Minimize your usage – User Submission by Ericka P.

I contacted CLEAR.com’s customer service tonight because my internet
has been really slow (for general web surfing and of course it’s
buffering every fifteen seconds for Netflix). The first thing the rep
does is ask me to run a speed test. 0.13 is my upload speed.
Seriously?! You promise 4.0, and mine is 0.13? The rep says, let me
place you on hold, that is certainly an unacceptable upload speed.
She then comes back and states that the network is congested and that
I should “minimize my usage.” Certain I’ve heard her incorrectly, I
ask for clarification and she states that I should “give my modem a
break for three to five hours.” I tell her that’s ridiculous, that
instead of offering to troubleshoot or upgrade (although I have
unlimited) her only suggestion is to NOT USE MY INTERNET? She puts me
on hold again, then comes back and proceeds to quote me the
“acceptable usage policy” and I ask how that speed can be acceptable
when she herself just called it not? I told her I was recording this
for YouTube (which I was) and she says that they don’t give permission
to do that. I can’t believe the only “customer service” they provide
is to “suggest” (she actually used the word suggest) that I stop using
my internet for awhile because they’ve slowed it down due to high
usage. I GET slowing it down (T-Mobile does the same) but that’s not
even half…that’s almost non-existent!
I’ve attached a screenshot of my speed test.

Posted in Customer Service, Performance, Tech Support, Throttling, User Submissions | No Comments »

Clearwire sucks submission – User Submission by Daniel G.

-Throttling in Winston-Salem, NC!

We had Clearwire for about 5 months when suddenly they started throttling our speeds.
When we first purchased clearwire, it was very fast and could run xbox 360 and netflix at once. My theory is they let people get fast connections for awhile to get them hooked / refer people, then BAM!! They throttle the crap out of your speed.

I can no longer play xbox 360 online or watch netflix at all. It even takes a minute for a website to load sometimes now. Thanks .. Junkwire.

My neighbor had the same experience … Fast service for the first few months … Then severe throttling restrictings were applied. I use alot of bandwidth, but my neighbor only checks email etc so I know they didn’t throttle mine because of bandwidth.

Another ISP here I come … Good riddence throttle nazis. I am on businesses side, but you guys sure make it hard for me alot of times with CRAP like this.

Good Riddence,

Daniel G.

Posted in Customer Service, Performance, Tech Support, Throttling, User Submissions | No Comments »

Another Clear complaint – User Submission by Shannon L.

I have had several issues with clear service. I called clear within the first week of signing up regarding service issues. Within the first week of enrollment I didn’t have service for an entire day. Finally after calling several times over 3 months I logged the last month of connection issues.

1/25 3:00-3:10 p.m. no access called customer support
1/26 8:30 am – restart 6 times
1/26 11:13 – no access
1/27 8:39 am – restart 2 times
1/27 1:30 pm – lost connection
2/5 11:10-11:15 lost connection
2/7 8:22 am – lost connection
2/10 1:08 pm – lost connection
2/10 2:41 – lost connection
2/11 10:27-1041 am – no connection
2/15 7:53 am – wouldnt start up
2/15 10:53 pm wouldnt start up
2/20 8:35 am issues starting up
2/21 8:10 am – issues starting up
2/22 12:21 pm – lost connection
2/23 9:41 am will not connect
2/23 11:55 no connection

That is 17 issues in 1 months time in which I am paying for service I am not getting. Thus I cancelled my account on 3/12. At which point at the end of telling him I was cancelling my service he said he would drop my payments down to 20/month. I had to repeat myself for the 4th time and said I am cancelling my service. I called back again to confirm on 3/13 (thinking they didn’t actually cancel my service). On both instances on 3/12 and 3/13 I asked them to take me off automatic debit and cancel my service. I had to call back again on 3/13 for them to send me my ups shipping label because they had not sent it. I had to again call back on 3/13 to receive proof of cancellation.

Then on 3/22 I was billed 88.00 for cancelling services. Of which was automatically debited. I removed automatic billing from my account on 3/12 and 3/13 and they charged me anyhow. At no point on 3/12 or 3/13 did they ever say there would be a cancellation fee or how much it would be. I didn’t receive a bill for the cancellation either.

I would like a refund of my February services for 49.28 because of faulty products. I would also like to be refunded by cancellation fee. I shouldn’t be charged for cancelling a less than adequate service.

Posted in Billing, Customer Service, Performance, Tech Support, User Submissions | No Comments »

Years of documented & recorded .09 mbps and less from Clear -User Submission by Frank K. & Rachelle D.

I have literally hundreds and possibly thousands of recorded speed checks on Clear’s service. I have contacted them over twenty times asking if they would ever be able to provide the speeds we pay for. The majority of the time they accused our equipment for the faults when I constantly told them we could easily switch over to another ISP seconds after running tests on Clear’s last mile and get speeds well above 10mbps via Comcast, Verizon etc. etc. and that each of our six computer systems worked at optimum levels.

While they once told us they were looking into refunding us or crediting us for their failure to provide service we were just put on hold and transferred around their phone lines.

While we both are dependent on our computer systems for work, journalist/photojournalist/documentarian and a Medical Editor we need high speeds to work.

I literally got speeds in war-torn Bosnia and war-time Kosovo from 1998-2000 that were much faster than the averages Clear can provide us for sometimes weeks at a time. ..

We would appreciate any information you can give us in regards to who is directing these class action law suites so we can turn over the plethora of data we have collected over the past several years. It would also help us feel some sort of justice for our lost time and the incredible frustration felt in dealing with these thieves?

Thank you for your time.

Frank K. & Rachelle D.
Baltimore, MD 21223

Posted in Billing, Customer Service, Performance, Tech Support, Throttling, User Submissions | No Comments »

My Apple TV is a more useful as a coaster with CLEAR – User Submission by Ron R.

I have Apple TV and I have never once been able to watch a High Def movie or TV show because it simply will not load. I currently have it set to SD (so much for having a HD TV) and I still have to start the download the day before I want to watch the show or movie. As I type this Im trying to watch a 30 minute sitcom and my wonderful CLEAR internet says it will take, wait for it, five hours and twenty five minutes! I think that sums up just how horrible CLEAR internet really is. I ran a speed test and had a 0.10 mps upload. Im pretty sure that’s slower than dial-up.

Posted in Performance, Throttling, User Submissions | 1 Comment »