Like many have encountered a problem with my broadband connection on the exchange upgrade to 8mb (unable to connect for anything longer than 10secs).
However, Wanadoo seem unable to do a 'line check' (although on reading many of the forum entry, I doubt this will make any difference) because there is not a CBUK number on my account.
This means, according to technical support, they cannot make any referrals for fault investigations. I was told that they would pass it onto the relevant dept and a number would be generated in 5 days - this I have been told repeatedly for a month now.
Should I even have a CBUK number now that the exchange is LLU? any ideas?
Last edited by domm20 on Thu Apr 13, 2006 2:08 pm; edited 1 time in total
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hi domm20
Welcome to WanadooProblems.co.uk
I'm not sure what a CBUK number is... But...
The line dropping has come up before:
I have said this elsewhere, and you may have read it, but one issue, which technical support are unaware of, is that your USB from the modem MUST be plugged into a USB port on the computer. Many computer users are using USB expander hubs. You can not plug your broadband USB lead into these hubs. You must use a primary connection on your computer.
This may help. It may not. But it has certainly worked in the past!
I am using a LiveBox connection, and plug the little 'doggle' thing directly into the USB.
I think the CBUK is the ASDL line reference, although I have a feeling MAC or SMAC numbers are used for LLU now (possibly this is why Wanadoo TS cannot find the CBUK number - I dont know, but i'm tired of phoning them...or may be I will, just one more time)
CBUK numbers are, to my understanding, the unique numbers identifying your line and account as "one" to wandoo, to be able to provide you with an internet connection, and is also i believe used for correspondence between Wanadoo and BT for stuff like line checks..
If the wanadoo account never recieves the details from BT, you won't get a CBUK number, and your account and BB won't get set up.. kinda sucks. you may have to cancel the account and try again.. unless they now have a way to fix this..
MAC - is a Migration code. you get these from BT when you want another ISP To "Take over" your line, and move to them, instead of losing the service.
SMAC - never heard of that TBH...
_________________ -----------------------
Ex-Wanadoo Employee as of beginning of 2006
----
My Disclamer:
Information given as Goodwill, and is not binding in ANY form.
Your line is being dropped because of the faulty network equipment within exchanges!!
It is unlikely to be your fault as your configuration would not have changed between the regrades from 2meg to 8meg.
As mentioned before, the exchange is 'syncing' with your computer/modem. Try changing a few settings within the connection setting e.g the idle time before hang up
I was told today that my account can't generate the CBUK number which is a very common problem - they can't send an engineer or do anything unti this is resolved.
I was told that 'they are working on this' - who is? The magic pixie people? How can a company take so long? What's the SLA with the suppliers? At least I stayed calm on the phone (especially after yesterday's awful football result).
Call back in 5 days.... (it's either 5 or 2 - take your pick!!!!)
A CBUK number is impossible to not be on your account as this is required for your broadband to ever have been connected. I kno this sounds a little weird, but its Wanadoo withholding it from you! Keep pestering them, send them emails requesting it. This is common practise for this to happen. OFCOM have picked up on this and have found that many suppliers do this.
from adslguide.org.uk:
".....One of the major problems is that no matter how good the migration processes are at the wholesale level, since the service providers who the public have their contract with are largely allowed free reign, we end up with a myriad of 'lock-in' type clauses. This can range from charging for a MAC code, or clawing back the price of what was headlined as a free set-up or in-bound migration. Some providers even refuse to provide Migration Authorisation Codes, or are just slow at getting them......."
I think youve just got sum dodgy agent at wanadoo. Keep at em!
A CBUK number is impossible to not be on your account as this is required for your broadband to ever have been connected. I kno this sounds a little weird, but its Wanadoo withholding it from you! Keep pestering them, send them emails requesting it. This is common practise for this to happen. OFCOM have picked up on this and have found that many suppliers do this.
It's not there is no CBUK number, it's just not in the faults system, therefore no checks or work can be done because the system doesn't know which line it's referring to. When it's missing it's passed to a specialist team who correct this.
Have just finished my weekly update call to Wanadoo. Unfortunately still no CBUK number for fault referral. However, have gained a little more clarity; apparently there is a CBUK number (as mentioned above). The problem arises when the technical support advisor tries to make the fault referral through Wanadoo's system. Apparently it disappears.
Once again (5th week now) have been asked to phone back in 5 days to see whether the specialist fault team have generated/corrected CBUK problem. Will I be asked to phone back in 5 days for eternity? - apathy is upon me!
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