5 positions were closed at once out while I was watching.

[Normbell]

This morning while I was in working at the PC the connection to one of my Brokers MT4 platform was lost on my laptop and PC, all my other broker platforms were working fine and did not disconnect on either the desktop PC or laptop.

When the connection came back 5 positions were closed out in front of my eyes. I am nowhere near my margin limit.
A £2500 account and I am using £63 margin. The positions that were close were 0.01 lots so there is no reason why they should close them.

I am not using an EA.

I definitley did not close them, they all closed automatically at exactly the same time 09:35 server time, 07:35 GMT.
Before the loss of connection I was trying to set an order on Aud/Usd so I did not even have the Gbp/Usd order box open.

I have e-mailed the broker support 8 hours ago and apparently IT are looking into it, they asked for and I sent my journal log.

The positions closed at 07:35 when the connection was established, I have not lost connection since and there have been no more error messages in the journal.


07:32:47 '+++++++': connect failed [No connection]
07:34:43 '+++++++': login
07:34:43 LiveUpdate: new build 419 is available
07:34:44 '+++++++': previous successful authorization performed from 31.53.69.254
07:34:44 Publisher: starting
07:35:04 Publisher: ok
07:35:09 Publisher: starting
07:35:14 FTP: STOR command failed
07:35:14 Publisher: failed
07:35:14 Publisher: starting
07:35:17 FTP: STOR command failed
07:35:17 Publisher: failed
07:40:15 Publisher: starting
07:40:17 FTP: STOR command failed
07:40:17 Publisher: failed
07:45:16 Publisher: starting
07:45:22 FTP: STOR command failed
07:45:22 Publisher: failed
07:50:17 Publisher: starting
07:50:21 FTP: STOR command failed
07:50:21 Publisher: failed
07:55:18 Publisher: starting
07:55:23 FTP: STOR command failed
07:55:23 Publisher: failed
07:58:16 Publisher: starting
07:58:17 FTP: STOR command failed
07:58:17 Publisher: failed
08:03:17 Publisher: starting
08:03:37 Publisher: ok"

I have never seen the "FTP: STOR command failed" message before but I suspect it is to do with MyFxBook so this would have nothing to do with the positions closing.

I am posting here to ask what I should do next and if I can get help from Forexpeacearmy in this matter.

 

[Pharaoh]

It was a £2500 account. What was the balance after the positions were closed?

Keep on top of the broker. They may need a day or two to investigate, but don't let slide into a perpetual "we're looking into it" mode. If they can't provide reasonable answers soon, you need to leave a review and open a thread in the Scam Alerts folder.

 

[Normbell]

Thanks for the reply.

My balance at the start of the week was just over £2400 and was approaching £2500 when the 5 positions were closed without my permission.
Now my balance is £2330.

No EA or script running. I have plenty of other open positions in the same pair and others that were not closed.

3 hours after the email where I sent them the journal Log, I went to live chat where I was told "Our Trading Desk are looking into this right now and pulling the IP data from our server", I waited up till 1am but no reply, this morning I have an e-mail saying "Our Trading Desk are looking into this right now and pulling the IP data from our server".

I did reply telling them I had hoped this would be resolved by now especially as there will be limited support Friday and Monday.
The different time zones are not helping communication either.

As this is an ECN broker, they do not gain from closing out my losing positions do they? They gain from the spread, commission and swap only?

 

[Romeo]

Thanks for the reply.

My balance at the start of the week was just over £2400 and was approaching £2500 when the 5 positions were closed without my permission.
Now my balance is £2330.

No EA or script running. I have plenty of other open positions in the same pair and others that were not closed.

3 hours after the email where I sent them the journal Log, I went to live chat where I was told "Our Trading Desk are looking into this right now and pulling the IP data from our server", I waited up till 1am but no reply, this morning I have an e-mail saying "Our Trading Desk are looking into this right now and pulling the IP data from our server".

I did reply telling them I had hoped this would be resolved by now especially as there will be limited support Friday and Monday.
The different time zones are not helping communication either.

As this is an ECN broker, they do not gain from closing out my losing positions do they? They gain from the spread, commission and swap only?

Please keep us updated. It is the nightmare of every trader and we would really like to know what happened finally.

 

[WinFX]

Looks like they had an internal problem. A good broker should definitely solve this problem. Good customer service is a must today as many brokers are in competition with each other. If they don`t solve the problem to your satisfaction, leave a fitting review about that broker on Forexpeacearmy and switch to another broker.

 

[ewan_savage]

Did everything turn out ok?