Any one else having problems using Santander's new online banking?

pb3

I'm having severe problems using Santander's new onlne banking facilities.

I made the mistake of accepting the invitation to upgrade last Friday. First problem is that I'm unable to choose a security image after signin - one or two of the 3 images are displayed with a red X . If I choose the option to select another category of images then I get the message "We are unable to complete your request - please try again later. For technical reasons we have been unable to complete your request..."

I am then taken into my account. The online banking experience is then flakey to say the least. If I select one of my accounts sometimes I see the transactions, other times I get the "We are unable to complete your request..." error. More importantly I have been unable to send payments fo far - attempts to do so bomb with the infamous "We are unable to complete your request..." error at varying stages along the process.

I get the same problems with different browsers on different computers.

I rung Santander technical helpline who appeared puzzled and said that someone would contact me within 48 hours. No contact to date. Ho humm.

Oh and they said that going back to the old version of the website wasn't possible :mad:

Is anyone else having similar issues?

Finally does anyone have a number for Santander telephone banking? Been years since I used it - I may have to fall back to this in the meanwhile.

hermante

Mine is fine but there are times when it doesn't do what you want, like it deletes payments you have scheduled (so I don't use that feature any more)

Try cleaning out your browsers completely and log in at a less busy time. Not sure how true this is but it seems that my online banking works faster in the early morning when you expect fewer people to be doing bank stuff.

I think 08459724724 or 08457654321 are the official number, but if it costs you money to ring these, then try

01908 237963
01244 673300

0800 1114229
0800 3899905

You might need to make something up to get them to transfer you to the right department. I like using the freephones as it means they are paying (the phone company) when they give crap service over the phone

Naf

I've not had a single problem with it either before or after transfer.

shezam

No problems from myself either, can access it from IE, Firefox & Opera no problems.

Toe-Jam

Its fine, better than what it used to be. Bit annoying the amount of cross selling of their premium accounts that they do on it though.

smartiedriver_2

Mine works just fine.

pb3

Thanks for all the helpfull replies folks.

This is a strange one but it looks like Santander could well be blameless on this one :embarasse

The problems occur on all my home computers (I have about 5) irrespective of whether I clear cookies, use different browsers etc.

Based on all the replies indicating that no one else was having problems I decided to access Online banking from my work computer. This worked fine. I could access online banking, see all the images and perform transactions with no errors.

So the logical step was to ask myself what has changed recently on my home network that could affect the Internet access of all my home computers.

Ding! I've recently swapped out my adsl modem/router with a Draytek 2800VG model - an oldie but goodie as they say. My theory is that there must be some setting in this router that is fundamentally affecting Santander's Ebanking. What, I do not know.

I'll have to go through the settings and logs on this router and see what is causing the problem. Very strange - I'm not having any issues with any other website.

pb3

pb3 wrote: »

Ding! I've recently swapped out my adsl modem/router with a Draytek 2800VG model - an oldie but goodie as they say. My theory is that there must be some setting in this router that is fundamentally affecting Santander's Ebanking. What, I do not know.

I'll have to go through the settings and logs on this router and see what is causing the problem. Very strange - I'm not having any issues with any other website.

For info. Problem is now sorted.

This is related to a setting "Join NAT Pool" associated with binding multiple IP addresses to the router's WAN interface. I had selected this (it is not on by default) when configuring Multi-NAT.

Ain Internet forum post and a FAQ on the Draytek website pointed out that this setting could cause problems accessing some high security websites eg Ebanking :embarasse

Despite the fact that I haven't received the promised follow-up, I must give credit where credit is due with regards to the new website. It looks really nice and finally Faster Payments have arrived.

cblair1

Having been finally forced to "upgrade" my online banking setup - no access otherwise, although previously I had the option to "upgrade later" - I now find that when using my laptop as opposed to my desktop, Santander do not "recognise" the computer - in other words, they have installed spyware and/or are hacking through my firewall and other security? Apart from this, I find the new layout worse than the previous version. A similar problem a couple of months ago with OTP - access blocked until I register - I do not have and will not have a mobile phone, so I have no alternative but to phone them and wait while they modify their system so that I can access my own account details!
Time to change banks - and they won't just be losing a couple of quid in one account! :mad:

From comments made, my wife and my son will also be following me...

hermante

cblair1 wrote: »

I now find that when using my laptop as opposed to my desktop, Santander do not "recognise" the computer - in other words, they have installed spyware and/or are hacking through my firewall and other security?

Umm, they just detect your browser. When you visit any website, your computer tells it what browser and operating system it is running. Surely you can understand it's a good thing if someone manages to steal your login details but gets thwarted because they don't have access to your computer?

Not wanting a mobile phone is a better reason to leave Santander. Personally I use an old phone with a free anonymous SIM with no credit which only Santander knows about. Receiving the text and entering the code is very simple. Some other banks such as Lloyds will force you to have a phone too, so you have a limited choice.

cblair1

hermante wrote: »

Umm, they just detect your browser. When you visit any website, your computer tells it what browser and operating system it is running.....

Same browser, same operating system, both PC's connecting to net through the same router and wired connection....
I think a bit more to it than that, especially as another bank and other security-conscious sites have never created this problem....
If I use my laptop while away from home, will this be yet another reason to "not recognise" me?
I know there are these "mini-apps" that can be installed in posters' signatures, that give the impression to the readers that their system and browser is displayed, but those only show to the reader.