Poor customer service and not helping. I been calling to cancel my service back in Feb. They still sending me invoice, I called them yesterday, the lady told me I need to pay the bill and wait for the final payment‍ she said I didn't pay my November's bill, that's why I need to pay back, so I did! After that, today I got another invoice‍ I called twice, both lady said they already put in the request to cancel me service, but still!! ‍‍ you better think about that before choosing this company! read more

I spent my whole beautiful day waiting for you to come setup my new internet service (8am - 5pm). No one came, no one called. I called earlier today, and was to get a call back in 2 hours, and currently I am on hold from that call back. If it's not because my son is on distance learning at the moment, I would not let them waste my precious time. My 11mbps internet service charge went up from $14.63 to $59.40, by 400% in Jan 21, and it will cost me at least $15 more than the business down the street is paying??? While it's not the fastest internet service we are having, I am trying to support local business, but learned after few times speaking to customer service that you have no bases on charging customers. The lady was able to bring down my charges for $38/mo while your website is advertised for $24.99 for the same service. read more

I wish I could get them at 91-1466 Renton Road #9, Ewa Beach. Spectrum is all that's available and I get sooo tired of the spinning wheel when trying to watch movies. I have much more of my bad opinion of Spectrum and the games they play. read more

I just waited on hold for over an hour, and spoke to the most condescending, rude, arrogant attitude-filled female technical support person named "Sandy" Whoever her supervisor is, they need to put her through some heavy duty customer service classes. She most likely hates her life and her job. read more

Here we go again. I've been getting a very competitive rate with Hawaiian Telcom, where my bill is $193 per month - that includes landline, cable with a premium channel, high speed internet and several TVs connected. Just got their bill this past week for "non" very competitive rate - $456! Nothing's changed but the extended promotional period has expired. I call customer service and it takes me over an hour to finally speak to a live customer service rep, Kim I think. Kim does her best to trim as many things she can from my service, almost making it bare bones - $225 per month. Basically a 25% increase for less service. How do you figure? Maybe HawTel has a special COVID rate increase. I'll calling Spectrum and see what they can do for me. You reading this, HawTel? read more

Customer for over 20 years. Set up appointment to upgrade to fiber optic for increased speeds but they told their tech to meet with us on the wrong date. Despite holding same rate of about $50 for all those years, it increased $20 (total of $70) a month for the same plan (50mbps) after cancelling the appointment date that they mistakingly reserved. May I also mention that my speed is often only 30mbps. With Ethernet cord maxes at 47.2 mbps. Good luck trying to get connected to a customer service representative also - expect to wait 30 min+. Once connected, tried to get my old rate back. Said there was nothing that could do which is complete BS on so many levels. Lady that I was speaking to started raising her voice since I was very persistent about trying to get old rate back that was lost because of their mistake. She then proceeded to offer me a downgrade to 3mbps (a complete joke) which seemed out of spite. Ended up hanging up the phone before I started saying unkind things. Only thing holding me with the company is having @hawaiiantel.net email addresses. Best bet that as soon as I switch off that email, Hawaiian Telcom will be losing a customer. Thoroughly disappointed. read more

After my earlier low 1 star review, Hitel showed up yesterday out of the blue and corrected the lines that were sagging. Good job, upgrade the review...just could communicate to customers of their plans and schedule...had given up on them but they eventually responded read more

I've been a Hawaiian Tel customer for nearly 30 years, but couldn't take the horrendous customer service and surprise price jumps anymore. We switched to Spectrum at the end of June. Meanwhile, HT is making it difficult to close out our account. I've called and emailed them repeatedly over the last several weeks asking for the balance for the last week of service, they've not been willing to answer this simple question, and they keep billing us for service they're not providing. The only way you can reach them is by calling into an interminable phone round robin (they don't answer email, and no longer have a web chat for service), and while some of their customer service people seem interested in doing their job, some of them are simply rude, and obviously not raised correctly. At my age I shouldn't have to deal with children who act with customers as if they're on the twitter. If you don't have service with them yet, don't get it; they're not the company they used to be. If you have service with them, good luck getting out of it. And keep a close tab on your bill, especially the fine print. (BTW, we always had good experiences with their *technical* support. When the company goes out of business, which it surely will with the way it treats even long-time customers, someone responsible should swoop in and hire their tech support staff.) read more

