Complaint Review: Clearwire Corporation

Clear has oversold their capacity and depending on where you use your service the most, if you use up a certain amount of bandwidth, there is an automated throttle system on every WIMAX transmitter that will cut that User's speed down to 1Mb for an unknown amount of time or if it is permanent. The Clear Internet service guaranty is 4MB to 6Mb speed anywhere in a Clear 4G Coverage Area. If you watch Hulu, Netflix, or especially if you are a gamer, DO NOT use this service. You will regret it when they get you all connected, you buy equipment and change everything over and then you come home one day and you're at less than dial up speed and they brand you an "excessive User".



Clear is generating most of their revenue from wholesale business to communications giants like Time Waner and Comcast, among many others.  Their retail operations generate the least of their revenue according to their annual reports.  Perhaps this is why they do not appear to be so concerned with the quality of service for their branded consumer base.



Repeated calls and emails all the way to the Clearwire Corporate headquarters in Kirkland, Washington have not been returned. Their Tech Support is incompetent, rude, and will disconnect or transfer you in mid-sentence. It took more than 5 calls and multiple transfers to finally get to the truth about why my speed was reduced to 1Mb. 



A Clearwire Corporate secretary put me on hold and cold transferered me to Technical Support after he took all my information and I explained in detail my entire story. That was surprising. I have had great connection speed since I started in October 2010 - all the way up to 10+Mb speed. 



This month for the first time I downloaded movies to my library, which probably showed high usage according to Clearwire standards.  Normally, I use my phone, connect to Hulu and Netflix and do simple Web surfing and shopping. I consider myself a normal User. I am not a gamer and the only time I use my service is when I am home at night usually around 8PM. 



I feel extremely mistreated as a customer and Clear has totally lost my confidence in their reliability and I am shocked at every employees' lack of care and/or competence.  If you have the best Internet service in the world and have horrible Customer Service it severely diminishes the quality of the Internet service. 



Clear continues to fail in Customer Service and it appears this will be business as usual according to the corporate culture I have witnessed thus far.  They have redefined the word "ambiguous".  Not one person I have talked to knows anything detailed about their policies, procedures, or technology, nor do they care.  It is the strangest company I have ever dealt with where absolutely no one knows anything.