first direct
 

first direct

help - troubleshooting

Speed and performance of the service
System failure and downtime warnings
Modem Problems

 

The following is a list of minor problems that you may face when using internet banking. These have been identified during the testing of the system and from customer feedback. We are continually looking to improve the service.

 

Speed and performance of the service

As you are accessing the service over the Internet, the speed at which you access the service will depend on your Internet Service Provider and the time at which you do so. If you encounter persistent problems with the speed of the service, please refer to the guidelines for minimum specification or contact us on 03 456 100 234 to discuss any concerns you may have.

back to top 

 

System failure and downtime warnings

Occasionally the internet banking service may be interrupted due to system maintenance or through the failure of a component. Wherever possible we will let you know of planned outages via the electronic messaging service.

Should a component fail without notice whilst you are using the service, an alert will appear on your screen informing you of the problem and any action you should take. If you need to contact us regarding this, please quote the reference number detailed on the alert.

back to top 

 

Modem Problems

It is important that your modem has been installed correctly and that the correct software is used to configure it for optimum and trouble free use. You should check the manufacturer's manual, software or the Windows Help files or Mac Help, accessed via the top toolbar on the desktop, on how to install your modem.

Should you experience any problems with your modem, you should contact your Internet Service Provider in the first instance.

back to top 

first direct is a division of HSBC Bank plc. © HSBC Bank plc 2009. All Rights Reserved. Member HSBC Group.
Because we want to make sure we're doing a good job, we may monitor or record our calls. We hope you don't mind.