User Submission from James McEntire
April 3rd, 2008 | by Tim |My story is similar to others already posted.
I purchased clearwire and used it for 7 months without any issues. In December we moved to a new house, and immediately I noticed my service was fluctuating from 2 Mbps to 58 kpbs.
I called clearwire serveral time and we did hours of testing on my equipment, speed tests, etc. Every phone call to their technical support was at least an hour of my time, and I made at least a dozen calls.
I spoke to level 1 technicians, level 2 technicians, supervisors, and RF Engineers. I was told on several occasions that testing had been completed on the towers and that the issue was within my machine.
Clearwire gave me three options to get released from my contract. 1) Assign my account to a friend or family member. (Why would I give someone else my problem) 2) pay the early termination fee, and 3) After trend testing, if Clearwire determined I was doing something illegal they would release me. (Kind of felt like they were accusing me of being a criminal, and not sure why).
After 3 months of being jerked around, I finally demanded to be released from my contract. The last technician I spoke to said they would need to have someone come to my house to determine the issue with my service. He spoke to an RF Engineer, and I forced a drop dead date from him to have the service repaired or release me.
The person that came to my house said they had never asked anyone to check the towers, because he would have been the person responsible for this, and mine was the first call he had received for my area.
In the end, Clearwire did finally release me from my contract (I think I released them, since they were in breach), but they are still trying to charge my bank account, and call me with harrasing messages because the account has not been paid. I have spoken to them a half a dozen times since trying to help them understand the account is closed.
The true issue with Clearwire is, they have terrible customer service. They assume the issue is in the customers computer and make very little effort to resolve issues.
BAD Clearwire!!
One Response to “User Submission from James McEntire”
By Jim Coburn on May 15, 2008 | Reply
I have had the same issues with Clearwire and the speeds I am currently getting are around 7kps. Dial up is faster. It is my theory that when Clearwire bought Sprint that the merger brought on a lot more people with wireless technologies and this overload is causing problems with their system. When tech assist was contacted they stated that their local tower was fully functional and that I had no problem with my service. At that moment I called Time Warner and received a setup in less than 4 hours and will leave my Clearwire Modem still looking for a signal until my 2 year contract is up with Clearwire. On the date of my 24th payment (July 2008) the Modem will be returned and I will then be completely free of Clearwire’s inadequate customer service and technicians who do not know how to spot errors in their system. I have not recommended any customers to Clearwire as their service is really bad and I did not want to have anyone else experience the bad service I received from the very beginning, the speeds I experienced never exceeded 100Mbps. To say that the Clearwire service sucks is an understatement. I would like to see if anyone is thinking of creating a class action suit against Clearwire I would like to be included in the class action against them.