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I’m
very angry
Home internet and clear voice connection issue.
The clear home internet service goes down EVERY single morning for hours, i have spoken with tech support numerous times and have redone the wiring per their instructions, moved it next to a south facing window, it is more than 20 feet away from any electronics. Also the clear phone service COMPLETELY cuts out conversations which is COMPLETELY UNACCEPTABLE as it is a business and home line. I have lost customers due to the ineptitude of the home phone service, again i have spoken with tech support numerous times, rewired it, moved it to a window away from other electronics, plugged a corded phone in, clear has even sent a new voice box and still no better, if anything it is worse. If a solution cannot be found i will have no choice but to go with a different internet and phone provider and recommend that people not get clear due to all the issues i have unfortunately had thus far
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I feel your pain, this would suck, but let me say that I have been using clear for about a week, and other than an occaisional signal loss , I have almost perfect service. Have you looked at their service map to see if you are simply in a black hole area that doesn't have coverage, there are a few around seattle. Good luck.
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papo3rd July 12, 2010 23:34This is the worst piece of crap.......Dumping it ASAPEditDeleteRemove
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I’m
confident
I would recommend you keep a log with the time and date of your signal loss. Note the time, date, and weather when you loose signal.
Then call back to Clear, press to speak to a case manager who will be able to conduct more detailed troubleshooting and escalate your situation, including submitting a request that will send Clear technicians to your tower to check for problems and/or Clear network engineers to evaluate the issue remotely.
Having a record of the signal loss demonstrates this is an on-going issue and it may help Clear resolve the issue.- view 2 more comments
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and the bull sheet continues
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and the bull sheet continues
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I’m
disappointed
For the cost and the unreliability of service, I can't afford to lose customers. Its too bad that Clear doesn't offer some sort of retribution for shoddy services. I would likely subscribe if I knew they would refund their customers for the time service was down.
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They do refund if the service is down over 24 hours. You just have to request it within a specified number of days.
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I’m
MAD
I am having this problem too. Customers get angry when you tell them that you have to call them back on your cell phone because of the unreliable breaking up of your conversation.
I called Clear, and after the usual unplug this, turn off that, move this, move that. Finally the tech did something like restarted the tower or the silver box and the phone service started to work very reliably. For three days.
So I called them back again and we went through the same exact thing we did last time. They restarted something and everything is back working again. I asked them why this is happening, and they told me they didn't know, but if it happens again I am supposed to unplug everything and then reconnect everything up again and it should work. I don't think so. Because it only works when they do something at their end!
They need to either send me a new phone box, or fix the tower!-
Yeah. This sounds a lot like my situation. It's unacceptable to have to keep calling and calling. Each time I do, things magically get better for awhile so I hold on. I'm very close to terminating my service.
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I’m
frustrated
I have had clear for over a year and it is constantly going down. I had one week when it all worked great but then the usual start and stop. It is definitely on their end. Probably the towers. The customer service people on the support phones treat me like I am an idiot! After an extended call one day the service person said that there was nothing they could do and started to give me directions to send their modem back! That's not good, if you can't fix the problem you don't tell the customer to go to another service! I hope it gets better soon!
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I’m
confident
One of the features (free at that) that Clear's VOIP service has is the ability to forward calls to a cellphone or any other number after attempting to call the VOIP phone first. This is virtual...your phone service doesn't even need to be plugged it to use this feature! It's easy to do and you won't lose important calls setting it up this way.
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The service is a joke. I'll give it one more week and If i don't have faster speeds then 2Mbps , which I doubt it'll even get past 1Mbps , I think comcast here i come
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Don't think the grasser is greener on the other side ... I left ComCast for Clearwire in Jacksonville FL ... plus ComCast is raising its prices Oct 1st
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I’m
disappointed
I'm with you..just had to convert BACK to comcast.... NEVER connected at 4g...always SLOW and intermittant! Wish it worked!
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I’m
thankful
I been getting 9.69mbps download speeds and 0.90mbps upload speeds. I had a couple of times when my service cut out but thats because of the room its in. I don't get good service in some parts in the room. But were the modem is sitting at now its been realy really reliable. I am happy with Clear. Sorry about whats going on with the rest of you guys. Hopefully Clear can get it fix asap.
