IB : my personal experience

maxima · May 7, 2008

almost everyone told me that IB is the great company and it is a real pleasure to deal with. Also I researched myself that they have very fast Swiss server to trade European markets and a tad cheaper than some other brokers mentioned in the forum (if you use their unbundled option to pay commissions).

However...

I went into deadlock with their technical/customer support. Although everyone is polite and patient but I cannot get US Futures to trade for 14 days now.

I had European futures approved but next day I wanted US and somehow my application stuck in their system. I was waiting for couple of days then went to their chat and they told me that I have to do it again as it didnt go through. So I did, next day same story, then I started to call support in person.

I went through whole Europe back to US. I've been through customer and techincal support. Everything. It took me quite a few hours for about 10 calls and few chats.

I made my first attempt on 24th of April.

And I am still nowhere. The latest thing I heard - install Firefox browser because for some reason their tech team doesnt support InternetExplorer. I told them that I am not paid to install software and this is not in the contract I signed (there is no clause saying I have to support their support by installing some special software) but they said - we understand your frustration but if we escalate this request to the developers they will refuse to take it until I try this in Firefox. (WTF! Fire them!)

Anyway. I was tired of two weeks of persuasion (the thing is - you tick the checkbox on the form says US Future and ask for approval - thats it).

So I installed the bloody firefox on my spare machine which has clean Vista and I dont use it at all.. Guess what?

It didnt go through either.

I sent them screenshots of all screens of the application (all green all buttons are OK - same as it was in IE). I am going to see what would they tell now. Probably format your harddrive and install Linux.

I would never ever believe it will happen with US company! I thought they actually look after their customers. But all this attitude - I told them - I want this checkbox ticked and they all are - internet explorer has many bugs and netscape is perfectly safe and free... WHAT??? Am I in some sort of 16 yo geeks chat room discussing how bad is Bill Gates and free software rulez?????????????? I want to trade not to discuss internter browsers.

I dont know what to say any more.

nine · May 7, 2008

LOL. Sorry.

No one should have told you that IB was a pleasure to deal with. Even their Hong Kong office which is their best is not quite "a pleasure."

IB are hard to deal with until everything is going well. Then you don't have to deal with them unless its a once in 2 year event where you can't get in electronically and have to ring up to close positions.

IB are low cost. IB are technologically advanced with great TWS and API features. IB's order placement is fast and their data is fit for purpose.

But they don't do Customer Service (well, almost don't).

So, if you need help and especially if you need hand holding. Advertise your location here on the board (suburb not street) and see if someone locally who uses IB will come around and give you a hand to get it working.

Oh yes. And most of us old hands use standalone TWS.

On environments. Get rid of any vista sh**. Install Windows XP. SP3 is fine. Install Java 1.5_14. Use IE6 or Firefox 2. Use no virus checking and no firewall but windows until EVERYTHING is working fine then add them back.

LOL. Clean vista. There is no such thing. Vista is the epitome of UnClean.

dcraig1 · May 7, 2008

WHy not install standalone TWS ? You thereby remove one possible problem (the browser). It only takes 5 mins.

Interactive Brokers · May 7, 2008

maxima said:
almost everyone told me that IB is the great company and it is a real pleasure to deal with. Also I researched myself that they have very fast Swiss server to trade European markets and a tad cheaper than some other brokers mentioned in the forum (if you use their unbundled option to pay commissions).

However...

I went into deadlock with their technical/customer support. Although everyone is polite and patient but I cannot get US Futures to trade for 14 days now.

I had European futures approved but next day I wanted US and somehow my application stuck in their system. I was waiting for couple of days then went to their chat and they told me that I have to do it again as it didnt go through. So I did, next day same story, then I started to call support in person.

I went through whole Europe back to US. I've been through customer and techincal support. Everything. It took me quite a few hours for about 10 calls and few chats.

I made my first attempt on 24th of April.

And I am still nowhere. The latest thing I heard - install Firefox browser because for some reason their tech team doesnt support InternetExplorer. I told them that I am not paid to install software and this is not in the contract I signed (there is no clause saying I have to support their support by installing some special software) but they said - we understand your frustration but if we escalate this request to the developers they will refuse to take it until I try this in Firefox. (WTF! Fire them!)

Anyway. I was tired of two weeks of persuasion (the thing is - you tick the checkbox on the form says US Future and ask for approval - thats it).

So I installed the bloody firefox on my spare machine which has clean Vista and I dont use it at all.. Guess what?

It didnt go through either.

I sent them screenshots of all screens of the application (all green all buttons are OK - same as it was in IE). I am going to see what would they tell now. Probably format your harddrive and install Linux.

I would never ever believe it will happen with US company! I thought they actually look after their customers. But all this attitude - I told them - I want this checkbox ticked and they all are - internet explorer has many bugs and netscape is perfectly safe and free... WHAT??? Am I in some sort of 16 yo geeks chat room discussing how bad is Bill Gates and free software rulez?????????????? I want to trade not to discuss internter browsers.

I dont know what to say any more.

We do support Internet Explorer for our Web based Trader Workstation and Webtrader.
If you wish you can send us your details via a private message and we can try to troubleshoot your problem, check our logs as to your queries and etc. We look forward to your private message.

maxima · May 8, 2008

Sorry guys. TWS is perfectly fine.

I cannot get permission to trade US Futures. The account management website (i.e. interactivebrokers.com itself doesnt let me do it - you have to have correct permission to place a trade on certain markets).

TWS is OK and it work under Vista from day one and yes I use standalone of course. I have no problem with TWS watsoever.

nine · May 8, 2008

Ahh well then. PM IB above and explain your problem - 3rd level support can do wonders.

maxima · May 8, 2008

nine said:
Ahh well then. PM IB above and explain your problem - 3rd level support can do wonders.

Have done it thank you

IB : my personal experience

maxima

Established member

nine

Senior member

dcraig1

Experienced member

Interactive Brokers

Well-known member

maxima

Established member

nine

Senior member

maxima

Established member

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