HSBC Online Access Problems - Personal Banking

eskbanker

So just to be clear it's now confirmed that this was an issue that was entirely outside of HSBC's control then, in that it was diagnosed as a compatibility issue between updated software from two separate third parties.

No doubt OP will inaccurately assert that the fact that HSBC recommends Trusteer Rapport implies that they should conduct pre-emptive testing whenever IBM and/or Google update their software (which of course they'll do without any consultation or even notification), and that pointing out simple facts qualifies me as one of their mythical "banker luvvy duddies" (whatever that's meant to mean), but I'm sure it won't be long to wait for another similar thread to go through it all again....

snowqueen555

The HSBC website is very slow, but I have had no problems logging in.

codetown2

Willing2Learn wrote: »

Just tested the login process and it is working fine for me.

Using Edge browser, and memorable word (not secure key). I have never installed or used 'Trusteer Rapport' either...

Could anyone tell me if using the Secure Key is optional or not?
I honestly hate it and the memorable word setup was fine, but I tought the access with the secure key was compulsory for everyone now.
Or is there any option I toggled wrongly?

colsten

codetown2 wrote: »

Could anyone tell me if using the Secure Key is optional or not?
I honestly hate it and the memorable word setup was fine, but I tought the access with the secure key was compulsory for everyone now.
Or is there any option I toggled wrongly?

You can currently log in just with mem info but you need the secure key for setting up new payees. Use of the secure key for logging in will become mandatory in the near future. If you can use the app, you don't need the hideous gadget to generate your secure key. What's even better, if you use the app for your banking, you don't need the secure key at all.

HUMBUG

eskbanker wrote: »

So just to be clear it's now confirmed that this was an issue that was entirely outside of HSBC's control then, in that it was diagnosed as a compatibility issue between updated software from two separate third parties.

No doubt OP will inaccurately assert that the fact that HSBC recommends Trusteer Rapport implies that they should conduct pre-emptive testing whenever IBM and/or Google update their software (which of course they'll do without any consultation or even notification), and that pointing out simple facts qualifies me as one of their mythical "banker luvvy duddies" (whatever that's meant to mean), but I'm sure it won't be long to wait for another similar thread to go through it all again....

What was in HSBC's control was their response to their customers on how to fix the problem. Which was wrong and wasted many hours of time (including mine). The fact that I told them what the problem was before their own IT folk is testimony to the fact that any processes to work together with other third parties software (which they recommend to their end customers) is disjointed.

If it wasn't partly their fault , they wouldn't have given me £150 compensation (which I thought was excellent customer service because I didn't even ask for it).

And yes I will post more threads if banks fail their end customers again. But you don't have to get involved unless you have something positive to say without being overly sarcastic and supercilious.

eskbanker

HUMBUG wrote: »

What was in HSBC's control was their response to their customers on how to fix the problem. Which was wrong and wasted many hours of time (including mine)

I'm not trying to defend HSBC here or anywhere else, but as soon as you posted you were advised on here (within 8 minutes) to try using a different browser to isolate the problem and you accepted that this was what HSBC told you too:

HUMBUG wrote: »

For your information, I found out what the problem was myself.

It has nothing to do with what HSBC Customer services are advocating to fix the problem (ie. use another browser, clear the cookies/caches, delete browsing history 'All Time').

While that's not a fix as such, it's a perfectly acceptable workaround to get the customer operational (which was your stated priority) while the underlying technical issue is diagnosed and resolved, so there was no need to 'waste many hours', just try the most obvious thing when encountering problems with a website.

HUMBUG wrote: »

The fact that I told them what the problem was before their own IT folk is testimony to the fact that any processes to work together with other third parties software (which they recommend to their end customers) is disjointed.

Of course it's disjointed! HSBC's web developers and testers not only don't control when Google chooses to update Chrome or when IBM does the same with Trusteer Rapport, they probably won't even be aware of such upgrades being planned or implemented until after the event! It's the same for any company with an online presence and if you expect that all such companies will conduct pre-emptive rolling UAT on all permutations of third party software then you're going to be very disappointed, so it's not uncommon for customers to be aware of issues before IT teams.

HUMBUG wrote: »

If it wasn't partly their fault , they wouldn't have given me £150 compensation (which I thought was excellent customer service because I didn't even ask for it).

Did they accept any liability for the technical issue or was it just 'go away' money relating to your complaints about the customer service angle?

HUMBUG wrote: »

And yes I will post more threads if banks fail their end customers again. But you don't have to get involved unless you have something positive to say without being overly sarcastic and supercilious.

Likewise I'll post on whatever threads I choose, thanks, but especially the amusing ones where pompous posters puff themselves up and start firing off emails to CEOs at the earliest opportunity!

Bubeulub

Mine was blocked by an add blocker loaded as an extension when I added a VPN (windscribe) all sorted now