
This is a Clear ad. “Unlimited” — Really, Clear? Not quite.
Last year, we were about to get rid of our Cox service (we had a bundle) and so that meant needing to have a new ISP. At the time, Clearwire(before the name change) was making the rounds in Vegas saying they had unlimited, affordable internet service perfect for streaming videos and playing online games. Of course, as I was turned on to Netflix streaming at the time and Hulu and Youtube both were getting more shows and movies streamable, my mom and I both thought this would be perfect in light of our jumping ship from Cox.
We ended up with a 2 year contract with Clearwire. We both were overjoyed at the fact we had consistent service, considering our Cox internet was always so fickle. (Cox sucks) In the year since then, I’ve watched plenty of movies and TV shows on Netflix, enjoyed tons of full-length Let’s Plays on Youtube, and in general I have enjoyed consistent speed and I’ve had no disconnects or problems of any kind.
That is, until getting back from my trip to San Diego.
It was around that time that we got a call from Clear asking if we’d like to upgrade because of 4G coming. We upgraded our account to the next highest speed. (“up to 6mbps”) It was shortly after that I noticed Netflix started buffering a lot and I’d notice we’d suddenly have really bad speed. As in, 0.55mbps or so. I thought maybe it was the modem or the router acting up, and after some resets and stuff like that, they seemed to work fine again. However, these problems started cropping up more and more often, and with more testing done on my own, I realized it wasn’t the router. Suddenly our modem started showing 1 to 2 bars rather than the usual 3 and 4, and even after moving the modem and achieving 4 bars again, speed testing still showed as low as 0.11mbps. I became more and more frustrated as days turned to weeks and weeks turned into months. I realized there was a bigger problem. What was it, though? Hmm. I was tracking my speed at speedtest.org all this time, and as I noticed it was consistently bad over time, I decided to track down ISP help forums and see if anyone had the same issue.
It turns out this issue started affecting people exactly the same way it did to me — Speed was good for quite a while, then suddenly it took a nosedive for no apparent reason. Nothing had been changed on our ends to cause this issue, so what was the deal? Doing all the steps listed out in the “optimize your internet speed” FAQ on the Clear website didn’t help at all, and there’s only so long you can really believe that “working on a tower” excuse tech support sometimes gives when their fixes don’t help, so people have been growing steadily more annoyed about this as time goes on.
During all this, there have been a couple days where I’d have speed faster than I’d ever had before. By “faster than I’d ever had before” I mean 3mpbs. This is actually kind of sad, considering my upgrade was for “up to 6mbps” so I was achieving half of that only a couple days out of the month. The day following these quicker speeds I’d be back down to … oh, 0.25mpbs. Sometimes as low as 0.11. These snail speeds would last for at least 2 days at a time before creeping back up to about 1.2mbps or so. Nowadays on top of these awful speeds, I’m also getting randomly disconnected. This was incredibly annoying when I was attempting to download a large file(250mb) from a friend last week and had to retry 6 times. This wouldn’t be quite as annoying if not for the fact I was having to deal with 0.34mbps download speed at the time. (I was not a happy camper!)
As I kept an eye on the forums, I noticed more people were waking up to what’s going on. People have been complaining of exactly the same issue – but they were also being told that they were being flagged as “heavy” users and thus being “managed.” As in, they were being capped due to how much they were using their “unlimited” service. Hmm.
A few days ago, someone pointed out that the acceptable use policy had been updated in June, describing acceptable use as “occasional” video streaming, “occasional” gaming, etc. The problem is that this is how they describe their service:
http://www.clear.com/shop/services/home?id=292
“Stream videos, watch movies [...] play games online,”
“Data usage Unlimited”
What the above doesn’t state is that you can do one of those things at a time and only once every couple days, or else you’ll have your connection throttled. Granted, if you hover over “unlimited” it says that it is subject to the AUP, but the AUP does not state anything beyond the vague “occasional use” terminology in regards to how much streaming and gaming you can do. What really gets me is that, alright, I can’t speak for new customers or what they’re told when they’re being sold on Clear, but I know that last year when I was being sold on it, this “occasional” business was never mentioned, and they made a big deal about how much streaming I could do and really stressing the “unlimited” bit.
