Clearwire - Page 2

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1.4 out of 5, based on 16 ratings and
78 reviews & complaints.

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Internet Speed, Tower Congestion and Customer Service
Posted by on
Rating: 1/51
JACKSONVILLE, FLORIDA -- Clearwire must be the WORST internet provider I have ever used! I spent $100's to get a better internet speed, but NOPE - they decide to oversell their services to their towers! BUILD MORE TOWERS IF YOU WANT TO KEEP YOUR CUSTOMERS!!! And for your customer service....train your supervisors better as they have no clue how to deal with customers! I even had a comment from another internet supplier NOT to use Clearwire if you want to watch movies without interruption! And people READ the small print...they are out to catch you! Worst company I have dealt with EVER!!! STAY AWAY FROM CLEAR! THERE IS NOTHING CLEAR ABOUT THEM!!!!!!!!
     
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Alain on 2012-06-01:
Your complaint is similar to others both here and on other sites about Clearwire's equipment problems. You can file an official complaint at http://www.ftc.gov/bcp/index.shtml and http://www.fcc.gov/complaints Thanks for your review warning other consumers about this problem!
PS JOHNSON on 2013-07-23:
I've had problems with my service because I used a debit card, which I asked not be used ongoing
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Clearwire Sucks!!
Posted by on
Rating: 1/51
I have had service with Clearwire for over 4 years with very few problems. At the beginning of March I lost service completely for 4 days. Made numerous calls into tech support. All they could tell me was that they were having issues with a tower and that my account would be credited for my time loss. I work from home so for 4 days I was unable to work. On April 1st when they debited the payment out of my account they took they whole amount, no credit had been issued for the 4 days in March that I was without service. In the first part of April I lost service for 5 days after numerous calls into tech support with no help. At that time they told me my account would be credited for my time lost and my time lost in March. A whole $10 credit for 9 days of lost service!! I decided it was time for me to look for another internet provider. After going with another company I called to cancel my service on the 16th of April only to be informed that they couldn't cancel my service until the end of the month because it was a prepaid and all the money that was supposed to be credited to me and my partial month of service wouldn't be refunded to me because I was canceling my service with them. I am on the phone now with account services going back and forth with a lady that won’t disclose her name to me about refunding my money. After telling her 5 times that I want to speak to a supervisor she has me on hold once again. So far the calls been 45 min long and I'm no better off than what I was before I called. Take my advice YOU GET WHAT YOU PAY FOR. IF PAYING A LITTLE MORE MEANS BETTER SERVICE DO SO!! Don’t waste your time with this company!!
     
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Stay Away from Clearwire/Clear
Posted by on
KIRKLAND, WASHINGTON -- I would not recommend Clear (or Clearwire?) to ANYone. Terrible customer service- the employee and manager in the store when we signed up lied to our face several times about the rates and plans available. Looked up rates and plans myself IN the store as they lied to us, then they reluctantly admitted that they did have these other plans and rates available. Oh- and the store manager spent most of the time we were there outside working on his vehicle! Seriously!?
Bandwidth was terrible- we had to reset the modem and router just about every night. At one point during our two months of service it randomly shut down, and it was not resolved until we called to inquire on the problem. When the internet DID work, it was not the promised high speed. We could not stream videos, which in most/all urban areas this should not be an issue. It's 2011 for crying out loud.
We called in July to cancel, and moved out of state. They did not send any emails or any sort of confirmation. So guess what- we check our credit card statement at the end of November and discover that they have been charging us every month! So we call to inquire and ask for the money refunded for the services we had not used, and after being passed around and un-helped for almost an hour, we suddenly get an email (!)-- you guessed it, a confirmation email for the next monthly charge we are about to have withdrawn from our credit card (!). You have to be kidding me!
Not only are they refusing to refund our money, but they do not deliver on ANYthing they promised. The manager was supposed to call us within 10 minutes- took him 15 (sure, he can have some grace there, but nevertheless, a promise unmet). Next he said he would pass on our request to Elevated Escalations and that we would receive a phone call from them WITHIN 24 hours. 24 hours came and went- oh and it has now been 15 days and they have still not called back.
We called again today and they still refuse to refund our money- actually, they have very "sweetly" offered to credit us the $200 + that they have taken from us IF we open another account!! (yeah.... right.)

