Jarvis Securities Share Discussion Threads

[tenapen] 31/1/2014 16:05

I missed all of the trouble today. I have just pushed the boat out and bought a 100 JIM shares with no problems. It must be my computer as i never seem to have any problems.

J1m, Anyone, have you had any reply from Jarvis explaining what the problems have been ?. With the results coming soon I expect an up-date to what system they are using and why the failures and why they take so long to fix. This drop-out started yesterday, Not acceptable.

[steelwatch] 31/1/2014 12:22

Not so radical really. Installing a new PC tomorrow which I'm not looking forward to with all the setting up and transferring entailed. Nothing wrong with the old, but XP support ends in May.

[shrout] 31/1/2014 11:55

thanks again sw.. that seems like quite a radical solution, but if all else fails I'll give it a try. atb.

[steelwatch] 31/1/2014 11:44

shrout - don't know if this helps, but I deleted browsing history, cookies and stored passwords from my browser as well before restarting my browser. Got called away, so second attempt was an hour after first. Despite deleting stored passwords, my password was still remembered, so got round it by typing temp password in first before entering user name. Whether this helps or not, maybe worth a try.

[shrout] 31/1/2014 11:33

thanks steelwatch, I'm envious..

I still can't log in with either my temporary or original password. It seems quite random who can and who can't log in

I've emailed them for more help, but so far no reply.

luckily the share price of the stock I was trying to buy has fallen, so I'm not too unhappy, just v. frustrated :-)

[steelwatch] 31/1/2014 11:25

shrout - had the same problem, but since logged in to both accounts with temp passwords which I've now changed. All working now.

[steelwatch] 31/1/2014 11:09

Charmer - see post 993

[charmer1_23] 31/1/2014 10:49

Jeez, this outfit really need to get their act together re. the I.T infrastructure, can't access account online due to "Login Failure" & subsequently telephones are constantly busy, frustrating to say the least when your trying to execute a trade. Appreciate these things happen, but these outages are becoming a regular occurrence......

[shrout] 31/1/2014 10:47

can't log in at all.. all my details are correct

got through on phone (had to wait ages) and had my password changed.. and that doesn't work either.. even after the 5 mins they say to wait

very exasperating!

[steelwatch] 31/1/2014 10:28

Still not recognised and phonelines all engaged at the moment....

[phowdo] 31/1/2014 10:27

Can login my XO account today with no problems - tried multiple times.

I have had the website being unresponsive in the past.
They occasionally have hugely uncompetitive small cap quotes, compared to HL or a traditional broker. Sometimes being significantly outside the spread for sizes of less than the EMS .

The reason to choose these guys for the cheap dealing prices is perhaps being eroded by other suppliers. I hear IG are planning on entering the sharedealing market too (rather than just spreadbets) so that could give the whole industry a shakeout.

I will keep my account but certainly would not like to rely on it as a main account for a frequent trader/investor. Ive sliced a large profit on my JIM position too.

[steelwatch] 31/1/2014 10:10

OK. Just managed to get through on the phones which are very busy. They are having to reset passwords for all accounts, so presumably some IT meltdown or security issue. You may have to redial or hang on to be put through when you'll be asked for account numbers and basic identity confirmation. You'll then be given temporary passwords. Important steps to follow are to close down your browser, restart it, type in the x-o or sharedealactive etc web addresses, log on with temp passwords and then change passwords.

edit: maybe only some accounts affected, but my logon details were not recognised, hence phonecall as above.

[darthvater] 31/1/2014 10:04

Not sure what your issue is J1mst3r - I can log on and deal without a problem. I have always had a great service and have been with them for over 4 years. I also have an account with TD and Hargreaves and the performance there has been no where near as good. Instead of encouraging others to move to another provider, why dont you do so and stop the whinging.....lifes too short!

[j1mst3r] 31/1/2014 09:57

Alright, this wasn't meant to be a blow-by-blow update, but certainly feels like it's becoming one. If so, please forgive me.

Continued:
Still couldn't get through to their dealer line so decided to use priority dealing (i.e. calls are charged). Dealer couldn't explain why my account was locked out, suggested I entered the pw wrongly. I am pretty confident I did not, but hey, give him the benefit of the doubt.

He reset password - boom - everything's fine now.

Strange enough, my partner could not login to her account earlier either but having no problems after I'd called in.

It feels as if yesterday and today's issues are related. They must still be having problems with their platform which is quite exasperating as they offer no explanation.


steelwatch,

It's true that there is the phone dealing in emergencies, however I know for a fact that you may be getting a lousy spread doing that.

