FxPro’s Response to Server Downtime.
Here’s FxPro’s response:
We would like to inform you that there was a temporary disconnection of services experienced by a number of our clients on Wednesday 21/01/2009 between 03:45hrs and 08:30hrs due to external circumstances beyond our control.
Connection problems are extremely rare to a high profile company such as FxPro as we always do everything humanly possible to foresee any possible circumstances such as today that are outside of our immediate control.
I am happy to inform you that not only is the problem now rectified and normal trading has resumed, we are also initiating an investigation into the failure so that we can minimise the risk of situations like this happening again in the future.
With that in mind, any clients who had pending orders set to execute at a price which was missed during the disconnect should email our dealing desk at dealing@fxpro.com immediately with their ticket/deal number so that we may investigate the trade and make any necessary corrections that may be required.
If you require any further advice on this matter please feel free to contact me directly via email on Vincent.Lee@FxPro.com or by telephone on +357 25 969 225.
Kindest regards,
Vincent Lee
Customer Service Manager
It appears I didn’t loose as much as originally reported because I did call the dealing desk and had them close all my open tickets. So I still have losses (1,600 vs 2,200), but balance is around 8,200 as oppose to 7,600 so hopefully tonight I can make up for my losses and get back to my goal. Hey at this point I’m just glad I was around monitoring my trades when this happened.
Lesson learned, always have the number to your broker’s dealing desk, of course their phone lines were swamped, as I tried calling 5 minutes after closing my tickets and you couldn’t even get thru.