Live Help Transcript of Conversation with OANDA
You are now chatting with 'YiTyan'
YiTyan: Hello. How may I assist you?
Patrick: Hello YiTyan, Is there any explanation for why OANDA wasn’t available between 17:45 and 22:00 BST yesterday?
YiTyan: Do you mean the platform was down from 17:45 to 22:00?
Patrick: Yes
YiTyan: There was an Internet Connectivity issue due to extended maintenance by an Internet backbone provider.
YiTyan:
https://fxtrade.oanda.com/community/forex-forum/topic/54006265/
YiTyan: all the European clients may get affected by this connectivity issues or delays.
Patrick: Why didn't OANDA give its European customers advance warning of this issue?
YiTyan: Yes, there was a notice on OANDA sign in page.
YiTyan:
https://www.oanda.sg/account/login?intcmp=fxTradeAll_Site_TopNav_TradeSignInButton
Patrick: I've never seen this login page. Is it for the web-based platform? I use the Java platform.
YiTyan: I understand. Due to this an unforeseen issue, we are only able to report the problem when we received feedback from our clients. This was not a scheduled maintenance which we are able to give advance notice.
Patrick: Should I not use OANDA until after October 2nd?
YiTyan: Internet traffic is being rerouted through alternative paths as an immediate
YiTyan: remedial measure. Maintenance is estimated to last until October 2, 2013.
YiTyan: During this time our European customers may experience connectivity issues or delays when trying to log into their fxTrade account.
Patrick: Yes, I got all that from the forum webpage link you sent me.
YiTyan: You may still be able to login, however there might be a delay in internet connectivity
Patrick: This is far from perfect. Are there any alternatives to simply taking a chance on getting trades on, and more importantly, off?
YiTyan: Unfortunately, the Internet connectivity is unstable at the moment. However, you may still be able to login to your platform as the Internet traffic is routed through alternative paths.
YiTyan: If you still experiencing delays, you may contact us and we will get our Technical Team to investigate further.
Patrick: Is OANDA going to compensate its customers who have their positions adversely impacted when they lose connectivity while running open positions?
{a few minutes pass}
Patrick: Hello TiTYan, are you still there?
YiTyan: Yes, i am here.
YiTyan: We do not have clients reporting to us on platform issue at this moment.If you are facing a connnectivity issue during this period of time and unable to close your positions, please contact us immediately so that we can resolve the issue.
Patrick: Given the potentially serious consequences to your customers' accounts because of this, wouldn’t it be sensible to put a status warning up for those of us who use the Java platform and not just for the web-based users?
YiTyan: Yes, agreed. We will feedback this and take necessary actions on this.
