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jade

@clearwire-wmx.net

1 recommendation

Attention CLEAR - You're about to lose a ton of customers

Really? I'm a heavy user today because I worked from home - checked some mail on the corporate exchange server and remote desktop'd into some servers at my work?

When I first got your service, I was seeing between 10-14 Mbps. I'm about to submit this new thread with my currently amazing .25 Mbps of bandwidth. This is not what I"m paying $55/month for as an unlimited customer. Thank god I had the foresight to just pay for your modem out right and not sign a contract.

You are actually going to make me pick up the phone tomorrow and call ATT to get my terrible 1.5Mbps IFITL service back.

A+++ on pissing off your customer base with false advertising and throttling policies. It worked great for Netflix!

Micmel

join:2010-04-16
Charlotte, NC

1 edit
YEP! Theses ridiculous bandwidth caps just got rolled out 2-3 days ago. They either are going loose 90% of the month to month people or change their new network management bs real quick! I'll give them a few more days before i pull the plug on mine

Jet101
Jet101
Premium
join:2009-10-01
Pflugerville, TX

1 edit
reply to jade
That's actually a pretty good title for the thread. I suspect that you will be seeing quite a bit of publicity on this issue (and DSLReports had it first) in the coming few days and weeks.

Clear really got sneaky on this one. First, they revise their Acceptable Use Policy in June, adding quite a bit to the "Excessive Utilization of Network Resources" section, and now they're putting the screws to their users with no subtle notification of changes in policy. (Actually SysOp pointed out there is notification if you log into your account at Clear.com, but I never do that).

Even if Clear comes out and owns up to what is going on, I suspect what is already going on will hurt their reputation. Well...maybe not, seeing how the majority of their customers probably blindly sign up, lured by outrageous claims on commercial advertisements, and never do a lick of research online. Maybe they'll learn someday.


jade

@clearwire-wmx.net
reply to jade
This is what you get when you pay for CLEAR UNLIMITED



SysOp

join:2001-04-18
Douglasville, GA
Reviews:
·MetroPCS

4 edits
reply to jade


Three days now "Managed" (aka throttled) @ .256 downlink after 9 gigs of Netflix usage this month? No thanks.

Listen up- Give me at least HALF of what Comcast offers and we can continue to do business. I won't even use that much as I avg 50gigs max.

Comcast 250 gigs of usage @ $59.99 (plus modem, taxes, fees)

I will be signing up with Comcast Oct 16 if this is not remedied.


SysOp

join:2001-04-18
Douglasville, GA
Reviews:
·MetroPCS

4 edits
reply to jade
Click for full size
»www.clear.com/shop/services/home?id=292

What can you do
Stream videos, watch movies, track your investments, or play games online – all from your favorite seat in the house.

How does it work
The Clear Modem connects to your computer or router. There is no waiting for installation and no drilling or wiring necessary. It’s plug and play – set-up takes just seconds.

Data Usage Unlimited
Download Speed Up to 6.0 Mbps
Upload Speed Up to 1.0 Mbps

* After 8 gigabytes of data usage download speed is managed at 256kbps (I added this myself)

Michael46

join:2010-09-25

2 edits
reply to jade
Click for full size
»www.clear.com/shop/services/bundles?id=768

I've been throttled also...

Spoke with online CSR and she wanted to "troubleshoot" my connection.

I pasted the following into the window:

Is data usage really unlimited? Are there any additional charges? Usage is unlimited – believe it. You can upload, download, and surf as much as you want for one low price with any of the CLEAR Internet plans. We don’t slow down your connection – the way some Internet providers do – if we think you are using too much bandwidth. CLEAR Internet is just fast no matter how much you use your Internet – with no additional usage charges.

AND

Is there really no download speed cap?The CLEAR Get Two and Get Three Plans have no speed cap for downloads. This means that you will experience the fastest download speeds available on our network at your time of usage. Based on internal speed tests of CLEAR network users, download speeds average around 3-6.0 Mbps with bursts up to 10 Mbps

She followed with pasting a link to the AUP...

