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Lawsuit Filed Against CLEARWIRE!

Cancellation Shenanigans – User Submission by Christopher C.

July 15th, 2010

Within hours of using Clear, I knew I had made a mistake. It was all around worse than DSL – slower, less consistent, and more expensive. I called to cancel. Everything seemed fine as the customer service rep took my information until he said that I was not authorized to cancel the account. The account was in my wife’s name. My wife had nothing to do with the account I attempted to explain. I was the one who called to order service. The account was linked to my phone number. The charges were on my credit card. He insisted. I swore. Still only my wife was authorized to cancel.

Clear cannot find a charge THEY put on my card – User Submission by Matthew H.

July 15th, 2010

I signed up for Clear about two weeks ago, and since the service is horrible, I called to cancel. I was told that they could send a “Docking station” to help with the signal problem and they could extend my trial period. Well I go online later that evening to check my balance, and they charged me $24. I know it’s not a lot, but that’s not the point. I called back, and the mr. personalilty of the year they had answering the phones, said that there’s nothing they can do on their end, because they do not see the charge. They insisted it must be an invalid charge from something else. In my online bank it says “Clear POS and their phone number” What a moron. Though they did have POS right!

Latest Update – User Submission by David B.

July 14th, 2010

Service Technician stopped by today and give the following analysis.

“The tower was not providing service as advertised. You are barely getting 1 mg of download speed. Basically, the tower has reached its capacity.”

This is what I have learned – a tower has 3 sectors and can only support a small group of users. Clear subscribers are sharing the bandwidth on a tower. So whenever there is heavy usage or the tower has reached it’s capacity you will not get the blazing speeds as promised.

Clear should not and cannot promised any bandwidth speeds because the nature of its transmission and delivery methods. This whole thing about having you clear your cache is a redirect from the original issue when the real issue is when a tower has reached its capacity. Having people do all these technical gymnastics is not a solution. And they know that.

DO NOT BUY INTO THE HYPE OF WIRELESS 4G BLAZING SPEEDS.

Clear Fine Print

Performance
Typical CLEAR download speeds are 3-6 mbps with bursts over 10 Mbps. Any posted CLEAR download times are calculated proportionately by using (a) these average download speeds and (b) indicated file sizes for the specified audio/video download activities. Other carrier’ performance based on their recently published claims. Actual CLEAR network performance may vary and is not guaranteed.

Clear Wireless is a SCAM – User Submission by David B.

July 13th, 2010

Here is my dialogue with a Clear tech support agent. It speaks for itself.

Hello David. Please wait while we find a CLEAR specialist to help you.

Your question is: I am losing my patience. After many calls and repositioning my home modem, I am still getting poor service. It seems to work for a little while then its back to being slow again. This is my last attempt after this I am going to cancel this service because it is not consistent. The modem is positioned in a stationery direction. As well as my computer.

All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.
An agent will be with you in a moment. Thank you for your patience.
The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.
You have been connected to Kristy Jackson.

Kristy Jackson: Hi David! I’ll be happy to help you today!

David: Thank you.

Kristy Jackson: May I have the phone number associated with your account, please?

David: 404-XXX-XXXX

Kristy Jackson: Thank you, One moment please, David.

David: alright

Kristy Jackson: I would be happy to troubleshoot with you, David.

David: What’s next?

Kristy Jackson: Let’s make sure we have you set up in the system correctly. Can you please verify the MAC ID on your modem?

David: 00:XX:XX:XX:XX:XX

Read the rest of this entry »

Clearwire service is terrible – User Submission by Doug T.

July 13th, 2010

My service loses signal strength to the extent that my connection drops out about 6 to 10 times each week when we are trying to use the internet. The service is mostly on, but it is very frustrating when service drops out unexpectedly for a few seconds to 10 or 15 minutes and even up to an hour.

I am line-of-sight to a transmitter about half a mile away. The first series of calls resulted in Clear sending me a replacement modem. It didn’t help.

The next series of calls in response to the next rash of drop-outs had the CSR requesting me to remove the screen from the window where my modem sits and hold my modem out the window and pointed at the transmitter. When the modem picked up just enough signal to connect, the CSR decided he had fixed the problem (guess he expected me to hold the modem out the window whenever I want to connect to the internet) and refused to do anything more since my connection was now “working”.

