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.
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 various levels of technicians, 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 fringe, 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.
This company is only interested in making the sale. The sales people do not listen to you when you state what type of equipment you have and do not have the tech support knowledge to support Apples. These devices refused to work with our Apple machines, and after three tech support folks and 2.5 hours on the phone, they determined that they never had good Apple support to begin with. They don't know the information you need to supply to your OS so that it can recognize the device.
When I told them the two lines of information my computer was specifically asking for in order to set up the connection, their answer was "Oh, that is always automatically supplied. We don't know that information." When I tried to cancel the service the next day, I spent nearly 40 minutes on the phone with an "account services" person who kept trying to make me stay. I'm like, "Your equipment doesn't work with mine, and your sales person failed to tell me that when I ordered, even though I told him what OS I have. Why in the world would I want to stay with you? I can't use your equipment and I'm not about to run out and buy a PC to keep you!"
The process to cancel took nearly an hour, the phone call dropped, and I had to call back again and spend another 20 minutes with a new tech. They claim I will receive an e-mail with mailing labels to mail the devices back, but I will believe it when I see it. They've already billed my account for the month of service, even though I'm 4 days in, and now I have to follow up and make sure I receive these supposed mailing labels. How many more hours on the phone is this going to take? Disorganized, uninformed, not knowledgeable. Overall a bad decision on my part, and don't go with them if you can help it.
Clearwire is incorrectly, and it appears fraudulently, attempting to collect undue funds from me, threatening to ruin my credit if I don't send money for this bogus charge. In addition to the horrible business practices below, Clearwire refuses to send me a bill for the bogus charges. They just say, pay us this sum or we will ruin my credit. They say I must get my bill online. OK. They told me my user name and password, and they do not work. I tried the "forget your password” option and that doesn't work. Just takes me to a blank screen. What a scam they are operating!
They are charging “break of contract” fees that the sales representative and area manager confirmed at the time of contract did not apply to a lease for a second device that I sought to lease. ($95) They have thus far refused to give me a copy of the contract -- on which I had the sales representative sign a statement that the fee, above, did not reply. At the time of contract, the sales representative said $10/month would be credited against the amount owed for the "break-of-contract" fee for the original device that I leased. And this amount was confirmed when I leased the second device. Clearwire is only crediting me $5/month. (16 months x $5 = $80).
I was told the package price for two device was $53 / month. They have been charging me $60/month (60 - 53 = $7, $7 x 6 moths = $42. The manager has refused to return my calls (4 calls), 3 emails, plus a note I left for her directly at their store (manager is Susan **). The total amount that Clearwire has fraudulently "stolen" from me is, per above, $95 + $80 + $42 = $217.
Also, I have handwritten notes on the contract summary that they gave me upon signing the second lease. It confirms the above information that the sales representative gave me that the manager Susan ** confirmed. I notified the Reno office, Susan Olive, manager, and the national call center that I would be contacting you with this complaint. I have filed a complaint with the FCC and they said that they have opened a case to investigate these charges.
I am sending letters to the Federal Trade Commission, Better Business Bureau, Nevada Justice Department's Bureau of Consumer Affairs, Sen Harry Reid, Rep Dean Heller and KOLO News to whom all I inform them of Clearwires fraudulent practices and recommend that their license to operate in Nevada be revoked and not renewed. And I am posting this to the 10 different consumer internet sites that seek reviews about Clearwire. Please have an intelligent person who can fix this problem call me to resolve. (I have yet to speak to any of such in 4 phone calls to Clearwire).
I signed up with Clearwire to save a little (very little) money over my DSL service. I'd seen friends use it successfully, though it had been 2 years. I should have done more research and thought things through more carefully. After receiving my equipment, I set it up as directed. The modem displayed 5 bars if placed in a window, but never actually provided any usable internet service.