Check all the other one-star reviews. Terrible customer service. You get a call center in the Philippines. Rep didn't take the time to understand my issue, made assumptions, could barely understanding what I was explaining, read off a script, and at the end of it all, tried to sell me on more services. HA! This is why I normally insist on patronizing businesses that keep all their services local, even if I have to pay more.. It's worth it instead of going through all this headache. read more

I've had hawaiian telcom for 4 years and am moving locations and keeping them. Rarely had interruptions, Only occasional slow downs for short periods. Internet was pretty fast for streaming, but downloads seemed to take longer than they should when compared to streaming the same amount of data. Biggest cons: Cannot move service without giving back unused equipment(tech should collect it) Arrival windows for techs are extremely wide. They can't give you a half window, it's more like 6 hours. Techs aren't available for installation after 5pm. The regular work day is 9 to 5. Most people aren't available between 8am and 3pm on a random Wednesday. Maybe have some late afternoon techs available until 7 or 8pm. read more

Looks like the reviews are consistent and everyone agrees that their customer service sucks. I spoke with 5 different people and each time the answers are different. Obviously they lack training. I just changed to Hawaiian Tel last month, it was a mistake. I was very specific when I signed up to ask all my questions, they tell you what you want to hear not what is correct. Do not do business with this company. They don't care to make anything right. read more

I've had this cable provider for about 3 years now. The price is good. We have tons of channels and decent internet speed. Their customer service is always friendly including the tech guys but man oh man....our service is always not working for 1 reason or another. It seems to always happen when my service gets suspended. I know, I know. They don't give much of a grace period before they suspend service but that's on me. Of course I remember to pay as soon as I realize we cant watch TV. In which case I usually pay right away. The last 2 times this happened, I had to call and see why they didn't restore my service the following business day. Last time they said it was a wire that was loose in the box located somewhere near our house. I don't really know which box but that's what I was told. Now this time, I called because I still have no cable or internet and was told that a crew was out working on the wiring and that they would call me when it was fixed. It's been about 6 hours now. Doesn't seem like we'll have cable or internet tonight. I don't want to switch providers because I feel like it's a hassle but if this keeps happening....sigh... read more

Hawaiian Telcom - It's been 6 hours now... - Internet Service Providers Near Me - Honolulu, Hawaii

We had HawaiianTel (HT) BAIO (15 phones, 2 fax lines, internet) for more than 12 years. and HT cannot solve basic issues as follows: 1. HawaiianTel fails to inform me who is our account executive now so we can upgrade our internet speed 2. Our phone handsets need some TLC, like we cannot hear the caller or they cannot hear us plus frequent voice static noise. 3. Our internet and phone both went down last week twice 4. HawaiianTel support says it should not go down while the fact is it does. When I have time I will escalate these issues and thru HawaiianTel and possible 3rd parties to get them fixed. I do not know how many tickets I need to open to get HawaiianTel to fix or replace their own equipment. read more

Gosh I was with Hawaiian Telcom for over 20 years...pretty pitiful internet service only 24MB speed vs Spectrum over 200MB...but as many didn't want the hassle to switch...until my son got Spectrum for his room (couldn't stand it anymore). Then I found out that my promos were going to expire and it would cost me more even if I strip down my service...I called Spectrum to see what they could get me....for only $5 more (and more channels) I could switch...got the equipment which I could do myself, but when on support call (they answered right way) they suggested sending out a technician (who arrived 3 workdays later)...by the way, my equipment was received in 2 workdays (actually I called on Thurs, they mailed on Friday and I rec;'d it Saturday, tecfh came to my house on Monday). Tech checked the signals, gave me a 4-way splitter to replace the 2way splitters rec'd in the mail, checked my internet speeds (200+), etc.\ So I called Hawaiian Telcom to cancel, I kid you not, was on the phone for over 2 hours...I will attach picture...pretty bad customer service (inferior product + poor customer service = bye bye). Now I heard they are also pretty bad when you cancel (i.e. extra charges)...I'll keep you updated on this and amend my review (from a 2 to 1 possibly) if I get grief on the cancellation process. read more

Hawaiian Telcom - Wait time over 2 hours - Internet Service Providers Near Me - Honolulu, Hawaii

