[Does IG answer the phone?]

8 hours ago, dmedin said:

Millennials don't like talking on the phone.

lol

[Second outrage in 24 hrs]

17 minutes ago, Caseynotes said:

Don't forget to check IG has your correct contact details as that's been an issue in the past as I recall.

Hope this helps.

 

 

It doesn't Casey.

[I could not close the position after several attempts before disappearing.]

Same here

[Second outrage in 24 hrs]

1 minute ago, CharlotteIG said:

What I meant by this is that these issues have only impacted others when we have an outage whereas, from what I gathered, I thought your issue was occurring almost constantly? 

I do apologise if I misunderstood what you've posted before. 

And you're right if you've sent in emails and they have been ignored that's completely unacceptable so I will send your details to a manager in our client facing team so they can look into this. 

It's OK Charlotte, I apologies also if I have been short on here.  I know you're doing your best.

When I joined this platform and forum back in April 2019, I was on Every Single Day, for Hours at a time while I learned.  During this time i encountered several problems which still exist today.  What appeared apparent is that what I was reporting back then, according to some people in the forum, was Isolated and at My End only.  

Is it possible i simply observed them more often?  Is it possible i noticed problems well before the majority did?  There are not that many people active in this forum.  I myself was not present for almost 6 months but surprised to see myself on the leaderboard.

The same people post in here daily.  Maybe most people got tired of the problems and simply didn't bother checking in with the Forum as I found myself doing?

Calling is futile.  Asking for Technical Help in here is futile (evidenced by the amount of unanswered questions in the Technical section) Chat is futile and, as proven by myself, e-mailing is futile.

Thanks again.

 

[Second outrage in 24 hrs]

7 minutes ago, CharlotteIG said:

What you're experiencing seems to be an isolated issue which needs to be looked into by our technical team. 

Charlotte.........How can it be isolated?  The OP literally states he can't adjust his Stop Loss.  Others have claimed they can't Close Trades.  Others have claimed as I have that the Trade is actually missing from the chart.

Nothing about my experience is isolated.  

The only thins so far that I can see that may be isolated to myself is missing chart data as in Volume bars.

This does not change the fact I have sent several email to Help desk in 12 months ahd had No Replies.  Most recently I sent 2 videos of my screen showing chart, and time and my inability to move my Stop OR Close my trade.  Showing Missing Volume Data.....

The forum is awash with people pointing out several different or similar problems with the platform.  Please don't try to put me in a Pigeon hole.  I've already been ignored.

As I've pointed out, I estimate around £400 in 12 months lost to platform issues.

[Second outrage in 24 hrs]

I have sent emails including screen videos and had no response in 2 months.

I have several issues relating to Trades hitting a Limit where I had no Limit.  Stop loss can't be moved.  Can't close trade for 20 mins or more.  The list is too long.

Currently trading Velocys Plc.  Missing candle info and volume data.  Different on each time frame.  I see candles up till 15th May, then nothing till today.

This is really a joke now and IG are not addressing their broken platform.

[Margin on unexecuted trades]

23 minutes ago, GrumpyInvestor said:

I note that on this platform margin is required to open an order.  I like to have a number of orders open many of which are unlikely to be executed all at once.

If margin available goes below zero can I assume that unexecuted orders are closed releasing margin before open positions are forced closed?

Thanks

M

Hi, that's correct.  You must maintain minimum Margin and Account Balance or your positions will be automatically closed.   This is called a Maintenance Margin.  This is to protect your account.    However, there is a Time Limit and trades will not be closed immediately.  However, I'm not sure of the Time you have to add Funds to your account before the positions are closed on your behalf.

[System Errors, No support, what is going on?]

Keep on topic people, we're not simply talking outages and system down.  We're talking bugs too.

[System crash]

19 minutes ago, Rio868 said:

For over an hour I have been trying to put in stop losses and then close 2 open trades. not sure what happened but I was unable to get in due to what looks like a system crash. what is my recourse, im loosing money im not suppose to , by no fault of my own

Clearly not isolated incidents.  I have experienced this several times over the past 12 months.  I hope we can sort it out.