I tried to contact Clearwire in the first week. They provide only 2 options - online chat or telephone. The online chat technician suggested speed tests so he could find the problem. My internet connection was too slow to complete the speed test. I tried again, the second technician took my modem number and hung up on me after providing no suggestions. I later spent 30 minutes just trying to load the clearwire.com website to find the phone number. I informed the representative that, after 27 days, I still had no service and wished to cancel the agreement. She said she couldn't help me, I'd have to call back.
At that point, I canceled my credit card to prevent any further charges (already paid connection fees and had 2 months charged in advance) and filed a complaint with the Better Business Bureau. Further research showed many, many complaints out there, exactly what happened to me, including many BB complaints and a C rating with them. Clearwire tells the BBB that I never contacted them or completed their troubleshooting process and will therefore expect the cancellation fee.
Also, a class action lawsuit was filed against them in April of this month for the same complaint I have. The biggest red flag: their contract now includes an agreement not to pursue a class action lawsuit against them. They clearly have no intention of ethical activity. Nonexistent service. False advertising. Poor customer service. Cost comparable to services that work.
JACKSONVILLE, FLORIDA -- I never signed a contract. I never agreed to a contract, but yet I find myself in a 2 year contract. If I don't keep them I owe them $160 bucks. Thank God, the miserable 2 years is almost up. Got 2 months to go. My latest bill was due Friday, and I went to log on and my internet did not work and I was re-directed to Clearwire.
It had a place to log on with my username and password so I can access my account to pay the bill. THANK GOD I ACTUALLY READ THE PAGE BEFORE I LOGGED IN. The page said that by logging in, I am agreeing to a new 2 YEAR CONTRACT. And there was an offer of 1.5 service for 29.95. Down at the very bottom was a small little obscure button that said, "no thanks, remind me later".
I logged on to my account to see what amount was due. I was going to have my boyfriend pay it with his card since my bank account was empty. Suddenly I had internet service again. STRANGE!!! Those thieves took money out of my bank account that I had not authorized and now I have an overdraft fee. Obviously I was not authorizing them to use this bank account to take money out, because if I had it would have taken it automatically and my service would have never been cut off.
If it had EVER been set up as automatic, it would have done it's job and taken it. But they apparently saw that I had logged in, did not fall for their scam and log in on their TRICK page, and so they figured they will just take money out of an account that they were never authorized to do. I was doing manual payment for the entire 1 year and 10 months of service with them.
I will pay my last payment and be done with them forever. And I will cancel my bank card and get a new one so they cannot have access to just steal my money when they feel like it. BEWARE!!! CLEARWIRE is a SCAMMER!!! I am getting service somewhere else and I don't care that I pay the last 2 months of service with them and yet not use them. Their service is so bad that you cannot use a telephone on it, you cannot watch a youtube video, you can't do anything. I hope they fold. I hope they go to hell. I hope they wither up and do not exist anymore.
RICHMOND, VIRGINIA -- We opened our Clearwire account in December 2007 thinking we were getting state-of-the-art internet services. However, we quickly found out that all we were getting were headaches, frustrations and hours of do-it-yourself internet troubleshooting and expensive repairs from other companies. Clearwire has not and does not warrant any of its programs or services. Do NOT subscribe to the Security Suite that Clearwire offers. The program does not have any warranty for repairs to your computer system, nor does it pay or reimburse you for removal of viruses that may cause damage to your computer! They do not give any warranty that it even works at all!
After subscribing to the Clearwire Security Suite and having spent a total of 12 hours on the phone with our computer manufacturer and paying $140, we discovered in Clearwire's "TERMS AND CONDITIONS" and TERMS OF SERVICE that they do not offer or warrant any part of any programs purchased for computer security purposes! Evidently, anyone can offer a service or program and accept money from customers and not have to offer any type of legitimate service in return! As long as it is written for all potential customers to read, (at their convenience!), that there is no guarantee the customer will actually receive what they think they are purchasing! What a SCAM!