Complaint Summary Complaint Type: Consumer to Business Complaint Nature of complaint: Customer Service Issues Problem description: Deception and terrible customer service. I was paying $38 per month for internet service only for two years, 8/20 they raised payment to $47, 9/2/20 they sent me a confirmation of payment for raised my billing again triple without notification $115.31. *Communication: 9/3/20 Aloha, is there a reason I have had two increases in as many months? I spoke to Ed who was unable to give me an answer. In this pandemic money is very important to me, I understand a increase but to triple my bill is unacceptable and I would like a call back ASAP please. Thank you. No call back. I also submitted a online service request. Called again, I was put on hold for hours 9/3/20 from 3 pm still haven't got a help at 6:30 pm. Sent another service request: Please provide the owners name and contact information. Your customer service really sucks! BTW. After not being able to get any help with my issue I sent another service request. 9/4/20 Please cancel my service ASAP and refund my $115.31 that you auto debited from my account without authorization. Hawaiian telcom has become what Oceanic cable was, poor customer service, no phone access, just put callers on hold and forget about them, live chat unavailable, no response to email, over billing and very poor reviews will lead to your demise. I will submit a complaint to every government entity that I can to see you receive the attention you deserve. Aloha! **Hawaiian telcom lures you in with a promotional rate, and steers you into auto pay online, however don't communicate that after a time of using their product they bill for the higher regular rate without notification. Knowing that customers will be calling about the increase they simply makes it as difficult as possible to communicate with them, see above 9/4/20 communication. During this Covid-19 pandemic customer service is key to giving customers peace of mind, also money is at a premium with many people out of work and locked down at home. I felt totally helpless, stressed having to navigate without any possible outcome due to not being able to connect with a live person and when I finally did was put on hold forever, person never came back with a solution or answer. Desired Resolution: Contact by the business Desired Outcome I would like BBB to contact Hawaiian Telcom to let them know that they are in business and must be accessible via website chat, email and phone. It is unacceptable to just ignore the customer's that pay you money for your services. Customer service really needs work, people on the phone are blatantly rude and uncaring. read more

Hawaiian Telcom overall probably deserves a 2 star, but people make the business and the experience. Kyle was the worker that helped us with our horrible internet. His service, kindness, expertise and extra mile work ethic makes this a 5* experience. Through Kyle my wife and I have chosen to stay loyal to Hawaiian Telcom for our internet service, thank you Kyle you have served us well and kept our business for many years to come! read more

Made an appointment last year 2019 to try Hawaiian Telcom for TV cable. To this day, September 16, 2020 they never came. That Alone should tell you what kind of front desk staff & quality of workers employed there. I always wondered why they're always LAST PLACE in Yelp ratings, etc.rating TV Cable now i know. It makes you wonder WHY such Bad Management, CEO, etc STILL run things there after all these years. Definition of INSANITY! ONLY IN HAWAII NOWHERE ELSE you have people willing to give them their MONEY & business but they Don't Want It ($$$) and could care less! INSANE! read more

Fed up with the two ladies in the front. I Asked the lady how long it would take Bc I left my hazards on. she proceeded to tell me to "go move my car then" "just go move it then" after telling her I was trying to get ahold of someone on the phone for directions Bc I couldn't find stall #12 Like really!! Poor service, poor attitude. Gave her the same energy back just 10 times worse. read more

Do not give them your money. My account passcode was initiated years ago and long lost, something that happens. They will not allow me to cancel my account though I have tried repeatedly for nearly 3 weeks and have since moved off island. They sent a temporary passcode that they claimed would arrive in 3-5 business days that arrived 2 weeks later after I had left island. When my landlord sent it to me they wouldn't accept it. The customer service is extremely unhelpful and at times rude. My only option is to pray another passcode arrives more timely and they accept it. This is borderline criminal and I consider a further bill at this point basically stealing. read more

I signed up with Hawaiian Telcom to get internet & cable. My monthly payment was $128.55 then last month it went up to $183.41. This month I got my bill it was $506.00, so I called the customer service( because their website is crappy) when someone finally answered it was someone from India(accent was strong could not understand her on top she was talking fast) I couldn't get my password question right, so she told me she would mail me my temporary password, I asked her why she couldn't email it to me, they said that was there process. Frustrated I hung up. I wanted to get this corrected before my automatic payment is withdrawal from my account. My beef is if they wanna keep customers,why don't they give us a courtesy email stating our promo is up and we can work on something to keep your monthly down. Not send you your monthly bill and it is an outrageous amount. read more