[System Errors, No support, what is going on?]

42 minutes ago, spex said:

Is there a page anywhere that displays the system status, like you get with a telephone or broadband service? Or a planned maintenance page?

Yes there is, but I don't know how to direct you to it, sorry.

[System Errors, No support, what is going on?]

1 minute ago, CharlotteIG said:

Thank you for your posts and apologies for the platform issues. 

You can check the progress here: https://status.ig.com/

If you could not get into the platform and have trades that were impacted please let us know via email so we can look into this for you. 

Please only call us if you need to close a positions. 

Apologies again from IG. 

Thank you Charlotte.  I know you have tried to help me recently, but it's fell on deaf ears, but this time however, I didn't follow thru because of doubt more than anything else that it would be resolved even if I did.  It's bad enough losing thru bad trading, but platform issues as well?.   I can't take anymore.  As I don't always record my screen (the sheer amount of times I would need to do this is counter productive to me) then it's hard for me to prove anything is wrong.  Suffice it to say I have estimated losses of around £400 over 12 months.    These losses are either directly related to a lack of info on the chart, inability to close, or inability to amend, or premature Limits in place where there had been none.

However, we can't call to close.......we can't get thru!.  by then it's too late.  Some of us trade in minutes.  I need to be in and out in seconds.

Thanks again.

[System Errors, No support, what is going on?]

7 minutes ago, dmedin said:

 

You can use TradingView with an Oanda account, might be time to switch broker.

Creatures of habit and torture though.  I find it is actually a better platform than others I've tried, however, the functionality is suspect.  Either way, I'm a bit tired of the rhetoric in here and need a new story maybe.

[System Errors, No support, what is going on?]

1 minute ago, Peterdeu said:

I'm trying to offload a position and the service in comparison to the amount of money I have on board is not reflective- I'm down about 2.5% from where I was when I first tried to sell and I'm not a happy bunny! I've been on hold for 30 mins with no sign of an answer. This is not a difficult type of platform to run - as you can probably tell, I'm not impressed

Literally pointed this issue out myself a few months back and it's happened several times since, including yesterday.


 

[System Errors, No support, what is going on?]

1 minute ago, Caseynotes said:

yes but a major outage has only happened 2 or 3 times in the last 4 or 5 years and never coincides with your particular complaints. 

We're not just talking about Major Outages Casey.  The platform is Buggy at Best.  Whether 1 person point it out of 1000.  Whether no-one else has them, or 1 does.

This thread belong to the OP.  I'm certainly not here to hijack it like you suggest.


Official message on my phone.

Service Connection Failure.

We are sorry, but this platform is currently unavailable.

Phone and PC.

[System Errors, No support, what is going on?]

Ironical.

 

Platform Down.  Service Connection Failure.  you starting to see the pattern yet Casey?

[System Errors, No support, what is going on?]

4 hours ago, Caseynotes said:

I thought you got that sorted over a year ago when IG said your combination of intermittent malfunctions was unique and could not do anything as the problem was likely at your end. I remember JamesIG organising customer services to call to reiterate but you hadn't updated a change in contact details so they couldn't get through and gave up.

 

My problems ARE the same!  Technical/Customer Support/Phone/e-mail.

I've never had it sorted.  Since then I've changed my hard drive, my operating system, and my Internet.

Maybe my problems are more often as I'm literally on the platform every single day.  (more fool me)

Even now I've had to open a new window as IG won't refresh.   Volume data, candles missing depending on Timeframe.  I've always said it's possible somewhere the problem is mine, but I've sent emails and never had replies.  I've been in chat and never had Tech reply as promised by email.  

As for hijacking the thread?  What do you think you're doing now?  I turn up to add to another persons post that I too, (as with many many other) continue to have problems with the retail platform or customer support, and you feel the need once more to attach yourself to me.

I appreciate your concern however, and your point that this is NOT specifically a Tech Forum.  This is now very clear.