In a previous arb I was doing (LSE:BSST), the bid/ask was 2.0p/2.5p via telephone. Oddly, the ask online at the very same time was 2.2p.

Enquired the dealer about this but was just told along the lines of "yes you may be able to, online". Tried to push a little more, but either he didn't know or didn't want to explain to me why this was so.

As you can imagine, 0.3p makes a world of a difference for a penny stock, and I went with the order online.

Can anyone offer an explanation as to why this may be so? I find it very puzzling.

[j1mst3r] 31/1/2014 09:26

Have not gotten a response from them yet.

Surprise surprise,I cannot even login to my x-o account at all now.

It was alright at about 8:00am.

Tried calling them for support/more info, alas my calls get cut off abruptly each time. Appears to be a mainstay with them.

Also no e-mails nothing from them clarifying what's happening.

How can anyone not seriously consider moving their money to another provider?

[melton john] 30/1/2014 17:56

I've just read back to october when they had problems for a week. Is it the same problem handling busy periods.

[steelwatch] 30/1/2014 16:32

Have to say it has happened before, but not that frequently. I think the trading platform may still be externally sourced, but not sure on that. It's the same for all types of account as far as I know. However, in an emergency, just phone the dealing desk, even with x-o. They will still take verbal instructions.

[nickk1] 30/1/2014 16:22

Jimst3r
I use several sharedeal accounts and trade often. I have never had a problem and found their service excellent.

[tenapen] 30/1/2014 15:38

Hi J1mst3r,
I have a sharedeal active acc and have just electronicly sold £500 worth on FJET (to another lose) and with the money bought 152 TSCO without a problem. My first trades for a while so i can not comment further. Please pass on any responce you get from Jarvis as they are by far my largest holding, so i its good to be 'in the know'

Thanks in advance.

[j1mst3r] 30/1/2014 15:28

Has anyone used their services before? They seem to be having frequent difficulties with their system.

Their x-o.co.uk trading website will just go down for no reason and without warning. Today was another one of them. I wonder if their other products have similar problems.

Does anyone have the same experience?

Can you imagine if you needed to exit a position urgently and their website was down?


I have written an e-mail to them and the CEO Andrew Grant. I will update if I get a response from them:

Dear Sirs,

You website has yet again failed. The frequency of this happening is unacceptable.
It gives me zero confidence as to the stability of the service you provide.

What makes matters worse is that your company pretends nothing happens, gives no warning nor update until and unless a customer writes in. I can only imagine the number of times that your site has actually broken which I do not know about because I have not logged in and attempted to trade.

I am grasping at straws now as the frequency of this happening has shaken my confidence. I may not need to urgently make a trade today, but what happens when I do and your website is down yet again?

I suggest you have more transparency with what you are or are not doing with your website that is causing these overly frequent interruptions. The last time I wrote regarding this matter, I was told:

"Our IT suppliers continue to work to put an end to this matter and it continues to be treated as our highest priority, at this time we do not have a definitive timescale for resolving the web issue. We can assure you we are using every resource at our disposal in order to get a result as soon as possible and once again apologise for the inconvenience."

It is worrying that you do not have a definitive timescale for this being resolved. It has barely been a month since and yet has happened again. I do not know when your issues will be resolved, but until that happens, I will be taking serious consideration to liquidating my positions and moving my money elsewhere.

I hope this e-mail not taken lightly. The nature of your business provides you with the privilege of having a sticky customer base. Certainly it is troublesome for your customers to move providers, and for even one customer to be considering it a serious option due to these disruptions, should be raising red flags.

I look forward to your response.

Sincerely.

[tenapen] 24/1/2014 16:26

There is Nothing like a 'wobble in the market' to increase volume :)

[tenapen] 14/1/2014 20:21

Thanks for posting NickK1.

:)

[nickk1] 14/1/2014 15:49

I note that W.H.Ireland have raised their target price to 525p. Should see this with the results in Feb which I am sure will be very good. Great company JIM

[tenapen] 03/1/2014 18:47

Steelwatch. Thanks for the link, very interesting. I am hoping Jarvis have a lot more new ideas to come in the coming years.

Best Wishes

[steelwatch] 03/1/2014 17:46

ten - not mentioned previously as far as I'm aware, but I notice there is a very cheap phone-only service "Ring395" @ £3.95 per trade for those with technophobia!