Complain about a product or service

Clearwire

Jane of Acworth, GA November 7, 2009

I signed up on internet for Clearwire services. Bought 2 USB Modems, received 3. When I saw I was being charged for all 3, I called to cancel service, as I could not establish a reliable internet connection. They charged me an early termination fee of 224 on 9-14-09, and sent a UPS label for return of unit. In early Nov 09, I received a call that my account was past due. My response...what account? I closed it! Later discover they charged my card 2 monthly fees of 32.79 (9/27 & 11/2/09)

Jessica of Visalia, CA October 16, 2009

I moved to a new home where no signal is available. I called for a service appt. & no one showed. Then after being on hold for 45 minutes was promised a call form a supervisor & never received it. They want to charge me a 140 cancellation fee for a product that doesn't work & it's not my fault!

Donna of charlotte, NC September 29, 2009

i have been a customer of clearwire for a while now.At first my service was vewry very good.I was recently required to upgrade to the new clear wimax.My service has been a nightmare.I have experienced poor phone and internet service.I have called repeatedly call the technical support service but the problem still remains the same.I cannot recieve or make outside calls (local).Tech support is no help.They will pretend to be trying to fix your problem,put you on hold and then hang up.I have to call tech support from someon elses phone because my clearwire phone doesnt work.I have explained this over and over and they will tell you they will call you back.How can they call you back when you cannot receive or make any call even though you have a dial tone to your clearwire phone?You cannot cancel your service or you will be charged early termination fees.You still have to pay your bill even though you have no service.I need my phone and internet service for work.This a company requirement.I am at risk of losing my job.I had no problem with the first clearwire modem at all.However i was told that i had to upgrade or the original box will be turned off and i will still have to pay the termination fees.on 9/28/09 i called tech support again explained my situation again.I told (chris) that my old clearwire box still works fine but the clear wimax does not.I told him that i was able to call him from the clearwire phone number i was assigned was because i had to go back to using the old modem.

I was then told again that clearwire does not service the charlotte area, my street could not be located in the charlotte area and could not be serviced.Then why does the old modem work?How can i have a clearwire phone number,why am i being charged for services that do not work.I was then told by chris that he was going to reset my modem from the clearwire office .he told me to plug in the new modem again,he would call me back.Chris was irritated because i kept asking questions and finally he told me clearwire does not guarantee its services.I paid 186.00 for the equipment,i pay 50.00 for a service that does not work and they tell you you have to pay anyway.When I asked the question as to why my old modem works very very good and the new one doesnt I was then told that clearwire doesnt service charlotee area? What is going on.This is not fair ....My services as of today is still not working.It will only work if i use the old modem. i hate to keep repeating myself but i am so frustrated,i do not have money to just throw away.

Stephen of Webster, NY September 18, 2009

Called to Cancel Service..Due to poor connection speed, having to reposition equipment numourous times..at time signal drops well below dial up..called Sept 18 approx.9:20 am Eastern Standard time -spent nearly 1 1/2 hours trying to cancell..Tarrica (rep) tried every senerio to keep from from cancelling.we argued at times..I've never experienced anything like this in my life.!!was told that it would cost me 200 dollars unless I found someone who was willing to take over my contract till April 2011..THAT WAS THE ONLY OPTION..she tried blaming the connection speed on the router..or lenth of cable to router or even because it was plug into a FCC Approved surge protector..which everyone knows is best for electronics when it lightning outside..she tried everything!!!!

Why would I want to refer someone to take over my service and dealing with the same night mare I'm going through?? Clearwire is NOT a company I would ever reccommend to anyone period!

Hans of Honolulu, HI September 14, 2009

I recently moved to an area where I cannot access Clearwire's wireless network. I visited a retail location to cancel my account and was told I could not cancel from there or from online, and needed to call customer service. When I attempt to do so, a recording tells me to call back during "regular business hours" despite the fact that I am calling during those hours. I know that canceling my account will cost me a significant fee, but I am prepared to pay it to be free and clear of the contract. When I signed a contract with Clearwire, I understood that I could cancel the account at any time and that a cancellation penalty fee would be charged. Clearwire's inability to receive my cancellation notice is a breach of the original contract. I know I am not alone; it seems like anyone who tries to cancel Clearwire gets the run-around. I have never had problems like this with other companies that I've signed contracts with; most such companies are happy to receive cancellation fees to which they are legally entitled. Clearwire, by contrast, has made it unreasonably difficult for consumers to cancel contracts.

Victoria of Renton, WA September 13, 2009

ordered clearwire hooked up never could get a signal unless we sat outside on a clear day we live in seattle called was told needed a router spent 69.99 thru clearwire and still no signal for months we were only able to get 1 bar of 6 never held long enough to connect to anything told a 220.00 early term. fee so as of 3/08 to 8/09 we have paid for a service we have never gotten.

FRANCIS of ANCHORAGE, AK August 24, 2009

In Alaska Clearwire sells several different packages, w different internet speeds, etc. Most of what they sell cannot, BY THEIR OWN ADMISSION, actually be attained. Last I checked, only their slowest speed package can actually be achieved. They sell a products they cannot deliver. AK has the slowest internet speed in America, and Clearwire is the slowest of all those available here. I did not bother contacting the AG's office here because in AK the state gov't normally does not worry much about illegal behavior on the part of corporations. This place is corrupt.

Megan of Coeur d Alene, ID August 20, 2009

I have been with Clearwire for 7 months. I have had to sit on the floor, next to a window to receive slow and intermittent service. However, I did agree to a 2 year contract and have paid for the service faithfully every month. Last month we moved from Seattle to Spokane as my fiance was relocated. The closest Clearwire tower is approximately 170 miles away from our home and I obviously no longer receive what little service I had to begin with.

