Clearwave Fiber — Local services in Eldorado

Apr 27 - Yea! The cable was buried today. So was my neighbor. The guy that buried it was very nice. He let me know he would have completed the work two days ago but the rains got in the way.

Now I can relax and stop worrying about the mowers.

Now let's see if I get my $100 instant credit.

Apr 26 - Lowering to 2 stars - 3 days past the due date to bury the cable. Still not buried. The landscapers that work for the condo association have pulled all the utility flags so they could mow. Since all our utilities are underground, not sure how Clearwave will bury the cable without another survey. Very disappointing.

Giving 3 stars right now. I’ll explain later. Overall I’m very happy with the service. I’m getting better speed and paying about the same compared to Spectrum.

The install was quick. About 2 hours. Everyone was on time. Explained what they were doing. Zach (think this is name) the installer was fantastic and very nice.

I have no hesitation about moving to Clearwave. The reason for three stars:

1. Had to call 3 times to find out about the $100 instant credit for signing up online. Apr 22 (3rd time to call) I was informed the $100 would show up on my next bill in May. So I have to pay the full amount + the prorated amount for my first bill. My second bill in May should have the $100 applied.

2. Cable is not buried yet. I live in a condo, so our landscapers have to move the cable to mow. Also the landscapers have removed most of the utility flags showing the underground utilities. Not sure how this will impact the burial. The removed flags may not be important. The paint is still on the ground, but will be gone as the grass grows and it rains. I was told today (Apr 22) that the due date for burial is tomorrow (Apr 23). The reason I’m bring this up is that several people in our association had Clearwave installed. Some took weeks to bury. As of today I think me and one other are not buried (I need to check to see if the other has been buried yet or not).

So, move to Clearwave. However keep on top of them.

I’ll update this review once the two minor issues are...

I have been with clearwave for almost 10 years because the choices for rural internet are slim. Internet would go out often and I would call the tech support number to be told that there were no outages, only to be told that there were really outages a few days later and it was miraculously fixed. When the storms came through Saturday, the Internet went out. I called to report the outage Saturday and was told a ticket was created. Monday I still hadn't heard anything so I called again. They sent a technician out and said my cable had gone out, and all but told me that they were slowly discontinuing residential services and most customers were taking the "opportunity" to terminate when they had problems. I was told that the parts were no longer being handled and was encouraged by more than one employee to terminate services. When I called the local office I was met with a very rude employee who stated "they aren't wrong" I asked if they were wanting me to terminate and I was told that they weren't pushing anyone but that's what most people were doing. I asked them to please terminate my service as of Saturday and I was met with more resistance with them stating that they had no record of a service call on Saturday. It was almost as if they were happy when I terminated service. They should have sent a letter to residential customers explaining that they weren't handling equipment or service at residences any longer instead of passive aggressively letting everyone leave as their...

We have been trying to get internet since October and been paying for it the entire time. It’s a joke. It’s been “escalated” since April. We’ve been taking off work to meet the tech just to find out he can’t do anything bc the line is broken or isn’t buried properly etc. but when we call customer service we have to repeat our story over and over and still get nowhere. We get disconnected, no call back. We get unannounced ppl taking our equipment. This morn I received a fed ex label to return the said equipment we do not have lol. We have two accts we are paying. Both in same property. 1 for house and one for shed. Shed is for business and we’ve had to push back our move in date since April bc we need modem not just mesh system bouncing off of house. We know the issue lies in the bury company not getting it right everytime they say they have it right. But clearwave customer service is a real pain bc there’s nothing being documented each time we talk to them! Yesterday I was on the phone for 4.5 hours. And that’s only one of the days. Most days I’m on there for an hour to 2. I’ve wasted soooo much time trying to talk this through to them. It’s just been unreal. We live in a rural area and I would’ve gotten rid of them all together but we have no other options!! But we are thinking we will def find one soon if we can’t get this problem resolved. Frustrated with the process is an understatement!! It’s just...