When I choose HT years ago, I was aware of this overwhelmingly negative review here for HT. I ignored it. I was completely fine with HT for years till the moment my internet is down and I need customer service. Huh, jokes on me. Their customer service team is bad. Like really really really bad. Usually, if they can fix my issues, I'm fine with it. The problem is after they identify the issue need a technician to do a home visit, and the earliest time they offer is 5 days later. After 5 days without internet access, I've already lost my job and failed my class. Additionally, the lady with very broken English constantly reminded me of the possible charge to fix the problem throughout the process. I have no idea why she did that. I'd feel a lot better if Hawaiian Telcom doesn't carry the "Hawaiian" name in its brand. Then I just switch to another company (For this case, Spectrum) Pretty disgrace to the word "Hawaiian" IMO. I also searched Spectrum, Hawaii Electric, and Board of Water Supply on yelp. Though most of them have very low ratings (as most of us are here to complain), if you add all the reviews of other companies altogether, the number is probably only 1/10 of HT's negative reviews. ASTONISHING! read more

Customer service is not efficient and clear in explaining steps; too much talking nonsense

This is happening now. If you're not happy with your internet speed, to which I'm totally disgusted with... here's another alternative... file a complaint with FCC. Link: https://arstechnica.com/tech-policy/2021/03/fcc-wants-to-hear-from-americans-whove-been-ignored-by-broadband-industry/ read more

I've been with HTC for awhile but just for wifi. Recently my wifi went offline. HtC technicians came out quickly and rerouted a new line. The next week someone cut my line and I had to call them again. This time the response time was about 7 days. Not good when you are working remotely. I finally got a call from the technician saying he would arrive shortly. Both times the technicians were awesome but it seems like the customer service department is messed up. I asked the technician if he was on his way home and was able to squeeze me in. He replied that he just got the service call. That means after 6 days the service call didn't even go in! I would give a 1 star for customer service but 5 stars for the awesome technicians. read more

Yeah zero customer service. My internet isn't working and I was on hold for five hours. No option for call back no indication of where I was in line. Just a big fat - go away read more

Hawaiian Telcom - Five hours on hold. Zero customer service - Internet Service Providers Near Me - Honolulu, Hawaii

Let me preface this with I only switched to hopefully save some money on service. I was wrong. I signed up for cable, dvr, and internet and when it worked it was okay. Though my internet never really worked. Most times I ended up using the LTE on my cell to work from home as that was immensely faster than the internet from HawaiianTel. Numerous calls to remedy this did not help. They changed lines, modems, I bought 3 different routers, each more expensive and my service was still abysmal. Final straw was a rep telling me that that was the best it would be and it was the way my house was wired. My brand new house that their techs drilled holes and screwed boxes to that never really worked. I switched back to Spectrum and am happy to pay the extra monthly fee as my services work. Don't even bother with them as their service is extremely glitchy and the reps while nice offer no actual fixes. read more

Horrible customer service; speaking to India or the Philippines who cannot speak competent English. Don't bother to ask questions', they just keep to their script. Once I finally get another appointment, tech came out to connect cable to a new tv, it knocked out my internet upstairs. I called him back right away, 2 times, he didn't answer. I then had to call the call center in the Phillipines again, listen to the script, then make another appointment for 2 weeks later. Next service rep. fixed my internet problem upstairs but then kicked out my tv service downstairs. However, this time when u called, he answered and came back straight away!!! Thank goodness! Please Hawaiian telcom fix your customer service department; it is a huge problem. read more

If you're thinking of switching from Spectrum to Hawaiian Telcom, think again. Within four days after conversion my service went out three times .... The last outage happened on Saturday morning. A technician was needed but not available until Tuesday because Monday was a holiday. Unbelievable.... Enough was enough. I happily went back to Spectrum. Hawaiian Telcom had one chance to make a good first impression to a new customer but sadly they blew it. read more