The next time I asked them to send me another modem at their expense which they agreed. I didn’t know what else to ask them to do or what else to try to stay connected. A couple hours later my service was suspended. When I called Clear, they stated this was their policy to terminate service until the new modem is connected. Clear told me that I should not complain that they had suspended my service because I would get my modem in the next couple days. The CSR was completely uninterested in helping me restore my service because, “She wasn’t the one that cut my service off”!!!!!!

I am trying to establish a record with them of their regular and frequent service failures so they will agree to terminate my contract without paying any early termination fees.

The following was submitted to the BBB of Las Vegas, NV – User Submission by Michael P.

July 13th, 2010

The following was submitted to the BBB of Las Vegas, NV

I wish to file a complaint against the company “CLEAR”.
Clear is an internet provider service that uses broadband signals to provide so-called high speed connectivity.
I want the BBB to know that they have essentially perpetrated a hoax or a fraud upon me.
When I originally signed up for their services, I was told that the slow speeds and connectivity difficulties would be resolved over time. Essentially they told me that the signal from my modem to their antennas would be coming from a part of the city that was probably not populated at that time, and that the presence of my signal would cause them to amp up my area’s signal. I understood that they were a growing business, and that such growth problems might occur. But I also understood that my services would improve. They said that they were continuously building and adjusting microwave systems throughout the city, and that this slow or low signal area would be resolved quickly. However, such speeds never really happened. I repeatedly reported outages and slowness to them. During this same period of time I also complained numerous times about “errors” in billing in which they charged me too much money.
At one time, on a remarkable situation, the signal strength was briefly turned up to an acceptable level. However, as I said, this was extremely brief, and it went back to the slow and painful levels of before. The technical reasons for this can be explained by them, if they wish to do so. I have my own theories. I maintain that they made the choice to keep my signal strength low, and hence abrogate our agreement.
At one point, I was charged enough money so that the result was that I was inadvertently “paid ahead” for months. This “mistake” created the situation that I was essentially obliged to hang on and hope for improved service for months longer than I otherwise might have done.
Essentially, in total, this was the fraud, but unfortunately it did not stop there.
When I finally gave up and told them I was canceling my services with them, and I was expecting them to return the extra money that was still on their books that had been paid ahead, I was told “okay.” When I was told that there might be a restocking fee I said that I would not be paying for that, as I was an unsatisfied customer, and as such did not see any reason to pay to discontinue services that never met with expectations or to return a rented modem that also did not perform as expected. The person handling this matter said that this was okay. To use their jargon, I was told that they would put in the request for that, but I understood that this was the end of it.
I also offered to mitigate the costs of “restocking” this rented modem. I told them that I could just as easily take the modem back to their local Henderson store as to the UPS location where they wanted me to take it. After all, it was going to end up in the same place. They refused. I understood their refusal, since I would have been a disgruntled ex-customer taking back a modem possibly to the same place where the company wanted to sell such services to unsuspecting buyers, and they did not want our paths to cross. I understood when this was explained to me that they would be willing to pay for this convenience to them, and so, at their insistence, I used UPS to deliver a package a couple of miles away, for which I have the receipt.
They billed me for the restocking fee anyway. Over $43.
It’s like I was in a bad movie, and they wanted me to pay to get out.
I called and reminded them that the original contact had told me that this was removed. This customer service rep told me that it was a mistake, and they would remove it. Furthermore, I wanted to know where was the refund of the extra money that was in the account that had been paid ahead. This about $5 amount eventually was returned, but weeks after being originally promised, and weeks after the so-called restocking fee was levied.
After some more time, when the charges has still not been removed, I again called them and asked when the charges would be removed. Again I was told that this would be handled immediately, and I got the tracking number of the “request.” I seriously did not know that this was merely a “request”, I thought it was an order.
Finally, when the bogus charge was never removed, I called and asked to speak to someone who could do more than issue a fake “request.” This is when I got the information that they considered all of these charges “valid”, and that I would never be getting any kind of refund on them.
So, I have sought to get my money back from the VISA card company that represented me in this transaction.
I want the BBB to know that CLEAR will say whatever it takes to get business, even when they know that they won’t be providing adequate services.
And I want the BBB to know that they even make broken promises about their numerous “mistakes” in billing, presumably because they hope the customer won’t notice it, or until the customer gives up in disgust.
They are not okay as a BBB business.
Thank you.
Michael