User Submission by Keith Buchanan

Hello I wanted to let you know the problems I am having with Clearwire. In spite of being promised 1.5k. Most days I get between 256k - 800 k. I have filled a complaint with the BBB and they have done nothing. I am going to my elected officials next and I will keep filling complaints over and over and over with the BBB until something has done. They dismissed my complaint and did nothing to help me.

COMPLAINT ACTIVITY REPORT Case # 22166163 Better Business Bureau serving Alaska, Oregon & Western Washington
Consumer Info: Buchanan, Keith
Business Info: Clearwire Corporate
313 S 7th Street 5808 Lake Washington Blvd NE Ste 300
Nashville, TN 37206 Kirkland, WA 98033
- 615 299-6688 702 965-1448

Location Involved:
(Same as above)
Consumer’s Original Complaint
:
I agreed to a two year contract with Clearwire, but I am unable to connect and stay connect. My connection drops or goes down to 26K. They promise speeds up to 1.5 but I am unable to get close to that.
Consumer’s Desired Resolution:
I would like out of my contract with Clearwire. I can provide reports that indicate my connectiion speed
BBB Processing
07/14/2008 web BBB
Complaint Received by BBB
07/15/2008 LJB BBB
Complaint Processed by BBB Operator
07/15/2008 Otto EMAIL
Send acknowledgement to Consumer
07/15/2008 Otto EMAIL
Inform Business of the Complaint
07/16/2008 BBB
MORE INFO RECEIVED FROM THE CONSUMER : I also would like to add that I have called tech support no less than 15 times, I am placed on hold asked. Asked to do the same thing over and over (unplug the modem and plug it back in; that is the extent of their troubleshooting). I even had a rep tell me that if a truck goes by it can affect my signal and knock me offline.
07/18/2008 WEB BBB
RECEIVE BUSINESS RESPONSE : July 18, 2008
Re: Keith Buchanan
Clearwire account #: #######
BBB file number: 22166163
To Whom It May Concern:
This is in response to your letter received by our organization on July 15, 2008, regarding Mr. Keith Buchanan. We would like to thank you for the opportunity to respond to Mr. Buchanan’s concerns. We at Clearwire do see customer satisfaction as our priority and therefore regard every issue as critical and deserving of our immediate attention.
According to his July 2008 filing, Mr. Buchanan expresses his dissatisfaction regarding the speed of his Clearwire service. Mr. Buchanan is requesting to cancel his service without penalty.
Clearwire has reviewed Mr. Buchanan’s account and notes that he activated his service on July 13, 2007 accepting the promotions and discounts associated with a 2 year service term. Our records indicate that Mr. Buchanan spoke with our Technical Support department regarding his speed issues. Although efforts were made to diagnose the speed issue by performing remote troubleshooting steps, our records indicate that Mr. Buchanan declined. As no troubleshooting had been performed, a preliminary determination was made that the speed issue was due to excessive downloads as there were no indications that it was associated to a service or tower issue.
Clearwire’s Terms and Conditions of service state the following: 11. Network Management. You acknowledge that speed and bandwidth available to each computer or device connected to the network may vary for reasons including, but not limited to the number of users, computers or devices connected to the network, the amount of data being transferred over the network, and available bandwidth. You also agree that Clearwire retains the right, in its sole and absolute discretion, to employ network management activities including, but not limited to (i) reducing, limiting, or otherwise restricting uplink and downlink speeds and transfer rates, (ii) reducing or limiting peer-to-peer sessions during periods of high network congestion, (iii) preventing the delivery of spam, (iv) detecting malicious Internet traffic and preventing the distribution of viruses or other harmful code or content, and (v) using other tools and techniques to control bandwidth overuse. For further information, please refer to Clearwire’s Acceptable Use Policy, available at www.clearwire.com/company/legal/aup.htm, which may be amended from time to time.
Clearwire has taken a firmer stance regarding excessive uploading, downloading and streaming video by our customers. This practice is not proprietary to Clearwire. All internet providers monitor for excessive usage. As with any wireless service, the guidelines are different than with ”wired” services. It has been determined that abuse of our Acceptable Use Policy by even a small percentage of our customers can significantly impact the quality of service experienced by the remaining percentage of our customers. It is Clearwire’s continued responsibility to ensure that every customer is able to enjoy the same quality of internet service while maintaining the integrity of our network.