How can they get away with this? How can a company offer something for money and not deliver the product or service, and intentionally cause harm to customer's personal property? Everyone needs to take the time to read the fine print and all attachments BEFORE agreeing to accept Clearwire's terms. I know my husband and I will always read the entire document from now on! As soon as our contract is complete, we will be finding a legitimate company with legitimate services and products, who have, and desire to provide services with care and ethics!
SEATTLE, WASHINGTON -- On the day that I started internet service with Clearwire (July 2nd, 2007), my service went down for a few hours. I called Technical Support, and it took over 25 minutes to finally reach someone. They had me restart my modem, restart my computer, and a few other tasks which all ended with the same result: Internet connection down. At this point, the support rep put me on hold, then came back to say that the service outage in my area is a known issue, and that I should call back the next morning to speak with Billing about getting credit for the downtime.
Since this is a subscription service, I pay regardless of whether I'm using the service or not. As such, I would expect that the service be available and reliable when I decide to use it (as stated by their service level agreement). I followed-up on July 25, 2007 when the service went down again. I spoke Delicia in billing about the dissatisfactory service I was getting, and also the run-around at Clearwire (Technical Support deferring me to Billing, which is now deferring me to Retention, who refused to give me credit for the downtime).
I had to call Clearwire back 5 times just to speak to a Supervisor [Michael], who was then skeptical about my service outage, practically claiming that I'm a liar! Eventually, he did give me some credit for the downtime, but I just want to do the public some justice, and discourage people from doing business with Clearwire.
Their Internet service is okay, I am generally happy with it (quick and easy setup, generally available) but their Customer Service is absolutely unacceptable. They are so reluctant to grant customers credit, even when the technical issues are known and acknowledged. They always force me to call back again, deferring me to a different department, which defers me to a different department, and eventually ends up back at the same department I began with.
I had much better experience with Comcast, even though they are slightly more expensive. My parents are also happy with their Verizon service, so I would highly recommend one of these services over ClearWire. Unfortunately, I am locked-in to a 2-year contract with Clearwire, which I might consider getting my attorney to help me with.
Clearwire is absolutely NOT a company with integrity, NOT a company that cares about its customers. They do everything to lure customers with nice promotions and easy setup, but they couldn't care any less about customer retention.
DAYTONA BEACH, FLORIDA -- I have been a Clearwire customer for almost a year now and I have been happy with the service. Recently, my apartment was burglarized and in addition to having my personal things taken, my Clearwire modem was also stolen.
I called the company and asked them what I should do. The first time I called the representative that I spoke with was very unhelpful. She told me that it didn't matter how I lost the modem; I would have to pay for the modem plus the cost to suspend or terminate the service. After telling the lady repeatedly that I was burglarized and that it wasn't my fault, I asked to speak with her manager. She would not put me in contact with her manager and told me that I could either pay for a replacement modem and/or pay the disconnect and early termination fee.
A few days later I got in contact with Clearwire's retention department and I was told to fax my copy of the police report to their department. Later I received an email saying that a new modem would be shipped to my house. When the modem came I hooked it up but there was no signal. I called Clearwire and they told me that I would have to pay $100 to turn the modem on. At the time when I sent the retention department did not tell me that I would have to $100 to turn the modem on.
I am very upset with Clearwire. I was violated and victimized when my apartment was robbed and I feel like Clearwire is victimizing me again. I could understand paying the $100 fee if I was at fault for losing the modem, but I was not. The company refused to refund me the $100 regardless of how the modem was lost.
Sent the wrong modem after I asked several times for the correct one. They sent a return label for the original modem and shipped a second one. Charged S&H for BOTH modems and would not honor a sale on the internet. Bottom line, I had to spend over three hours on the phone with these people and could not get them to understand, or acknowledge, their mistake. After frustrating hours on the phone, I simply cancelled all service requests and returned their equipment. I am now disputing their S&H charges with my credit card company. I have no idea if their service is any good, but judging by their customer service, I don't want to risk finding out.