So, back to the OP.  Can't get thru on phones still, several months later.  Can't get e-mail support.  @CharlotteIG seems to be doing her very best to attend to as much as she can, but she is not IG.    IG as a company is under scrutiny, not the people who work for them.

[System Errors, No support, what is going on?]

I've had issues fora few months now where i can't amend my Stop or Close a Trade.  I too can't get thru on the phone and have no replies to my emails.

[Beginner starting out with small budget]

There are a limited amount of stocks available to trade with IG, however they do exist.  for instance (assuming you mean to Spread Bet).

Lloyds

Sig plc

HYVE

Velocys Plc.  I have traded these recently with as little as £5 margin.

[Trades Closing automatically]

On 11/05/2020 at 15:13, CharlotteIG said:

Hey, 

If this is the case please reach out as soon as possible. 

This needs to be sorted as it's impacting your trading.

All the best 

@CharlotteIG I've pretty much given up now.  Over a year an no phone calls or emails returned.  even today i have a running trade on Velocys Plc.  I can't move my Stop or close the Trade.  I've restarted my machine.  The volume data is missing.  The candles for the day are missing.  

Edit.  Somehow the candles are back.  One minute they're there, the next they're gone.  I've lost too much using this platform.

[Trades Closing automatically]

On 05/05/2020 at 09:06, CharlotteIG said:

Please do cc in Kenneth, he's great and will always go he extra mile to make sure it's sorted, thanks  

I've been busy as usual since i started this thread, so I've not had a chance to send the e-mail.

However, today i have a trade running on SIG PLC.  It's been running a few days.  My Stop was at - £10....................I never had a Limit......however, now the Stop doesn't exist...........................it's basically at my Buy price.................???? :O

 

 

 

 

 

 

 

 

[Trades Closing automatically]

1 minute ago, CharlotteIG said:

You mentioned that the stops and limits save. Have you tried turning off and back on the the stops and limits setting. Once turned on it should forget both s&l. Then turn it back on, put a trade on with a stop at 10 if that's what you want it to remember and check if the issue still occurs. 

Thanks Charlotte, but I've no problem with it remembering the inputs etc. in fact I desire it to trade quickly, but in these recurring instances the Limit is set where I have not input a limit!  I don't ever set limits when placing Long trades.    However, in this instance the Limit stop worked in my favour.   I'll see about sending my emails again as you've suggested.  Thanks.

[Trades Closing automatically]

Apologies.  Capita PLC.

[Trades Closing automatically]

Hi, this has been happening a lot lately.  I've had a small trade running on Centrica PLC.  It's been running overnight.  I never had a Limit in place, but I've woke to find the position Closed.  This has happened too many times now.  What is telling is that the Deal Ticket remembers my last trade and is showing my Stop correctly @ around 10pts, but a Limit of 1.43pts.

I have emailed IG over 1 month ago but have still not received a reply regarding my concerns.   After speaking with @CharlotteIG a couple of weeks ago I have noticed a missed call on my phone.  I have assumed this to be IG, but they have not called back and I have been un-able to get thru on the phone.  While this issue is not what I reported in the email, it is directly related.

This must Stop.  We must find a reason and solution to why this keeps happening.

[Unknown error when trying to close positions]

17 minutes ago, CharlotteIG said:

If this is on your live account it's definitely an issues. 

If you've had a recent case let me know and I will get someone to investigate. 

Do any error messages pop up when you can't close the position?

Hi, yes, Live Spread Betting.  I've emailed twice adding video evidence of my inability to edit stops or close positions for 20 minutes.  I need to refresh the page to see candle movement etc.  Unfortunately it's not a new issue.  I've been advised many times to move to PRT, but it's a habit now hard to break.  Even today I'm missing candle info and Volume data.

Thank you.

[Unknown error when trying to close positions]

@CharlotteIG Hello to you.

I've emailed on the 2nd April regarding this issue on my Live account and have had no reply.  I've never had a reply to my emails in the 12 months I've been with IG.  I'm wondering if you could look into this for me please?

 

Thanks.