They came in late! Good thing I was off the whole day but I spent my 5hours waiting for them (schedule time between 8 am-12pm) but they came in 1 hour late (1pm). Customer Service I talked to, they told me they will be there in any time but I already fell asleep and when I woke up they still not here. Spectrum has better customer service. read more

I was on hold for 1 hr & 33 minutes, when someone finally goes on the line only for us to be disconnected! Ever since I moved to this building I've had to wait more than an hour for service over the phone. I understand it's during the pandemic but .... I wonder if it's like this at Spectrum Cable. I'm on hold again. No internet service is why I am calling. read more

Hawaiian Telcom - Currently on hold. - Internet Service Providers Near Me - Honolulu, Hawaii

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After having five months of internet issues, I've requested a refund and after three months of waiting, I've only been charged 4x my normal bill for closing my account with still no refund in sight. Frustrated is an UNDERSTATEMENT! I've called multiple times to follow up with the promises they have made to get me my refund! Enough is enough. Again, FIVE months of CONSISTENT intermittent internet connection issues every day after 7PM (weird, yes I know). We understood it was an odd issue so we patiently waited for Hawaiian Tel to look at the issue -- again, as they promised. Each night, we weren't able to rely on our internet for zoom meetings, work at home or just relaxing with the family. INTERNET-LESS for FIVE months so all we wanted was to calmly cancel our service and get the refund that HAWAIIAN TEL promised to return. In all honesty, I didn't think I was going to get anything back for our frustration. I think we have been more than patient and understanding through our two dozen phone calls to customer service, my ten ticket service requests and the half a dozen times a technician has into our home -- and once casually without a mask! Hawaiian Tel, please continue to work on your documentation between online customer service requests, (often lengthy!) conversations with your reps and technician work. Most of my frustration came from having to repeat myself every single the I met another one of our employees. And second, please do not make promises you can't keep. I wouldn't wish this type of service on anyone. I hope this results in some sort of positive change in the way you do business. read more

I called in to cancel my service on in March 19, 2024 and returned my equipment on March 22, 2024 at about 10:30 AM that day. Today I received yet another bill for services I do not have. Their services are terrible. Their quality of response is terrible. Do not use Hawaii Telcom if you want quality service. They don't provide it and they keep billing you even after you cancelled months before. read more

DO NOT USE AT ALL! I called to set up service in mid June for home phone and internet. I called and spoke to a representative who was very helpful and finished set up. they gave me the account number and my phone number via email confirmation as well as install date on 6/28. I asked for set up with technician on 7/14 as I was moving to the island. on 7/14 I call in early this morning to confirm my install. I was told I was scheduled for install today but only given an 8 hour window. I only arrived yesterday so I'm in an empty house with only power and no ac. I sit here all day today waiting. I call back at 3:30 to check and am told technician is in route and to continue waiting patiently. Never shows up. I call at 5:08 and am told that the appointment isn't going to happen and next availability is in 5 days. The explanation is that there was an issue with setup of my home phone. Well I have a phone number and an account number I have had for weeks and only 1.5 hours ago a tech was en route to set up install. So I have wasted all day waiting when I could have been shopping for home goods, getting appliances, or a number of other important tasks but I sat here all day based on their word. Tuesday would be another 8 hour window to possibly show up or not. Unfortunately I have a life and can't sit around all day for someone who may or may not show up. Ridiculous and very inconsiderate. Certainly not the Aloha spirit I have heard so much about. read more

Can't give zero stars so I am giving one star. Their customer service is the worst. After waiting for 55 mins on hold for a person to speak to, I spent another 45 mins talking to the customer service rep who is in a call center in Manila, not local. They spoke to me as if I was a child and they made me jump through all sorts of hoops before they would schedule a technician to come out to my house. All I want is a new set top cable box because it has been giving me problems for awhile now. But she made me reboot and unplug all sorts of wires, switch out the set top box from my living room to my bedroom (which required me to move heavy furniture to unplug it). Do you think your customers don't know how to reboot or that we wouldn't have tried everything possible before calling? My building uses Hawaiian Telcom but if I move out, I am switching to Spectrum. read more