I'd give less than 1 star if I could. Service is so unreliable and customer support sucks too. If it wasn't for my building has a contract with them I'd switch to Spectrum yesterday read more

I was Helped over the phone by Jackie A. This morning and she was Great! She made everything so simple and she was so fast and helped me through every little detail. 5 stars just for Jackie A being so awesome. I will definitely be asking for her whenever I need to call Hawaiian Telcom. Mahalo Jackie A read more

Definitely being throttled. Attempting to download a game, max for a few seconds 20 mbps. Drops to 5 and slowly climbs to 20 just to fall rapidly back to 5. Hard wired my Xbox, gained 100 mbps for about 2 minutes and went back to the wifi 5-20 mbps. Why am I paying $85/month for shit service? read more

Hawaiian Telcom provides reliable service at a fair price. After being gouged for years by the other cable company I switched to Hawaiian Telcom. I'm now provided with better service at a lower price. Btw, after paying considerably more for service from the other company for years, they offered to match Hawaiian Telcom's price when I told them why I was switching. Where was that lower price all these years? No, I've switched and will continue to support Hawaiian Telcom! read more

The community association where I live decided to switch service to Hawaiian TelCom. I knew it was going to be a mistake. Hawaiian TelcCom is the worst for service. I scheduled installation with them back on August 22nd for installation September 29th. More than one month to install. They said it would be between 8 a.m. and noon. I am writing this at 2 p.m. and still no installation. I sat waiting all day for them no call - nothing. I finally called customer service about installation and they come up with some lame explanation that the installation was cancelled. Can't say who cancelled it, but it's been cancelled. The service rep says that someone will call me back about installation today, but it's been more than an hour and still no call. I have had Hawaiian TelCom service in a condo. Switched service after HT insisted that their internet service was faster and that they offered more TV channels. Both claims were a lie. Internet service is spotty and the TV channels might have been slightly more, but they would always have a refresh and pixelation issues. Now, because my neighborhood association decided to switch I may have to put with their crappy service again. The worst part of Hawaiian TelCom is the customer service and their lack of interest or attention in positive customer service. If Spectrum is willing to maintain service at the same rate I'm paying now, I'd rather pay for good service than accept the terrible level of service offered by Hawaiian TelCom. Prospective customers would do well to read the Yelp comments before inquiring about Hawaiian TelCom as your Internet/TV/Phone service provider. Know what to expect. read more

Forgot to mention; their names were George and Stacy. 5+ stars for George & Stacy!! They made my day!

We have same issues with tv and internet connection for months, tech support were unprofessional yet rude! Not even talking about resolving the problem but the attitudes is the worse that we have ever experienced. Hawaiian Tel , you don't even deserve a star to begin with. So now, we all on our cellphones data and waiting...According to the rep that tech won't be able to come until next Wednesday or maybe even a month from now. . Hawaiian Telcom, should you be on SSH because you stole our monthly payment without providing a decent service. How shame!!! Note: the tech was nice and polite who did try his best to help read more

My business phone would ring once then stop. Patients were not able to reach me because even the voicemail, which gives out my cell number, wasn't working properly. Called them on Friday, was told they would work on it over the weekend and call me if they couldn't fix it. It's now Monday, never got a call and phone still not accepting calls(we can call out though.) Was told they would send someone out TOMORROW between 8-5 to try and fix the problem. This is my lifeline to my business. Totally ridiculous and unacceptable! read more

We were with Spectrum for YEARS, but we recently moved to an area where Hawaiian Telcom services, so we decided to try it out and switch, plus they came out a little cheaper in price. I can honestly say we've had great service since day one. The installers came on time and were pretty cool (talked stories), to me having to call them for minor issues. I took 1 star off because we've only been with this company for 4 months and our billed has already increased by $5 per month because of some "Wireless Gateway" fee they're (supposedly) no longer covering. That was annoying! If the price increases again, we WILL be switching back to Spectrum. read more