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POSSIBLE SOLUTION:
I'm under the assumption that most people affected by this problem have their Home Modem connected to a router of some type. Again, I have the Home and Mobile (Pick 2 plan) and do not experience this problem on my USB Mobile option. It only affects the Home modem apparently when it's connected to a router.
WHY?
I believe I've found the reason. After logging into the Motorola modem at http://192.168.15.1, notice on the option "Local Address" on the right side. Click it and now notice that your router address should be displayed here. I've chosen to configure my router as a DHCP server that distributes IP addresses to all computers on my network. Now here's where it gets a little tricky. Notice that the "Remaining Lease Duration" is set to 4 hours by default. So every 4 hours, the modem will attempt to ASSIGN the router the a new IP address but guess what? IT FAILS MISERABLY AT THIS TASK!
So the workaround:
1. Click "Lease Reservation" on the lower left side.
2. Click the Add tab at the bottom and enter your router information (Client Host Name, MAC Address, IP Address)
NOTE: If the current host name of your router cannot be accommodated in the Client Host Name textbox, you will need to log into your router and shorten the name.
3. Save and Apply the settings.
Performing this step will NEVER refresh the IP Address assigned to your router and get it in the "confused state". I've been testing this workaround for two days straight and have experienced ZERO problems. Of course I will post another update if anything changes, but I'd like it if someone else could perform the steps above to see if this remedies the situation. -
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I’m
hopefull
I actually spoke to someone with Clear yesterday that knew what they were talking about and is actually getting something done!
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I’m
annoyed
What's your internet traffic like? I find my VOIP breaks up in perfect sync with the activity light on my WiFi router - regardless of signal strength. I have to chase my kids off the net during phone calls. Sucks. I thought I'd start by looking for a solution here, since talking to CS is like describing a spiral staircase without using your hands.
Linksys Cisco Phone Adapter SPA2102-SF
Asus Wireless Router RT-N12 -
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I’m
Very Dissatisfied! !!
I experience breakups even when the computer is turned off. Sometimes, the activity light on the router is on steady even with the computer turned off. Like right now even when I am not typing, the activity light is on steady.
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I have 5 lights on my modem box. I always have 5. The tower is about 3 blocks away from me. The web browsing part is great, it's the telephone service that sucks. Recently it changed. The phone works great from 10a-3:30pm. Then it goes downhill from there till the next day with breaks ups, lost calls, etc.
How come every time you call they ask you for your modem and phone box serial numbers. Don't they keep a record of this? Once you tell them this info, they should have it on file. Not ask you every time you call! -
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I thnk I have found the problem.
I ran the speed test located at http://www.hostedipbx.com/speedtest.php.
From 10a-3pm, my jitter is only 2ms. But after 3pm the jitter jumps to 25.8ms.
On the graph, this is right in the middle of the "broken" level of quality.
How do you get Clear to fix this? -
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I’m
disappointed, betrayed, swindled
Having the trouble with my phone service. What if something happens during the night? We can't call 911 or the police station. I guess I should have an extraordinary night, like Ashley Jewell told me in tech support. -
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I’m
researching FIOS
I was one of the very first customers when Earthlink went online. They grew and grew as service got worse and worse. Deja Vu
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I’m
angry
For the first few months I had the Clear service everything was great. Then, this year, the service started to go out, off and on. In May, the service was non-existant for about a week. I reported the problem and was told they were working on it, then I was told there was nothing wrong. Eventually it was fixed and all was well for a few weeks. Now for the past couple of weeks, the services goes out every few minutes. When I call, I have to verify my equipment numbers and then I am told to disconnect and reconnect, even if I have already done that on my own. Nothing works. The person that I spoke with said there is nothing wrong. I beg to differ. When I am in the middle of conversations on the phone, the connection is lost. Sometimes it happens every few minutes, sometimes it happens every few hours. Nothing is consistent. I signed a contract for two years, when those two years are up I will not renew with Clear, unless they fix this satisfactorily and that means quickly. This is no way to treat customers.
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I have had virtually no service since 8-20. I have documented this all under the conversation titled "Instead of service getting better, it is getting worse".
