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Ask Richard Your Own Question

Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 31318
Experience:  Over 15 years of consulting to the IT industry
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Hi lets continue on the dispute I have with my forex broker,

Customer Question

Hi let's continue on the dispute I have with my forex broker, to RichieMe
Submitted: 3 years ago.
Category: Computer
Expert:  Richard replied 3 years ago.

RichieMe :

Hi there

RichieMe :

let me know when you are ready please

Customer :

Hello

RichieMe :

Hi there

Customer :

Interesting that you use to trade too

RichieMe :

yes, I also play the game :)

RichieMe :

but I am not an expert in this, so am not allowed to discuss methods ect (site rules)

RichieMe :

I can tell you my experiences and issues

RichieMe :

but not advise apart from technical.

Customer :

OK sure

Customer :

interesting

Customer :

I am a huge trader btw

Customer :

20 Million

Customer :

hence... this is why i am brining up this issue

Customer :

as it costed money

Customer :

but have been finding it hard to find a IT specialist who has FX expertise

RichieMe :

understand, I dont believe many IT people trade

Customer :

Indeed

Customer :

so there were delays

Customer :

Let me show you a picture which illustrates the delays

Customer :

https://www.dropbox.com/s/34fat0qwg4um8kp/Screenshot%20%286%29%20%282%29.png

RichieMe :

actually, I have had this happen to me

Customer :

then i will show you their reply

Customer :

i see...

Customer :

have a look at the delay tho

RichieMe :

but I had a stop in place

RichieMe :

let me look

RichieMe :

is that the only picture?

Customer :

i have 7 examples mate

RichieMe :

send them to me

RichieMe :

please

RichieMe :

and I do not want to be difficult

RichieMe :

but I was on my way to sign off in 10 minutes

RichieMe :

so if we do not finish now, we can resume tomorrow morning, also in chat

RichieMe :

if you are ok with this

RichieMe :

Today is my short day

Customer :

ok sure

Customer :

you want more screenshots of delay?

RichieMe :

yes, all of them

Customer :

one moment

RichieMe :

I already see one thing in your defence

RichieMe :

that is very helpful

Customer :

but those have my account balance on it

RichieMe :

ok, leave it

RichieMe :

the one picture you sent

RichieMe :

is very good

RichieMe :

why

RichieMe :

it shows the wireless connection

RichieMe :

wireless will show a ! when it has no internet

RichieMe :

even if it is connected to wireless

RichieMe :

but internet stops

Customer :

it's just the same of everything

RichieMe :

it shows a limited connection symbol

RichieMe :

you, in your picture

Customer :

Yes exactly

Customer :

really?

RichieMe :

dont have this, your symbol displays perfect wireless and internet

RichieMe :

yes

Customer :

oh yes

Customer :

yeah

RichieMe :

you want to test?

Customer :

no limited

Customer :

no, no connection

RichieMe :

no, perfect connect

Customer :

do you want my speed and ping tests

RichieMe :

no

Customer :

ok

RichieMe :

the data transmitted

Customer :

do you want the reply by the firm

RichieMe :

is less then this sentence

RichieMe :

it is a number

Customer :

on why they are not at fault?

RichieMe :

eg

RichieMe :

1.367

RichieMe :

1.368

RichieMe :

there the program increases the graph

RichieMe :

as it went up 0.001

RichieMe :

it is only sending

RichieMe :

a number, this is so small in data

RichieMe :

it would run of a 80's internet connection

RichieMe :

the program is doing the reset of the work

RichieMe :

does this make sense?

RichieMe :

and your problem was

Customer :

yes

RichieMe :

you were gettinng no numbers

RichieMe :

so, the graph stops and flatlines

RichieMe :

as it uses your computer clock

RichieMe :

to peg the rate

RichieMe :

so this also shows

RichieMe :

the program is working

RichieMe :

and working correctly

RichieMe :

but it was not receviing any ticks on the current rate

RichieMe :

your pretty solid here just with that screenshot alone

Customer :

well

Customer :

this is what they said

Customer :

Image #1 represents the uptime of the FxPro MT4-Real03 server for the last one year; this even details the fact that according to the ‘Service Level Agreement (‘SLA’)’ that is in place and also as signified by market convention the target is set at 99.99%; that is also referred to as the ‘four nines’. For your information, 99.99% or ‘four nines’ permit for 52.56 minutes of downtime per year. You may refer to this site http://en.wikipedia.org/wiki/High_availability for further information relating to ‘high availability’ and the ‘five nines’ methodology. Image #1 includes metrics for both the FxPro MT4-Real03 server and the MT4 Real03 proxy cloud in addition to access to the internet;allof the above, meet and exceed the 99.99% indicated in the SLA since a 100% has been recorded.

http://imageshack.us/a/img22/7536/prc4.png

Image #2:

