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I’m
unsure
CLEAR performance issues during different times of the day
My internet connection sometimes goes out late at night and I am not able to surf for a while. It always comes back all by itself though - which is nice of it. Does anybody else have their signal take short breaks in the wee hours? (And do you know where it goes??)
Official
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EMPLOYEE
3Duramax08 that information is incorrect. We try to be as green as we can but we wouldn't go that far! The most likely reason is maintenance. We periodically perform maintenance on towers to provide the best service possible. In some cases this cause an interruption or slowness in services. We will use every effort to schedule the maintenance during hours which do not affect our customers or at least cause minimal impact on performance. However, we can not guarantee that services will not be interrupted and cannot always give advanced warning. We try to do these in the overnight hours to affect the fewest amount of customers. We apologize if this is an inconvenience.
Promoted
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I’m
PISSED
3If they would have TALL towers MAYBE our service would WORK, I went to where a so-called tower is by my house I didn't see any tower, I was also told Clear runs off Radio waves that's why my internet goes in and out really??? if so then when we drive our cars listening to the radio, we should be able to pick up radio stations. WTF is going on with this internet service, WE PAY TO MUCH FOR THIS CRAP!!!! AND YOUR so-called support system in INDIA doesn't know SH**!!!!
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EMPLOYEE
1Hello RV636392,
We apologize that you are having issues with speeds. You posted that your modem restarted by itself, what did the lights do on the modem? Are you directly connected to the modem? We can review your acct for you & we will post back as soon as we have further information available.Comment -
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I’m
extremely frustrated
I suppose the honeymoon is over after only one week --- from 5.5Mbps to 3.28 Mbps and expected 16Mbps. :( I am so very disappointed with the below par service, experiencing downloads slower than a modem I had over 10 years ago....at $70+ monthly. I could only hope, with this being my 3rd provider, me being in search of the instantaneous Internet I experienced before moving 5 years ago. And since then, things have gone 3G and 4G. I should have heeded the "we make no guarantee" that our service will support our advertising statements. It seems that everyone is striking while its hot, top revenues for minimal service. Will this industry ever be regulated? Has getting what you pay for died? If $70-$80 is not enough for them to get rich and support the required infrastructure, then how much? I am so mad!!!!! My daughter in SF, CA downloads at 2Ghz- view 3 more comments
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Although I recognize that is your opinion it does not make it a fact.
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I completely agree, I was just told I was a high user so they limit the network during times of high use. IN other words I am being penalized for using my internet as I would like too.
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I’m
frustrated
This happens all the time and it really sucks. No need to call their techs will give you 50 different answers if you call 50 times. It sounds like a broiler room where they have 100 people talking a one time. My green light comes on the modem but it will not connect to the internet. I have had tons of problems and would like to find a better plan somewhere if I can.
I had the 45 dollar plan but went in to pay at a local store and they cancelled my account set me up with a new plan at a higher rate. Then when I told them I did not cancel they opened the old account back up and charged me for two accounts. It took 20 calls to get back to one account. Of course they canceled the cheaper account. Every time I called the were like Schults -I know nothing, or it will be taken care of which it never was for 2 months now I am paying a more for the same service. -
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I’m
pretty damn frustrated
1I love it. I've been suffering in an Atlanta area with congested towers now for at least a year. I've done all the cache clearing and other BS techs make you go through to "troubleshoot" your connection to make sure my system and set up are fine. I'm a tech every day of the week and have been since 1988, so I'm not clueless. I know I'm being throttled to "ease" congestion. Funny thing, I was working on a laptop for a customer and they just happened to have clear. I was being throttled to miserable levels of service and what a surprise, I connected to the very same tower that is "overloaded" and causing my connection to be slow to make the internet experience better for everyone and ran a few speed tests. On my home adapter, I got .61 or so megabits up consistently, .50 down, the usual. So, just for grins since I was working anyway, I run speed tests on both my own laptop and the customers with the Clear USB adapter. They get a SOLID 8-12 Mbps on the very same damn tower. Consistently. Tried the next day and even saw a few 14Mbps showings.
