Frequently Asked Questions

Setup and Security

How easy is it to set up?

At home, get online at super fast speeds with no appointment, no installation visit and no phone line needed. Just plug in your CLEAR Modem and surf. Our mobile Internet services using our CLEAR USB Modem provide easy access with self-installation of a connection manager via the provided driver.

How secure is it?

Your CLEAR connection is very secure. Unlike WiFi, CLEAR technology uses a licensed 2.5 Ghz frequency and OFDM transmission protocol for a very secure connection.

The combination of licensed frequencies and OFDM technology provides a very secure connection.

Coverage and Equipment

How do I determine if I have service coverage?

You can check CLEAR coverage in your area by visiting www.clear.com/coverage.

Can I expand my CLEAR service to cover my entire home?

You can connect your CLEAR modem to a wireless router to create a wireless connection in your home, or if you are a mobile user, purchase CLEAR Spot, our own wireless personal hotspot.

Can I use my CLEAR service in other cities?

You can use your CLEAR service in any city where there is a CLEAR network. We are constantly expanding our coverage to provide more high speed wireless locations throughout the country, please see our interactive coverage map at www.clear.com/coverage for announcements and coverage areas.

What types of devices can use CLEAR?

Currently, all CLEAR devices are specially configured to operate on our standards-based mobile WiMAX network. You can purchase a home modem, telephone adapter or USB modem directly from clear.com online, by calling (877) 499-6681, or from any of our retailers. In the coming months, you will also be able to purchase laptops and other mobile Internet devices that can access the CLEAR network from a wide variety of manufacturers.

How do I get my CLEAR gear?

When you order your service online, we will ship your equipment directly to you. All CLEAR equipment is shipped via UPS next day business. You will receive the equipment the day after you place your order as long as the order is received before 3:00 P.M. (pst)

If you choose to order service at an authorized CLEAR dealer we will be able to provide you with the equipment at the store.

What do I need to get CLEAR WiMAX on my CLEAR ready laptop?

You already have what you need with your new WiMAX Laptop, Just connect to CLEAR using your connection manager. For instructions on how to connect using the connection manager, click here.

How do I learn more about connecting to WiMAX?

Consult the Intel WiMAX tutorial on your laptop by clicking the blue desktop skyline icon labeled WiMAX.

Activating Service

How do I activate my CLEAR ready laptop?

Turn on your connection manager/utility by going to Start>Programs>Intel PROSet Wireless>WiMAX Connection Utility.

Select WiMAX to start scanning for WiMAX networks. Once the network is connected, open your web browser and you will be taken to the CLEAR activation page on clear.com where you can choose to purchase a monthly plan or a day pass. Follow the online instructions to activate CLEAR and begin your life online.

How will I know when my CLEAR service is active?

Once you receive the order confirmation page after completing the activation process, open a browser and go to your favorite web site.

• *If you are successful, your device has been activated.

• *If you are brought back to clear.com, your activation is not complete

Wait 5 minutes, check your connection, and if you are still unable to connect please restart your computer. If you are still unable to connect, please contact us at 888-888-3113 between 9am and 10pm 7 days a week.

Trouble Connecting

When I connect to the CLEAR network, I am not able to go to any website except for clear.com, what is happening?

If you are unable to view web sites other than clear.com, this may mean your CLEAR service has not been successfully activated. If you have already been through the activation process, first restart your computer. Then try disconnecting and reconnecting to the CLEAR network by following the below steps.

• 1. Open connection utility.

• 2. Disconnect from CLEAR network.

• 3. Select "CLEAR" from the available connections and reconnect.

* If you have not yet activated your service, please go to clear.com and complete the activation process.

Help! I can't connect to the CLEAR network.

Try these troubleshooting steps to get online with CLEAR:

• 1. Make sure you're in a CLEAR coverage area by checking your location at www.clear.com/coverage

• 2. Make sure that your laptop's wireless radio switch is on.

• 3. Open your WiMAX connection manager. Click here. If your connection manager or utility is not opening or working properly, please call your laptop manufacturer.

•   1. Make sure your connection manager/utility is not in Airplane Mode.

•   2. Make sure you have selected to connect to WiMAX and not to Wi-Fi networks.

• 4. Make sure that you have active CLEAR service. If the only web site you can get to after connecting to WiMAX is www.clear.com, you either need to purchase service or your service has not activated successfully.