THEir call canter...you can wait an hour or more. Yes, they waste YOUR TIME. GIVEN WHAT THEY CHARGE FOR THEIR SERVICESTHEY CANNOT EVEN PROVIDE SUPPORT. i get a call from Hawaiian tel. It is a cheerful lady who tells me they are going to charge me another $ 14.95 for my DVR boxes. I grumble....she tells me I am misunderstanding what she said. Perhaps...it doesn't matter...you call me, I pick up my phone right away...and you tell me you're charging me more. i'm pissed off big time. i am one person, a senior and this is more then my water and electricity. I don't like Hawaiian Tel. Spectrum, here I come. read more

Our landline phone has not been working for over 48 hrs but the internet is working. I have made numerous calls to the repair line. When they returned my calls, their 808 643-0000 number showed up as "Scam Likely" on the mobile phone. When I started answering their return calls, I am placed on hold for over 15 minutes, while listening to piped in music I get disconnected. The last call I waited more than 16 minutes and finally got through. After one sentence, we got disconnected. There has been no return calls since. I still don't know why the landline is down. The automated system says "We have a ticket open..." Two years ago I bought two Smart TV's. I got one TV connected to the internet but the other one couldn't due to poor connection via modem. When I contacted customer support back then, they provided no solutions to resolve the problem. Why didn't they offer installation of new equipment or sell me a stronger internet connection to fix the problem? Instead it has been a waste of money buying a Smart TV. Hawaiian Telcom, I tolerated poor customer service 2 yrs ago. Now I can't even contact someone in customer service so I bid you adieu. UPDATE #1: 1 week now, still no phone service or call back. After 30 attempts on the phone, I tried using Hawaiian Telcom web site chat feature. I entered my info. Response was: No one available. Please enter your info (AGAIN!) and we will contact you. I'm having flash backs of my attempts to contact HTC via phone. Update #2: I got a call back right after my last post. Wait time was only 2 mins. You can sense the employee on the phone is overworked. Note to self, be kind, remember the employee is there to help and is NOT a whipping post for emotional distress. Bottom line, it took less than 3 mins to run a diagnostic. The problem lies within our property. A technician can be sent out for $91. every half hour. FYI: before your phone lines fails, you have the option to buy coverage on your property, then there is no charge when the technician comes. The call lasted less than 6 mins. If this conversation took place one or two days after our phone line failed, I would have stayed with Hawaiian Telcom. It has been 9 months since the switch to Spectrum. The second Smart TV has internet connection now but it looses connection often & needs to be reconnected. No problems w/ phone & cable service. Be prepared to pay $$$ for the switch in service. For phone, Internet & cable w/ DVR, additional channels like sports pack and etc... be prepared to pay initially little over $600. to Spectrum. Two months later Hawaiian Telcom mail a refund check for a little over $200. They did charge us for the days our phone was not in service bc the problem was within our property. read more

Like another reviewer, this goes out to the one customer service rep that was really nice and accommodating. As I write this review, I am in a chat session with them, waiting, waiting, waiting for a response, then it just timed out and asked my how my experience was. WTF. These guys have the worst services around. Granted, Spectrum is not much better and a lot more expensive. Not sure about satellite because I live in a condo and can't have satellite TV. Speaking of condo: My place ONLY has Hawaiian Telcom so I have no choice. We moved recently and I cancelled my services from where I used to live. They charged me more than double the amount. It has been an absolute bear trying to get in touch with anyone because they use random telephone numbers (if you don't subscribe to their phone service), yet they ask you what the telephone number is. The only way to verify your identity is to give them a password that I setup years ago and my favorite color (I don't know what my favorite color is). Since I can't give them any of these things, I'm SOL. I can''t (chat session timed out 3 times while typing this btw) go down to the offices because they don't allow walk ins. Calling now and the guy i'm talking to is helpful so the bottom line is that the customer service is friendly enough and accommodating enough but getting in touch with anyone who can help is a double pain. Not having the ability to walk in also a double pain. Update: watching tv, shows skip and pause all the time while watching. Terribly glitchy. The front page says that Hawaiian Telcom is the technology leader in Hawaii. If that is the case, sorry for Hawaii cause their services are terribly glitchy and substandard. Resolution on TV service is totally not up to par with Spectrum. On Demand is totally wanting (not as many as Spectrum). Prices starting to go up too so value, which used to be a plus, going down as well. Smh. read more

