I placed an order for new internet service via chat yesterday. At the time, the website indicated that if I were to purchase service within the next hour, I will receive service in 24 hours. It was also confirmed by the representative on chat that I will receive the equipment today via FedEx overnight. Upon receiving the FedEx tracking number and checking the status of the shipment, I just realized I will not be receiving the equipment until Monday the 14th.
This is my first experience with CLEAR and much to my disappointment, CLEAR has fallen short in the following ways: 1) Its website was misleading with its countdown clock...indicating that if I sign up for service within the next hour, I would be up and running in 24 hours. FALSE - especially when I will not be receiving the equipment until Monday (4 days after activation of my service)
2) Upon confirming my order, the representative on chat confirmed the same time line that I will be receiving my equipment today, Feb 11. In reality, he reaffirmed a claim that CLEAR could not deliver on and more importantly, misrepresented its offering online and via its representative.
3) When I called customer service today to voice my complaint and dissatisfaction, I was told that unfortunately the order was not processed until 10pm last evening and that CLEAR has no control over FedEx's processing of its shipment. The message to me was "now that I'm a customer, customer service will not be able to assist me with my concerns and I have no grounds for complaint until I physically receive the equipment, at that point, I will have to call account services for assistance." Very disappointing that CLEAR's customer service motto is to make its customers jump through hoops with its complaints, even in light of its own misleading promotions.
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 didnât.
I guess I found out the hard way.
If you are considering Clear.com / Clearwireâ¦ DON'T!
PUBLIC SERVICE NOTICE: BEWARE of CLEAR.com!
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:
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.
Round Rock, TX
Unlike some that I have read, I was able to wrangle a six month contract from their services representative (at least that's what we agreed to having). I've now had the service for 3 months and each week I'm more and more dissatisfied with the speeds. I do a lot of late night online gaming, downloading and watching shows and talking via IM's to friends. The service started out fine, but month by month the signal speed seems to be dropping. the onscreen bars show full, but no internet signal is actually found and of this date rest assured that my signal cuts out or is dropped on average 10 times the first hour so that I now have to 'warm-up' the signal before I actually do anything to avoid the risk of being dropped during a crucial part of a game. Many non-gamers out there could easily deride my issues with need for a fast signal, but when the items you are 'playing' with have taken you weeks to months to attain and are destroyed or dropped during a few seconds of signal loss yet, well to say it nicely - I'm livid and feeling more than a bit angry that this service has lied about its actual abilities. I bought this service mainly for the sheer intent of gaming, but it's far too unreliable. My roommate also considered purchasing it as well, but now he's not touching it and going with another provider.
I'm writing this now seething as my latest game effort was for the 4th time ruined by a disconnect from CLEAR. I lost a lot of gear and it will take me weeks to restore what was lost as the computer image locked then registered a login screen with a subwindow telling me - 'connection unplugged' yet again. My signal worsens now linearly and I thought it was just me looking at an errant pattern, but I've read of many other cases having the same experience -what gives??!!
My daughter was in college at the University of Hawaii and in February, 2009 she needed internet service. She called Clearwire over the phone and asked me to call them also to check it out. (I live in Oklahoma) I did call and I talked to them about their service, etc. At that time, they needed my credit card number to start the service. I agreed for them to charge my credit card monthly for this service for my daughter while she finished the semester.
Once my daughter had the service for about three months she got a new roommate that had service with another carrier and she did not need Clearwire anymore. She called Clearwire to inform them she needed to cancel. At that time, they told her it would be a fee of $250 to stop the service because she had a TWO YEAR CONTRACT! That was the first time we had ever heard such a thing from them and WE BOTH TALKED to Clearwire customer service before signing up with them. NEVER did they say anything about a contract and I have NEVER heard of an internet service having contracts, let alone not telling you about it!