Image #2 represents the Service Level Objective (‘SLO’) that monitors and calculates the connectivity performance of the Real03 services. The first box displays the access to the internet and mainly to a public Google DNS server that never disconnects; in essence if this Google server disconnects the result shall be a global internet downtime around since a number of internet support services relay on it. The second box includes the FxPro Real03 proxy cloud servers where all Real03 client connections are established. Finally, the third box displays the FxPro Real03 trading server.

http://imageshack.us/a/img109/6113/tcr.png

Image #3 - #6:

You specifically mentioned certain issues that occurred on May 15, 16 2013 and the July 5, 2103; please find attached screenshots from separate routers for the above mentioned dates that recorded 0% downtime. Kindly note that these come from a tier-1 internet service provider. It is important to check that the ‘report time span’ in addition to the 30 s ‘interval’ and the ‘uptime stats’ at 100%.

http://imageshack.us/a/img13/3151/b3og.png

http://imageshack.us/a/img20/8273/mzm.png

http://imageshack.us/a/img690/2170/6vz.png

http://imageshack.us/a/img580/1156/46is.png

RichieMe :

ok, that only means their internet was up

RichieMe :

which i do not doubt (else everyone has this problem)

RichieMe :

My belief

RichieMe :

is that their software, that deleivered and sent the prices to you failed, on your account

RichieMe :

either it was an issue on your account

RichieMe :

or an issue in their software

RichieMe :

they do have very very good internet

RichieMe :

so this is not going to be the issue

RichieMe :

it is going to be software on their server(s) in combination with their account

RichieMe :

but they can say all they want

RichieMe :

it is irrelevent

RichieMe :

tyour first screenshot proves it

RichieMe :

you had perfect internet

Customer :

Yes their compliance department basically used this as evidence

Customer :

and said already

Customer :

It was GOOD enough to issue a final response

Customer :

which is very poor

RichieMe :

yeah, but they are all like that

RichieMe :

this stuff scares them

RichieMe :

as they can get into serious issues

RichieMe :

when this occurs

RichieMe :

and it is proven to be their fault

RichieMe :

but your screenshot

RichieMe :

this is everything

RichieMe :

I will summaries

RichieMe :

please note this next statement

RichieMe :

You had internet, the screenshot shows a completely connected internet connection, as seen in the bottom left. The program was working, as it was continuing the graph with no data. The time is correct (which can also be an issue) as your clock corresponds to the point in the graph.

RichieMe :

Thats it, everything on your side was working

Customer :

This is beyond poor

Customer :

servers are in cyprus btw

Customer :

Might be a source of issue

Customer :

and their logs does not show that

Customer :

the server was routing package loss

Customer :

my ping test shows that I have 0% package loss

RichieMe :

you should not concern yourself with any of this

RichieMe :

What I said in my statement proves it

RichieMe :

no more proof is needed, as it can only bring doubt.

RichieMe :

My advice is to stick to the points I mentioned

Customer :

so you think their defence doesnt prove of anything?

RichieMe :

from a technical point, your system and your program was running

RichieMe :

It proves what was not the problem

RichieMe :

but that is not everything

RichieMe :

were is the proof that they sent the pricing to you at that time

RichieMe :

I dont see it

RichieMe :

thats all that matters, where is the log file

RichieMe :

that says

RichieMe :

does that make sense?

RichieMe :

thats only how they can technically prove it

RichieMe :

12:00am 1.367 sent to Avvount X

RichieMe :

they need to show this log from their application

RichieMe :

meaning, where is their proof, that at that time, they were sending the updates

Customer :

yes it does

Customer :

they dont have that evidence at all

Customer :

according to them

RichieMe :

they only are saying

RichieMe :

their internet was connected

RichieMe :

and yes I believe that (else they would have all customers with problem)

RichieMe :

they are just proving that one of the links in the chain

RichieMe :

was working

RichieMe :

yes, but were is the proof all the other links were working

RichieMe :

that is what you need

RichieMe :

and internet speed

RichieMe :

ping rates and all that

RichieMe :

dont bother, you are confusing the issue looking at that

RichieMe :

internet was on? = Yes

Customer :

well what happened was that

Customer :

there was a delay

RichieMe :

you have proof? = yes

Customer :

i connected to their live chat

Customer :

and asked what's going on

Customer :

so how could that prove anything

RichieMe :

I am not a lawyer.... but I would, as a customer, say thats not your problem

RichieMe :

They have log files for all this

RichieMe :

they need to prove they sent the currency rates, at that time, to your computer

RichieMe :

That is not enough to end this

RichieMe :

but you would take it from there is they did

Customer :

they dont have it

RichieMe :

you might want to take this information

Customer :

if they do they would've presented it already

RichieMe :

then you need to see what a lawyer says in this instance

RichieMe :

and we have lawyers here

RichieMe :

and now your qyestion is no

RichieMe :

not*

RichieMe :

how do you prove you haad no problem

RichieMe :

as you have with this screenshot

RichieMe :

your question is now, what happens when they cannot prove they sent it to you

RichieMe :

this is a question that a lawyer will answer

RichieMe :

and we have enough of them on this web site to get you that information

RichieMe :

is this helpful?

