I would like to make a complaint. Clear is the worst. First the automatically deduct from someone elses credit card regardless if you only arrange to make a one time payment. The connection speeds are horribly slow. My first brandnew hotspot device(the newer model at that) completely went blank just because. Its like someone sent a signal to stop it from working i hadnt even had it for 4 months are you serious. So okay i agree to get another device mailed out for the processing fee cool until the send a refurbished device that was broken the piece where you plug the charger just fell in the device so now im responsible to pay another processing fee in i want to connect to the internet which of course you do hence what are you paying for? Clear is a getover please do your research DO NOT GET CLEAR, from experience they will be the ones getting YOU……
Like or Dislike: 00
Forrest Lamm on January 9, 2012 at 6:43 PM
Three times I tried to get Clear to work for me. Line of sight problems were extreme. Customer service was always a nightmare. After my third attempt their equipment broke three days after our trial period. This as a brand new device that cost $100. I would pay my friends not to try clear.
Like or Dislike: 00
joyonto on January 17, 2012 at 10:46 PM
Do not use this service deceptive business practice. i have this service for over an year with three device but never really used it. i paid 120/ month about 11 month for nothing. when i wanted to canclel they said i have to pay a ETF which is BS the only reason i sing up with them when rep told me there is no termination fee. the internet do not work and their customer service sucks frankly use something else. do not get Clear the worst possible service ever
Like or Dislike: 00
Poundcake on January 18, 2012 at 12:21 AM
When I first got Clear, the first device was defective but they sent me a new one right away since i was in the 30 day trial period. It worked great for browsing the internet and downloading music/movies and I used it for my rooted Nook Color and laptop. I never noticed any slow speeds or intermittent internet connections.
Lo and behold, I very recently cancelled my TW cable service and bought an internet streaming device and that is where all of my problems started! Again, at first, everything seemed to be okay and then up until three weeks ago, I started having major major problems.
The second device’s speed started fluctuating all over the place, the screen suddenly went blank for no reason, and I had to to refresh my modem constantly. I complained to their cstsvc and they sent send me another modem (the 3rd) and charged me $9.99 shipping and handling up front.
I then noticed, that on my modem, the connection was great but everytime I watched Hulu or Netflix on my streaming device or started to download movies/tv shows, i would experience freezing/stalling or very slow download speeds. So I called cstsvc again and they first said they was high level congestion in my area and wait 24 hours for the connection to speed back up. I was also told I used too much data and that I should stop downloading and using my streaming device. I was like “huh” but I didn’t really get it until I saw the customer forums and saw that anyone deemed “a high usage user” their speeds would be capped so that other customers do not have to suffer from overusage…”cough, bullshit!”
So today was the last straw, I was home sick with the flu and this morning I had high download speeds of 5.5mbps – 9.34mpbs, hulu was working great and my files were downloading superfast, I took a nap and then at 5pm…I could barely get on the internet with download speeds averaging 0.46 – 0.68.
After doing extensive research and saw that other customers were sufferin, I called their cstsvc with a vengenance and demanded to cancel my service. I told them I didn’t want to hear anymore of their scripted bullshit and that I have a high level of technical knowledge and that any excuse they dole out would be refuted. I told them either give me back my speeds i paid for or terminate my contract; they couldn’t do the former so it was a done deal. As of February 10th, I will no longer be a Clear customer. Good riddance and don’t let door hit you on your way out. And if they try to charge me anything, I will not only notify my bank that they are fraudulent charges but I will also add a complaint to the BBB’s 3,000 complaints already on file about this scam of a company!
P.S. Did I forget to mention that the owe $737 million dollars to Mayor Bloomberg and are in serious debt and that they have a class action lawsuit against them as well
Like or Dislike: 00
Shabut on January 24, 2012 at 10:35 AM
BE VERY CAREFUL WITH CLEAR….It’s a ripoff and they can trap you for large fees at the end of your service. They won’t tell you about the conditions of your service just to trap customers. I WILL NEVER RECOMMEND THIS FRAUD COMPANY WITH A PATHETIC SERVICE.
Like or Dislike: 00
Cevat Kelle on January 28, 2012 at 6:17 PM
I completely agree. An hour wasted on the phone with two idiots who know much less than I do. And I dont know much.
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Raul on February 25, 2012 at 1:29 AM
Downloading speeds are capped! Do not use this Internet provider. I’ve been having issues for several days now where my downloading speeds are barely 0.5. And today I finally got a supervisor to tell me they don’t advertise it but it is in their literature. ( in the very very small print) and that just recently they have started to tell customers, who complain, abut this policy. THIS IS SO UNETHICAL it’s not even funny! There’s got to be something else we, as consumers, can do to keep them from doing this.
