CLEARWIRE LLC

Speed has steadily deteriorated. When I called twice to complain, the phone operator had not clue as to what system or computer problems there might be and eventually suggested I needed to pay for a higher level of service, I need only a minimal amount of bandwidth speed and am not getting even that. If I weren't moving soon and thus reluctant to sign up with another provider, I would bolt now. The only plusses of this service are that is it microwave, so now wiring involved, and I can buy internet only.

This is a wireless internet service. I signed up for the service in their store at Montgomery Mall one year ago. It was a bit expensive at $60/month but the modem did 3G and 4G and allowed up to 8 users so it appeared to be a good value in terms of allowing us to work on the go. The internet service was very spotty and dropped out frequently switching between 3G (which I had to pay by use) and 4G so sometimes, if you don't watch the modem, it will switch to 3G and run up the bill. I figured this was ok, because frequently, there was no 4G service and I needed to work online nonetheless. I needed reliability and flexibility.I carried the modem in its own pocket in my brief case. A few months ago, I noticed that the modem would not charge. I was traveling and could not find a local store to go to for a replacement. When I returned to Montgomery Mall, the sales person said that he could not look up my account, adjust my service, tell me when my contract ends, replace the modem or fix the modem. He was unable to answer a single question I had about the modem or the service. He told me that I had to call the company and wrote the number down on their brochure. I called the company yesterday. It took a very long time for the person to find out what they were supossed to tell me and I got several versions of what I needed to do. In the final version, they told me that I needed to pay for the modem (which I am pretty sure I already did, still looking for my reciept) which was $150 and then continue to lease it for another year in addition to my monthly air time (pay for it and then lease it?). At this point, I'm feeling like this company is taking more time, energy and expense than I can spare so I ask to speak with the accounts department to find out about canceling my contract. I am transferred from tech support to another agent. I can barely hear her and she keeps saying in a very nasty tone, which got progressively worse, at me that I am too far from my phone. My cell phone is right up to my face. I have to ask ' what country am I calling?". El Salvador. I inform her that the issue is likely not my phone but distance. She asked me why I wanted to cancel my account. I told her that their customer service is terrible and there are other providers that do a better job. Several minutes of conversation ensued where she accuses me (nasty tone progresses steadily) of canceling because I broke my modem and her not acknowledging that there is, and continues to be, a customer service issue. She then informs me that I need to pay $250 for the modem, a contract cancellation fee, and that they would not refund the payment withdrawn from my bank account that same day for the next month of service. Oh, by the way, they don't have 3G service any more, so what I signed up for, they no longer offer (seems like they broke their contract with me already). None of what they were telling me made sense, too many contradictions and escalating costs. I was feeling like I was being scammed by the company. I told her that I wanted to speak with a supervisor. She told me that I could not speak to the supervisor ' without a valid reason'. I told her that I am very unhappy with the service and that this was a valid reason. She refused and told me it was not. When I rebutted, she hung up on me. Called the next day. Philippines this time. They told me it was $145 to replace the modem but I would still have to lease. Upon further questioning, they told me I can also buy the modem for $145 (and no lease). This took 20 minutes to figure out on their part. Still not convinced I have the full answer and I have no faith in anything that anyone is telling me. I'll call again tomorrow and see what the next story is. By the way, I asked them to review the phone call record from yestersay. There is no record of my conversation with the account agent in El Salvador. i guess she got away with treating me so poorly. Does Clearwire have any accountability? So bottom line, bad product, unreliable internet service, ridiculously bad customer service, when I finally do get the right story, it looks like I will be out a lot of money for the experience. I wish I could find a phone number for their US based corporate office so I can get some reliable information.