Very bad customer service. Kept going in circles. Never wants to take responsibility. Very bad

Hawaiian Telcom is a mess of a company. I just got off the phone with customer support because my internet was giving me problems. The support rep argued with me that my slow internet speed was normal. This is not the first time I have dealt with moron customer support agents at Hi Tel. This company needs a through management cleaning. read more

As of 5 am yesterday, over 900 customers in my area have been without internet and cable service. Here we are, over 24 hours later still without service as well as timely updates from Hawaiian Tel about the status. The same default recording has been on their tech support line since yesterday but nothing else has been posted on their Twitter or Facebook accounts to let customers know what is going on and why we still haven't had services restored. I'm disappointed in Hawaiian Tel and their lack of care regarding this issue. We should be receiving some kind of updates on the hour with technicians and engineers who are willing to work to get the issue resolved. I'm not happy with the fact that it's a weekend and I myself have a job that I also use my personal time investing in (I'm a teacher). I had to spend 8 hours at Starbucks yesterday so I could get my own work done only to come home and not even be able to watch tv... as of now, it's still not working and I demand an explanation as well as compensation for this inconvenience. Also, be careful with their refer a friend program. There are stipulations in place that they don't advertise to customers. I referred a few friends and was told that since I didn't contact Hawaiian Tel prior to their order to have services installed in their home but after instead (which is what I was first instr to do) that I wasn't eligible for the program. Apparently, you have to contact them before the services are turned on instead. I was told to do it right after the services were connected so Hawaiian Tel could confirm they actually started a service. Nowhere was this advertised nor do they tell you the money they give is actually spread over a few of your monthly bills rather than credited to you all at once. I consider that deceptive and shady advertising. As for still not having services, 25 plus hours later, I'd like to thank Hawaiian Tel for officially ruining and inconveniencing my weekend. Flash forward to this present moment 3/12/18: Another outage!! First last night and now all of today... what do I keep getting told? There's nothing we can do, we don't have a technician who can come to your area...blah blah blah. I'm so upset and hate that we are on an island and limited in our internet and cable options- they all are terrible. read more

Have you ever seen so many 1-star reviews? Yelp should add a zero that way all the 1-star review would boost their rating. Customer service is non-existent. The phone wait times are hours upon hours. Not worth your time. Go to Spectrum. Stay away from these folks. You will be glad you did. read more

Frequent outages/loss of TV connection. About weekly or more often. Requires frequent rebooting of network devices & cable boxes.

By previous yelp reviews, customer service is clearly not their top priority. I called the customer service line only to be placed on hold for nearly 20 minutes. I wanted to go over my bill statements and question why my monthly deductions were increasing after I bundled WiFi and cable. The representative advised there was a notice on page 5 of 6 on my October statement advising there would be an increase for broadcast services, "which by the way is cheaper than Time Warner." All I wanted to know is if there was someway to bring down my bill back to what what I was paying prior to the December statement. The representative shared "I can't do that," and didn't offer any means to remedy the situation. Hawaiian Telcom, you're a disappointment! read more

I thought we would support the locals and not go with the competition for our internet provider. The service was OK, a bit unreliable but not too bad and in comparison to the other major provider it probably was on par. The install was good. I never had need to call them for service. Where these guys fail massively is in their account management. We moved and needed to cancel our service. We were told to return the equipment which we did but the call center representative did warn us to keep the receipt as their processes for returns don't seem to line up with the account management. We had paid our final bill and then 2 months later get a nasty warning letter saying pay up for the equipment not returned or we will send in collections and this may affect your credit rating. I wrote back to them via their portal and provided the receipt details. Their site said expect a response within 2 days - a week and a half later we received an invoice showing the reversal but no apology. read more

Called Hawaiian Tel customer service line today, Sept 16, 2020 to request a billing / service change. Followed the menu options and waited for a live person to answer. After about an hour, the background music stopped playing but not one answered. Tried again about an hour later and waited for about 2 hours with background music playing. Finally gave up. Apparently Hawaiian Tel has cut way back on customer service personnel. This wasn't the case the last time I called them about a year ago. A live person usually answers after a short wait. read more