Post by grumpyxl on Apr 20, 2018 9:43:14 GMT
Hi,
My apologises this a long post but I thought I needed to go into some detail.
Is any one else having the problem below?
I've been an investor on the AC platform since 2015 and until recently I've been very pleased with products and service that is until the end of the last fiscal year.
Since then both my wife and I have been plagued by time out errors every time we try to log in.
The problem is as follows:
1. I access the first "Log-in" page and enter my username and password - no problem.
2. I am then transferred to the "Security Question" page - the system then seems to hang for awhile (minutes) and then I get a "Time-out" error message.
3. The only thing I can then do is to close the browser and re-enter the Assetz website.
4. The system seems to "think about it" and then lets me straight into my investment page completely by-passing the log-in phases.
When I first spoke with the support desk I was given the standard clear the cache and try again, chang broswers and try another PC, tablet etc. which I did and it made no difference at all.
So I then went back to support and they spoke with the IT team and I was given the following response:
"I have spoken with our IT department who have confirmed The server busy error message might happen when we have a high server load and unfortunately until we upgrade our code base there's nothing we can do.
We are working on a solution(v3) in order to avoid this but not sure when this is going to be released."
In addition to this I was also told that AC where changing to Amazon web services or something like that to give them more bandwidth but not sure when that would happen.
I'd didn't find this an acceptable response as I'm supposed to phaf around everytime I want to check my investments without any idea of when this would be fixed.
At this point I escalated this to a complaint.
I was then told the problem was due to the fact that I was a "long term user" and on an older version of the website and it was how this worked and the increase in demand over the year end period that caused the problem. I was then asked to keep trying for a week and see if it resolved itself after the year end rush. Which I did and it didn't.
I then spoke to complaints again who told me that it was their intention close this ticket as the problem was due to increase throughput, which was beyond their control and nothing they could about it! And was I OK with this - I wasn't.
I accept that AC cannot control increased demand but I don't agree that they have no control over:
1. How to plan ahead.
2. How to future proof their systems.
3. How to ensure they have sufficient hardware bandwidth.
4. How to ensure they have sufficient systems capacity.
Also, I don't understand why AC would have two versions of their website in play. Surely that increases support and maintenance issues as well causes confusion?
As of now I haven't a clue what the resolution is?
My apologises this a long post but I thought I needed to go into some detail.
Is any one else having the problem below?
I've been an investor on the AC platform since 2015 and until recently I've been very pleased with products and service that is until the end of the last fiscal year.
Since then both my wife and I have been plagued by time out errors every time we try to log in.
The problem is as follows:
1. I access the first "Log-in" page and enter my username and password - no problem.
2. I am then transferred to the "Security Question" page - the system then seems to hang for awhile (minutes) and then I get a "Time-out" error message.
3. The only thing I can then do is to close the browser and re-enter the Assetz website.
4. The system seems to "think about it" and then lets me straight into my investment page completely by-passing the log-in phases.
When I first spoke with the support desk I was given the standard clear the cache and try again, chang broswers and try another PC, tablet etc. which I did and it made no difference at all.
So I then went back to support and they spoke with the IT team and I was given the following response:
"I have spoken with our IT department who have confirmed The server busy error message might happen when we have a high server load and unfortunately until we upgrade our code base there's nothing we can do.
We are working on a solution(v3) in order to avoid this but not sure when this is going to be released."
In addition to this I was also told that AC where changing to Amazon web services or something like that to give them more bandwidth but not sure when that would happen.
I'd didn't find this an acceptable response as I'm supposed to phaf around everytime I want to check my investments without any idea of when this would be fixed.
At this point I escalated this to a complaint.
I was then told the problem was due to the fact that I was a "long term user" and on an older version of the website and it was how this worked and the increase in demand over the year end period that caused the problem. I was then asked to keep trying for a week and see if it resolved itself after the year end rush. Which I did and it didn't.
I then spoke to complaints again who told me that it was their intention close this ticket as the problem was due to increase throughput, which was beyond their control and nothing they could about it! And was I OK with this - I wasn't.
I accept that AC cannot control increased demand but I don't agree that they have no control over:
1. How to plan ahead.
2. How to future proof their systems.
3. How to ensure they have sufficient hardware bandwidth.
4. How to ensure they have sufficient systems capacity.
Also, I don't understand why AC would have two versions of their website in play. Surely that increases support and maintenance issues as well causes confusion?
As of now I haven't a clue what the resolution is?