Clearwire would welcome the opportunity to work with Mr. Buchanan to resolve this issue and urges him to contact our Technical Support department at 1-888-253-2794. In the event that the problem is a result of Clearwire’s service and cannot be repaired, the cancellation fee will be waived.
Clearwire offers no credits or adjustments in this matter at this time.
Clearwire regrets any inconvenience this matter may have caused Mr. Buchanan. If we can be of further assistance, you may reach us at 1-888-Clearwire. We are available Mon-Fri 8am-4pm Pacific Standard Time.
Sincerely,
Diana Babin Corporate Escalations Specialist Clearwire, LLC.
07/18/2008 LJB EMAIL
Forward Business response to Consumer
07/21/2008 LJB BBB
MORE INFO RECEIVED FROM THE CONSUMER : I have called tech support 15 times the extent of the troubleshooting is reboot the modem, PC and tell me where the tower is I need more. I need 1.0 - 1.5 consistenly. I will call tech support only if you can tell me what the next troubleshooting step is after rebooting my pc and modem. I have wasted hours doing that and nothing has helped
07/22/2008 WEB BBB
RECEIVED CONSUMER REBUTTAL : (The consumer indicated he/she DID NOT accept the response from the business.)
I did not decline remote troubleshooting steps. That statement upsets me I have spent hours “troubleshooting” (the extent of clearwires troubleshooting is rebooting your PC and the modem) I have done that over 100 times (lierally). About 20 times with a clearwire rep. The only acceptable outcome is for me to consistently get 1.0 to 1.5 or out of my contract. I am only asking for what Clearwire promised. In regards to excessive uploading and downloading. I am using legal services, like Vongo and Netflix. If these services are incompatiable with Clearwire, it should have been expressed on the front end and not the back end. Know one told me that the guidelines for downloading are different from wired services. PLEASE RELEASE ME FROM MY CONTRACT OR GIVE ME THE CONSISTENT SERVICE 1.5 THAT I WAS PROMISED. I would be even willing to pay extra for higher bandwith if that would resolve the issue but I do not think it will.
07/22/2008 BBB
MORE INFO RECEIVED FROM THE CONSUMER : I am willing to troubleshoot. I have asked 15 times but got no answer. What is the next troubleshooting step after rebooting PC and modem? Ive done that! Is the Clearwire argument I refuse to troubleshoot or I am using too much band with. I am willing to troubleshoot more. If the argument is I am using too much Bandwith that argument does not hold up. Vongo, Netflix, You Tube, Napster are all leagal and are the Internet and where you are seeing the most growth, is your Network can not provide the Bandwidth needed to run these Applications, the problem is with your Network not with me. If these applications do not work, it should have explcited expressed, but it is not expressed anywhere in the contract or your advertisements.
07/22/2008 LJB EMAIL
Forward Consumer Rebuttal to Business
07/22/2008 LJB BBB
RECEIVED CONSUMER REBUTTAL : I just called the number in the email, as the letter asked me to do and the rep in the billing department, told me that there was nothing that she could do for me and to “follow the progress on this website” Why would Clearwire ask me to call and then not be able to help me? PROVIDE ME WITH THE BANDWITH YOU PROMISED OR RELEASE ME FROM MY CONTRACT
07/22/2008 LJB EMAIL
Forward Consumer Rebuttal to Business
07/23/2008 BBB
MORE INFO RECEIVED FROM THE CONSUMER : I tried to call Clearwire as the email directed me to do I called and spoke to several people I was transfered like 3 times and finally Spoke to melissa who refused to waive the early term fee. Her ID was 5112 and she said she was in Vegas. After I told Melissa my problem she laughed at me. Addtionally if Netflix, Vongo, and Skype, and all these common internet applications are INCOMPATIABLE WITH CLEARWIRE. Why is this not on the HOME PAGE. I spent another hour on the phone and I still can not use these legal Internet applications, I call for help and I get laughed at. The only response I get from Clearwire through this reso is to call them get laughed at and waste time tech supporting. THe signal fluxates and the guy at Clearwire said, “Your modem is jumping in between towers” Please help
07/24/2008 BBB
MORE INFO RECEIVED FROM THE CONSUMER : I am still having problems with my service. In addition to not being able to use You Tube, Netflix, Vongo or Skype. I am also having a problem with consistent service. I call tech support and they sang the same song, Move the modem around unplug reboot, I have done all that and it works for a little while, then it goes down to one dot, and I have to reboot. Then it works for a while and then I have to reboot. PLEASE RELEASE ME FROM MY CONTRACT OR PROVIDE ME WITH CONSISTENT SERVICE. My next phone correspondance will be with the FCC.
