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rpierson777
Master Of All I Support
Premium
join:2001-07-19
Glendora, CA

[Troubleshooting] Oversubscribed in Glendora, CA


So, I have had Clear since March of 2012. Up until 6 months ago speeds were pretty decent. (3.0 to 8.0) It suited my purposes. Then things start to go south. Speeds dropped dramatically during the day and early evening. I was calling support at Clear on a monthly basis. After my call or chat, speeds would typically increase for about a week and then drop again. My latest speedtest was Ping=68 DL=0.71 and UL=0.88. Soooo, I contacted Clear Support again. Following is the chat transcript:

Customer ChatChat TranscriptHello Robert. Please wait while we find a CLEAR specialist to help you.

You are an existing customer with a Tech Support question.You have been connected to tt_Nelson David.tt_Nelson David: Thank you for using Clear Web Chat Support, my name is Nelson and I am very pleased to meet you online Robert. May I have your last name as well please?

Robert: xxxxxxx

tt_Nelson David: Thank you.

tt_Nelson David: xxx-xxx-xxxx is a good callback number?

Robert: yes

tt_Nelson David: Thank you.

tt_Nelson David: Let me just pull up your account to assist you further, okay?

Robert: ok

tt_Nelson David: Thank you.

tt_Nelson David: And this is about speed issues, correct?

Robert: correct

tt_Nelson David: My apologies for this inconvenience. It will be my pleasure getting this concern rectified today.

tt_Nelson David: May I please have the MAC ID of the Clear Modem? It starts with 00 which can be seen on the white sticker on the clear device.
It is also composed of 12 Alphanumeric Characters.

Robert: stand by

tt_Nelson David: Thank you.

Robert: xx-xx-xx-xx-xx-xx

tt_Nelson David: Thank you. And what type of Clear Modem are you using? Is it a home modem, a clear spot, a USB device or an embedded laptop?

Robert: home modem

tt_Nelson David: Thank you.

tt_Nelson David: How many lights do you see from your Clear Modem?

Robert: 5

tt_Nelson David: Are you using a laptop or a desktop?

Robert: desktop

tt_Nelson David: Thank you. With Windows 7, 8, Vista, or XP?

Robert: xp

tt_Nelson David: Thank you. Are you using Internet Explorer, Google Chrome, Mozilla Firefox or a Safari browser?

Robert: IE 8.0

tt_Nelson David: Thank you.

tt_Nelson David: How many devices are connected on the clear modem at the moment?
Please, disconnected the other devices connected on the clear modem if any for now.

Robert: all disconnected except wireless router

tt_Nelson David: Thank you.

tt_Nelson David: And you are not downloading or uploading any files nor watching any movies at the moment, correct?

Robert: correct

tt_Nelson David: May you please run a speed test from www.speedtest.net?

tt_Nelson David: May I also have the result for the Ping, Download, and Upload speed please?

Robert: stand by

Robert: ping 87 DL 0.90 UL 0.77

tt_Nelson David: Thank you.

tt_Nelson David: Would you happen to know on how to clear the Browsing History, Cookies, and Cache of your browser?

Robert: yes, i did that before I instigated chat. would you like me to do it again?

tt_Nelson David: Yes please.

Robert: stand by

tt_Nelson David: Thank you.

Robert: done

tt_Nelson David: May you please run another speed test from www.speedtest.net?

tt_Nelson David: May I also have the result for the Ping, Download, and Upload speed please?

Robert: stand by

tt_Nelson David: Thank you.

Robert: Ping 73 UL 0.71 DL 0.82

Robert: sorry, meant DL 0.71 UL 0.82

tt_Nelson David: Thank you.

tt_Nelson David: Not much of a difference.

Robert: no

tt_Nelson David: May I please have your service address so that I can check on the service coverage in the area and the network status at the same time?

Robert: xxx E. xxxxx Glendora, CA xxxxx

tt_Nelson David: Thank you.

tt_Nelson David: Now I see the reason.

tt_Nelson David: There is a high tower utilization in the area causing the service to be degraded.

tt_Nelson David: Our sincere apology for this inconvenience.

Robert: you mean you are oversubscribed?

tt_Nelson David: At the moment, yes.

tt_Nelson David: We do apologize for the inconvenience as we do not have control over High Tower Utilization Speed at the moment.
The best thing that we can do at this juncture, is to unplug your Clear Modem from the power outlet for 2 minutes.
Please, restart your computer as well. If this will not work, you may have to wait until the High Tower Utilization is over to get the normal speed of the Internet back on.

Robert: I will do that, however I have already done so before this chat, as I have become somewhat of an expert with Clear's troubleshooting. What if the congestion persists? Are there plans to increase the capacity of the tower, or will Clear just wait for disgruntled subscribers such as myself to seek services elsewhere?

tt_Nelson David: We do apologize for the inconvenience as we do not have control over High Tower Utilization Speed at the moment.

tt_Nelson David: We are currently working on increasing the bandwidth on our towers and leaning forward to LTE signal improvement but, we have no time frame yet on when is it going to be completed.

Robert: Thank you

--
Don't light a match 'til you know which end of the dog is barkin.

ocjosh

join:2013-03-19
united state
Reviews:
·Verizon FiOS
·Clear Wireless
I have similar situations. This all happened after Sprint taking over Clear. After labor day weekend, our connections became so bad during day time.
It last more than 2 weeks. But finally, Clear connection is back a bit normal, not as good but better than the slow time.

MTB

join:2007-06-29
Newport Beach, CA
reply to rpierson777
As usual they are either stupid or just playing stupid.

CINR has dropped 5 counts and I am only 1000ft from a tower. I also seem to have issues receiving audio.

They have lied to us about LTE deployment and even the Sprint stores in the area acknowledge that wimax is having issues.