Complain about a product or service

Clearwire

Sharon of Smyrna, TN January 26, 2009

Sharon of Smyrna TN (01/26/09)
I have been a customer of Clearwire for one year. I always pay my bill on time. This service is very sporadic and you cannot depend on it to be functional. I understand that any kind of service such as this will have technical difficulties at times. However, when I call the company they like to tell me that I have an excellent signal and they don't see why I am having issues. I really don't care what they see on the screen, I care that when I pick up my phone or try to connect to the internet that it may or may not work.

They want to know if my modem is near any other electronics. Last I checked, a modem usually sits somewhere near a computer. I don't have a problem upholding my end of a contract, but I do expect that they hold up their end as well. I will most likely have to pay my way out of my contract, because I refuse to spend another year with poor service.

The pathetic service that they provide forces me to spend my valuable time on the phone with tech support on a fairly regular basis. This could be time that I spend with family and friends. Bottom line; Clearwire is a waste of money. I can search the internet on my phone faster than I can call tech support to get it working.

Tracie of Robstown, TX February 18, 2008

Tracie of Robstown TX (02/18/08)
I was interested in the Clearwire internet service so I called their toll free number (888-253-2794) to discuss their rate plans. I was told the plan was approximately 42/month plus 4.00 for the modem rental. I was told there was a special promotion going on, and I would receive the first 3 months free. This is all I was told about the plan. Upon receiving the modem from Clearwire, we immediately had problems receiving a good signal. After several calls the the technical department I was even told I was not in their service area; it is still unclear why I was allowed to sign up for the service in the first place.

After several attempts to make sure the modem was working correctly, we again tried to set it up. This time my husband placed the moden in our attic so that it could be at the highest point possible. We then did start receiving a better signal; however once the weather got bad or the wind would blow (which happens quite frequently here), the service became very intermittent.

We are now trying to cancel the service and are being told that there will be a cancellation fee of approximately 200 because we signed up for a 2-year contract. Not once in all of the phone calls I made to Clearwire was I ever informed that I was signing up for a 2-year contract or that there would be a cancellation fee charged. At one point I was told by a customer service rep that I needed to cancel in the first 7 days in order not to incur any charges. She never informed me of the cancellation fee, and therefore I assumed she was referring to the modem monthly fee. I was also informed that upon setting up our e-mail accounts that the information about the 2-year contract was in their terms and conditions pop-up that appears. I am sure they are aware that most people do not ready these and again feel as if I have been mislead. If I had know at the beginning when I made my very first inquiry call that it would be a 2-year contract, I would have never signed up for the service.

The consequences resulting from this misleading information is the 200 cancellation fee that will be charged unless I agree to have a technician come out to my house (which means taking a day off from work) to see if anything can be done. If it is decided that there is a problem with the service, then there will not be a service fee. I do, however, feel this is just another ploy to make me keep the service or pay the fee. No matter how intermittent the service is, I do not feel that they will accept responsibility.

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