Complaint Rating:

Company information:
ClearWire
Canyon, Texas
United States
www.clearwire.com

I am supposed to be getting around 2 Mbps download speeds and around 200 kbps upload speeds, but only achieved speeds in the 100 to 500 kbps download speed range and around 100 kbps upload range. I called tech support at Clearwire and was on the phone with a tech named Chris for over an hour doing things to improve the performance. Chris managed to improve my upload speeds to over 200 kbps, but my download speed was still less than 500 kbps. He told me that he was going to open up a ticket to send this to a higher level to fix the problem. A manager, also named Chris, came on the phone and told me that the ticket had been canceled and that the problem with the lower download speeds was my fault! I asked him how can that be since they control what speeds I can get. He told me that the reason could range from not keeping my virus scan software updated (which they automatically download every time there is an update) to having a router hooked up to the modem (I do have a wireless router). Their own web site recommends using a router for networking and there is nothing that states that a router will slow your download speeds. The manager Chris told me that there is nothing they can do to help and the problem is a direct result of something that I am doing. I was so mad that I could spit fire! I called back the next day to say that I refuse to pay more for the "faster" speeds if they cannot give me the "faster" speeds. The customer service agent informed me that I will be locked in on another 2 year contract if I lower my plan to the cheaper rate. I told her that they did not lock me in when I upgraded, so why would I be locked in when they lowered it? I asked to speak with a manager and she came back to tell me that they will give me the lower rate without the penalty of an additional contract. I did lose my web hosting ability, but I am actually getting faster download speeds (700 kbps to 1 Mbps) with the cheaper plan than I got with the more expensive plan. Go figure! I plan to leave Clearwire immediately and return to cable modem when my Clearwire contract expires early next year.