Your first-line techs are no help. All of them will tell you the same thing. Unplug your modem and I’ll reset it from my end also. We all know that doesn’t work!! But they don’t know or won’t tell you the real reason why our speeds are so low it’s because they’re capping you!!
Do yourself a favor and do not go with them!!! Avoid the aggravation!
Like or Dislike: 00
1Customer on February 28, 2012 at 2:48 PM
At this time Clear has to be the worst out there – and customer service more than anything else. The sales department makes it sound like all you have to do is open the box, plug in and follow the modem screen directions – billing to begin on activation.
Right after giving my credit card info, I got an email telling me service active as of 2/22/12 (the day I placed the order for service to begin at my new location as of 2/25/12). My first customer service experience was a woman telling me over and over “that’s just the way we do it” (they bill from date order is placed regardless of the customer not even having the modem in possession yet, much less set up and activated – and they have to mail you the modem – you can’t walk in and buy it at a store where I am)…..”that’s just the way we do it” isn’t reassuring customer service to me.
My second customer service experience was on the 25th, after attempting to set up the modem for the first time and getting nothing but a red text saying “please insert battery”, then a black screen (battery was inserted). The woman I got spent an hour of my cell minutes putting me on hold so she could ask someone how to address the issue since I hadn’t downloaded the appro…something….prior to setting it up…..either sales is lying when they say nothing needed on customers end ahead of time – just plug in and follow…or tech support doesn’t know the first thing about what they’re supporting. She informed me that they support many units and she had to find out how to handle my specific unit – while putting me on hold again to ask someone else again. She could never figure anything out to tell me beyond mostly trying to get me logged onto the internet account – which only let me log in via IE (I’d been trying on Firefox) but I figured that out while on hold and told her once she came back, again (piggybacking on someone else’s open wifi the whole time)
An hour later I had to argue with her to get a supervisor on the line – The guy that took the call had me run through the same routine, unplugging “turn off/on” which I’d told the woman before was irrelevant since it never said anything but the above – and on hearing again “please insert battery” followed by black screen – said – oh, you get a black screen? well then the unit is defective – you need to ship it back….that it would cost me $8 for a shipping label to return it, and 100 for the replacement to be sent out. I’d say I was embarrassed for how irate I was, but I don’t believe patient and polite would have benefited me either. I was livid – how dare they take my cc, charge me ahead of time as if service active before unit received (“that’s just the way we do it”)- and then when things don’t work, waste my time with untrained tech service only to tell me I’d have to pay them more!!!???
I told the manager I wanted to return the modem – not to dare charge me for a label to return a defective unit, my account to be credited back in full and to cancel the account (thus far never used or available for use – all my time having been wasted and life placed on hold – even my reg phone works over internet svc) the cust svc thus far had been a nightmare. He told me if I didn’t want to pay for a replacement unit, if I wanted to just return what I had and cancel, he’d have to transfer me to another department for that….then he said that he should let me know before transferring me though, that that department is only available M-F business hours so I wouldn’t be able to talk with anyone that night (Sat) anyway. It was one of those in your face / you can’t do anything about it anyway sort of moments.
I insisted on knowing where the cust svc reps were located out of (sales had given name and verified that they were out of AZ). He kept telling me the company is headquartered out of….and I kept demanding to know where HE was located out of…..it took about 5 minutes of this repetition before he dropped his voice and said Manila Philippines.
I ended the call, called back and selected Sales this time – getting AZ again – and I made this guy listen to everything I’d thus far been told and been through and how much it was costing me in cell minutes, time, lost study during midterms week, inability to check my job site regularly, and inability to check any accounts due to open shared wifis being used rather than a secured personal account. He emailed me a return label. I refused to agree to a second 100 charge for a replacement even though sales said it would be credited back once initial unit returned.
I shipped the unit back Monday 2/27/12 – the label sent to me was a ground label meaning (according to UPS rep) anywhere up to 7 business days for delivery (doesn’t feel very customer oriented – especially when it’s been confirmed that the unit sent was defective out of the box and that no service had been activated). It feels very much like a pay us more or we’ll hold your life hostage type of response. I called in today, 2/28, and spent another hour plus being put on hold, txfrd, told one thing by sales (which I preferred to speak with since the outsourced customer service groups seem to know nothing) and another by the outsourced customer service reps.