Guys, the way you are "managing" your network sucks. It's one thing to bring everyone's speed down so that EVERYONE can get decent speed, but to penalize some to the point of having an unusable connection while letting others go full throttle is a joke. I have called and called and called about these issues and it's always "tower is overloaded, everyone is slow." Please. I already own a bridge - I don't need to be sold another one. No offer to reduce charges for a month as requested since at times the service is nearly unusable, no realistic idea of when the towers would be upgraded (originally it was March 2011), no idea when I'll be unthrottled.
Pathetic. I'm frustrated with trying to schedule any large transfers I have to do during off-peak hours and STILL receiving the exact same treatment from the "automatic" management. It's a flat out lie that speeds will go up after a short period of time or when the tower is no longer considered congested. I've seen it first-hand that that is not always the case (and USUALLY) isn't. I am OK with being slower when everyone else is (to a POINT), but you guys have really got to retune your management algorithms and get on the ball.
So much more to say, but why bother? So many others have said it more eloquently than I can right now while I'm peeved.
To add further insult to injury, in the mail today, I get an offer from Clear with my address on it but with someone else's name. Offering unlimited internet, "unlike anyone else". Cheaper than I currently pay. With a free month to boot. I can't even get credited when I can't use my damn service. Sheesh, SERIOUSLY guys? Why would you be sending out more advertising in an area you *CLEAR*LY know is overloaded with current subscribers?
I will be fair and say one nice thing. About 75% of the reps I have had on the phone have been pleasant, understanding (and willing to tell tidbits about whats really going on, even though you guys won't make official announcements) and do a good job of support without having people jump through unnecessary hoops. The ones in chat support? Not so much.
My patience is running out quickly at this point. As much as I really don't like AT&T or Comcast, I will move to one of them in the near future if these things are not resolved. At the very least, I know that I will get consistently decent performance. That's far better than what I have now.
When the service works right, it's great. There's your compliment. Don't bother responding to this with a link to a FAQ with suggestions to improve my speeds or other "ideas" on how to fix my equipment. Nothing is wrong with ANY of it and I have a solid 5 bars, 99.99% of the time.
*rant done*- view 4 more comments
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You must not care for your customers at all. Because I play video games over the internet I get throttled, THAT IS THE ONLY REASON I BOUGHT YOUR SERVICE. I will never purchase service from clear again.
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I’m
frustrated
This thread was helpful to me as I at least know that I am not the only one with this problem. I have had my signal go out at least 3 times a night over the last few weeks and it's very frustrating.
Also I used to have 5 lights of "signal strength" but now when it's working, I only have 2-3. I haven't moved the modem from the spot that got 5, nor has anything else changed in my home (routers, microwaves, radio, etc).
I have done everything Clear suggests on the website to fix the problem (moving the modem, unplug and restart, fix-it link, directly linking to the computer), nothing has helped. Without fail at least once per night (especially around midnight) the modem lights set themselves on 'scroll' and don't come back on until the wee hours of the morning.
When I pay $ to view a movie online for 48 hours and I can't watch it due to either extremely slow connections (to the point of the movie never playing) or no connection at all, I not only lose $ for paying for an internet connection which doesn't work well or consistently but I also lose $ for the movie too.
I have been a Clear customer for a long time, first as Clearwire. I have had this internet service for over 4 years. For a couple months as the service was switched from Clearwire to Clear there were a few glitches and frustrations, but at least then I knew why. This time I have gotten no explanation. Please just let us all know what is going on...and then even though it won't solve the problem at least the information will provide an answer, and maybe some idea on when it will be resolved.
By the way, I live in NC, not sure if all the others who post problems are from the same areas or not, might be a clue.
Amy -
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I have the same problem is I unplug it I let it restart then i try to watch netflix again then it seems like around 10pm washington state time it just gets slower and slower my 2 year old can watch dora all day no problems but when i want to watch some adult shows well if I can find it but still it takes 2 hours to watch a 30 min episode i timed it the other day 1 min and 5 seconds for 2 to 3 minutes of loading on the clear modem its weird beacuse i can go onto the computer and go on the internet ok but then i switch its like ok time for me to go to bed then i guess so yeah we want steps we can take from this to stop happening im sure some of the clear employees have clear at home or on their laptop so yeah what can we do to stop from losing signal at nightime. what steps do you take as an employee of clear to get your signal back fast and keep fast?