I had a great experience connecting with this service. The installer Issac was very efficient, answered all my questions and was very professional. If you live in the Chinatown area on Oahu definitely try to request him as your installer. I feel like this is a great switch from the other service provider for internet and my cable needs. read more

This is a worse worse telecommunication company I've ever had the this pleasure of trying to communicate with. Trying to get things done when they have only two employees it's pretty hard. I try to get better service and add to my my TV experience. Did it yesterday and he said it will take 24 hours to complete. You would think that in this day and age they can do it in minutes not ours. Because it wasn't done I went and called the number they gave me and I waited an hour and a half on the phone and got no satisfaction. I've had problems with Hawaiian telecom in the three years that I've been with them. if i had a Choice, I would have gone with spectrum. read more

Don't know where to start, called to cancel business internet as our shop was forced to close down due to covid. Said wait would be an hour but closing in on 3 hours. Why isn't there a call back feature?! Terrible terrible terrible, wasted 3 hours of my day! read more

Hawaiian Telcom - Said the wait would be an hour but ended up 2.5 hours no answer - Internet Service Providers Near Me - Honolulu, Hawaii

Very poor customer service. Phone takes over 2+ hrs just to try to talk to someone and they NEVER return any phone calls. I spent the last 3+ days trying to just get someone to help me. I've gotten dropped calls every time I spoke with someone. Even after they confirmed my phone number, not once have they tried to call me back! It's day 4 and still, same bull$h#t!!! Just because their only competition is Spectrum, doesn't mean they have to run a business like this. Giving 1 Star is too generous for them. Hawaiian Tel, I suggest you really get your $h#t together!!! read more

Switch and bait company, they quoted around 150.90 received first bill 260.00 second bill 200.00. Bunch off rip off company and sale's people. Whatever they tell you don't believe them. Plus thier internet is very slow, pictures take awhile to appear. The basic tv channels don't have Cnn or fox news. read more

I couldn't use words to describe the customer service of Hawaiian Telcom. It's just Horrible! Horrible!!! It's been about one month. No follow with customer at all and offer FAKE promises!!! The agent who named Samantha was promised me to she would gave me free upgrade from 800 to 1Gig since other customer paying less but getting fast speed than me, and they couldn't do the price match. But it never happened! I am still getting 800 mbps with same price in my new billing. I spent few hours to wait and talked to customer service over the phone last month, it's really wasting of my time! It's really really really disappointed!!! Very poor customer service! Couldn't use any words to describe my feelings now!!! read more

Rashae R. I think that your company needs to take the 1 1/2 stars out of 5 seriously. With 1011 reviews averaging 1 1/2 stars, you have a very serious problem. Perhaps you might want to get your Marketing Dept involved to perform a Pareto chart analysis or your Quality Department to perform "cause and corrective action" to better understand what the major issue is and correct the defect(s). read more

Worst customer service. Modem failed so I have no telephone,tv, or internet. Called the service center and after running me through the diagnosis tree was told the modem is the problem (no kidding, the lights are all out). Asked if I could go somewhere to swap equipment and was told 'No, you have to schedule a service and they will fix it on site'. Woman told me that I would be on the schedule at 8 the next morning, gave my email and cell # for them to confirm. No one shows all day long. Called the center back and was told I am scheduled for tomorrow, not today. Guy also tells me I CAN go into the service center to swap out my equipment. First of all, make sure your call center peeps know what they're talking about. Second, don't promise service appointments you can't keep. Not fun waiting for a no show between the hours of 8 and 5. BIG waste of time read more