Customer :

yes

RichieMe :

I am way overdue to sign off, do you wish for any more information from me sir?

Customer :

Not at the moment

Customer :

I would come back if I need something else

RichieMe :

anytime, personally, just my opinon,

Customer :

would be interested to listen about your story btw

RichieMe :

I think they may just pay you off to go away with this

RichieMe :

thats what happened to me once, but my situation was differnent, they did not process my stop order, and it was not set

Customer :

I see that's poor..

RichieMe :

They all are

RichieMe :

they run on shoe string budgets

RichieMe :

with scripted servers, I know exactly how these ones work

RichieMe :

but I need to log off, you can always ask me for more information

RichieMe :

no problem

Customer :

ok

Customer :

see you

RichieMe :

and I advise to continue this conversation

RichieMe :

with a lawyer on this site

Customer :

ok yes i would

RichieMe :

as you now know where you stand and what they need technically

Customer :

or a proper lawyer

Customer :

actually.

RichieMe :

they are here

RichieMe :

they are all licenced

RichieMe :

just to start

RichieMe :

to get read for a real life lawyer as such

RichieMe :

but thats just my advise

RichieMe :

and what I would do

RichieMe :

If you need anything else, pleas elet me know and if you can please rate me, that is greatly appreciated

RichieMe :

thank you

Customer :

thanks

RichieMe :

your most welcome

RichieMe :

I am signing off now, as I am very late to leave

RichieMe :

please rate, and if anything comes to mind to ask me, just post it to me in this question

RichieMe :

I can answer it tomorrow

RichieMe :

all the best and I wish you success in this

RichieMe :

my feeling is you have a solid case, but thats my feeling personally

RichieMe :

take care

Customer :

Hi please give me a buzz when you're back on

Customer :

Hi Richie

Customer :

you here?

RichieMe :

Hi, I am here

RichieMe :

how did you go with my information?

Customer :

could you sit down and break open the metatrader structure with me?

RichieMe :

how do you mean with the structure?

Customer :

Of course i dont know whether within a minute's interval the windows wifi would show limited/no connection

Customer :

is it that responsive?

RichieMe :

How long did it stop receiving data? In total?

Customer :

once 5 hours

Customer :

once 1 minute

Customer :

often 40 seconds

Customer :

still too long to accept

Customer :

40 seconds is unacceptable

RichieMe :

ok, the wifi will show the issue within 10 seconds usually, but no longer the 30 seconds

RichieMe :

you never though saw the issue on the wifi correct?

Customer :

never

Customer :

it always showed to be normal

RichieMe :

then you were always connected

RichieMe :

it was not your internet that was the issue

RichieMe :

else you would have seen it there in that icon

Customer :

no it was never shown

RichieMe :

Then you were connected

RichieMe :

So the issue was not on your side

Customer :

They insist it is though

RichieMe :

ok, but then you are now at the point to speak to a lawyer, technically we are proving you were connected, with no issues. You have proof for this.

RichieMe :

so your now at the point, you are saying this

RichieMe :

they are saying that

RichieMe :

this is where the lawyer commes in

Customer :

where can i find information on the sensitivity of microsoft windows with the network and etc

Customer :

showing that for over some seconds and there is no daya

Customer :

data

Customer :

then whatever would be proven to be limited/no connection

RichieMe :

There is no information on this (Microsoft release virtually nothing regarding the inner workings of windows

RichieMe :

but you can see this yourself

RichieMe :

remove the data cable from your wifi router

RichieMe :

and see how long it takes to appear on the computer with limited connection

Customer :

hm..

Customer :

would be good if i could have like some solid proof that it's ultra sensitive and responsive

RichieMe :

you can, just test it now and record the test on film

RichieMe :

then you have proof, specific to your environment

Customer :

Hm

Customer :

What other evidences is good

RichieMe :

The Skype log shows you were on a skype call at the time

RichieMe :

and if you can show the server running at that time, this also helps you

Customer :

I have contacted JANET for a log of Eduroam

RichieMe :

that would help, but not too important, as you need to demonstrate you had internet

RichieMe :

which you can

Customer :

well i definitely had internet

Customer :

i was able to send emails and be conncected to their live chat to ask what's going on

RichieMe :

so that is your proof

RichieMe :

and you have the screeshot to prove this

RichieMe :

plus the skype call record

Customer :

hm

Customer :

this would have to be escalated higher

RichieMe :

how do you mean sorry?/

Customer :

like to relevant regulators

Customer :

or etc

RichieMe :

That would make them treat it seriously, but I would really ask a laywer here o what is the best step forward that is going to favor you best

Customer :

not a lot of people here understand a lot about financial law

RichieMe :

I know there are a few thousand lawyers here, also invovled with tax ect

RichieMe :

so I would believe if you construct the question clearly, you will have a number of lawyers here that can.

RichieMe :

but there is only one way to find out

RichieMe :

and you only pay them when your satisfied, so you dont really have anything to lose by posting the question

Customer :

Hello

RichieMe :

Hi

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