Reply to support ticket on same day!

• 06/04/2018 at 11:24 AM #72198
  Vonasi

  This morning I sent in a Support Ticket from my demo platform because a system was stopped and there was no rejected order or reason why given. I was astounded to receive a reply within a couple of hours from IG.

  Now that is more like the service we want – even if the problem has not yet been fixed!

  This was the reply:

  It seems we are currently experiencing some issues on our demo accounts where chart data isn’t being updated. This would be the reason your system might have stopped as the market you have requested is no longer available.

  Our incident team is aware of the problem as it is affecting all demo accounts and we hope to have it resolved as soon as possible. The reference for the incident regarding our demo accounts is INC0240466.

  We apologize for  any inconvenience caused.

  If you have any further queries, please do not hesitate to contact us. Alternatively, we’ve recently launched our new Help & Support site which gives you answers from our huge knowledge-base, online community, and education hub.

  Kind regards,

  Marcy Ueckermann

  Trading Services

  IG

  

  Vonasi

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  06/04/2018 at 1:13 PM #72210
  random45689

  Hi Vonasi that’s great/never been an issue with IG support if you ask me – the problem is the PRT->IG->Client chain trying to get a complex issue resolved and I think that issue was IG’s side anyway so they were quick to reply

  I logged into IG dashboard this morning UK time 5AM (am abroad at the mo/don’t usually get up that early!) and latest bar was the Friday close – and PRT wouldn’t load up any charts – all started working again about 7AM UK time

  Spoke to IG support and they confirmed there was an issue but only with the demo side of things but I could have sworn I was seeing it on the live side too but must be wrong as they rightly said the phone would have been ringing off the hook if that was the case

  On another note/closely related – anyone else experience the ‘outage’ hour or so ago? Demo and live PRT ProOrder showing as not connected – couldn’t do anything – when the lights came back on Auto strategy stopped – position still open with IG – no stop order… 🙁

  IG phone support confirmed there was a (major?)  issue PRT’s end and currently investigating what happened and who affected etc.

  Was told it was ‘only’ out for about 5 minutes… (!)

  

  random45689

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