This review is for the online chat service that I used today 07/28/2020. I have always used the LIVE CHAT because it's helpful since I am working too and can't be holding on the phone for long periods. The agent I had his name was Brandon. On the beginning he seemed helpful but towards the end it seemed like he got annoyed with my questions I was asking. I had multiple questions I was asking and when I got to my 3rd question I waited and he DID NOT respond. So I told him never mind I found what I was looking for - and TRUTHFULLY I did not find it. I told him nicely thank you for your time. And he did not say thank you and just closed the chat on his side. I was upset because every time I use this service the agent always ask if there is anything else he/she can help with. And I did not get asked that. I do have the chat saved (I copied and pasted it into a word document since I never get the email transcript when I request it. I understand with what is going on now a days. Maybe he stressing or just having a bad day. But still do you job BRANDON! Ask the customers if there are any other questions we may have because we might have more things to ask. If your not up to work then call out sick or find another job because your suppose to help us customers. Sorry to say but your attitude sucks. And that's why I am writing this review - because of BRANDON and his online live chat with me. Honestly I would give a ZERO rating for his crappy service. read more

Terrible service. I found out our home phone may be without service for up to 30 days. They said it is a bigger issue that requires a different team to check the cable. This is the second time in 2 months that we had to call for service. They are unreliable. I heard other customers in the same building complain of Hawaiian Telcom service. Even our lobby phone took weeks to fix. read more

I have been a customer for many years but customer service took a big down turn. I have been having problems with my tv service and through many phone calls with someone from the Philippines I was finally able to get a technician to come to my house to fix. A couple hours after he left I still had the same problem. Again calling technical support numerous times, they refused to send another technician and had the nerve to tell me that it was normal for the television to go out intermittently. That was it. I called spectrum to set up an appointment for service and I will never be a customer at hawaiiantelcom again. I tried calling every local phone number and I cannot speak to anyone locally. Every call was redirected to the Phillipines. read more

UPDATE 1/12/18 - I just realized I forgot to post my latest experience with HawTel so here goes. On 11/18/17, my internet service went out again. I do PC support including networking for a living so I go through the usual power cycling of the Pace modem but still no connection. I call HawTel Service and got a rep who seemed pretty knowledgeable and within a few minutes of checking some things he says, "Oh-oh, I see the problem." He goes on to tell me that it looks like a HawTel technician while setting up service for a new customer on my street screwed up my service. The rep was very apologetic, and I told him I work from home and need my service restored ASAP. On top of that, since we now know it was due to an error by a HawTel technician, I would expect someone to come out tomorrow at the latest. I'm then given a guaranteed fix date, which is 5 days away. The rep says he'll expedite it, but I know from my previous experience, that HawTel isn't coming out any sooner than that guaranteed fix date. Sure enough, on that guaranteed fix date I get a call from a HawTel technician who's working on the situation on my street and will call back to confirm I have service. In probably 15 minutes, I'm back online. I can't afford another 5-day wait for service, so I'm looking at Spectrum Cable. Their Yelp reviews aren't much better, but if they'll come out and make repairs sooner than HawTel I'll be happy. One last thing, I was promised a credit on my bill for the 5 days of lost service. Well, 2 billing cycles later and still no credit. HawTel is probably hoping I won't bother waiting on the phone to complain about that too. You know what? They're right. I have more important things to do. read more

Guaranteed the customer service will transfer you to the wrong department after 1 hour on hold, then another 20 minutes on hold. Finally they will answer and be very nice (people are great, company is terrible). They will solve your problem if it is easy. Mine was their browser does not support my browser Firefox so I had to download Edge just to access their site. Most importantly after their scam "Introductory offer" expires, they will charge you $300 a month for regular just internet residential use! You will have to fight them untill after many counter offers they mysteriously can offer you the exact same regular just internet residential use for $65 a month! SCAMMERS! This business model is old school. Don't try to rip people off then be able to offer them an expensive but acceptable price. They will cancel as soon as a better company comes along...Starlink satellite anyone? read more