I finally reached a sales manager who guaranteed not to simply txfr me over to the other dept to have me re-explain everything – that she would actually escalate the issue and have some sort of address (as the previous reps had also promised but only txfrd and disappeared). As of today, I am told the unit is tracking to be received on Thursday 3/1/12 and that this last cust svc manager will personally call my on that day, confirm the replacement being sent out same day to arrive Friday 3/2/12.
At this point I am waiting to see if they come through, and if the product actually works better than the complaints I’ve read after ordering suggest. Based on the customer service, I would not recommend Clear. I am between a rock and a hard place at this point and if they can resolve the issue (finally) without my having to fight with cancellation and refund issues (which I’ve also since read about), I’ll stay with them for now. I’m scared though, based on what I’ve read, that the first cust svc manager’s tone – the in your face, you can’t do anything about it anyway type attitude might still prevail – and they do already have my card info and ability to charge (although, here to, I’d asked sales beforehand about billing and payment, and had been told I could log on and make my payments online – Only after setting up service and calling cust svc was it revealed I’d be auto charged even though I never agreed to that. This company, it’s policies and definition of business ethics scares me – and whether or not I’d choose them now, knowing what I do, I’m already involved with them – my credit card in their possession (again, according to other complaints, they have no problem charging beyond cancellation), and I feel quite used, mislead, and that most offensive “whatcha gonna do about it” type response.
Like or Dislike: 00
Ken on March 16, 2012 at 12:08 AM
Clear claims to not throttle your internet, but that is blatantly obvious that it is a lie. It claims all internet companies use a speed regulating system but in the end only they throttle you as badly. For the first month my internet speed ranged from 5-10 Mbps but then speeds became lower than 1Mbps. Simply ridiculous and false advertisement! I can’t believe such a business can legally exist. I paid for service that was what was advertised not lies in which they throttle you the next month. I get faster internet off my phones 4g network, that just is pathetic to find clear being so terrible.
Bottom line Don’t trust this company it’s run by pathetic liars trying to take your money for service that isn’t what you paid for. You are better off using Comcast, AT&T, Verizon or any other service provider than this piece of garbage.
Like or Dislike: 00
PC on March 18, 2012 at 5:04 PM
My Clear internet is disconnected after 10 mins every time i restart the modem. Called the first time, they give me a Ticket number, no call back after 3 weeks…
Called again, they raise to Level 2 Service,was told that tower is congested and because you are high usage customer, they have to balance the usage, so you are “disconnected”. They claim to reconnect me to a different tower. They will make a call back to me. Then the customer representative said he would be off. I tried to ask for Ticket number or reference number, he said no because it is not an issue… The issue is I could not connect to internet, and they do not see it as issue
I would like to make a complaint. Clear is the worst. First the automatically deduct from someone elses credit card regardless if you only arrange to make a one time payment. The connection speeds are horribly slow. My first brandnew hotspot device(the newer model at that) completely went blank just because. Its like someone sent a signal to stop it from working i hadnt even had it for 4 months are you serious. So okay i agree to get another device mailed out for the processing fee cool until the send a refurbished device that was broken the piece where you plug the charger just fell in the device so now im responsible to pay another processing fee in i want to connect to the internet which of course you do hence what are you paying for? Clear is a getover please do your research DO NOT GET CLEAR, from experience they will be the ones getting YOU……
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Three times I tried to get Clear to work for me. Line of sight problems were extreme. Customer service was always a nightmare. After my third attempt their equipment broke three days after our trial period. This as a brand new device that cost $100. I would pay my friends not to try clear.
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Do not use this service deceptive business practice. i have this service for over an year with three device but never really used it. i paid 120/ month about 11 month for nothing. when i wanted to canclel they said i have to pay a ETF which is BS the only reason i sing up with them when rep told me there is no termination fee. the internet do not work and their customer service sucks frankly use something else. do not get Clear the worst possible service ever
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When I first got Clear, the first device was defective but they sent me a new one right away since i was in the 30 day trial period. It worked great for browsing the internet and downloading music/movies and I used it for my rooted Nook Color and laptop. I never noticed any slow speeds or intermittent internet connections.
Lo and behold, I very recently cancelled my TW cable service and bought an internet streaming device and that is where all of my problems started! Again, at first, everything seemed to be okay and then up until three weeks ago, I started having major major problems.
The second device’s speed started fluctuating all over the place, the screen suddenly went blank for no reason, and I had to to refresh my modem constantly. I complained to their cstsvc and they sent send me another modem (the 3rd) and charged me $9.99 shipping and handling up front.
