My Letter to FxPro about the connection lost.
This time connection was lost at 9:30 EST for 5 minutes. Lost $250. Can someone please tell me what FxPro is doing during trading hours to warrant disconnection daily. I need to decide whether I’m going to stay and recommend FxPro or find another broker with more reliable service. I’m hearing consistent stories for forum members related to disconnections around these times, but there seems to be an hour window when it occurs, so it’s hard to predict when this will happen.
Information would be helpful.
Jamie
From: Jamie Powell [mailto:jamie@powellvu.com]
Sent: Wednesday, January 21, 2009 12:32 PM
To: ‘angela.hall@fxpro.com’; ‘dealing@fxpro.com’
Cc: ‘Vincent.Lee@FxPro.com’
Subject: CONCERNS RE: connection Problems
Importance: High
I’m very concerned at the issue.
I would like to hear back as to what the actual issue was, once determined.
I would of thought a company such as FxPro in their position would have had redundancy in place. Ie. Redundant servers with multiple pipelines. The fact that it appears all your server connections failed was very concerning.
Your website still showed the servers and data center as being connected and in the green. So that status is not providing real time status.
Lost $2,200 because I couldn’t see the real time values and couldn’t stop the trades. The phone lines were unresponsive, just rang then dropped the call. When it connected, an automated message essentially said sorry no one can help you, try later. Definitely not a position you want your traders to be in. I’ve heard on the forums, the telephone support is very frustrating even on a normal day because of the same issue.
The other issue I need clarification is on the forums, people are screaming about issues with FxPro loosing connection EVERY evening around 9pm USA EST “they are recycling their servers?” . This is about a 15 mins disconnection. Why can’t this be done during NON-Trading hours. When I talk to FxPro support, they act like there’s no problems and servers are up and running, support seems they are not even aware that you are recycling your servers. I’m assuming when they say recycling that means rebooting?
Can you please respond to these concerns.
1) Website doesn’t show realtime status of server connections
2) No redundancy for connections and servers
3) Unable to contact anyone via Telephone
4) Clarification on why connection is consistently lost for about 15mins ~9pm EST
5) What caused the actual connection loss.
6) Any compensation for losses due to connectivity loss?
I will use this to respond to users on some of the forex forums.
Thank You,
Jamie
TechNurse.NET