Haha, no, I hope not (though see the end of this). But a lot is wrong there from “organisational” perspective. A recent example (you may know about it 😉 ) : I called them to arrange for it being allowed by one named GraHal to send an email. I told he did so. I was told that nothing was received. I asked to look in the spam box, and then nothing.
This is not a personal thing – this is throwing hands in the air and too much at hand to help those in real pain. Mind you, this is my perception from how things go, and lately this goes worse.

So we tend to say that PRT support is non-existent. But we should not forget that compliance (non-English people should look up what this means instead of seeing a nice word) is all over in the roots of any “trading” related organisation. So :

I have been with issues that PRT just does not know enough about because it is about the broker (IB this case) while very very officially I can’t receive support from IB. This is because I am a PRT client and not an IB client. That I directly use their software and account settings, is unimportant. Rules are rules and I must let PRT sort it out, no matter they have no clue about IB software (which latter is legit, IMO, but see the organisational lacking).

GraHal. GraHal has an IG account and he formally can only go to IG for help. They have hardly any clue about PRT, but it is the only way anyway. Now the email or whatever sent by IG gets lost (like all from GraHal gets lost) and there is still no formal way that GraHal can contact PRT directly because rules are rules.
On a side note, PeterSt has been in splits between PRT and IG for the same reasons but the other way around (PeterSt is not an IG customer), and all PeterSt could attempt is knowing a hell of a lot about everything**, know all the names of people everywhere, and tell either to directly talk to the other. The persons by name. Not a support department. That works because people have to justify what they did (for me) and I know their names. Mind you, this is always in 100% good spirit.

**) This is not for everybody. Meanwhile it is where issues may start, as PeterSt will not let send himself with a cold in the reeds. Might PeterSt in his own 3rd person notice that this weekly (monthly to be on the safe side) is about 10K’s of money of which nobody can explain where it went. This could be similar to 5K lines of code that went where no man had gone before. PeterSt takes nothing for granted.
One thing in addition perhaps : PeterSt always remains in good spirit (like good UK behavior with GraHal as testimonial) *plus* he explicitly contributes by explaining himself what happened to $ or Code, hence feeds back to the same people where the complaint was filed.

Eh, yes, PeterSt could be a marked man. Actually it would be strange if he was not.

… What PeterSt sees is a fight between Support (both 1st and 2nd) and Development. This is with a for us unprecedented French sauce which should not be underestimated. I respect that (hierarchical system). Respecting that does not help. Fighting it does not help either because you will be fighting those who want to help you. That won’t last long.

So much for my Saturday morning coffee.

Deleted

Here you are talking about some broader picture that has been in my mind for several months/years already

Let´s face it:

– We, the IG-PRT-AutoTrading community, are not in any way a priority for PRT. It seems that they are not interested to extend the ProOrder with more brokers.

– Probably there has been some frictions between PRT vs IG. Big, small or in the best case scenario just a lack of interest to improve the operational/business relation.

– We are dependant not only of the willingness to continue supporting us from one notveryinterested part, but two and with the risk of conflicts between them.

My conclusion is that our future is insecure and unstable. I am not saying that we are doomed, this situation could last forever or no, the point is that I am not sure
that the time I put in PRT is well invested. Or in traders words… the price action doesn´t look good, why put money/time in it?

GraHal, please send me your account number by email.

Same discussion happens here again, several subjects we came across since 6 years I put the forum on.

ProRealTime is a software company, IG use the services of this company in order to provide their clients a more complete offer. I guess IG has so many customers that they have to prioritize some support requests over others, from a certain point of view, I find it normal that a customer who brings in more revenue benefits from more extensive support. Who would you choose to support first, the demo only customer or the subscription customer?

Moreover, IG and PRT are 2 totally different companies, so they do not share their customer databases, for obvious privacy reasons and also for commercial reasons, which are their own business. Be aware that this is the main cause of latency in your support requests, the transfer of files from one company to another.

@johnscher

I thought you know already that demo and live was different because of the market, I usually post a bullets list of possible difference between those 2, last time was this morning, find it here: https://www.prorealcode.com/topic/price-range-function/#post-186422

BTW, I am used to code with mannyyyy different platforms, and this is what I learned: demo will never ever act the same as a live server.

It is wayyyy too quiet in here. GraHal, I now fear the worst …
Please have some good news. This is foremost for yourself. But if this is our prospect for cloud based matter – be that idiocy around not received emails or just no backup available at all – then we may wonder in who’s hands we lay our money. At least that is how it feels, to me.

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