To us, Clearwire ISP is a duplicitous company.
Last year, Clearwire assured us of excellent high-speed Internet service and lured us into a 2-year contract by promising a free companion airline ticket within the U.S.A (a Clearwire promotion running out in June 2006).
Initially, Internet connections were fairly good, but began to degrade notably soon after. Performance went continually downhill; there are frequent interrruptions; several days a month, the Internet does not work at all. Meanwhile, the connection speed has degraded down to mere dial-up modem speed. We cannot do phone calls over the Internet anymore nor upload pictures to websites and the like. Whenever we call the Clearwire hotline, IF we manage to get hold of a person -, we are told the same old stories: The weather is bad – something is wrong with your PC – check your network cable, and the like. No assistance is given. Written complaints to their web support form are NEVER answered at all. For months now, they promise for someone to come by for troubleshooting – nobody ever comes. And yet, we pay $44 every month, for something we absolutely do not have: High-speed Internet. We simply feel cheated. By doing research in the Internet, we found out that we are not the only ones; others report similar problems and that Clearwire systematically turns down the throttle for existing customers (for example on http://www.techdirt.com/articles/20050325/1128226_F.shtml) in order to accommodate new ones.
Meanwhile, we discovered on Clearwire's own coverage maps, that we actually live outside their coverage areas. However, we were not told this. We were assured everything would work fine. This now proves to be false. When telling Clearwire about this and that we were given wrong information and, on the basis of this, feel justified to get out of the contract, they immediately threatened us by saying we would be "penalized" by having to pay a $300 "modem fee" and another $180 quitting fee. That it is them who lured us into the contract by giving us false promises and wrong information does not bother them at all.
Adding insult to injury, our attempts to claim our promised airline ticket proved unsuccessful: Clearwire referred us to an external company where evidently no one seems to know about this deal. We have tried unsuccessfully, over several months and many times, to obtain this promised ticket (for which we signed the 2-year contract with Clearwire). The whole thing turns out to be bogus. When asking Clearwire about it, they told us in a very arrogant way: "We are an ISP, we do not owe you an airline ticket".
We cannot but warn everybody against Clearwire. We are looking forward to when the contract expires, although here too, they seem to use some nasty tricks with a 60day/30day notice period rule (one for the modem, another for the service) which nobody knows about.
ORMOND BEACH, FLORIDA -- In Jan. 2006, we spoke with a Clearwire representative about installing their service. For slightly less than Brighthouse cable highspeed internet, Clearwire was advertising a wireless internet. It broadcasts a signal from a cell phone tower so your computer can hook up anywhere. Great! We gave our address and received a date for the technician to come out.
When he arrived, we were just moving in. He hooked up the "wireless box" that must connect from the wall to the computer, and a receiver, which also needs to be plugged in. Remember this, it's important later.
Everything seems in order and the technician is pleased. So, he leaves. And the problems start.
Everyday Clearwire drops it's signal. It seems to vary from only a few seconds, to hours. When it's hours, I call Clearwire.
They always say it's me. I need to reboot and drop my current I.P. info and renew it. And this usually fixes it.
Finally, three months into this, the gaps are coming way too often, so I request another technician to come out.
The next guy comes right in the door with, "you don't have a southeastern window in your apartment. No wonder you're not keeping a signal." He fiddles with the devices. Everything has been fine all along, except NOT having an unobstructed path to the tower! The first technician never mentioned the problem, and the only solution the new technician could think of was to put the receiver on the porch facing west.
We tried this too, but there's no plug out there so the door would always be open a crack to allow for the extension cord. As well, it only helped but did not cure the dropped signals.
In conclusion, DO NOT GET CLEARWIRE, unless a. you are within 15 miles of the tower and b. have a direct, unobstructed path to the tower. Needless to say, we now have Brighthouse and are very pleased.
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 the 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 mins 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!!
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 unhelped 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.)
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.