• Report: #736980

Complaint Review: Clear Wireless

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  • Submitted: Sun, June 05, 2011
  • Updated: Sun, June 05, 2011

  • Reported By: Dove — Abilene Texas United States of America
Clear Wireless
5808 Lake Washington Blvd NE Ste 300 Kirkland, Washington United States of America

Clear Wireless wireless internet, throttling, false advertising, poor customer service, lying Kirkland, Washington

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Clear told me that they were unable to stop the throttling of my internet, due to the fact that they've oversold my area and the towers throttle "automatically." The supervisor, Jake from the Florida call center, said, "You're just a small fish in a very big ocean FULL of fish." Also: "Our customer service representatives have limited amounts of information they can give to our customers." I have never been so angry at a service in my life. I can't even upload files for my business or access my school website to upload my projects. I can't even upload my portfolio pages.

http://www.speedtest.net/result/1325836745.png

This is the speed test from my connection. I pay for a full 1Meg connection. I also run a very small business online as a graphic designer. Unfortunately, because of the need for uploads (and large uploads - up to 3GB), apparently, the service tower began to "throttle" my speed when my uploads took up the full amount of my bandwidth, which is 1Meg. Instead of allowing me to upload the files at a lower speed, it just completely resets my modem, and DUMPS me from service. It ruins my upload, and I have to restart. I have yet to submit six projects that are waiting for approval from clients. I have already lost one six thousand dollar bid because Clear is "throttling".

They call it "upload management." They try to say that their terms of service cover throttling but it never mentions throttling. It just says "network management." It never says that they are allowed to cut quality to provide service. When I spoke to the Clear "representatives" (who speak terrible English and can't even make "clear" conversation on the phone), they told me that using my internet less would solve the problem. Two days off the internet, and I am still being throttled when I try to upload overdue projects that customers are waiting on.

Technically, the company is supposed to *drop* the customers and pay them the remainder of their fee for that particular usage and allow them out of contract. Clear claims that they are selling unlimited USAGE but not unlimited speed, even though they advertise fast internet. Mine runs about as fast as dial-up. So what they are saying is that they have the right to shut your internet off at their convenience even if you have paid for it. Their policy is that it's better for everyone to run at crawling speeds and still have access to the internet (if they've oversold an area), than to provide outstanding customer and internet service to the maximum amount in that area that they can allow.

It's a crappy service with crappy customer representatives who would rather blame YOU and YOUR internet usage than admit, "Yes, we oversold our area, let us help you with this issue." Do NOT allow them to charge you a restocking fee. Do not allow them to charge you a processing fee, and DEMAND them to credit back whatever they owe you for the month that you are cancelling the service on. Clear service is DISHONEST. RUDE. POOR. If I had my chance, I would drag them through the courts and charge them every penny I've lost in my business because of their mess ups.

This report was posted on Ripoff Report on 06/05/2011 06:20 AM and is a permanent record located here: http://www.ripoffreport.com/r/Clear-Wireless/Kirkland-Washington-/Clear-Wireless-wireless-internet-throttling-false-advertising-poor-customer-service-l-736980. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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