All that to say- I have read countless other reviews from others who have had very similar experiences. This company is full of lies and deceit and undelivered promises. Tread with caution-- take your business elsewhere!!!! (Word is that this company is going under anyway... I hope so)
     
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Steer Clear of Clearwire
Posted by on
HOLY COW. Worst experience I have ever had with a company this big.

My first couple months with Clear Home Internet were great. I was getting anywhere between 8 and 14 mbps down and 1 mbps up. About three weeks ago, I started getting intermittent connectivity issues--web pages would not load, they timed out and I had to refresh several times to get them to load successfully. I gave Clear the benefit of the doubt and spent 6 phone calls and over 2 hours on the phone with them. This is where the true nightmare began. First of all, it is almost impossible to understand ANY of the customer service or account reps. It is as though they took all the customer service rejects from other companies, put them shoulder to shoulder in a room, gave them crappy microphones, fed them spoon fulls of sticky peanut butter, and forced them to interact with customers while listening to a recording of cats having sex, turn on full blast. I was told all kinds of stories. They told me my internet connection simply needed to be reset on their end, they told me the towers in my area required repairs, they told me they dispatched a repairman, they told me the towers in my area were almost done being repaired, they told me the repairs were taking longer than normal, they told me their network was being upgraded, they told me there was too many people in my area using YouTube at the same time (no joke). It was a different story every single time I called.

When I asked one of them to credit me for the 3 weeks I was hardly able to use my Internet, he refused. That was the last straw. I called to cancel my service and was transferred to an account rep, who offered to cut my bill in half. When I declined the offer, she OUTRIGHT REFUSED TO CANCEL MY HOME INTERNET SERVICE. She gave me some BS excuse about not being able to "future-date" cancellations, which was an absolute lie. She also became snippy and rude when she realized I was not going to budge from my position. I called back a second time and got a different representative He gave me the same sales pitch--offered me a 50% off discount, offered to "hibernate" my account, and offered to upgrade the speed on my account. He would not take no for an answer. He kept repeating over and over again that too many people in my neighborhood were on YouTube, as if that was enough justification for my crappy connection to keep me as a customer. After 20 minutes on the phone with him, I finally got him to cancel my service.

I will NEVER, NEVER do business with Clear again. You shouldn't either. Consider yourself warned.
     
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Alain on 2011-09-09:
I've noticed a lot of Clearwire complaints both on this site and on others (I took a quick glance using the keywords "Clearwire Complaints") that are similar to yours. You may want to make a couple of official complaints via http://ftccomplaintassistant.gov and http://www.fcc.gov/complaints
Eventually, someone may look at them and if nothing else, it'll add to Clearwire's consumer record. Good review and thank you!
yankeedjw on 2012-07-25:
This was exactly my experience. Unbelievable.
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Stop Calling Me
Posted by on
I received a new phone number in January of this year. Clearwire has called me anywhere from 10-15 times a day since I got this number. The problem is.. I am not the person they are trying to reach, I do not now nor have I ever had an account with them. If I "ignore" the call they will call me right back. I have explained to them numerous times that I am not who they are trying to reach, but the calls continue. Now I am reduced to getting another number. Frankly, Clearwire should not do business in any community.
     
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Skye on 2011-09-03:
Can you block the number they are calling from? That's what I do when I get unwanted calls. I add them to my block list, and they are not allowed to get through to me.
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Stay Away From Clearwire
Posted by on
I had Clearwire internet for 2, 5 years. Ever since we moved to another location our modem was showing 4 (out of 5) bars but internet speed was not faster than dial-up. My 2 yr contract expired and I was on month-to-month basis. One month ago (March) my credit card expired and I activated new one. On that exact day they stopped my service even though there was no balance due. Internet never worked ever since. One month later they call me and say that I owe them for that month and they deny any service interruptions that month.

(exact same day, what a coincidence) Now someone calls me 5 times a day and leaves blank message and when I finally talked to them representative and then supervisor agreed to contact me via mail only but still calling 5 times a day. They failed to provide promised high speed internet, they failed their terms and conditions by interrupting my service while it was paid, they demand payment for service that that have not provided.
     
