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freedinner

Registered: Sep 2004
Posts: 39

08-05-12 08:39 PM

Quote from themickey:

My experience with IB (in Australia) is customer service is painfully slow to queries posted on the TWS Message Centre.
It can take anything from 4 days to a couple of weeks before a reply comes in.

Thanks

You are right, i noticed this also.

Ever since IB started the new customer chat (real time communication with IB's customer service), the service time in IB's older message centre (asynchronous communication) has deteriorated. Sometimes my questions sat there for weeks without ever being picked up. Previously they had a policy to pick up a question within 24 hrs or so at least.

The conclusion is, sadly, to no longer use the well-built and well-intended message centre and go for the chat immediately, even for issues that are not time critical and thus would be ideal for message centre.

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Eight

Registered: Mar 2009
Posts: 3366

08-05-12 09:53 PM

I really think that when using the TWS API your default settings in TWS are not part of the picture... I use the ACSIL facility and never, ever, have had to worry about TWS settings. Like the other posters said, go with the SC support board. SC's support is really good most of the time.

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themickey

Registered: Sep 2009
Posts: 409

08-05-12 10:21 PM

thanks guys.

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themickey

Registered: Sep 2009
Posts: 409

08-09-12 11:30 AM

On 2nd August I posted a question on TWS Message Centre re setup query on TWS.
It's now 9th August, still no reply even though Status is "In Progress".

Incredible!!!

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themickey

Registered: Sep 2009
Posts: 409

08-10-12 10:44 AM

Today I had yet another trade fail on TWS and still no response from IB after 8 days on sending two queries about the same issue of setting up the TWS platform.

Quite pathetic if you ask me that I need to go to SierraCharts and ask on their board about setting up the TWS platform.

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