Fiber (NOT) ready for prime time If you have the following: Land line, PV system, security cameras, alarm system, fax machine, you really need to read this. Had a Hawaiian Telcom sales rep come to the door late February selling high speed fiber. The price was great, for 1 Gig half the price of "S" at 300Mbbs. Sign me up. Installers came out about a week later and said that the cable would be attached to the outside of the house, say what! That would mean that the entry point would be at one end of the house and termination would be at the other after they drilled through the wall. Asked why it couldn't be installed in the attic as the phone line was, was told they didn't do that anymore. So, I ended up contracting with a local electrician to install the cable inside the house, should have backed out then. HI Tel came back and installed the fiber, initially all looked good, have never seen such speeds. Changed the networks on the TV, iPad, computers all looked good. Two hours later, was talking on the land line and the phone went dead, tried calling my friend back and the call was diverted to HI Tel, whoever I called, it went to HI Tel, tried calling my own number and it said the number was out of order. So, I called Hawaiian Telcom support, you'll soon learn that the company should be named after another country. Called three times, waited hours to be told the problem was my phone, to I'll be right back, never came back. Finally, someone gave me a ticket number and someone would come out. LOL at this point? Received a call telling me that fiber and copper cannot exist on the same line and that it would have to be converted to fiber (both operate on different voltages). OK, now my phone works. On Easter Sunday, we had a short power outage. Did you know that when you have an outage, your fiber phone goes down (unlike copper) that's why they try and sell you battery backup for your phone. Anyway, when that blip happened the alarm went off, ugh. The alarm company said they had a failure to communicate, line was down. Remember the (both operate on different voltages). Was unable to resolve the issue. Called Hi Tel support again. No one came out, but did receive a call at 7:51PM by a woman named "Uh"? (that's what she said). She wanted me to debug the issue, I said someone needed to come out. She argued with me if I wanted it fixed. She said I need to accept technology change (regarding the copper); I wasn't happy with that. Never said she was sorry about all the problems we were having, just went on talking over me. Finally got confirmation that a tech would be out the next day. A local young man showed up, first nice person we delt with. First thing out of mouth was "sorry you're having so much trouble" He did his troubleshooting and finally said that thy could install a separate copper line but couldn't change the fiber back. (shaking your head yet) And by the way, cameras and PV system still down. Solution, dump Hawaiian Tel completely and go back to company "S" All is back up except the alarm system, it's being upgraded to wireless. The moral of the story is, you can sell a Ferrari to a farmer, but what's going to do with it. read more

After two months of dealing with the new fioptics television fiasco, numerous off shore reps and various technicians were finally have our cable boxes installed! Lisa the local rep and Sunny Deguzman are fabulous!! Sunny is the most educated, sharpest and patient technician ever. He needs to be a supervisor or trainer, simply amazing!! We were ready to switch to the other cable company but Sunny and Lisa made staying with Hawaiian Telcom worth while. Don't ever lose these two employees they go above and beyond! read more

Without a doubt - the most difficult company I've ever been forced to deal with. I am still struggling after an entire month - to simply get them to shut off the service in my old residence. Their own staff in the one office in town(which is very difficult to get to and parking miserable) told me this would happen and that she was so sorry. I have wasted so many hours of my time in the last month with this one, simple issue. Another employee over the online chat ( which is the only thing they actually respond to) told me my account was closed, and owed nothing, only to now receive yet another bill... AND be billed for the router I returned to them months ago. So glad I took photos of everything and kept receipts or I'd be getting stuck with paying twice I'm sure. Do not - I repeat - do not ever give this company your business or you will suffer the same fate. read more

Oh man after seeing all the recent negative reviews... I was worried because I needed to get in touch with customer service! I've been a Hawaiian Telcom customer for over 5 years now and I've had no problems. A month ago I did noticed that my bill was ridiculously high from my normal monthly bill! I have the internet and advantage tv plus bundle. I called and had to wait around 15-20 minutes, I spoke with Tina and she explained me that my 1 year promotion had ended and also that prices were going up this year. She was so nice and patient and she helped me as much as she could with my concerns. Thank you so much Tina! read more

