Complaint Rating:

Company information:
Texas
United States

I just spent another 30 minutes on the phone with Clearwire. And I am so mad, I am shaking. I have NEVER, NEVER dealt with a company that flat out lies to their customers. Last year I called a Clearwire# from an advertisement and told them I wanted internet service for my son, a college student. Some guy that I could barely understnd took all my information, told me what it would cost, and sent us the modem. The service never worked….it was so slow you couldn’t do anything on it. My son called in February to report the trouble they were having, all they told him was to “turn the equipment toward the tower”…and the service never improved. Shortly thereafter, they gave up and ordered another service which, by the way, works wonderfully. I called in August and spent an hour on the phone trying to cancel the service. It’s at this time that I was informed about a 2 year contract. When I called to order the service, I was NEVER told anything about a 2 year contract. According to your customer service rep, this is in the fine print when you go to initialize the service online. This is what’s known in Texas as “deceptive trade practices”. Your rep told me they would send me a UPS label to return the equipment, but told me I would be charged an early disconnect fee. I asked your rep how many times were we expected to call and report problems before Clearwire acknowledged poor or no service, she said “more than once”. Well, when you’re a college student and you have online classes, you can’t afford to wait weeks and months for your internet provider to work. And you don’t have time to spend hours calling customer service or tech support. What I want to know is…if Clearwire cannot provide the service, and the service does not work, why should I have to pay an early disconnect fee, especially when I was not told upfront that there was a 2 year term. The contract or agreement should be null and void because Clearwire could not fulfill their part of the agreement. And since I was never informed of any type of term limit, that just makes the practice even more deceitful and reprehensible.