Yesterday, about two weeks after I filed the complaint, someone from CLEAR calls me and is very apologetic. “We want to see if you’re having any more speed issues.”
We talk. He says let’s do another speed test. I say OK. He says we’ll do it whenever it’s convenient for you, any time, any day. I say OK, how about tomorrow at 7 am my time? He says OK, great, I’m very sorry for this Mr. DeRosa, I apologize for the inconvenience, etc. I say fine, shall I call you at the number I called just now? He says great, yes. Tomorrow at 7am.
Today at 7am I called his number.
Our technical support department is currently closed. Technical support is open from 9am to 10 pm, 7 days a week.
I tried calling three more times, until 7:20. Then it’s time to leave for work. Thanks, CLEAR.
I just received my first cell-phone solicitation, courtesy of my CLEAR ToS. If this happens again, I’ll consider returning to Qwest.
Yesterday, I did another speed test with CLEAR‘s level 1 tech support. (I.e., the reps you get by dialing 1-888-888-3113.)
CLEAR’s support rep said they had done no work on my ticket, but they wanted to do another speed test anyway. Hrm. No work at all? None.
The results: My bandwidth is now about 5Mbit down, 1Mbit up. I no longer have a basis for a complaint, so I asked them to close my problem ticket.
Why is it now 5Mb/1MB, when three weeks ago it was 1/10th that? There’s no explanation. CLEAR claims they did no repairs that would have affected my connection. And I didn’t do anything here to affect it. Yet it’s much faster. It’s a mystery of God’s creation.
I quickly noticed a time lag in my surfing. Speedtest confirmed that the bandwidth was not what CLEAR had advertised.
CLEAR had promised me 7Mb/1.2Mb when I signed up. I was seeing 650Kb/30Kb, at best. I’d have faster bandwidth by etching bits onto rocks and throwing them at passing cars.