Answers
I think my device might be defective. What should I do?
If your device seems broken or is not working properly, please first check for any of the following situations that you may be able to fix yourself:
- If the Ethernet port is loose, please try tightening it.
- If the lights on your device no longer are illuminating and your AC adapter is plugged in, please try plugging the adapter into a different outlet or directly into a wall outlet if you are using a surge protector.
- If your device has no power and your AC adapter (power cord) is plugged in, please try plugging the adapter into a different outlet or directly into the wall outlet if you are using a surge protector.
- If your AC adapter is not charging your device, please try replacing the adapter.
- If no internet signal is detected, please try testing your signal with the Connection Optimizer tool.
If, after checking Items No. 1-5 above, you continue to encounter slow speeds or difficulty in connecting to the internet, then please visit our Troubleshooting Connection & Speed Issues, where you will find some additional useful resources to assist you with connecting to the internet.
If your device still does not appear to be functioning properly after you have taken all of the above steps, then please feel free to visit one of our CLEAR Authorized Device Assistance Centers for a quick and accurate diagnosis of any hardware-related issues with your device. If the Center determines that your device meets all warranty qualifications and that your issue cannot be resolved onsite, then the Center will assist you in exchanging your device for a replacement device.Please bring proof of purchase of your device with you to verify warranty eligibility.
You also can contact Technical Support via Live Chat or at 888-888-3113 for further help and options for fixing or replacing your device. Please inform the Technical representative what troubleshooting steps you already may have taken in an effort to fix your device.
When you contact Technical Support, our representative will conduct a few more checks. If he/she believes your device to be defective (not as a result of customer abuse or neglect) and within the warranty period, then you will be sent a pre-paid shipping label to return your device to our designated warehouse facility. Please view the "I believe my device is not working and it is under warranty." FAQ for further details. (The device will undergo a further inspection at our warehouse facility to confirm that it qualifies for a device exchange.) If either our Technical representative or our warehouse facility determines that your non-functioning device is not under warranty or otherwise does not meet the qualifications for a device exchange, then you will need to purchase a replacement device.
Please Note: The shipping label will be sent promptly to your email address on file, so please be sure that we have been provided with an accurate and up-to-date email address. If you seem not to have received the shipping label, please check to ensure that the label was not routed to your Spam or Junk folder.
If you need to reprint a shipping label, you can do so by logging onto My Account at www.clear.com. Any labels emailed to you in the past 30 days should still be listed there.
