the Issue Description from the Log.

    I think I’m talking myself into the joint Log … we can try anyway?

     

    10/05/2018 at 3:55 PM #82081
    Vonasi

    ‘GraHal – Keeper of the Technical Report Log’. I think I’m liking your new job title. We’ll have to get you a uniform and maybe a cap with a peak and a badge on it to make it more official if you keep volunteering for all these things!

    Moderators all get a hat. It has a motto inscribed on it – it says ‘If all seems hopeless then just tidy something up!’

    10/05/2018 at 4:08 PM #82084
    random45689

    I can’t recall which issue it was now but long time back I suggested something similar along the lines of what’s the point of everyone submitting the same issue and bombarding PRT (not ITF/they’re “Level 2” support now as I understand from what Nicolas just said) when their time could be better spent sorting the issue than dealing with an avalanche of tickets but was shouted down and told to submit a…. double yawn…

    Isn’t this site effectively a fault log? ummm I mean it really already is isn’t it?

    Hope I’m not talking out of turn here/missed something but how come you’re not a moderator GraHal? I thought it was only PRT (not ITF) staff that were moderators but see Vonasi is a moderator (congrats/how come?) – anyway you should be a co-founder GraHal!

    Please @Nicolas could you oblige me with some insight into what happened yesterday or am I flogging a dead horse here… 🙁

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