Needless to say, we got nowhere.

I'm stuck as I don't have anything better or cheaper where I am.

I tried explaining that I understood network shaping, etc. but a 98% reduction (10 Mbit to .25 Mbit) in speed was unacceptable.

Is there anything we can do?


SysOp

join:2001-04-18
Douglasville, GA
They are still using the OLD scripts. Just wait, they will get new ones. -sigh-


Cristen

@clearwire-wmx.net
reply to jade
Yup. I've had CLEAR for a few months. Was working well at first, but now my speedtest ratings are similar to those posted above. Very shitty download speeds. And VERY shitty customer service!

For one thing, the poor quality of Internet is just plain frustrating. Secondly though, it's also interfering with my work! I work from home and it's ridiculous that I have to seek out other locations to do my work because the monthly CLEAR service I pay for doesn't function!

The biggest annoyance of all though is Clear's customer service. I've used Grande and Time Warner in the past and Clear definitely has the worst I've ever had. After spending 2 hours going through the same troubleshooting process over and over with several of their online tech reps, they then told me I would have to call to go over the same process again I was told they would try to determine the problem and call me back in 3 or 4 days. I was also told that if I don't receive a call next week, I should call back to follow up and see if they are trying to resolve the problem. Really?!? Wow. When I've had Internet trouble with Time Warner in the past, they would send someone to my house to come fix the problem. They wouldn't tell me to wait a week and maybe they'll fix it.
In that amount of time, I could just start a new account with Time Warner...which is what I'm most likely going to do.

Clear = Yuck!


redxii
Premium,Mod
join:2001-02-26
Sherwood, MI
reply to SysOp
I've been getting 1Mbps all day and managed to watch something on Netflix without it stopping to buffer. I have no idea if they are throttling and they upped the throttle speed.. we'll find out at 1 a.m. Also today the modem auto reset itself at least 3 times.

The modem we just got for the laptop only managed to get 1Mbps as well, it hasn't used much bandwidth yet.

Maybe they just said "**** it just cap everyone at 1Mbps."
--
Asus P5WDE-2 Premium | Pentium D 965 Extreme Edition @ 4.0GHz | OCZ Platinum 4GB (2x2GB) DDR2-1066 (OCZ2P10664GK) | BFG NVIDIA GeForce GTX 275 OC 896MB PCIe 2.0 | Lite-On SHW-160P6S | 2x160GB Seagate | Thermaltake Purepower RX CM 500W PSU

Micmel

join:2010-04-16
Charlotte, NC
reply to jade
1:02AM speed test and shaperprobe reported speeds of 10mbps down and .3 up.... how long will it last?

level two tech slipped and noted i have been under "network management" for the past 3 days. I disconnected my ethernet cable from the modem last night to stop all traffic and when i reconnected it this morning at 1030am i was instantly recapped at 0.2mbps down... then he back stepped and tried to say it was on my end that is causing the issue. No dude you let the cat out of the bag. the moment i used my connection you capped me!

I called clear 4 times and did over 7 online chats and finally found a guy on the phone who was upfront about my connection being limited due to not high usage but just usage period! I did however get my 4 days of crap service refunded due to both modems finally no longer providing connection. (did it online to get it in writing)

If this fix holds then finally!!! If not i'll be on the phone again tomorrow morning for my endless "lets trouble shoot it!" then finally be told 5 or 6 times "can i put you hold for 2mins?" :/

Micmel

join:2010-04-16
Charlotte, NC
reply to jade
update: after just 30mins of surfing the net on my usb dongle i was capped at .20mbps... no streaming no p2p just simple browsing.

Came home used my home modem since my usb was useless, and 24mins into a netflix stream on my blu ray player i was buffered indefinitely. Ran a speed test on my laptop and had 18kbps down and 23kbps up!

