We signed up for a ClearWire Internet account in July of 2011, and we were very clear with Clear that we expected the connection to support online gaming or we would be cancelling services. They told us not to worry because they had the fastest, most reliable Internet in town. Initially, the home connection worked okay—not ideal, but serviceable. However, in August 2011, we moved to a new location in a less-than-optimal coverage zone, and at that point the connection became horrible for online gaming. We were getting huge lag spikes and frequent disconnects whenever we logged into the game. We did everything that technical support told us to do and nothing worked. We began looking for a new ISP right away.
On top of this, we were signed up for their wireless roaming service. This service never worked. I tried the rover all over town, making sure I was in coverage zones first, and got nothing. Every time I called technical support, I was given a different story and it was clear that their technicians had no idea what was going on or why it was not working. In the two months that we had Clear, not once was I able to connect to the Internet with the wireless, roaming devices.
Earlier this month (September 2011), I called to cancel our service. I was told that normally they would charge $101 cancellation fees for each of our canceled services (home and roaming); however, since I was cancelling due to poor connectivity, they would waive these fees. A few days later, someone from ClearWire called me to confirm that the cancellation fees had been waived. They were so sweet and agreeable about the entire thing. Since they were being nice and we had used the home service for two months, I initially decided I wouldn’t contest the money we paid for the non-functional roaming service.
Then the phone calls started. Almost every day, I received an automated phone call from ClearWire telling me that I owed them $202 in cancellation fees and I needed to provide a credit card number so I could pay this. I spoke with a representative and told him these fees were supposed to have been waived and I wanted the phone calls to stop immediately. He said something about putting in a ticket about the fees. The phone calls continued.
These past few days, the phone calls have become more frequent. Yesterday ClearWire called me SEVEN TIMES. They are blowing up my phone and wasting my minutes. This would be harassment even if these charges were legitimate, which they are not. On the seventh phone call yesterday, I finally called ClearWire again and told them I wanted the calls to stop immediately. Their agent told me the calls would not stop until I paid the $202.
I have now filed complaints with the Better Business Bureau and the Federal Trade Commission. Tomorrow I am putting in the paperwork for a complaint with the Illinois Attorney General’s office. I spoke with a friend who is an attorney and he recommended that I send a cease-and-desist letter via certified mail, which I will be doing tomorrow. I’m debating whether or not to go ahead and contest the money that we paid for the non-functional roaming service. I will go so far as to have my bank perform chargebacks if I have to.
The sooner this horrible, horrible company goes out of business, the better.