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I’m
Confident
VOIP is sensitive to bandwith issuses both up (very important!) and down. The 1meg upload speed they offer is good if all you do is talk with very little to no data traffic. There are other factors like jitter, this I have found to be the root of my voip issuses. I would like to see 2meg upload speeds as the extra bandwith can more accommendate the fluctuations in the network.
If you go to my website: http://www.hostedipbx.com/66195
(just cut an paste into a new browser url:)
I have a speedtest designed for VOIP speed testing. Scroll down to the bottom of the page and click on "Test your speed connection".
This will give you a very good summary report on how good your connection is for voice traffic. Try it while doing a download and without, see what you get. Best of luck to everyone!
http://www.hostedipbx.com/66195 -
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I’m
frustrated
it says the company has a solution do you know what it is?
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They have no solution. My speed is 1.5 - 2.5 / 800k in the afternoon and drops to 700k / 900k at night. I am getting faster speeds with 3G when I am within a direct view of their tower (2.3 / 750k ) and it is stable. I am probably wrong but it now looks like I am on 3G with a just a bit better ping latency.
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I’m
Confident
It's your computer looks like you have alot of background applications running. Back up all your programs and data or image the drive. Then do a factory restore of windows and then test. Your HD may be fragmentented too. Windows has a history of getting "clogged up" and the only cure is a fresh install of the OS. It is worth the work 99% of all problems go away!
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Excuse me, but this has nothing to do with the current problems that we are experiencing with connection to the Internet. I am working with a PC that was purchased 3 weeks ago, has only one additional piece of software installed and has not been able to access the Internet for a majority of the three weeks since we bought it.
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WOW Watson. Are you for real?? If you think that's the issue you need a new line of work.
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I haven't had a signal since Friday, now it's Monday morning and signal is very weak. I've had Clear for about a month and it's been nothing but headaches. I wonder if Verizon is any better.
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Have had clear for 10 days now and the signal is awful! And I don't mean for streaming videos, I mean just for email. I plan on going to a different carrier. The quick setup is very attractive but if there is no internet signal, it doesn't matter that it is a plug and play setup.
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well, I just got a weak signal at 1pm. I wonder if the Clear people are reading theses posts and what are they going to do about it.
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lost the signal again at 2pm, shut down my PC and now I have a very weak signal. It's 5pm.
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If you can get out, get out. Clear is bad. Go to your celphone company and get 4G service. It will be better and it will have less problems.
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I've been having the same issue, especially since we were sent an upgrade from clear. The phone is always cutting out and the internet drops offline frequently.
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I agree with you about the service. I did not have any problems until I received the upgrade. I had been with this Clearwire for years without any problem. I am seriously thinking about cancelling my service and going elsewhere.
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I’m
frustrated
PLEASE RELAY THIS MESSAGE TO EVERYONE WHO HAS BEEN A VICTIM OF FALSE ADVERSITING BY CLEAR!
As a customer who is a victim of Deceptive Advertising by CLEAR, you have the right to file a complaint with the Federal Communications Commission (FCC). As a result of their false and deceptive advertising I was lured into signing up for their top of the line service which promised download speeds of up to 6 Mb/s but I’m lucky get speeds that are over 0.5 Mb/s on any given day anywhere I go with my portable CLEAR Spot 4G equipment. I have never been able to play online video streams and their tech support are either missing in action or don’t know half of what they are doing.
Please help STOP their Deceptive Advertising so as to prevent them from dragging others into this quagmire by visiting FCC’s website and filing a complaint.
The following link will take you directly to FCC’s web page where you will be given an option to choose the convenient method to file your complaint either through an Online Form, Phone, Postal, Fax or Email.
http://esupport.fcc.gov/complaints.ht...
Here is the fastest way to reach them; Call toll-free at 1-888-CALL-FCC (1-888-225-5322) voice or 1-888-TELL- FCC (1-888-835-5322) TTY. -
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I’m
ok
I had a similar issue. Almost every morning between 1:00AM and 5:00AM (working remotely for overseas stuff), my modem would die, start blinking lights. Of course, tech support was always closed when it happened. I did end up getting in touch with a tech and he did some sort of reset with the device and the tower?
Glad to say that I don't lose my signal anymore (3 - 5 lights now), but now I am having voice problems. Can't hear, breaking up, etc., but the people on the other link can hear me just fine. Even connected an old analog phone (using cordless) and same thing. Connection is fine, internet still works, but voice is terrible. Anyone with ideas, let me know, but I am going to search the pages to see if anyone has solved this one...-
Dsysana,
A signal swing from 3-5 lights indicates interference of some sort.