Called clear, 3 people later i was informed i was: not being capped, no over my usage, nor was i being actively managed. They had me do a tracer and was told by tuesday it would be either fixed or i would be told as to why my connection is being crippled. Got a case ref# and was informed i would be credited everyday for service under 2.0mbps

dellis

join:2002-09-22
Des Plaines, IL
Welcome to my nightmare. Went through this with them about a month ago. Made it perfectly clear to 2nd level support that I was being capped. I went as far to even let them know that I keep a bandwidth monitor running on my desktop ALL the time. (And all of you should too.) They tried to give me the runaround, but I already knew what the deal was. As soon as the new TOS popped up I didn't even read it because I knew they were trying to cover their ass there too. {sigh}

EwanG

join:2005-02-18
San Antonio, TX
reply to jade
I'm in San Antonio, and seeing the same results. What's worse is that I convinced several other folks to sign up for the service, and had written a couple recommendations on my blog as well. Now I feel like I've not only been deceived, but have let those folks down as well.

I did buy my modems, but also signed up for the two year contract. So guess I'm going to get insult with injury with an ETF. I started with them last December and thought I'd finally found an ISP who "got it", but that is unfortunately not the case.

alfnoid
Premium,MVM
join:2002-02-18
said by EwanG:

I did buy my modems, but also signed up for the two year contract. So guess I'm going to get insult with injury with an ETF. I started with them last December and thought I'd finally found an ISP who "got it", but that is unfortunately not the case.
Usually if they change the terms during a contract that is an opening to get out of said contract penalty free.
Don't know when they did this as I was not aware of the change at all.

Be curious to see if this is happening all over the country or just a few places. Maybe I'll start a new thread for that one though.

EwanG

join:2005-02-18
San Antonio, TX
Here and other threads I've seen Chicago, Atlanta, Austin, and San Antonio mentioned. So if it's a "few" places it's most of the bigger ones. Of course Atlanta is also one of the "homes" of Clear which makes it even more amusing, in a sad way.

Have to wonder how much of this is related to the NYC roll-out? Maybe they got too popular?

Micmel

join:2010-04-16
Charlotte, NC
add Charlotte NC to that list on 7 towers i have tried


owlyn
Premium,MVM
join:2004-06-05
Newtown, PA
reply to jade
Thanks, everyone. If it is any consolation to you, this kills my plans to go with Clear. I've been mulling it over for the last month, but I am definitely pulling the plug on the idea now.

Qrusher

join:2002-09-26
Farmersville, CA
reply to jade
i would never recommend them to anyone. It was bad enough with losing the signal every other day, but not being to download a 30meg file in under a half an hour is insane. I've tried resetting everything, but to no avail.

SocialistPig

join:2001-08-06
North Las Vegas, NV
reply to jade
Howdy guys,

So I must of missed it if it was in the news on the front page...Clear is capping users now?

Has anyone been able to confirm @ what usage level Clear is capping people?

Clear just BARELY got decent service deployed to my area via my Sprint EVO 4G about 10 days ago. I've been using it to watch Netflix at work, been streaming from my Hava (Slingbox) at home, etc. Been using a moderate amount of bandwidth and haven't noticed any capping yet via Sprint 4G.


Skipdawg
The Original
Premium,ExMod 2001-03
join:2001-04-19
Mount Vernon, WA
reply to jade
I still have my original order confirmation info so if they play with me I'll be glad to nail them hard for it. Breach of contract. I'm retired and have the time and means to do it.

Micmel

join:2010-04-16
Charlotte, NC
reply to SocialistPig
I do not know the data limit they have placed on clear accounts but I can tell you on my account that if I ONLY stream netflix for 25 mins in hd they cripple my speed to 0.21mbps-down for the rest of the day on a home modem; or if I am using a usb modem for 35mins of web browsing I will also get you crippled to .18mbps-down tell 1:02am the next day

still waiting to hear back from them about their EXTREME network management on my account regardless of what tower I drive to connect to.... this is day 5 or 6 now

xenophon

join:2007-09-17
reply to SocialistPig
said by SocialistPig:

Howdy guys,

So I must of missed it if it was in the news on the front page...Clear is capping users now?