07/28/2008 WEB BBB
RECEIVED FINAL RESPONSE FROM BUSINESS : July 28, 2008
Re: Keith Buchanan
Clearwire account #: 521769
BBB file number: 22166163
To Whom It May Concern:
This is in response to your letter received by our organization on July 22, 2008, regarding Mr. Keith Buchanan. We would like to thank you for the opportunity to respond to Mr. Buchanan’s continuing concerns.
According to his July 2008 follow-up filing, Mr. Buchanan expresses his dissatisfaction regarding the speed of his Clearwire service. Mr. Buchanan further states that he has not been provided with adequate technical support and is requesting to cancel his service without penalty.
Clearwire has reviewed Mr. Buchanan’s account documentation and notes that on July 24th the remote troubleshooting was completed and an onsite service evaluation has been scheduled for July 31, 2008. Should the visiting technician determine that the speed issue is due to the Clearwire service and not the result of an Acceptable Usage Policy violation, the Early Termination Fee will be waived.
Clearwire offers no credits or adjustments in this matter until the service call has been completed and the technician has notified us of his findings.
Clearwire regrets any inconvenience this matter may have caused Mr. Buchanan. If we can be of further assistance, you may reach us at 1-888-Clearwire. We are available Mon-Fri 8am-4pm Pacific Standard Time.
Sincerely,
Diana Babin Corporate Escalations Specialist Clearwire, LLC.
07/28/2008 LJB EMAIL
Forward Final Response to Consumer
07/28/2008 WEB BBB
CONSUMER REJECTS BUSINESS’ FINAL OFFER : (The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept this because I have TWO ISSUES.
1) Speed and unable to connect and stay connected (they believe the a service call will resolve this we will see)
2) Clearewire is telling me that I can not use Skype, Vongo, or Netflix with the service. I reviewed the Service Agreement and it does not specifically mention this services and being incompitable with their service. If there are certain things that you can not do with clearwire these should be outlined specifcally and not generally. So I will not be satisfied until I am able to use all of these services with Clearwire.
07/30/2008 LJB BBB
BBB judged complaint addressed
07/30/2008 Otto EMAIL
Inform Consumer - Case Closed AJR
07/30/2008 Otto EMAIL
Inform Business - Case Closed AJR
07/30/2008 Otto BBB
Case Closed AJR
07/31/2008 BBB
MORE INFO RECEIVED FROM THE CONSUMER : I AM COMPLETED DISAPPOINTED WITH THE BBB AND CLEARWIRE. MY ISSUES HAVE NOT BEEN ADDRESSED THIS IS FREAUD. I HAVE FILED A COMPLAINT WITH THE FCC AND I AM TELLING EVERYONE TO STAY AWAY FROM CLEARWIRE. I WILL STILL DO EVERYTHING I CAN TO GET OUT OF THE CONTRACT WITH CLEARWIRE. IN SPITE OF BBB BEING UNABLE TO HELP ME I WILL CONTIUE TO FIGHT THIS ABUSE. IN THE END I AM UNABLE TO USE CERTAIN PARTS OF THE INTERNET AND I WAS NEVER TOLD I WOULD BE UNABLE TO DO SO, IN WRITING OR VERABBLY. I AM TAKING THIS FIGHT TO THE FCC AND TO MY LOCAL REPRESENTATIVES