Complaint Rating:

Company information:
Clearwire
United States

We have had Clearwire internet service for almost 3 years. First 2 years internet service was okay one computer hooked up to a router. Then we moved and added a computer - service was slow and sometimes wouldn't work at all. It was very frustrating, kids lost school work, I couldn't get online for a class I was teaching. The techs always said it was our fault. We spent hours on the phone trying to get the internet fixed. In September my husband received a note from Clearwire saying that we could auto-renew the 2 year contract and get a free months worth of service he called and said that he wanted to go month-to-month. The rates increased and we didn't notice that one month they only charged us $7.95 (not free) which they withdrew directly from his account.

After going through half the summer without internet service we decided to change providers. We stopped by the local store to cancel and return the modem but they don't handle anything except adding service. We called customer service but there is a special department that handles cancellation and they only work M-F 6AM-8PM Pacific time. When we did finally contact the cancellation department we were on hold for almost 10 minutes while we listened to promotion "we make it simple". The first person tried to direct us to a tech support person. The next person told us that we had a 2 year contract and would have to pay $180 to cancel. We insisted that we were on a month to month plan but they didn't care and insisted that by accepting the free month which wasn'tfree (reduced charge) we accepted the auto-renewal. My husband got so disgusted he handed the phone to me. The only way we could get the $180 fee dropped was by talking to the tech person. After 45 minutes of continuous adjusting and discussion between the tech person and myself the internet was working again. I was transferred back to customer service and was told that there was no need to cancel now because the internet was now working. After being on the phone for 2 hours - they said I could not cancel because the account was under my husbands name. And that there was no reason why we didn't have superior service because we were in an area where the signal was strong so they would still charge us an additional $180 and if we do not pay we will be sent to collections. They said the only other option was to contact Craig's list and try to sell our contract to someone else. Also they will not cancel until they get their modem back. We have to wait until they send us a box. After 2+ hours of pure frustration my husband still had to call and cancel and they still tried to tell him that he agreed to an auto-renew contract.

Buyer beware!!