I was informed by "customer service" that I could sell my contract on Craigs List/Ebay or pay a 180 termination fee. Clearwire did not uphold their end of the agreement (to provide internet service) and now it is now my responsibility.

sheila of Raleigh, NC July 30, 2009

This is the poorest service I have ever endured, at night the service goes off and the modem goes beserk. Every time I try to download off line, it takes forever to get through to a website and it takes forever to respond to a website, complaining I am told to move the modem, does not work, theres never more than two lights working at a time and the phone service I have to hold the phone a certain way to get fair reception. Thats not what I asked for or what I am paying for as told in the original agreement.

I was told the service was better and faster than DSL or dial up. Thats deception, it is nowhere as I have tried all types, it may measure up to regular dial up not the fast dial up. It also constantly gives a lost connection when trying to get on a website.

Brooks of St. Augustine, FL July 29, 2009

In June 2007, I started a subscription to Clearwire service and signed a two year agreement. One of the major factors in signing was that I was moving and six months and had no idea if service was available in the new area. I was told that was fine and that if this was the case, they would help me find another potential customer to take over the contract. I lived in Jacksonville FL at the time and service was ok… but I was unable to use my company VPN connection and most of my online games didn't work at all.

In its stead, I subscribed to Comcast for home service and started using my Clearwire strictly for internet access in my vehicle as I traveled around Jacksonville for business. Once we figured out we were moving to St. Augustine FL in December 2007, I went to the new location and tested service. No signal. I spent multiple hours on the phone with tech support just to be told I was 2 miles out of range.

I went back to my local office and spoke with the rep about help. I was promptly told that Clearwire does not assist in finding a customer to transfer to, they only file the paperwork. Outraged, I called the main Clearwire number to ask for help there. Again I was told flat out that I had to find someone and Clearwire would continue to bill me until such time.

Since then, I have called several times trying to complain that Clearwire Representatives have called me, sent me mail and set up flyers and signs in my neighborhood advertising their service and products all while I continue to get none. I told them multiple times that it is not right to advertise service in an area that can't receive it and a slap in my face since I am paying for it anyways.

After rereading the contract I signed, there is a specific clause that states the reseller can terminate the contract if the customer is unable to be provided service. I called again and did not stop complaining until I got to as high up a manager as I could and still I was told to pay it and like it. After all the time and effort I spent trying to convey my frustration and disappointment in this company, I decided to write the entire problem off and just pay out the contract. I never used the service the last 18 months of the contract and still I paid on time every month.

When May 2009 came, I called Clearwire. The Representative I reached was able to cancel my account as of the last payment and said a box would be sent for me to return the equipment. I waited patiently for it to arrive and it never did. After 4 weeks I I noticed that Clearwire charged me the monthly charge again. I called and complained and told them I did not get a box to return the equipment. I was told to be patient and that the charge would be refunded after the equipment arrived. I still never received a box.

Now, on July 28th 2009, I received 6 automated phone calls from Clearwire. The first automated call hung up on me when I answered but, I was able to get the first few seconds identifying the call as Clearwire Account Services. I called back immediately and when a Representative answered I asked why I was called. She stated that I had a past due balance of 40.23 and they had been trying to bill it to my card unsuccessfully for the last 5 days. I got really upset at that point and demanded an explanation why there company was so incompetent and why did I need to suffer because of it. She explained that they would continue to try to charge the account until the equipment arrived.

Heatedly, I explained that I STILL had not received the box and that it was their fault the equipment was not returned. The Representative told me they do not send boxes. I was dumbfounded. I told her to check the notes on my account about waiting for the box and she instead told me they do not send boxes, they email UPS shipping labels. I waited while she processed the request for a label and she instructed me that I would receive it in my registered email. I used my company email that I am in charge of so I know I would get it.

Following that call, I received two more automated calls that hung up on me after I answered. The fourth call came around 4 PM and when I answered it allowed me to proceed through the menu and get in touch with another Representative. I informed her of the calls and that I had already handled this issue but was still getting called. I also told her that I had not received the confirmation email I was told I would get so I had her give me the UPS tracking number and that I would take it to a UPS store to ensure it was sent tomorrow. I also asked about my refund and was again told my refund would be determined once the equipment arrived. I left it at that and resolved to just return the equipment tomorrow.

I got another automated call an hour later that hung up on me. Then another just after I arrived home except this one did not come from the same number instead it came from an actual land number not the 888 number. I answered not knowing who it was and was greeted by yet another Billing Representative from Clearwire trying to charge my card. At this point, I was really upset and informed the Representative of how many minutes they had racked up on my cell phone today and that I was tired of dealing with them and to stop calling me. I had already made arrangements. I was told by the Representative Alex that I would have to deal with the calls until the equipment arrived.

That was the last straw for me. I asked for a higher Manager and reached Sam who informed me he could make the calls stop. At this point, I told Sam that I was no longer going to sit back and take this abuse and that I would write this letter to the BBB and pursue a full refund of 1007 Clearwire has billed me for over the past 25 months.

I have had nothing but horrible customer service, no actual service and dozens of rude, unhelpful Representatives over the last two years and I feel taken advantage of. As a consumer I was strung along by this company and when I finally could legally separate from them, they seem to do everything in their power to keep my money coming in. If it were not for that card expiring just after the last charge, they would keep charging me. I plan to explore my options to recoup my losses in small claims court and will settle for nothing less than a 18 months refund.

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