Another User Submission
November 9th, 2007 | by Tim |I telecommute for a living and was promised by their salesman that Clearwire would work for my VPN connection and two VOIP services. I was fed up with sitting on hold with CableOne customer service for 1/2 hour and longer on my cell phone and not receiving any information that I did not already know when I placed the call. I worked with Clearwire, Lingo and Vonage customer support trying to make the connection work for me. The mistake I made was going the extra mile and going past the 7 day period where you can cancel. Clearwire charged my account $200 for early disconnect and refuse to refund the money. I also never received any of the promotional gifts that I was promised when I signed up. Below are some of the emails that went back and forth as I tried to get the service to work.
From: Jonathan Blass
Date: Jun 26, 2007 4:53 PM
Subject: RE: VOIP
To: Jon EvertonJon,
I do apologize I have been as frustrated as much as you have been, I have been in contact as well as my manager has with the noc and also lingo and vonage. Lingo and vonage and Clearwire included have all been pointing fingers, so I have gotten some vp’s involved and am waiting for their response. Sorry for not calling you back I have been at an event for the whole day. Please bare as I try to get this resolved. Thanks for your patience.
Jon
Jon Blass
Account Executive
208.919.4089 cell
208.323.3578 office
jonathan.blass@clearwire.comFrom: Jon Everton
Sent: Tuesday, June 26, 2007 4:06 PM
To: Jonathan Blass
Subject: VOIPJon,
Any luck getting NOC to open the necessary ports up for my Lingo and Vonage phones to work? I’m getting close to my 7 days, and they’re still not acceptable quality.
Thanks,
Jon
****
From: Jonathan Blass
Date: Jun 27, 2007 10:07 PM
Subject: credit
To: Jon EvertonJon,
I just wanted to apologize again for the inconvenience and I also wanted to apply a months credit for you for the problems with the voip issues. Please accept this and know we are all try to make sure this problem is solved for you. Thanks again for your patience Jon and I will talk to you tomorrow
Jon Blass
Account Executive
208.919.4089 cell
208.323.3578 office
jonathan.blass@clearwire.com
****
From: Jon Everton
Date: Jun 28, 2007 10:50 AM
Subject: Re: ports
To: Jonathan BlassJon,
We’re almost there. Apparently ClearWire NOC opened up ports 5060 and 5061 for Vonage, but Lingo requires 5060-5065. I’m currently on a conference call using the Vonage line going through ClearWire and the quality is acceptable. I tried a call earlier with the Lingo phone, and it’s still clipping, probably because 5062-5065 aren’t opened up yet. I went ahead and hooked the Lingo phone up to the CableOne modem until this can be resolved.
Thanks,
JonOn 6/27/07, Jonathan Blass wrote:
Jon,
Have the ports been fixed yet? I have been busy all day and I emailed a lot of people about this and haven’t heard anything back so I just wanted to touch bases with you and see if you have heard anything
Jon Blass
Account Executive
208.919.4089 cell
208.323.3578 office
jonathan.blass@clearwire.com
****
From: Jon Everton
Date: Jul 3, 2007 8:31 AM
Subject: Re: bandwidth
To: Jonathan BlassJon,
I have 4 lights on. This morning the test was better:
638 kbps download 198 kbps upload latency 149msJon
On 7/2/07, Jonathan Blass wrote:
Ok I will let my customer support guy now tomorrow morning and see if we can figure out what’s slowing the speed down. How many lights are on your modem? If there are 3-5 lights then I might have to swap out your modem tomorrow. I apologize for the inconvenience Jon and I will make sure we tackle this for you
Jon
Jon Blass
Account Executive
208.919.4089 cell
208.323.3578 office
jonathan.blass@clearwire.comFrom: Jon Everton
Sent: Monday, July 02, 2007 5:54 PM
To: Jonathan Blass
Subject: Re: bandwidthLiberty Lake WA was the suggested server.