Does the poor voice quality remain when u have 5 lights?
Is the issue static type noise, or cutting out..dead air..., or something other than either?
Does the number of lights on the modem reduce when you use the phone?
Regards,
ConnectivityKing -
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I’m
looking fotward to reliable servive
After ten straight hours of signal/no signal/signal... I just solved the problem. Called Verizon and ordered FIOS.
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ConnectivityKing,
I've noticed the bad voice problems with 3 and 4 lights. It may have happened with 5, but never checked and saw it at that point. If nothing is on, even the computer, I can sit and watch the lights go from 3 to 4 to 5 to 4 within around 20 - 30 minutes.
I have a cordless phone (DECT 6.0) in the house, base station around 10 feet from the Clear modem. But I've noticed the problem even if I use our analog phone. Should that make a difference?
I guess I can try to move the cordless receiver farther away....we'll see if it helps -
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Dsysana,
If i understand you correctly, u have plugged a Wired handset into the voice adapter and the issue remains..?
I am still interested in the kind of issue you are experiencing.. as stated above.. dead air?... static?.. etc..?
Again the wide range of signal strength indicates interference... which may, or may not come from inside your home.
Log into the modem.>
Wire the modem directly to your puter.. no voice adapter or other device..
establish connectivity.
open a web browser and type 192.168.15.1 into the address bar.
When u see a Wimax log in screen, log in using either "motorola" or "Clear123" as a pass word.. < Note < this is case sensitive.
Find your way to the modem status page.. .. I do not recommend that you change ANY settings in the modem as you could very likely cause an irrevocable modem crash..
On the status page there will be a set of diagnostics.
I would be interested to know the following values:
Radio temperature>
RSSI>
CINR>
Regards,
ConnectivityKing -
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ConnectivityKing
Temp:36C/96F
RSSI -79dBm
CINR:16dB
3 Dots on the Signal Meter...
Also, there is a WiMax Disconnect Reasons:BS FORCE...don't think I've seen that before.-
Dsysana,
Stats are not bad.
Disconnect indicates that the base station disconnected you.. moved you to another tower or sector.
Try a hard reset:
G series modem.. find the reset button on the back.. press and hold 10 seconds or so.. the modem will re initalize.
M series modem:
The reset is in the GUI .. I believe it's on the diagnostics page.. and looks something like this (||).
The modem could be erroring.. this will reset to factory default and hopefully eliminate the error.
Lemme know how u make out.
Regards,
ConnectivityKing -
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I’m
annoyed
Oh Well, my "morning" problem happened again. Had 4 solid lights, but nothing connecting (phone or internet). Reset the modem and after about 90 minutes, my connection came back.
What does "UNAUTHORIZED" mean? It appears Clear is denying my connection!!!
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It means the WiMax towers don't recognize the MAC address of your modem, contact Clear in this case... should be an easy fix on their end.
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CONTACT SUPPORT EVERY TIME YOU HAVE A PROBLEM, ALL DAY EVERYDAY IF NECESSARY! USE CHAT, SEND EMAILS, CALL THEIR SUPPORT (888-888-3113) SO THEY ARE BURRIED WITH THEIR GARBAGE SERVICE AND PROBLEMS!! MAYBE IT WILL SAVE OTHERS FROM GETTING INTO THE SAME PROBLEM WE ARE ALL IN.
Also, contact FCC and file a complaint: Call toll-free at 1-888-CALL-FCC (1-888-225-5322) voice or 1-888-TELL- FCC (1-888-835-5322) TTY. http://esupport.fcc.gov/index.htm?job... -
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I’m
better
Good news, so far. They sent me a replacement modem, Motorola CPEi25150. After 3 calls the first hour to get the darn thing access, I haven't had the dropping problems, and my speed has been a consistent 3.5 down, 1 up. I was a bit skeptical because I get 5 lights now, and I only got 3, sometimes 4 with the other modem...thought it was marketing :-). Anyway, this modem seems older, maybe used, and the software is certainly older (can't set your own password). And, there is no hardware reset button on the device, so if you can't get in via software, no way to do a factory reset. But again, my connect and phone reception are way better now. We'll see a if it stays that way.
