Clearwire Corp

see above

I have been using Clear Wireless for about a year with no problem.  Yesterday, I called customer service to upgrade my account. After 30 minutes on the phone I was told that they could not access my account since it was established in 2011.  They could only access accounts in 2012.  I would have to call back.
 I called back this morning. First, I was transferred to 3 different people over 30 minutes without upgrading.  I finally was able to upgrade my plan but then asked to upgrade to a new wireless device (which I own).  I was transferred again this time to to Sales.  The man is Sales said that since I already had purchased the device, I did not need sales but account services. He was transferring me back to Account services. I could not talk at the time because I had an appointment.  
I called back and after 20 minutes and was told I could not upgrade my device because I had a modem and I wanted to upgrade to a mobile device.  I asked why and then was told I could upgrade to a wireless device but I had to cancel my current contract (with a fee of $50 for canceling the contract).  
At that point, I asked to speak to a supervisor.  The lady told me that I would get the same answer from her supervisor since she had been speaking with him. I was put on hold again for about 10 minutes.  When someone came back to the phone, I asked to cancel my account.  I was put on hold again!  Then when I reached the cancellation department they offered me a free month and now they would transfer my service to the new wireless device.  I insisted that I wanted to cancel but the representative kept offering me a new "deal".
 The customer service reps are hard to hear and to understand.  I was constantly put on hold.  They do seem to understand their own policies.

Clearwire Corp. has been very good. It depends on who you get when you call any service. The first time I called them, they were fantastic. The second time, she didn't know what the heck I was talking about. When I used to have trouble with my computer, I would call and of course I was contacting India. It was very difficult. I don't like to say that, but maybe because I was getting older, I didn't hear as clearly as I should have. Speaking to someone on the phone is not always that easy. Now I have found ways to talk to people I understand. I find it easier to get help from someone in the area. I find the price very reasonable.

My experience with them has always been positive. I am very satisfied. The price is reasonable. They are very professional and quite courteous. I would continue to use them.

The service worked well until I had to move less than two blocks away.  Since the service is wireless I was able to set it up at the new house myself easily.  However, the signal was week at the new location and the service was very slow.  The coverage map in Clear's website shows that even though I moved less than two blocks away I was now out of the best" service area.  I talked with technical support several times.  They admitted that I was not in a good coverage area but said they could make updates to my account to make it work better.  It did not help.  My internet speed was around 1 mps instead of the 3 they promise.  I could not stream movies without a lot of interruptions for buffering..  After putting up with the slow connection for about 2 months I decided I had to change to something else.  I assumed that since they were not able to provide the promised speed at my new location they would allow me out of my two year contract.  (especially since they now advertise that no contract is required). 

When I told them I wanted to cancel and why they were very difficult.  They said I would have to be charged a $100 cancellation fee.  After a long time on the phone I got them to agree to waive the fee.  They said that I have already paid for two more weeks so I said for them to turn it off at the end of that time.

Within a few minutes they had turned it off leaving me without internet for over a week while I waited for something else to get installed.  Also they would not refund the money I had already paid for the two weeks of service.

I returned the equipment per their instructions.  A few weeks later they charged my debit card another $40 for a restocking fee.  They had never mentioned this fee to me. 

In summary the product worked well as long as I was in the "best" coverage area.  Outside of that it was poor.  But the customer service was ridiculously bad.  I would have been a happy customer if they had not tried to charge me all the money to cancel.  I understand that there coverage might have gaps in it and it is not there fault that I had to move into one. But, I can't imagine why they would want to make someone continue to pay when they are now longer receiving the service that is promised to them.

I gave them every opportunity to try to correct their mistakes but they were unwilling.  I really just wanted an apology but I could not find anyone in this company that would go off their script and talk to me about the situation.

I have to highly NOT recomend Clear Internet.

Very low quality of internet connection. Low speeds, bad reception although within less than a mile from transmission tower. Unusable and unreliable.

Awful internet