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Clearwire Broadband in Ireland - It's getting worse.
Posted April 23, 2006One of the great things about the internet is that it allows you to have a good rant and warn others when you experience poor customer service. I signed up for clearwire broadband in November. At the time they were just starting out in Ireland and only had limited coverage - a couple of areas in Dublin, but none of the rest of the country. Their customer service was good though. There were a couple of days when I couldn’t get access to the web but calling the support line would get me straight through to their technical staff and I got the issues resolved. I started recommending them to people who were looking for broadband.
But clearwire have been expanding and it seems their customer service abilities have not kept pace. Since the beginning of this week I haven’t been able to access google talk or websites running on unusual ports e.g. 8080. When I started with them I could access any service. It seems that over time they have been blocking more and more ports. I didn’t mind when they blocked the various p2p file sharing programs, but blocking port 8080 is a bit over zealous and now its getting in the way of my work. So I decided to ring them to see what the problem is and if they can fix it for me.
The first change that I noticed is that they no longer give their phone number on their website. This is always a bad sign. Previously it was easy to find a contact number, sales number and support number. Now instead you fill out a form and wait for a representative to contact you (It turns out they show you the support number after you fill out the support request form). Not to worry, I still had the number from when I signed up so I called them. Instead of getting through to their support staff I was rerouted to what I suspect was a general call center service. I talked to someone who obviously didn’t work for clearwire. She would take my details and said someone from support would call me. Irritatingly she required my name, phone number, address line 1, address line 2, address line 3, preferred contact time and problem description. I thought my name and number would be sufficient but no, I had to complete this exercise in form filling for my support request to go through. I said my preferred contact time was asap. “Thats not one of the available options sir.”.
Anyway I still haven’t heard from them (5 days and 3 attempts later). I tried call them again. It seems that clearwire support has disappeared into the ether. It leads me to think that I should look at moving to someone else because I don’t like to pay for bad service (Although how I could cancel my subscription with them if I can’t even contact them).
So now I can’t recommend clearwire broadband in Ireland. Go with someone else.
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Sounds like an exact copy of my experience. It's easy to get in touch with them - stop the direct debit - they soon start contacting you
. I got them to agree to cancel the contract because - like you - I was no longer getting the product I contracted them to provide me. About the only port left open was 80. Skype stopped working although I suspect this was to do with certain non-nationals over using and abusing the service - some cyber cafes were hosting exchanges using the service !
Anyway I use SSH - telnet - ftp - VNC and lots of other ports into my server from the outside so they (Clearwire) had to go !
ZEN
Hi
I have just installed Clearwire in my HO in North County Dublin. While at times (afternoons mainly) it flies, there are other times (mainly mornings and evenings) that it is so slow as to virtually unusable. Downloading updates from symantec showed speeds of about 28k (much slower than my old ISDN line). Is anyone else experiencing similar problems?
morke
Yes, I’ve been having problems with speed lately. It’s fine most of the time but sometimes it gets really slow in the evenings. For a couple of weeks it was virtually unusable in the evenings but it has improved lately. I’ve been keeping track of it using the Blacknight speed test. I’ll try and post some graphs soon.
I contacted support about this several times but as per previous problems all I got was the problem being logged and a promise that they would call me back (they didn’t).
Hi,
This morning: Friday 15th September at 8:00am my speed test showed a download speed of 2.01Mbps and an upload speed of 129Kbps. While I accept that there are errors in many of the speed tests that one get on the internet, this only matches my 128K ISDN connection.
What is the position on VOIP? I have not set it up but I asked the salespeson when she came to bring out the Clearwire unit could I set up VOIP. She said that VOIP was no problem.
morke
Hi,
Looks like I'll be saying goodbye to Clearwire. This morning Sunday 15th tried to download Office XP SP2 from microsoft. This is a 14.8MB file. Speed started at 40KB/sec and dropped away to 5KB/Sec. then just hung. Used an ISDN connection to bring down the file in 22 minutes. Browsing most sites on the internet seem fine. However, for anything other than that Clearwire seem to have restrictions in place.
( BTW I am showing 4 lights (out of 5) on the clearwire box at the moment. )
Morke.
well i recently got myself clearwire here in Carlow and well the sales rep said there is no catch because you know there is always a catch with things like that.
anyways got home pluged in my modem and straight away i was able to access the net.. but the problem being is my download speed never been over 10Kbps wich is not even half of what the service offered.
they offered 2mbs and so on... static ip... but i am getting dynamic ip, speed is crap, playing WOW is my main problem, the ping is low but the ups and downs of the connection is very bad.
you get 50ping while the game would all of a sudden freeze and unfreeze about 30 seconds later with all that's happend flying by you in mere seconds almost like the connection LAGGED OUT and restarted 1 minute later and showed me everything that happend in 1 minute in 5 seconds time.
i dont know what to do about it i did try to email them in the support line and so on.. so i'm thinking i should ring them tomorrow and see what they say if they will even answer...
You got the modem off a sales person in a tesco perhaps..?
Clearwire Does not support peer to peer ports so thislimits what games you can play. apparently x box is ok.but the connection is to slow to support x box live. if you keep a record of speed tests and mail it to support@clearwire.ie.. you will just get the run around
and even if they were to put a mast in your back yard this will not improve matters..Clearwire is only good for sending the odd mail after 12:00 midnight when most people are asleep and the contention ratio drops right down. forget streaming video on the likes of a sight like video tiger. voip is possiable if you are calling wiyhin ireland but forget even dialing through to the uk because the person on the other end is only going to get half of what you say.. Rather fustrating i must say if i were you i would get out while i can. before they make you pay a cancelation fee..! the service is not up to
advertised standard.
