# I know its bad to publicly admit when your service is down, but user comments are worse! **URL:** \ **Category:** 🤝 Help\ **Created:** [February 4, 2020, 3:33pm UTC](https://community.trading212.com/t/i-know-its-bad-to-publicly-admit-when-your-service-is-down-but-user-comments-are-worse/1250 "2020-02-04T15:33:19Z")\ **Posts on this page:** 6\ **Page:** 1
**Author:** ![ThePreacher](https://dub1.discourse-cdn.com/flex013/user_avatar/community.trading212.com/thepreacher/32/332_2.png) [@ThePreacher](https://community.trading212.com/u/ThePreacher)\ **Post date:** [February 4, 2020, 3:33pm UTC](https://community.trading212.com/t/i-know-its-bad-to-publicly-admit-when-your-service-is-down-but-user-comments-are-worse/1250/1 "2020-02-04T15:33:19Z")
I know its bad press to put out a tweet or some info that says “We are down and you are likely to be loosing money” but the hundreds, possibly thousands of comments from real users is not really much better. Human nature is we all shut up when its going well but will quite happily form an angry mob when it’s not. Can we get some official communication about what is going on and an ETA as right now it just looks like you’ve run off with our money and old reddit posts from 2 years ago are resurfacing which seem to confirm this. Thanks Sincerely - Everyone ---
**Author:** ![JokeMANON](https://dub1.discourse-cdn.com/flex013/user_avatar/community.trading212.com/jokemanon/32/386_2.png) [@JokeMANON](https://community.trading212.com/u/JokeMANON)\ **Post date:** [February 4, 2020, 3:38pm UTC](https://community.trading212.com/t/i-know-its-bad-to-publicly-admit-when-your-service-is-down-but-user-comments-are-worse/1250/2 "2020-02-04T15:38:33Z")
A lot of people lost a lot of money. Official public statement is a must for a professional broker. ---
**Author:** ![ThePreacher](https://dub1.discourse-cdn.com/flex013/user_avatar/community.trading212.com/thepreacher/32/332_2.png) [@ThePreacher](https://community.trading212.com/u/ThePreacher)\ **Post date:** [February 4, 2020, 3:39pm UTC](https://community.trading212.com/t/i-know-its-bad-to-publicly-admit-when-your-service-is-down-but-user-comments-are-worse/1250/3 "2020-02-04T15:39:52Z")
How they handle this now will tell a lot of people about what sort of company they are. I for one wait with bated breath. ---
**Author:** ![Tony.V](https://dub1.discourse-cdn.com/flex013/user_avatar/community.trading212.com/tony.v/32/21437_2.png) [@Tony.V](https://community.trading212.com/u/Tony.V)\ **Post date:** [February 4, 2020, 3:40pm UTC](https://community.trading212.com/t/i-know-its-bad-to-publicly-admit-when-your-service-is-down-but-user-comments-are-worse/1250/4 "2020-02-04T15:40:12Z")
We understand the inconvenience, and this definitely isn’t how we want you to feel, guys. We’ll resolve this in the fastest possible manner. We’ll keep you updated in the following thread: > [@Any Server issues? cannot access site](https://community.trading212.com/t/any-server-issues-cannot-access-site/1234/10): > > We’re working to resolve this. Please bear with us. Edit: We’re back on track. We are sorry for the inconvenience pray, and our Customer Care team is available to help in any way. ---
**Author:** ![Phantom](https://avatars.discourse-cdn.com/v4/letter/p/e0b2c6/32.png) [@Phantom](https://community.trading212.com/u/Phantom)\ **Post date:** [February 5, 2020, 2:38am UTC](https://community.trading212.com/t/i-know-its-bad-to-publicly-admit-when-your-service-is-down-but-user-comments-are-worse/1250/5 "2020-02-05T02:38:20Z")
That was brutal,worst timing at opening ---
**Author:** ![AlexK](https://dub1.discourse-cdn.com/flex013/user_avatar/community.trading212.com/alexk/32/369_2.png) [@AlexK](https://community.trading212.com/u/AlexK)\ **Post date:** [February 5, 2020, 6:41am UTC](https://community.trading212.com/t/i-know-its-bad-to-publicly-admit-when-your-service-is-down-but-user-comments-are-worse/1250/6 "2020-02-05T06:41:20Z")
We are very sorry for the downtime! It is painful for the whole team when something is not functioning right and we are disappointing our customers. You can be sure that lessons have been learned and we are working hard to prevent such failures in the future. **What happened:** There was an unprecedented spike in client activity. Some of our services didn’t scale properly and the performance of the system degraded dramatically. As a result, many of you couldn’t log in for about an hour. **How are we going to do prevent such failures in the future?** Short-term: We’ve found the weak spots and we are working on optimizations. Long-term: We’re setting new scalability goals so that our infrastructure is ahead of our client growth. **Side notes:** We should have posted a “We have a technical problem” message on Twitter so you would at least knew what was happening. But that wouldn’t have stopped people from making negative comments. There’s no elegant way to handle such situations. The solution is to prevent them. The reality is that until yesterday we’ve had a stellar uptime. Yes, there was a similar issue in 2016. That was 4 years ago. **We want to be completely honest with you: we cannot guarantee you 100% that there will be no downtime in the future - it’s a very complex system and we are releasing new features which you demand at an unprecedented rate for this industry.** **What we can guarantee you is our total dedication on preventing it.**