This Claro Internet review I am about to share with you is based on my experience and the love/hate relationship I’ve had with them. Since I live in the San Juan Metropolitan area, there are two main Internet service providers, one being Claro and the other one being Liberty Cablevision.
Let me give you a brief overview first, then you can continue reading below if you wish to know more details.
Claro offers unlimited downloads with Internet up to 50 Mbps speed depending on the area you live. There are available plans that require no contract or long-term commitment with them and at least when I got the service, the installation was free. Since it is DSL, the actual Internet speed is pretty consistent regardless of the time of day, which to me is actually a very good thing. They also have access to ESPN3 which I like a lot. However, their customer service is about as bad as you can get, and that too is consistent.
Continue reading below if you wish to know my experience with Claro.
I decided to go with Claro because the Internet downloads are limited and they claim that the Internet speeds were consistent, not only that, they also claimed that it didn’t matter where I live I could get up to 5 Mbps Internet speed. All that sounded much better than what I had with OneLink at the time, so I decided to go with them. This is what happened.
I went to the Claro store at the mall to sign up for their offer of a basic telephone package and 5 Mbps Internet. That was on the first week of November 2011.
The following week I called to see when was it that they were going to set up my Internet service, after many minutes of jumping through their automated service I finally got to talk to someone and that person told me that they have not yet received my service installation request, the person also said that it normally takes around two weeks for them to receive that request. I was already starting to get mad as I had already canceled my Internet with OneLink, so I call the following week and they said that they have the request now and that they are going to install the service on December 3, which is a Saturday, and I was really starting to get frustrated.
Come December 3 and a man comes in and asks me where is it that I have my regular phone line, I told the man that I did not have a regular land-line but that there was a particular place I wanted the Internet installed, he goes on to say that he would like to install it in an outlet that already has service so that he doesn’t have to put in a new line. Fortunately, the place that I wanted the Internet to be set up had a working outlet. So he does a few things with the phone line, goes to his truck gets the wireless router that it is still in a box and hands it to me and wishes me a good day. I was a bit confused because I thought he was going to set this up, so I asked him if he was done, he said he was and that I had to install the router, so I did, and then quickly realized that the Internet was not working, so I called tech support.
After talking to tech support for about a half-hour I was told that another technician had to fix the problem personally because there must be a problem with the actual line, so I set up an appointment for December 9. So on December 9 nobody showed up, so I called again and they told me that they did not have anything in their system regarding a trouble ticket and that I had to file a new one, needless to say that I was beyond frustrated at this point.
A week later a man came but I wasn’t home so he left and if it weren’t for my neighbor I would have not known, later I found out that they can’t call my cell phone because I have a US area code even though I was told previously that they could call me on my cell phone if they needed to, after all, I don’t have any phone service since I am trying to get it installed!
So a few weeks went by, technicians came and tried to fix the problem and then they would leave because it was either lunch hour or their shift was done so they would leave and come back a few days later without announcing. All this time I kept telling them that this is an old house and it probably has old lines but they kept ignoring my claim, hen finally on January 13 someone came in ready to replace the line, and after about a half-hour I finally had Internet. However, I noticed something weird, my Internet speed was no more than 1 Mbps and I was paying for 5 Mbps, so I call once again and I am told that I live too far from the hub which is about a quarter of a mile away and that I would get no more than 3 Mbps! I was not very happy with that since I was promised that I could get 5 Mbps, but by then I was just happy to have some Internet that was unlimited and that I could watch ESPN3 and Netflix, as well as do my online work from home!
Ever since then, it has been pretty good but best of all it has been consistent, which means that I get about 2.5 Mbps to 2.8 Mbps regardless of the time of day.
For some reason, there was one month that I got charged a mysterious extra $10,something about an extra line, so I called and asked and they could not tell me why I was being charged, they simply did not know, so they removed the charge and that was the end of it, until July 28, 2012.
The 2012 London Olympics are about to start, I don’t have cable so I was planning on doing most of my Olympics watching online. So on the morning of July 28, 2012 I woke up early to start watching online, but there’s no Internet!
I called tech support (with my cell phone) and they told me that I am simply not receiving any signal and that’s why I don’t have either Internet or phone service and that a technician will have to come and fix the problem. I was already very upset since I was looking forward to watching the Olympics that day until they told me the earliest date available to fix the problem. You see, July 28 was a Saturday and the technicians don’t work on the weekends and they are also very busy so they told me that they will come and fix it on August 10!!!! Which meant that I was going to be without Internet for at least two weeks and I was going to miss the Olympics as well as not be able to work on this website. Today is July 31, 2012 and I am writing this in my word processor because I cannot do it online since I have no Internet service at the moment.
Any other person would cancel the service and go with the competing Internet service provider, but what’s the other option, OneLink? You read my review and experience with OneLink you will see that we are between a rock and a hard place when it comes to Internet service.
* UPDATE: Since whatever affected me that took the Internet away on July 28 affected other houses, Claro acted a little faster and I got the Internet back on the night of August 1, so that was actually a very nice surprise, but I guess it takes several houses having the same problem for them to act quicker, that’s if you think five days is quick.
I hope this Claro Internet review was useful to you, let me know if you have any questions or comments regarding Claro Internet.