• 5. Try accessing various web sites. If you can get to most web sites, but not a specific one, it's probably the web site that's having trouble.

What is the MAC ID and where do I find it on my device?

The MAC ID (Media Access Control Identifier) is 12 alpha-numeric characters that are assigned to each WiMAX device used to identify your device on the CLEAR Network.

The MAC ID is listed on the label on the bottom of your device and is preceded by the letters "MAC". e.g. Click on link for CLEAR Home Modem and CLEAR USB Modem.

On a WiMAX embedded laptop, go to the DOS prompt, and type "ipconfig/all". Your MAC ID is listed under 'Physical Address'.

Why are there no WiFi networks showing in the "Connect to a network" screen?

To view the list of available networks, you will need to turn on your WiFi Connection Manager/Utility.

• 1. Turn WiMAX off by right clicking on the 'Intel® PROSet/Wireless WiMAX Connection Utility' icon located in the task tray at the bottom right of your desktop screen.

• 2. Right click on the 'Intel®PROSet/Wireless WiMAX Connection Utility' and then click 'Turn WiFi on/off'.The 'Windows Mobility Center' popup screen will appear.

• 3. Click on the 'Turn wireless on' button on the 'Windows Mobility Center' screen.

• 4. You should then be able to right click on the 'Local Area Connection' or 'Wireless Network Connection' icons (located in the task tray) and then click 'Connect to a network' to see a list of available WiFi networks.

My connection seems slower than normal. What should I do?

There are many factors that may impact your connection speed including type of browser or operating system, overall network traffic, time of day, additional background applications already running (e.g. streaming media, downloading large files), and using VPN (VPN may reduce your speed due to the security and encryption introduced during data transfers).

If you are experiencing consistently slower connection speeds, make sure that all of your connection and security software is up to date.

• 1. If you are a mobile user, check to see if you have the latest version of CLEAR Connection Manager for your device. This can be found in the updates section in your Connection Manager software.

• 2. Update your PC with the latest software and security updates.

• 3 Run the standard maintenance programs for your PC, including scanning for viruses, spyware and malware. To keep your PC running at its best, we recommended that you perform this maintenance every 30 days.

Signal Strength

I want the strongest signal possible. How can I get this?

Having 2 lights or bars lit on the top of your modem are all you need to have a solid connection to the CLEAR network . If your modem doesn't have 2 lights lit, here are some tips for optimizing your signal.

• 1. Try to reposition your modem. Start by turning your modem 1/4 turn clockwise. Now wait 15 to 20 seconds to see if there is an improvement to your signal. If the signal is still low (less than 2 lights are lit), turn your modem another 1/4 turn clockwise and wait a few seconds to see if there is an improvement. Continue rotating your modem to see if this enhances your signal.

• 2. Try setting up the modem in another room to see if you can achieve a better signal. Sometimes having the modem close to a window will immediately resolve any low signal issues.

Why does my CLEAR signal strength vary?

Signal strength may vary when there is interference between the tower and your device. Try to find the best location by moving your device around until you have two lights or bars lit on your modem.

Accessing Email and Tracking Usage

I have chosen a limited plan and want to keep an eye on my usage. How do I do this?

CLEAR has made it easy for you to check your usage.

• 1. In My Account in the My Services section, you will see a display of your usage.

• 2. If you are a mobile customer, you can also view your usage through the CLEAR Connection Manager.

Usage meters are updated daily and we will notify you by email if you are approaching your usage limits.

How can I get a CLEAR.net e-mail address?

Our commitment service plans come with two free CLEAR.net email addresses and all customers can purchase an additional CLEAR.net e-mail address for $3.00 per month. To purchase or set up your CLEAR.net email address, login to My Account.

Will my CLEAR.net e-mail address work with my favorite e-mail client and my blackberry?

Yes. Your CLEAR.net e-mail address can be set up for multiple e-mail clients including Outlook, AppleMail, Blackberry and many others. Click here for set up instructions.

Purchased a Clear 4G+ Mobile USB? Click here for important information about activating the 3G service associated with your device.

Looking to use Clear Spot with your new Clear 4G+ Mobile USB? Click here for important information about updating your Clear Spot to work with your Clear 4G+ Mobile USB.