They're ready and willing to get you set up with internet but when it comes to canceling, forget it! I tried to cancel twice through their website, both times I got a confirmation email telling me a rep would contact me within 48 hours. Two weeks later: nothing. I tried calling and leaving a message, I got the "mailbox is full" message on their voicemail. I'd expect that if I'm trying to do business with Joe Schmo from Craigslist but from a TV/phone/internet provider...really?! I was drawn to them with the promise of faster internet but the extra cost and hassle isn't worth it. Get Spectrum instead. read more

Really bad customer service. Internet always has problems. Long wait times. Longer wait times if you need a tech to come out. They make you wait all day and give you a 8am to 5pm time frame that you have to be home. Over a week no internet cause tech is unavailable and you still need to pay your full bill they will not prorate for the days you didn't get service. read more

I terminated my service with Hawaiian Telcom due to their slow internet (slower than promised) and I am owed over $200 from overpayment. I have contacted them several times about this and they have still not refunded my money. Don't do business with this company! read more

Terrible customer service. I live in a building that includes internet and cable tv. Apparently, the service still needs to be "installed " even though the previous resident had the exact same service in the same apartment. I called before I moved in and had to wait 2 weeks for the soonest installation date. I took the day off work to meet the tech. The installation window ended at 2pm, the technician arrived at 430. I never received a call, and when I called twice, customer service associates were unable to help or give me any information. I had a 5pm appointment elsewhere and couldn't keep waiting or take more time off work. The only reason I am giving 2 stars instead of 1 is that the technician, Raymond, was polite and professional once he arrived. Unfortunately, when I watched television for the first time (admittedly, a month after service was installed) I learned the service had never been activated! Fortunately, they were able to help me over the phone. The service rep I spoke to was also polite and professional. The reviews for this service are consistently negative. I am getting exactly what I pay for (nothing) , but if I was a paying customer, I would be long gone. Update : horrible customer service again and again with no help . read more

if i could do no stars i would! DO NOT DO BUISNESS WITH HAWAIIAN TELECOM..... we moved, canceled our account with them AND STILL getting billed???!! ps terrible customer service read more

It's venting time. I don't understand how something simple can become so complicated and messy. My grandfather passed away in January, and one of several things to do was to change the account to my grandmother's name. It's still not fully resolved, and it's AUGUST! In the beginning, the customer service person who helped me was simple and straight-forward. We received several forms in the mail, and filled out each item carefully, as instructed, and scanned and provided all the needed information. We did everything, and week after week, the name still isn't changed. Then months went by. Then all of a sudden, the bill went up by $10 because my grandfather's lifeline discount didn't apply because he's not here. Well, of course...but what happened to changing the name over to my grandmother's name? So here goes another series of calls. It's ridiculous that each customer service rep don't have the proper knowledge to give me the correct information because each of them gave me different solutions. First, my grandma's lifeline didn't go through because we didn't provide a copy of her social security, which the form NEVER states to provide. It only states a form of identification and another form that qualifies for the lifeline discount. Ok, sure. ... ... ... More weeks goes by, and still nothing. What I really did not understand was why the name still hasn't changed. Wouldn't you change the name first then worry about the lifeline? Anyway, another call, the social security card doesn't match up with the one in Hawaiian Telcom's system. That made zero sense because we provided the social security that you entered into the system, so how is it wrong? The service rep told me to take my grandma to the Hawaiian Telcom store on Bishop St. to show her ID and social security card to acknowledge that it is her. I took her there, and the lady who there has no clue because there was no order number. Ohhhh myyyy goddddd! What do you mean there's NO order number? How is there no order number? What the hell have we been doing for the past six months? I called customer service immediately from the store. He was at least very helpful and got things on the right track. He told me that the account will be in my grandma's name starting after the next statement. Phew... OK! Thank goodness. What a relief! After filling out more forms and believing everything is all good, we receive a statement in the mail indicating that my grandma started a new service. WHAT? This is utterly ridiculous! I was never told nor did I say I was going to start a new service. I called again, and I got the worst customer service rep who had a bad attitude and a bad tone with me. He didn't care what I had to say, and didn't not want to explain anything in detail. Does everybody go through this lengthy and awful process when changing the name on an account? For something that seems so simple is awfully complicated. What's worse is that they acknowledge my grandfather isn't here, and can't get the lifeline discount, so lets hike up the phone bill by $10, and not worry about the other things. Now, they're starting a new service for my grandma, so lets make her pay an even larger amount of money, while we're still charging for the previous account that still has my grandfather's name. This is unbelievable! This is due to Hawaiian Telcom's poor and subpar work. My grandma qualifies for the lifeline discount since my grandpa does, so why is she being penalized for it? The worse thing about this customer servicing is that too many reps are going through, and they all have different ideas and different solutions that doesn't do anything at all besides make the customer send forms over and over again and waste time, effort, and money on stamps. Why can't just ONE person handle this all the way through? This has been and still is the most frustrating experience I've had to deal with. By the way, my grandma is Chinese and doesn't speak good enough English to get this done. I just don't understand why there isn't a list that shows what you need to do and what you need to provide to get a name change done. Hawaiian Telcom really needs to update its forms that indicate exactly what they need, so this back and forth on the phone is not necessary. I usually have terrible customer service reps from not just Hawaiian Telcom, but all over. Some are nice to speak on the phone to, but they don't do what I needed them to do. I'm a very thorough and detailed person, and I always make sure the other person understands exactly what I need. But I just get dumb idiots who don't know what they're doing on the phone. And no, friendliness doesn't count. -_- Venting time over. It's clobbering time. read more