Of course, I was billed for two modems this month, but they assured me that when the receive my old modem, they will remove the other lease charge. -
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Dsysana,
Glad to see that it is lookiung better... you still should be able to do a hard reset if needed by logging into the modem.... wouldnt recommend it if things are well now.. Firmware in the modem should also be current... don't see an issue there.. I remain convinced that the firmware in your previous modem was in error state... The modem should not be performing multiple disconnects....
Good luck and best regards,
ConnectivityKing -
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I’m
a lot better.
Posted this on another forum, getting over 9 down, close to one up, but now seem to be coming out of either Florida or Houston area (was coming out of Seattle area). Hopefully Clear is figuring out things, and maybe getting their modem issues figured out, too.
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I’m
dissappointed, frustrated and CANCELLING!!!!!!
1I just installed last week and also am having the same problems.....I've had a total of 6 contacts with customer "service" with NO resolution.
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EXCELLENT!!! firing CLEAR will drive home the message that their game is over. Get a new provider and please drop in and watch them go down in flames..bankruptcy is around the corner....
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I’m
confident
Hi garyhea, we are very sorry about the issues you have been experiencing. We are currently address these issues here: http://forums.clear.com/clearcom/topi... -
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I’m
confident
I am confident that Clear will resolve your problems. I had excellent service at first, then horrible service for months. But, I kept communicating (complaining) and now, for the past 6 months, the service has been great. I recommend staying with them and working with them, especially if you have had good service at any point in time. It does not make sense if you get good service some of the time and not all of the time. But it does make me believe they will resolve your issues too. I am hoping Clear keeps going and gets better and better. I have had Comcast, Time Warner, AT&T DSL and my friends have U-verse. None of them are any better. They all promise things they do not deliver.
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I have the same thing going on and each day i get up, my home phone is not working and this is not right i have a mother who depends on me for help a lot and when she needs me some times she can not reach me , i have been told well can you not use your cell phone during the time , my answer to that is I PAY FOR HOME PHONE i need it to work all the time .When i it does not work i do not get to pay any less on my bill
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Last night, I couldn't get any service at home for the 10 or 11th time. One dollar credits are not sufficient when you loose a whole day of work because the internet would not work.
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soniagriffin, We process credits for down time according to your monthly bill. Most plans even out to a little less or a little more than just $1 a day. We process credits on case by case basis. If you would like to inquire more on this process, please contact us at 888-888-3113 or contact or 24/7 chat support at www.clear.com.
We see that you have an unstable signal. You have to have a consistent signal to obtain your high speeds. Signal issue can be caused due to a variety of things, including interference, foliage, and building structure of your service address. If you have energy efficient windows, they have argon gas in them that block out radio frequencies. Also, apartment have issues with getting signal due to the fireproofing that keeps fires from spreading to other apartment. These things are examples of things that can be causing issues. Your modem has 2 different readings. Your CINR (signal) needs to be 12 or higher. Your signal seems to be fluctuating between CINR 4-12. Your RSSI (interference) should be -80 or less. We would like to see RSSI - 65 to -75 range. Your RSSI is -92, this indicates high interference. The higher the interference you have, the lower your signal will be. This is what causes your disconnections. Please use this Clear toolkit in your account to reposition your modem to get a better signal. The clear toolkit also has a map of to near by towers, so you will know which way to point the modem. As you rotate your modem, you will see the CINR and RSSI change, this will help you get it to the levels that will resolve your issue. It is a very helpful tool. Please be sure that your modem is at least 3 feet away from any microwaves, cordless phones, wireless routers, stereo speakers, etc., to avoid any frequency interferences.There is now a dedicated support page at www.clear.com with a lot of information to help answer basic questions and technical issues. Please visit these helpful tips to improve signal issues http://www.clear.com/support/faq/devi... & http://www.clear.com/support/faq/devi.... Please use our new diagnostic tool http://www.clear.com/my-account/suppo... to help connect to a different towers in your area. If your issue continues, please let us know and we will troubleshoot this issue for you. We are here to help. Thank you for being a Clear customer. -
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Tonight was the worst cut off yet. Usually it just gets extremely slow but tonight It was completely dead for an hour.
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