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Clear internet is a beta test in progress. I havent been lied to by the 'India' guys or the local guys. You must remember that where our internet is today we were watching tv on 5 years ago. Its new as new as colour tv once was. Remember the Wi in WiFi means Wireless. It doesnt operate on AM or FM its doesnt operate in analouge it is digital and if youve ever seen DTV you know tuneing in a DTV station is a pain in the butt. Im sorry to burst your bubble but i came to dial up to Clear so i havent a clue whachall upsetting about. Its plenty fast for me.
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Funny how they have their call center in india and yet i am only 40 miles from their headquarters here in seattle area..get with the dang program clear noone wants to talk to someone in ombay who doesnt understand much english we want someone who does understand and we want reliable service. So far its a debate which is worse your net service or qwest dsl..both are awful but never got disconnected by qwest
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CLEAR is odd in that I will be right in the middle of my E-mail and WHAM!!! The modem lights go out and then I see the modem like searching for a signal. Meanwhile I cannot surf anymore or rely or anything. This happens far too often and at different times of the day and night. Often the outtage lasts for several minutes then the signal is back only to be lost again moments later, this is very weird.
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I’m
frustrated
Yeah i have had that happen to i have their wifi modem and home voice. and at late night it acts like it went to starbucks for a coffee break... but then again right now at 3 in the afternoon my signal buncing between 3 lights and 5 and i am only 6 blocks from the tower but it keeps cutting out when i send anything so borrowing a puter right now..am getting tempted to leave and go to comcast-
Hi RobinW,
If your signal is jumping around between 3 to 5 lights, we recommend some slight repositioning to help with your issue (http://www.clear.com/support/faq/devi.... Interference can also cause your signal to bounce around as well. Make sure to keep the your device 2-3 feet away from other electronics. Also, make sure the device is plugged into the wall and not into a surge protector/power strip. There is also a CLEAR toolkit in your account at www.clear.com that will provide statistics from your modem and tips to assist you. -
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I’m
frustrated
1this service sucks..i'm paying way more than what it gives...an ordinary dial-up is faster than this crap
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Hello Pamitdavid,
Thank you for your patience. We see that you are being affected temporarily by the system due to network congestion certain times for the day. The system is constantly evaluating the conditions of the network. It only responds at times of high network utilization to deliver the best possible experience to the our customers. It evaluates and responds to highly localized areas on an as-needed basis, often isolated to a specific tower.Certain times of day may be more suitable for downloading large amounts of data. Please ensure that any wi-fi connections are secured. Also, please make sure there are no peer to peer or torrent programs running. We advise to reposition your modem during these high congested times. Please use our diagnostic tool http://www.clear.com/my-account/suppo... to help connect to a different tower during these times. This new tool has a map function that shows tower locations to help position your modem to a new tower. This should resolve your issues. You will only be affect by our system temporarily. You will not be permanently affected. If you experience slow speeds for long periods of time, please call our technical support at 888-888-3113 for assistance. We are here to help. Thank you for choosing Clear. -
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So ArchieB, how can we find out if/when tower maintenance is taking place? For the last two mornings, my connection is getting dropped periodically even though the signal strength on the modem indicates a steady 3 LEDs. I can log into the modem and I have a WAN side IP assigned. After a couple of hours, the connection stabilizes and is fine. I try the technical support chat and they want me to try different LAN cables. I am OK with maintenance occasionally, I just don;t want to waste my time going through basic troubleshooting steps in the chat session with the overseas technical support. Please provide a way for me to just confirm maintenance is taking place in my area so we don't waste everyone's time.
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I pay more money for this service than I have ever paid for internet. I was lulled into believing Clear provides "blazing 4G speeds", but have had faster and more reliable dial up. This company is the worst I have ever dealt with. I hope it goes bankrupt. At least that way, I won't have to pay an outrageous fee for breaking contract. High speed internet... What a lie.
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EMPLOYEE
I’m
confident
littleboyplad2000,
Your issue has been addressed on the following link http://forums.clear.com/clearcom/topi... -