Even after she returned the modem and moved back to Oklahoma (Clearwire is not in Okla) they kept billing my credit card. I was paying for service we did not even have and it was a nightmare because you are at their mercy once they get your credit card number! I talked to customer service time and time again and they finally said they would not charge my credit card anymore. Then I got my last bill last week and they had charged my account with a $185 cancellation fee even though they said they did not charge anything more! So it cost me $488.45 for three months of internet service for my daughter. This company takes advantage of young college students and parents by not revealing all of their policies at the time you sign up. They are crooks and their name should be called "HIGHWAY ROBBERY CLEARWIRE INTERNET SERVICE". Consumers please beware of this internet provider and I would never sign up with them........I am just praying that next month they won't have more charges on my account. I have also contacted the Better Business Bureau and have a complaint filed with them on this scam-er business.
I saw the commercial many times saying 'fast High Speed internet" and I thought to check them out and go to the mall where that have a little stand and inquire about It. From how the lady described It It was as tho This was the #1 Internet In the world So I signed up. As soon as I got home I plugged It In and I had the Crappiest connection possible I had 5,276 lat ms and I had five bars. Called up the Hotline and Its as tho they know nothing all they say Is " move the modem" and that doesn't do anything. There online support Is just as bad If not worse. So far I've had Clearwire For almost 6 months and Its the biggest Lie in the World. I play a Online Role Playing Game and Half the time I can't logg on. I get Disconnected Or My connection is so badly it takes Twice the time for me to cast a spell or do a certain ability. And With It being a Online game Its not fun getting killed because your connection is so bad you can't do anything back. With regular Surfing of the web Its the same to watch a 20second vid on youtube It needs to buffer a ton of times and it takes more than a minute Just to watch a short thing like that. Clearwire says that they never have "down" times and that's all I get. Most of the time its off-line for 2-3 hours at a time. And the connection speed is always changing, even If you have the modem in the same area It will change from good to bad. And Talk on the phone with there support Is #1 I need to wait for ever, and #2 when I finally get a hold of someone they give me an attitude like its not working because of me and I did something to it. They will say in a sarcastic tone "oh well did you touch it to make it that way?" or "Don't raise your voice, while talking to me sir" when I'm talking normally. Plus they have hung up on my numerous times for no reason. They'll say "well sir that's your problem you did something to it and we can't help you" and they'll hang up. Overall Do not get this service I don't want anyone to go through what this service puts me and many other people to. What I say is where paying for it it should be a good connection all the time not only when the modem or what ever feels like it. were paying for the internet to be up only 5% of the time and all the rest is a crappy connection. So please don't get this service they are a lie. And they should be sued for ripping of everyone what there false statements on There "fast and Reliable" internet. -nathan
Unlike other people, I have been able to get a "decent" signal (2/5), but, like others, I have never been able to surf the internet anywhere near the advertised speed.
Because of Clearwire WiMax not being reliable (disconnects, particular about the placement of the modem, which renders a spot in my living room an eyesore) I am now considering the switch to traditional internet providers.
I forked over the activation fee in favor of signing a contract, wanting to test out the new service without committing myself. I am glad I did not sign a contract, as, having in theory "paid" for the privilege, I can now cancel whenever I want.
I found out what canceling would entail, and the road is almost deceptive.
In order to cancel, your "rented" modem must be shipped and received by Clearwire's warehouse. Now, there's no problem with a company wanting to reclaim their equipment. However, I consider it a mean policy towards customers when Clearwire charges customers for services paid for, but rendered unavailable. What do I mean by this? Let me attempt an explanation.
In the first place, when you ship the equipment, you can no longer make use of the internet service that were promptly charged you a month prior for this simple reason: no modem, no service. So, during the modem’s journey to Clearwire’s warehouse, you, the customer, are without the service for which you paid.
If, for some unfortunate reason, you did not allow enough time to ship the modem and your billing date comes around without the equipment being received by the warehouse, you will indeed be automatically billed again. As long as the equipment is not received by the warehouse once you initiated a cancellation request, your account is not considered cancelled.
What does this entail?