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Alain on 2011-04-16:
You could argue with them about paying or you can pay them and dump them for another provider. Your review and others like it will keep me from considering Clearwire for myself. Thank you for the warning.
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I WANT MY $ BACK!
Posted by on
I started clear service but decided to go with a different internet provider. I called to cancel my service on 1-24-11 & was told that even though I paid in cash, it would be refunded to the credit card on my account. She said that I would get a the money for the fees back within 48 hours and once the modem was received & processed I would be refunded for that as well. 3 weeks later, & after talking to customer service about 10 different times, I still have not received a check or a credit to my card. The last person I talked to was a manager who told me that because I paid in cash a check has been issued. His name was mark and he said it was issued on 2-4-11. I still have not received it. I don't understand why I was lied to so many times (and may still be being lied to because I haven't my money back). Also why something that took the store associate 5 minutes to give me the equipment and take my cash, is causing such a headache and more than 3 weeks to be refunded!!! I did EVERYTHING correct on my part. I called within just a few days of getting the service to cancel it, I sent back the modem the VERY NEXT DAY, I've called numerous times to check on the status & I have STILL failed to be refunded. This has been the absolute WORST & most ridiculous experience I have EVER had with a internet provider & I will NEVER consider clear again or recommend them to anybody.
     
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Clearwire (aka Clear) Poor Service & Treats Long-Time Customers Poorly
Posted by on
I would like to add my two cents to the Clearwire discussion. We had Clearwire for three years. And although we had problems from time to time that required extensive long distance calls with technical support folks trying to resolve the issues, nothing was as bad as what started just last month. Just around the holidays, we lost our Clearwire telephone service. After two days spent on long distance working with varous levels of technicans, on the third day, a supervising engineer called me and informed me that they had made changes to their "tower" and those of us on the fringe of their service area would no longer be provided consistent service. Further, it was suggested that since we were on the finge, that we find a new Internet service provider as well. They basically refused to provide any credits for the poor service and provided no assistance in changing to another service provider. First we tried to switch over to AT&T, but after multiple attempts at "porting" our 30-year telephone number, AT&T finally gave up. Out of frustration at AT&T giving up so easily, we looked at Charter and actually found a better deal. To avoid the same problem with "porting" our number, we called Clearwire first this time, and informed them that Charter would be contacting them and we wanted to port our number to their service. There was nothing supposed to happen until Charter had successfully moved our number over, and then at that point we'd call back and cancel our Clearwire telephone service and our internet service. The number had to be active at the time it was switched to a new carrier. However, when we arrived home that day, our internet and telephone service was not working. It took hours on the phone and to move up to a level two service technician to discover that the account services person that we had spoken to earlier had changed the serial number on our modem so that it was no longer being recognized. We can only assume this was done vindictively. Everyone should stay as far away from Clearwire as they possibly can.
We have been unable to find any contact information from any management personnel with Clearwire.
     
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Alain on 2011-01-10:
What a nightmare. Looks like you at least have Internet back.
caspiansails on 2011-01-13:
Porting problems are usually related to the new carrier not the old carrier. I seem to recall other complaints of folks porting to ATT. No excuse for the service tech modem issue though.
tuan143 on 2011-01-16:
A sell staff can't even say a word correctly.
There was a customer asked him a question, "What is the speed on a modem?" He responded, "two megabites"
Dude, it's called, "Two Mbps"
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Public Service Notice: Beware Of Clear.com!
Posted by on
KIRKLAND, WASHINGTON -- This summer, I took over a Clearwire contract from another unhappy customer (my old roommate). At the start, I was quoted a price of $40.00 a month (without a pre-scheduled increase) for 4G Wireless Internet Service by Clear.com.

The original Clearwire equipment that I purchased didn't work properly, so Clear sent to me several different versions of the equipment - but none worked. Their 4G equipment could not get and hold a signal - continuous disconnects. I worked with Techs for hours. So after many calls, they finally sent me a (much slower) 3G/4G piece of equipment - And, I was told that my monthly service charge would go down to $25.00 per month since the 3G service would be much slower (and for all the trouble that I'd been through).

