PRT please reply!!!

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Viewing 15 posts - 1 through 15 (of 20 total)
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  • 04/25/2018 at 9:47 AM #69124
    Despair

    Again I reported several problems. Strategies were stopped (one even with a loss that now would be a nice winner), some even without error message.

    I also reported missing data. And AGAIN no reply, not a single line!!! I’m really fed up with this! Why can’t this company behave professionally? Last time it was the same, I received a reply to my report over a week later. After so long time I could hardly recall what happened.

    PLEASE step up your game!

    P.S.: I even wrote in my report which I send monday that I will wait until wednesday and then write a post in the forum. Because before I write here never something seems to happen. And exactly so it came…

    2 users thanked author for this post.
    avatar Andre Vorster, avatar GraHal
    04/26/2018 at 8:00 AM #69192
    Maria PRT

    Hello Dispair,

    Our technical team is analyzing the data errors and stopped strategies.

    We will contact you back today.

    Best regards,

    Maria

    1 user thanked author for this post.
    avatar Despair
    04/26/2018 at 5:20 PM #69234
    Despair

    You guys are working late. 18:18 and no answer so far…

    04/26/2018 at 7:30 PM #69240
    Vonasi
    Despair wrote:

    You guys are working late. 18:18 and no answer so far…

    Patience is a wonderful thing.  🙂

    Maybe I have been on GMT too long? That is Greek Maybe Time.

    04/26/2018 at 7:52 PM #69241
    Despair

    I’m really not impatient. The reported error I’m reporting again and again now for MANY weeks (not to write months). So a solution is way overdue. And as I wrote above, if I don’t complain openly on the forum they don’t seem to answer at all. So I’m sorry that everybody has to suffer through all my complains but it seems to be the only way to make the reply at all.

    Another reason I want an answer is because this error occurs every monday. Well and tomorrow is friday and next trading day afterwards I face the situation again!

    04/26/2018 at 8:25 PM #69248
    Vonasi

    Are you an IG customer using PRT or an PRT sponsored IG customer?

    A far as I understand if you are the former then your report goes to IG who have to pass it on to PRT whereas with the latter it goes straight to PRT. I noticed a massive improvement in customer service when I changed to a PRT sponsored IG account – unfortunately the new IG account was a completely unusable risk limited IG account.  You win some you lose some. So back to my old account it is and I imagine that I will be joining you on here asking for a response!

    I’m sorry if my little joke about GMT made you feel that I was implying that you were impatient. I have worked in customer service (for my sins) in a previous life in various jobs and I quickly learnt that if a customer complains or moans a lot or throws their toys out of the pram then they generally get worse customer service than someone who is polite but persistent. An ‘I say old chap this does seem to be taking a jolly long time but I can wait’ everyday normally works better than ‘Oi you! Are you actually doing anything?’ 🙂

    But I must just say – PRT this does seem to be taking rather a long time old chaps? I do bally well look forward to a solution jolly soon on Despairs behalf. There will be a cup of tea and a packet of biscuits in it for you if you can get it sorted ASAP. (bribery works wonders too for good customer service!)

    p.s your buying the tea and biscuits.

    04/26/2018 at 8:40 PM #69249
    Despair

    Hahaha you are probably very right.

    But sadly I’m customer of PRT direct but obviously it doesn’t help in my case. 🙂

    It is just so very tiring because it seems all so inefficient. First it takes a week to get a reply and then this is often only stating some known facts. I’m debugging computer programs all day and I can’t imagine that with access to the server, log-files and so on it is so difficult to debug this. It is such a simple reoccurring pattern. Every bloody week in the night from sunday to monday several strategies running on daily bars are stopped. This happens somehow because PRT and IG are not in sync.

    The problem only affects underlyings that have an extended trading session (trading on sunday and so on). For example strategies running on future contracts that only trade the regular session don’t have this problem.

    So is it so impossible to sit down and have a close look what is happening there every monday at 0:00?

    04/26/2018 at 10:55 PM #69255
    Despair

    Now I want to be fair to acknowledge that I actually received an elaborate answer. So obviously somebody was really working late! Thank you so much!

    04/26/2018 at 11:01 PM #69256
    Vonasi

    It was the promise of tea and biscuits – see I told you so. 🙂

    1 user thanked author for this post.
    avatar GraHal
    04/28/2018 at 7:41 AM #69324
    Vonasi

    Despair – you must have jinxed me! Two of my demo strategies are now showing ‘Stopping’ – D’oh!

    04/28/2018 at 1:38 PM #69344
    Despair

    Sorry for that. 😉 Are this strategies running on daily bars?

    04/30/2018 at 7:36 AM #69405
    Vonasi
    Despair wrote:

    Are this strategies running on daily bars?

    One is daily FTSE100 and the other is 4 hour DAX.

    04/30/2018 at 9:36 AM #69417
    Despair

    I have also one stopped strategy today leaving 4 open positions behind in the market! The strategy was stopped because of external interference but I have sure as hell not interfered. It must have been PRT (they did so before). I reported this and wait for answer…

    Vonasi: What error did you get on your stopped strategies?

    04/30/2018 at 10:27 AM #69422
    Vonasi

    Mine has a mass of rejected orders  because of ‘The market you have requested is no longer available on-line’.

    Never seen that before. Both strategies closed the positions – one for a big loss and one for a tiny profit. Luckily both on demo. I will probably send a report when I have a little more time.

    04/30/2018 at 10:34 AM #69426
    Despair

    Was this maybe on a futures contract that expired last friday? Though I think I had exactly this error last monday and PRT answer that it was a new problem. Please report the issue!

    Then what happens on a demo account doesn’t count for me. There are a lot of strange errors that usually don’t happen on live accounts. For me this was so severe that I stopped using the demo account completely.

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