96 kbps download 90 kbps upload latency 302msOn 7/2/07, Jonathan Blass wrote:
Try speedtest.net that should tell you how fast your speed is. Let me know what it says. Thanks
Jon Blass
Account Executive
208.919.4089 cell
208.323.3578 office
jonathan.blass@clearwire.comFrom: Jon Everton
Sent: Monday, July 02, 2007 5:08 PM
To: Jonathan Blass
Subject: bandwidthJon,
Question for you, our phones were not working well at all over the weekend. Am I truly getting a 1.5mb connection? I had to download some MS fixes for XP and Office, and was showing a download speed of 24kbps. Do you have a bandwidth tester?
Thanks,
Jon
****
From: Jon Everton
Date: Jul 24, 2007 1:31 PM
Subject: Re: ClearWire connection
To: Jonathan BlassI’m not connected to ClearWire anymore. I wasn’t able to get it to work well enough for what I need.
On 7/24/07, Jonathan Blass wrote:
So what was the final outcome? Were you able to continue using Clearwire??
Jon Blass
Account Executive
208.919.4089 cell
208.323.3578 office
jonathan.blass@clearwire.comFrom: Jon Everton
Sent: Tuesday, July 24, 2007 12:44 PMTo: Jonathan Blass
Subject: Re: ClearWire connectionNot a problem, I spent 1 hour 45 minutes for them to determine that it was a router problem, and if I connected the modem directly to the PC I would be just fine.
On 7/24/07, Jonathan Blass wrote:
Jon,
I am sorry, I usually get a quicker turn around with saying its an rf problem, I am terribly sorry
Jon Blass
Account Executive
208.919.4089 cell
208.323.3578 office
jonathan.blass@clearwire.comFrom: Jon Everton
Sent: Tuesday, July 24, 2007 11:30 AM
To: Jonathan Blass
Subject: Re: ClearWire connectionNo RF signal was the wrong response, I’ve been on a service call for 1 hour 10 minutes so far trying to resolve the problem
On 7/24/07, Jonathan Blass wrote:
Jon
I do apologize for the service quality. The correct way to cancel the service it to call 888-clearwire and let them know that you are not getting RF signal, Once you have done that they will have you bring in the modem to our retail store at 104 n. Milwaukee or they will send you a stamped to sent back the modem. Once again I do apologize and I am sorry we couldn’t fit your needs. Thanks Jon,
Jon
Jon Blass
Account Executive
208.919.4089 cell
208.323.3578 office
jonathan.blass@clearwire.comFrom: Jon Everton
Sent: Tuesday, July 24, 2007 9:54 AM
To: Jonathan Blass
Subject: ClearWire connectionJon,
Sorry, but the ClearWire connection won’t work for what I need it for. I cannot use the VOIP because of the sound quality and dropped calls, and my VPN connection is too slow for LiveMeeting.
I have the modem packed up in the original box, is there an address where I can drop it off?
Thanks,
Jon
2 Responses to “Another User Submission”
By David Smith on Jul 31, 2008 | Reply
We signed on with Clearwire at 1.5 MBPS 3 months ago and have barely been able to see 225K. Calls to Clearwire Tech Support result in talking to poorly trained tech people and long wait times resulting in nothing more than lost hours with them. Sales said we can go to 2.0 Meg and should receive priority bandwidth allocation… speeds have been less than 200K since service upgrade and no response from Sales and Marketing types anymore.
At time of sale, Rep said we’d get 1.5 meg or better… reality is we received UP-TO 1.5 (rarely). Oh and the 2.0 meg? Not possible with Clearwire in the Kirkland/Seattle area.
Really inferior service boardering on false representations at point of sale.
Complaint issues to the FCC (for what that’s worth).
Stay away from Clearwire… cost savings to performance is NOT worth the hassles.
DS
By Dan Kohler on Oct 31, 2009 | Reply
I have been with Clearwire for a few years now because of the portability. That part is great.I even upgraded to the 2.0MBps service. but recently I have had nothing but trouble getting anything more than 800k service. When I realized that I can have Cable speeds at the same price I switched! I recommend anyone else do the same.
DK