And really, with the way they seem to be capping users now, if you did all three of those things in that paragraph in the same week, let alone the same day, you would be instantly throttled.
The TOS was updated as well, though much more recently than that. (August 30th) Essentially, if a user has any problems with throttling or service, they claim no responsibility.
http://www.clear.com/discover
What can I do with WiMAX?
Everything you’ve always dreamed about doing on the internet that the slow drip of 3G makes so painful. Watch live soccer from Europe, from your kids soccer game in Seattle. Email ginormous presentations from the road in seconds without having to pay for a mega-grande just to get a connection. Download a video of that conference you couldn’t attend in the middle of a trainload of commuters. With this kind of mobile speed you can do it all.
Is CLEAR Reliable?
Because CLEAR has mobile 4G coverage virtually everywhere in your city, you don’t experience the same hassle of finding a hotspot or watching minutes and minutes for a spinning ball to download, or upload, or simply stream your video. How much of your life have you lost to that?
How much time have I lost to buffering, Clear? Quite a bit as of late, thanks to that “reliable” service you’ve now got going.
What we have now is nothing like what we all were sold on. What we have now is nothing like what we were enjoying before the “upgrade” in July. The upgrade that apparently had a big impact all over the country, bringing so many people down to 0.25mbps in the exact same pattern.
I guess I should be glad what we were sold on was actually what we got for about a year, but I’m upset that they did a complete 180 and now I’m stuck with a service that doesn’t suit my needs. It’s very disappointing.
Going by the sudden capping/throttling/”management” and change in policy(which we weren’t notified of), apparently what has happened is they oversold, and now instead of fixing their towers and stuff for their current users, they’re editing the AUP with stricter guidelines and enforcing this automatic capping on “heavy” users.
They’re still marketing Clear as being perfect for Netflix users and online gamers, which is not the case. People on the forums who have called into tech support multiple times are finally being told that anything over 1GB of data per day is considered “excessive use”, one person even being told he should limit his usage to 500mb per day. (Seriously) In fact, it’s starting to come out that 9GB per MONTH seems to be the maximum amount of acceptable usage. Again, this is NOT clearly stated anywhere on Clear’s website. This is all information I’ve gathered from people rallying together on the help forum trying to figure out what is going on.
Anyone who uses Netflix or watches high quality Youtube videos will tell you that 1 movie alone can run you at least 1GB. (HD, or very long movies, TV series, etc will push you way over that line) So pretty much if you watch ONE movie per day, depending on the quality and length, you can end up “managed” (since Clear doesn’t like the term throttled, even though that’s exactly what it is) and have your speed cut down to less than dialup speeds. That doesn’t really go along with what they’re continuing to advertise at all, and people are being misled.
Honestly, the majority of people wanting high speed internet are going to want to stream online content. The fact is, Clear knew back when I joined that people are dumping cable TV in favor of Netflix, Hulu, Youtube, and other streaming websites. They sold themselves on the fact that they could provide a good service for people to stream with. Thankfully when I joined last year they actually delivered on their promise. It’s just a shame they’ve gone back on that now. With things as they are, they should change who they’re trying to attract with their ads. If they only want users who watch one video a month and spend the majority of their time emailing and posting on message boards, then they should market themselves accordingly and clearly state what their limits are on data usage and completely drop this “unlimited” business which is currently a complete lie.
Another thing someone mentioned in a thread on the Clear-related forum is that Comcast has a 59.99 plan which clearly states it has a monthly limit of 250GB. Well, I checked my usage statement with Clear and it seems I’ve used about 26GB last month, and I’m nearing about 23GB this month. As you can see, Comcast would be perfect for me considering the fact that with my current usage, I’d be nowhere near the amount they consider throttle-worthy. Sadly, Comcast is not available in my area.
What Clear needs to do is clearly state what their limit is per day/week/month in terms of GB in their advertisements and stop making customers out of people they obviously don’t want as customers anymore.
Man, I wish Verizon FiOS would come to my area. I’m not looking forward to having to go back to Cox. Ahhh, feels good to write all of this out, though!