system wide notifications of platform problems

[Matt80]

Of late IG has been having some problems with the trading platforms due to what I'm sure is incredible demand. As much as I would love to see the problems not exist in the first place, the bigger issue is that we aren't informed when they are happening so left trying to work out a problem that isn't on our end.

The chrome based platform has the notifications section next to the tweets and I think it would be helpful if notifications/alerts were sent out when issues were occurring, along with a notice on the main page and login page. Even if the problems are not happening for all users at the time, knowing the system is struggling would help us prepare. It would also stop us from getting massively frustrated trying to work out what is going on. 

[MonsterMan]

This. @CharlotteIG

[dmedin]

All of these platforms should be regulated like banks and receive the same scrutiny as the banks.  Otherwise they all have no incentive to fix it.

[CharlotteIG]

2 hours ago, Matt80 said:

he chrome based platform has the notifications section next to the tweets and I think it would be helpful if notifications/alerts were sent out when issues were occurring, along with a notice on the main page and login page. Even if the problems are not happening for all users at the time, knowing the system is struggling would help us prepare. It would also stop us from getting massively frustrated trying to work out what is going on. 

 

1 hour ago, MonsterMan said:

This. @CharlotteIG

 

1 hour ago, dmedin said:

All of these platforms should be regulated like banks and receive the same scrutiny as the banks.  Otherwise they all have no incentive to fix it.

I agree with this completely and will speak with our marketing team on how we can be more transparent with these situations.

If anyone else has suggestions on how we can be more transparent let me know.  

 

[Caseynotes]

21 minutes ago, CharlotteIG said:

If anyone else has suggestions on how we can be more transparent let me know.

yes, the Help and Support link is hidden away right at the bottom and can only be seen if scrolled down to (the second to last listing on the entire page, try putting it somewhere more prominent, or at least add a link to the status page somewhere prominent (most people don't even know it exists).

[CharlotteIG]

2 minutes ago, Caseynotes said:

yes, the Help and Support link is hidden away right at the bottom and can only be seen if scrolled down to (the second to last listing on the entire page, try putting it somewhere more prominent, or at least add a link to the status page somewhere prominent (most people don't even know it exists).

Thank you for this. 

We have someone owning a project on help & support at the moment. I have passed this onto her so she can push the idea. Thank you :)      

[andysinclair]

36 minutes ago, CharlotteIG said:

I agree with this completely and will speak with our marketing team on how we can be more transparent with these situations.

If anyone else has suggestions on how we can be more transparent let me know.  

I think for every incident, especially down-time with the platform where you can't login/trade etc IG should publish a full analysis of what happened and what they will do to prevent it happening in the future.

Like I said on another thread, I can understand that systems go down/have issues especially under unexpected/heavy load, however once this has happened there needs to be a full investigation as to what happened and a  plan to prevent it happening again. The first time is forgivable; the second time not so much; the third time is really not acceptable.

Thanks!