I then noticed, that on my modem, the connection was great but everytime I watched Hulu or Netflix on my streaming device or started to download movies/tv shows, i would experience freezing/stalling or very slow download speeds. So I called cstsvc again and they first said they was high level congestion in my area and wait 24 hours for the connection to speed back up. I was also told I used too much data and that I should stop downloading and using my streaming device. I was like “huh” but I didn’t really get it until I saw the customer forums and saw that anyone deemed “a high usage user” their speeds would be capped so that other customers do not have to suffer from overusage…”cough, bullshit!”
So today was the last straw, I was home sick with the flu and this morning I had high download speeds of 5.5mbps – 9.34mpbs, hulu was working great and my files were downloading superfast, I took a nap and then at 5pm…I could barely get on the internet with download speeds averaging 0.46 – 0.68.
After doing extensive research and saw that other customers were sufferin, I called their cstsvc with a vengenance and demanded to cancel my service. I told them I didn’t want to hear anymore of their scripted bullshit and that I have a high level of technical knowledge and that any excuse they dole out would be refuted. I told them either give me back my speeds i paid for or terminate my contract; they couldn’t do the former so it was a done deal. As of February 10th, I will no longer be a Clear customer. Good riddance and don’t let door hit you on your way out. And if they try to charge me anything, I will not only notify my bank that they are fraudulent charges but I will also add a complaint to the BBB’s 3,000 complaints already on file about this scam of a company!
P.S. Did I forget to mention that the owe $737 million dollars to Mayor Bloomberg and are in serious debt and that they have a class action lawsuit against them as well
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BE VERY CAREFUL WITH CLEAR….It’s a ripoff and they can trap you for large fees at the end of your service. They won’t tell you about the conditions of your service just to trap customers. I WILL NEVER RECOMMEND THIS FRAUD COMPANY WITH A PATHETIC SERVICE.
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I completely agree. An hour wasted on the phone with two idiots who know much less than I do. And I dont know much.
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Downloading speeds are capped! Do not use this Internet provider. I’ve been having issues for several days now where my downloading speeds are barely 0.5. And today I finally got a supervisor to tell me they don’t advertise it but it is in their literature. ( in the very very small print) and that just recently they have started to tell customers, who complain, abut this policy. THIS IS SO UNETHICAL it’s not even funny! There’s got to be something else we, as consumers, can do to keep them from doing this.
Your first-line techs are no help. All of them will tell you the same thing. Unplug your modem and I’ll reset it from my end also. We all know that doesn’t work!! But they don’t know or won’t tell you the real reason why our speeds are so low it’s because they’re capping you!!
Do yourself a favor and do not go with them!!! Avoid the aggravation!
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At this time Clear has to be the worst out there – and customer service more than anything else. The sales department makes it sound like all you have to do is open the box, plug in and follow the modem screen directions – billing to begin on activation.
Right after giving my credit card info, I got an email telling me service active as of 2/22/12 (the day I placed the order for service to begin at my new location as of 2/25/12). My first customer service experience was a woman telling me over and over “that’s just the way we do it” (they bill from date order is placed regardless of the customer not even having the modem in possession yet, much less set up and activated – and they have to mail you the modem – you can’t walk in and buy it at a store where I am)…..”that’s just the way we do it” isn’t reassuring customer service to me.
My second customer service experience was on the 25th, after attempting to set up the modem for the first time and getting nothing but a red text saying “please insert battery”, then a black screen (battery was inserted). The woman I got spent an hour of my cell minutes putting me on hold so she could ask someone how to address the issue since I hadn’t downloaded the appro…something….prior to setting it up…..either sales is lying when they say nothing needed on customers end ahead of time – just plug in and follow…or tech support doesn’t know the first thing about what they’re supporting. She informed me that they support many units and she had to find out how to handle my specific unit – while putting me on hold again to ask someone else again. She could never figure anything out to tell me beyond mostly trying to get me logged onto the internet account – which only let me log in via IE (I’d been trying on Firefox) but I figured that out while on hold and told her once she came back, again (piggybacking on someone else’s open wifi the whole time)
An hour later I had to argue with her to get a supervisor on the line – The guy that took the call had me run through the same routine, unplugging “turn off/on” which I’d told the woman before was irrelevant since it never said anything but the above – and on hearing again “please insert battery” followed by black screen – said – oh, you get a black screen? well then the unit is defective – you need to ship it back….that it would cost me $8 for a shipping label to return it, and 100 for the replacement to be sent out. I’d say I was embarrassed for how irate I was, but I don’t believe patient and polite would have benefited me either. I was livid – how dare they take my cc, charge me ahead of time as if service active before unit received (“that’s just the way we do it”)- and then when things don’t work, waste my time with untrained tech service only to tell me I’d have to pay them more!!!???