Have the exact same problems as you. Thank god i read this while my trial period of a week is still in progress. I will be using the trial period to sort out a new ISP. Every time i restart my machine i have to plug modem in and out again. And WOW hangs constantly. Clearwire may be able to fool the casual internet user who checks their email every now and again, but anyone who plays online games or has to download through various means will have to go and put the kettle on for about 3 days from my experience. The Care team are very nice it has to be said, but the service is BAD BAD BAD ! signed up for the 2Mbps package, what a joke , average speeds of 100-800kbps if im lucky on internet, and any download or streaming wheather big or small crawls like a turtle with an anvil on its back ! as well as the ports problem, there is also a blatant bandwidth issue which obviously stems from clearwire taking on far more customers than their service can provide for. Something tells me though that the other companies arent going to be much better. Would love to hear if somebody knows a good reliable isp in ireland.
Alot of games use file shareing to opperate i think and clearwire does not support any peer to peer ports its part of terms of service.
get out while you can. have to go through land line for effective gameing..
I'm so glad i found this site but alas it comes too late. In theory, Clearwire sounded like a great idea for somebody like myself who can just about manage to switch on a computer. The day after their rep called out to set up the modem, my signal went. I rang and was promptly sent a replacement modem by courier within 2 days. It was then confirmed by a clearwire member of staff that I was not able to get coverage and that they would cancel my contract. I was informed that I would be sent an e mail and also that they would post an envelope and return form which I could use to return the modem freepost. I was sure to confirm my e mail and contact details and I heard nothing. I rang on average six times a day over a one week period and in that time, was always transfered to their UK overflow line, had my name, adress and phone number taken and i was told clearwire would respond. I recieved one phone call from somebody with such poor english that i knew my complaint was not being taken seriously. He informed me that I had already recieved an e mail from clearwire but that he would send it then and there, as he was speaking with me. I never recieved either. I then decided to ring the sales department, certain I would get an answer. My file was pulled up, dealt with professionally, and I was told a cancellation form and freepost envelope would be at my house within two days. I am still waiting! I have a new strategy though. I have recently seen clearwire reps at the tesco in the jervis centre. I have decided to stand along side them and tell people passing just how poor clearwire is all around. I can't wait! By the way, I now have Smart but for how much longer, i do not know.
HI, I am also a user of clearwire,
not for long i tell you that.
I had also used to have good speeds in the beggining and its been getting slower and slower.
I am currently playing C&C generals online and more and more people wont let me play with them as my ping time sucks.
I have the cancelation template sent to me a while ago.
IF anyone needs it just let me know. mayhemgod@yahoo.com
I am just waiting for my new line to be installed and then the modem is going back hand delivered.
Imagine Broadband looks like a much better option for me so far.
All the best
Ridiculous !!!
I was downloading some movie files over the weekend. 5 x 100mbs. at 10kbs per sec.
I left the pc on all night letting the downloads complete.
I only finished the last file on sunday.
On the monday I get a call from clearwire and the guy asks me if I am aware I was downloading over the weekend. I said yes and he asks what I was downloading - I said "files" what it got to do with them anyways.
Then he says I have to stop cause its effecting other users. -
at 10kbs per sec - WOW ! i am going to shut down the network.
I am just waiting for my new line to be installed and I am cancelling.
If anyone else needs the cancellation template just let me know.
The term slander comes to mind.
mayhemgod@yahoo.com
I've been using Clearwire for 8 months, initially the service was fine and delivering proper broadband speeds - now it's rubbish. Don't signup if you don't need to use anything more than email, and at 40 quid a month you'd be better off signing up with basic dial up as this service is no better.
It should be rebranded as "Clearwire Wireless Dial-up".
Customer service is non existant, they will never get back to you if you are having problems. Only to complain that you are using too much of their limited bandwith.
I have been telling every one I know not to go near them, there is a EUR120 termination fee if you wish to cancel your contract before the 12 months is over, at this point I will wait until the end of the contract and get another provider. However letters and emails to the telecoms ombudsman should be sent as they are not delivering the service they promise.
So, be warned and warn others.
I'm with them now since february and the service is terrible. I used to have eircom and i could watch streaming videos no problem but with clearwire that just doesnt happen, takes forever to try and download.I emailed them loads of times and i just keep getting back the same reply which tells me to leave my computer and modem on at all times so they can look at data. I done this twice and have heard nothing. I'm paying for a 2mb conncection but rarely/never get above 500kb at any time. I'm ringing them(attempting to) in the morning to cancel and they are definately not getting any cancelation fee off me as i am not getting the service i signed up to. Before i ring them i'll be at my bank to stop my direct debit so they havent a hope and hell of getting another cent out of me.
I got Clearwire as I live in a flat with no land line. At first everything was great. The modem arrived the day after I ordered it, simple plug and play, no messing and what little contact I had with their support staff showed them ot be friendly and competent.
My connection did everything I wanted it to until I got into YouTube then I noticed my streaming speeds were ridiculously slow.
A few speed tests later and I found I've been getting a service of on average 10% of what I'm paying for. Living in flatland with a contention ratio of 25:1 I'm probably a victim of like minds and some git torrenting for all he's worth. I'd change in a heartbeat if there was a decent, similar service that supports Mac.
You get the impression that by outsourcing their customer service to India CW are trying to dodge a few bullets.