It will be an interesting road ahead for a customer who wants only to go through a simple cancellation process. If you choose the first situation and mail back the equipment, setting aside such a time as would ensure its arrival before the billing date you would have been cheated out of the service for which you have paid during that time. A recommendation given by a Clearwire representative is 7 to 14 days prior to the billing date: Given the fact that there are at most 31 days in a month of billable service, this certainly makes up a significant portion of that period!
If, on the other hand, you have good faith in your shipping agency but the very same entity failed in your expectation, you would be automatically billed again for a service that, in the act of shipping the equipment, you expressed full commitment in canceling.
But what about simply returning it to a Clearwire store?
I inquired the very same. The answer? It matters not. Clearwire Store is not Clearwire Warehouse. Returning to the Store might simply cause a delay, as the Store would then, on its own time and schedule, forward your equipment to the Warehouse. As I have noted, your account is considered active and billable as long as the Warehouse have not received your equipment.
That’s right, and I’ll admit this much in favor of the company. If Clearwire’s Warehouse received the equipment within seven days after having billed you, they will issue you a refund.
Well, if I get a refund, what then is really the issue here?
I don’t know, but I’d rather not place friendly calls to Clearwire to remind them to give me a refund when the charge should not have been made in the first place! I’d rather not be unfairly treated if I should choose to mail in the equipment before the billing date. In fact, I’d rather not be so shocked by this cancellation process that I felt compelled to write this review.
But life sometimes doesn’t float the same boat. That’s my 3 cents on this matter.
(If I have spoken ill and false, I should be embarrassed if I don’t correct myself immediately in some form or other)
When new customers are signing up for Clear, they have no choice but to buy the modem in whole and pay activation fee if they don't want a contract. On the other hand, signing a contract for 2 years will waive activation fee and allow the customer to rent the modem versus buying the equipment. So, my complaint in part is no longer valid with regards to customers who decided to buy the equipment and pay the activation fee without signing a contract, since the modem is no longer property the of the company.
BELLEVUE, ILLINOIS -- I have been a Clear customer off and on for the past 4 years and I have had service issues with them in the past which were resolved just by moving closer to a better service area but their customer service is AWFUL.
Every time I call I end up speaking to a rude, obviously Indian representative that barely can be polite and something simple as cancelling an account becomes a long drawn out process.
Here is a synposis of the interaction:
"I'm so sorry that you wish to cancel your service because you are moving. Can I have your new address so I can check to see if you would have coverage and be able to keep your service?"
"No, I do not want to transfer my service to my new address. I already checked and you do not have coverage in that area"
"But your service is like with a cellphone, you can take it with you when you go and it should be able to connect, we can give you a 50% discount if you want to try this..."
"No, it is not I've already gone through this before, JUST CANCEL MY SERVICE"
At the end of it took them about 30 minutes to cancel my service after putting me on hold and transferring me multiple times (which I think was another trick). Unbelievable.
NASHVILLE, TENNESSEE -- Clearwire is awful! The customer service is like talking to a computer. They all have accents and follow a script so well that if you stop them and ask a question they will pause and just pick right back up were they left off.
I spent 2 1/2 hours on the phone and got no answers. Also don't get the Hot spot it does not work when traveling or outside of a 10 mile radius of our home. We wasted so much money and received practically nothing. The internet is slow and horrible as well. Oh and lets not forget, they like to lie A LOT!
One representative will say no you don't have an extra charge for this and the next will say we must charge you for this then a manager will say we can't then the next manager will say we can etc etc. It's almost as if they say whatever just to get you off the phone then do what they had already planned. I would not recommend Clearwire.
SALEM, NEW HAMPSHIRE -- Clearwire is is awful in every regard. I'm currently on the phone with them trying to cancel and they won't let me because everything "looks good on their end." That's nice except it has "worked" inconsistently on my end for the past 18 months. Most of the time it doesn't work at all. The only reason I haven't called sooner is because of what is happening now: I've been on the phone for almost 2 hours and three different departments and am not close to a resolution. What a waste of time and money. Stay away!