I told the manager I wanted to return the modem – not to dare charge me for a label to return a defective unit, my account to be credited back in full and to cancel the account (thus far never used or available for use – all my time having been wasted and life placed on hold – even my reg phone works over internet svc) the cust svc thus far had been a nightmare. He told me if I didn’t want to pay for a replacement unit, if I wanted to just return what I had and cancel, he’d have to transfer me to another department for that….then he said that he should let me know before transferring me though, that that department is only available M-F business hours so I wouldn’t be able to talk with anyone that night (Sat) anyway. It was one of those in your face / you can’t do anything about it anyway sort of moments.
I insisted on knowing where the cust svc reps were located out of (sales had given name and verified that they were out of AZ). He kept telling me the company is headquartered out of….and I kept demanding to know where HE was located out of…..it took about 5 minutes of this repetition before he dropped his voice and said Manila Philippines.
I ended the call, called back and selected Sales this time – getting AZ again – and I made this guy listen to everything I’d thus far been told and been through and how much it was costing me in cell minutes, time, lost study during midterms week, inability to check my job site regularly, and inability to check any accounts due to open shared wifis being used rather than a secured personal account. He emailed me a return label. I refused to agree to a second 100 charge for a replacement even though sales said it would be credited back once initial unit returned.
I shipped the unit back Monday 2/27/12 – the label sent to me was a ground label meaning (according to UPS rep) anywhere up to 7 business days for delivery (doesn’t feel very customer oriented – especially when it’s been confirmed that the unit sent was defective out of the box and that no service had been activated). It feels very much like a pay us more or we’ll hold your life hostage type of response. I called in today, 2/28, and spent another hour plus being put on hold, txfrd, told one thing by sales (which I preferred to speak with since the outsourced customer service groups seem to know nothing) and another by the outsourced customer service reps.
I finally reached a sales manager who guaranteed not to simply txfr me over to the other dept to have me re-explain everything – that she would actually escalate the issue and have some sort of address (as the previous reps had also promised but only txfrd and disappeared). As of today, I am told the unit is tracking to be received on Thursday 3/1/12 and that this last cust svc manager will personally call my on that day, confirm the replacement being sent out same day to arrive Friday 3/2/12.
At this point I am waiting to see if they come through, and if the product actually works better than the complaints I’ve read after ordering suggest. Based on the customer service, I would not recommend Clear. I am between a rock and a hard place at this point and if they can resolve the issue (finally) without my having to fight with cancellation and refund issues (which I’ve also since read about), I’ll stay with them for now. I’m scared though, based on what I’ve read, that the first cust svc manager’s tone – the in your face, you can’t do anything about it anyway type attitude might still prevail – and they do already have my card info and ability to charge (although, here to, I’d asked sales beforehand about billing and payment, and had been told I could log on and make my payments online – Only after setting up service and calling cust svc was it revealed I’d be auto charged even though I never agreed to that. This company, it’s policies and definition of business ethics scares me – and whether or not I’d choose them now, knowing what I do, I’m already involved with them – my credit card in their possession (again, according to other complaints, they have no problem charging beyond cancellation), and I feel quite used, mislead, and that most offensive “whatcha gonna do about it” type response.
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Clear claims to not throttle your internet, but that is blatantly obvious that it is a lie. It claims all internet companies use a speed regulating system but in the end only they throttle you as badly. For the first month my internet speed ranged from 5-10 Mbps but then speeds became lower than 1Mbps. Simply ridiculous and false advertisement! I can’t believe such a business can legally exist. I paid for service that was what was advertised not lies in which they throttle you the next month. I get faster internet off my phones 4g network, that just is pathetic to find clear being so terrible.
Bottom line Don’t trust this company it’s run by pathetic liars trying to take your money for service that isn’t what you paid for. You are better off using Comcast, AT&T, Verizon or any other service provider than this piece of garbage.
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My Clear internet is disconnected after 10 mins every time i restart the modem. Called the first time, they give me a Ticket number, no call back after 3 weeks…
Called again, they raise to Level 2 Service,was told that tower is congested and because you are high usage customer, they have to balance the usage, so you are “disconnected”. They claim to reconnect me to a different tower. They will make a call back to me. Then the customer representative said he would be off. I tried to ask for Ticket number or reference number, he said no because it is not an issue… The issue is I could not connect to internet, and they do not see it as issue
Called the first time,
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