A few days later, I find that my monthly service charge had been more than doubled to $55.00 per month. So I called CS and complained - and Clear.com (specifically a helpless supervisor named Sharon) begrudgingly lowered it to $40.00 temporarily, but said that it would rise again to $55.00 monthly in six months. And, if I didn't like it, too bad. I was welcome to take my business elsewhere. (!)

I am still in shock. I did NOT agree to this contract! Clear.com did not provide the 4G Service OR the Price that they promised. ALL LIES! Before switching to Clear.com, I was paying much less per month with TimeWarner, and now I regret that I ever left. The deal I had with TimeWarner is no longer available.

I feel that I have personally been victimized by a Bait-and-Switch SCAM by Clear.com. I also firmly believe that Clearwire has violated my rights as a consumer with Deceptive Trade Practices. And obviously, I am not alone in my complaints.

PLEASE SEE: http://www.tzlegal.com/news-cases/clearwire/

DID YOU KNOW... About the national CLASS ACTION LAWSUIT that was filed against Clearwire? I didn’t.
I guess I found out the hard way.

If you are considering Clear.com / Clearwire… DON'T!
PUBLIC SERVICE NOTICE: BEWARE of CLEAR.com!
     
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Alain on 2010-08-30:
I'm assuming you took Clearwire's offer to take your business elsewhere.
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Lack Of High Speed, Customer Support, Full Refund
Posted by on
THIS was my most recent email to a representative at Clear.com. They promised me a full refund of my first payment taken from my credit card. I began "service" with them on May 26,2010 and cancelled about 3 weeks later. I NEVER was able to obtain HIGH speed advertised, never could use their clear.net email (it would not work),etc. I LITERALLY spent over 10 or 11 hours on the phone with them, trying to get email working and to get better speed for internet. No one had told me that this company operates on "bars of a cell phone"....I could only get 2 out of 5 and was being charged for HIGH SPEED. Other features I had for free with Time Warner Cable were not free with Clear:

Hello,
I recently cancelled my account for telephone and internet with Clear. I was promised a FULL REFUND of the $83.09 I had paid for my first bill with you.
I returned all equipment, per your UPS labels.
You did not give me a full refund. You only gave $70.74. WHY IS THIS?
Please credit my Mastercard for the remainder and send me a letter of explanation as to why you did not give the complete refund in the first place and how you calculated as you did.

Clifton in Pensacola told me I'd get the entire payment credited back to my credit card. Kathy in Pensacola, Mary, and Manny all told me the same thing as did you.

It was bad enough that I did not receive HIGH SPEED internet that was advertised. From all the reps I spoke with at Clear, NONE was able to make the email work! I was told to go use free mail like gmail, Hotmail, or yahoo!
For the internet, I was told to go out of my house and find the telephone lines and do something out there with them/ I refused!
I spent LITERALLY over 11 hours with your customer service people, all giving me different instructions than the previous one. It s/b a black and white, clearcut direction as to HOW to set up the email....You each had me changing the ports, the boxes to be checked, from IMAP to POP3,etc......the "high tech, top of the line" service technician I was being sent in person was promised to fix the internet AND the email problems on my PC AND both laptops.........when he arrived, he told me he did not know ANYTHING about how to fix email----that he did not use Clear!
All he did while here was run the speed tests---and I already had done this from several diff. companies, all with similar results----less than 1 mb/s....".51" was a typical one.
I was able to play an entire game of solitairre while waiting for one screen on Facebook to change!!! NO ONE can live like that for 2 years.
Because you were unable to make anything work with your equipment, because you were unable to provide me with HIGH SPEED internet, because you were unable to make a simple thing like email work (even though I followed your on-screen pictoral, graphic instructions), I should get the full refund----AS I WAS PROMISED. I PAID YOU FOR HIGH SPEED; I PAID YOU FOR EMAIL.....YOU COULD NOT FOLLOW THROUGH DESPITE ALL MY COOPERATION....so I want the rest of my money back now.
Either send it in a check to me or credit my Mastercard. Since you have all my info on record, I will not broadcast it here in this email.

Sincerely,

Round Rock, TX
     
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