Has anyone been able to confirm @ what usage level Clear is capping people?

Clear just BARELY got decent service deployed to my area via my Sprint EVO 4G about 10 days ago. I've been using it to watch Netflix at work, been streaming from my Hava (Slingbox) at home, etc. Been using a moderate amount of bandwidth and haven't noticed any capping yet via Sprint 4G.
There seems to be an _assumption_ that Clear is capping when someone has problems. I'm a pretty heavy user, watching Neflix/Hulu just about daily and downloading large files (500MB+) often. I still get over 10Mbps.

Micmel

join:2010-04-16
Charlotte, NC
Yours might be working now but wait tell your ip comes around to this new network management system!

I could use an easy 3-5GB a day or around 100-140GB of data transfer a month with no issue, and stream anything for however long I wanted to. Did it for 5 months with not one word or problem (besides going out from 1145pm to 1:30am... "maintenance period") on both my modems so a total of 200+GB a month for my account

I'm not being managed or capped or over my usage, my connection just chooses to fall from 10-12mbps to 0.21mbps when I decide to actually use it longer than 5min periods. Every 5 mins of service my bandwidth speed falls off tell it comes to its preferred speed of 20kbps sustained! burst are 0.21mbps but that is not under a constant load. constant load is a joke!... it is so slow voip on the lowest setting is unusable.


SysOp

join:2001-04-18
Douglasville, GA
Reviews:
·MetroPCS

3 edits
reply to xenophon
When you call Clear and the CSR tells you that your MAC address is being "managed", it is no longer an assumption.

No online gaming, No P2P, No type of hosting

Simply: Netflix-AOL Radio-Local Radio-Web-News-YouTube-Shopping-Email-VoIP

1 user and no wifi router

xenophon

join:2007-09-17
So are you doing p2p?

Qrusher

join:2002-09-26
Farmersville, CA
reply to jade
i havent called CLEAR yet...but will do it soon. Can barely surf, images take forever to load and youtube is out of the question. Speedtests show
»www.speedtest.net/result/968619999.png

Thats what i get all day. At about 2am, its gone and i can download like 300k/sec for a few hours. During the day its just useless. I've been lucky i havent had to reinstall windows or redownload games from Steam. That would be a nightmare!!

Their usage monitor doesnt show anything for me, but i run netmeter and i've d/led about 50gig/month for the last 4 months or so. Nothing really special.


Jade

@clearwire-wmx.net
reply to jade


Terrible service.

Micmel

join:2010-04-16
Charlotte, NC
reply to SocialistPig
said by SocialistPig:

Howdy guys,

So I must of missed it if it was in the news on the front page...Clear is capping users now?

Has anyone been able to confirm @ what usage level Clear is capping people?

Clear just BARELY got decent service deployed to my area via my Sprint EVO 4G about 10 days ago. I've been using it to watch Netflix at work, been streaming from my Hava (Slingbox) at home, etc. Been using a moderate amount of bandwidth and haven't noticed any capping yet via Sprint 4G.
Sprint is not capping as far as i can tell. My epic 4g has been my modem connection since clear started this crap!... my phone get 3-4mbps tethered to my laptop with no slow down what so ever. It's not the 4G towers thats the issue or the connection to them, it's CLEAR!... modem gets .21mbps and my phone gets 3-4mbps at the same time! Been tethered for 5 days now, still going at full speed.

dellis

join:2002-09-22
Des Plaines, IL
Seems that Clear is doing this to please their Sprint partners. Better to piss of their customers than to lose a partner I suppose. Arrrrrgh.