Hawaiian Telcom - Internet Service Providers Near Me - Honolulu, Hawaii

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A telecommunications company that can't figure out how to use my mobile number to pull up my account when I call in.... "I'm sorry but we only use 808 numbers, do you have your account number?" Don't ask me to key in my phone number and then once again, after the significant wait time, ask me directly for my phone number if you can't deal with my mobile number I have had for over 20 years and 10 states and 2 countries. Maybe they could do better if we went back a century and just used landlines... read more

The Telcom provides EXCELLENT internet services. I have had ZERO internet connection problems in the 6 months I have had the service. HOWEVER their excellent TECHNICAL service is torpedoed by their billing system. As a result I am disconnecting their service and going to one that works less well,but bills correctly. I ordered a 300 MBPS connection on their special, which included two extenders. I did not need extenders. the wireless modem was 8 ft away on the other side of a double wall. . The installer installed the modem and two extenders I did not order but were included. Then I got a bill that added the two extender at extra cost. I called about that, was told there was a new special for 500 MBPS at no additional cost and the extenders were Included. I said I did not need the extenders and would return them. Since there was no extra charge did not hurry. My next bill, automatically paid from my credit card was for $82 for 2 extenders and two additional extenders I never sw.. When I reviewed my credit card bill and saw charge I called. After discussion they verified what I said earlier and would send me a check in the mail in 10 business days. Since I would be on an extended trip to Manila by that time, I asked they reverse the $800+ charge. They said no, but they would have a credit on my bill for the next year's worth of charges. It was at that point I decided to cancel the service. I suggest that you use their internet, but DO NOT put it on automatic bill pay from your credit card. I like the people. I once worked for the predecessor Hawaiian Tel. read more

Beware, they will damage your existing coaxial cables and give up on the installation and then ghost you. They left me waiting for their specialist team for 3 weeks without a phone call. Its been a month and I still haven't been told they will not be completing the installation. They promised me call backs on 5 different occasions, never got a single one. I've requested a manager callback which takes 24-48 hours, nothing. Promised by the technical department they would follow up on why the specialist team didn't show up, nothing. Promised a call back from a sales lead, nope. They have the fiber already installed on my street but refuse to finish the install or fix the coaxial cable they damaged during the failed installation. They even deleted my installation order number and all the notes attached from every time I called in. When I asked for their legal department they refused give me the mailing address. It's outrageous that they have such poor customer service, I believe what they are doing is illegal. read more

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