The worst customer services I ever had! Took one month to get a returned call and unable to accommodate anything. The company should not use the name Hawaiian because there is no Aloha! read more

I wish I could give them a -5 rating if that was possible. My modem/router needs to be restarted almost daily and the speed goes up to 250Mbps at best even though we are supposed to get 750Mbps. Wifi signal doesn't extend to the lanai even though it's only 60ft away from the router, but I do see a lot of strong Spectrum network signals there. Opened tickets that they claim will be addressed within 24-48 hours. It's been over 3 days and no one calls back yet. read more

Service at the Home was excellent but the wait time when calling is ridiculous. Service is friendly. We moved to north shore and sadly they don't service out there :( When returning the modems there is plenty of parking and easy to return. Only one person was working when I went in so the line was a little long, but she was going fast and remained friendly. read more

Doesn't HT ever get tired of reading its 1-star reviews?? Don't they give a d***? Don't they ever want to set their community relations straight once more by improving their customer service?? I just can't believe it. Anyway I've finally decided to end my landline service and abandon their internet service. I signed up for HT because I wanted a backup to (then) Oceanic. I am very worried about there becoming a virtual monopoly on the island, and would have wanted to patronize HT. We need (at least) TWO viable Internet providers, but hey HT is not it! After all these years of horrible customer service, and nearly unusable internet service, paying $50+/mo. just is no longer worth the aggravation. Bye bye HT! Nice knowing you! (Not.) read more

If I could give them zero stars I would! The service sucks! The customer service is the worst I have ever dealt with in my life!! Every time I have called I have been on a wait for over any hour, sometimes 2 hours! Once the guy answered an hour after I had been on a wait and asked to hold again and never came back. Another time I got put on hold for an hour and they hung up on me. I would not recommend this company! There is not one thing I like about them. Paying your bill is even a pain. read more

I've had multiple conversations with customer service representatives...all of whom barely speak English, and who are located in the Philippines. All of them have given me incorrect and conflicting information (reading from a script). When i asked to speak to a supervisor, I was told I would have to wait for a call back within 24-48 hours! All I needed to do was upgrade the speed of my internet, and establish Google Mesh whole-home wifi. Was finally scheduled for a technician to come between 8-5 with a 30-minute out call. When no tech, called or showed up, I called again and was told no technician was scheduled. read more

I have always liked my ISP which is Hawaiian Telcom, however, after my first problem with them and the attitude of their customer support I would highly recommend you NOT use them. After 4 attempts of calling their IT Support since we had no internet for 8 hours. First attempt after 40 minutes (the stated hold time was estimated from 9 to 13 minutes) the call was disconnected. Second attempt after 30 minutes (the stated hold time was 15 minutes) before the call was disconnected. The third attempt was 20 minutes with a longer hold time stated before it was disconnected. The fourth attempt we were finally able to speak to a representative after another 24 minutes on hold. I was informed that several other calls were received from our area which all three services internet, cable and phone wasn't working. They wouldn't be able to send someone out to resolve the problem until Monday, it would take almost a whole week before they would be able to fix the problem?!!! Looks like Hawaiiantel doesn't have the manpower to service their customers when there are issues. I called the next day to see if someone could come out earlier. A whole room of people heard my discussion with the representative and were upset on my behalf at the rudeness - she even stated she could have someone come out on Wednesday in lieu of Monday. A very subtle threat . . . a even longer wait before I would get my internet service working again. Do NOT use Hawaiiantel! read more

Service inconsistent but so are all internet companies so that's normal. I only needed service for a month. I called the company to close my account and take care of any outstanding charges. Immediately after my online account showed an error that the account did not exist and to wait or contact support. Whatever...returning hardware in a few days I went to return my hardware and they could not find my account when I went in! Weird. Well, 2 months later, I'm still being sent a bill for a charge I already paid plus late fees now! My account still can't be found when I dial in and I've not been on hold for over 25 minutes. Get it together over there! Good heavens. :( Just got yet another bill for outstanding g charges that I paid for back in April! So frustrating. I even ordered bank statements showing I paid them. What gives. Never again! Use literally any other company and save yourself a headache. This better not go to collections. You can't just take people's money and then act like you never got it hawaii telcom. read more

Yes, Hawaiian Telcom deserves its abysmal rating. I am still on the phone with a customer rep in the Philippines who does not know what he is doing. This is the second time I am calling. Now already 90mins on the phone. It is a billing issue - they are trying to rip me off. We have a contract via my apt building and they just raised my rates by almost $40 because they say some discounts have expired. But the contract is long-term and the discounts are for life. It is a bloody nightmare dealing with them. So incompetent, slow and inefficient. I have asked to speak to the manager already a dozen times but all the guy, Kainalu (why a Hawaiian name if the guy is form the Philippines - please be real!!!!), just is putting me on hold. I will try to switch, but Spectrum is just as bad. Monopolistic bastards! read more

I try not to write bad reviews, HOWEVER..I've been on hold for over 90 minutes listening to the same awful music (that's what they call it). My internet went out this morning and it's now almost bedtime and still no internet. My security cameras are not connected and that's one main reason for the service, oh..did I mention I HAVE NO SERVICE? Bottom line, time to move on to hopefully something more reliable...hopefully. read more

Today we called haw tel and we were put in hold. Then its recording said its closed. So i went online to chat. I was told I am next in line to chat. How is that possible if its closed today. Either its closed or not. I was told I am next hours ago. What a joke. read more

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

Please with utmost appeal for you to follow up. Service was cancelled after the network no working for months. Call to your CSR resulted in a couple months credited, but the latest statement isn't adjusted. I requested service online many times to only be told to check the network myself, and this was affirmed by your CSR as standard protocol. I'd love for Ron Beerman to actually contact me for more detail on how to improve CS. This was exacerbated as kids were home for months for distant learning with only our cell phones working - no network. Insult added to the poor service is the continued invoicing with adjustment. The phone call was recorded. Please listen to your agreement to my balance. And yes again, I placed another online billing inquiry, read more

I wish there was an option for zero stars. Hawaiian Telcom has THE MOST inefficient customer service I have EVER come across. It all started this morning around 8,830AM when I tried to order PPV. I get an error message, so I do what I can for self-help options, but still get the error message after my own trouble shooting. I called the customer service around 9AM and use the callback feature (20+ min wait). After about 30 mins, I received my call, which ends up putting me back on hold for another 10 mins. I finally reach a representative, and after I explain my situation, he tells me he can't help me and must switch me to someone else. Another rep picks up, and she asks for my name, then the line goes dead. I waited a few mins to see if I would get a call back, but no luck. So again I call the customer service line, and use the call back feature again. While waiting for the callback, I use the online chat feature... AGAIN the first chat rep I spoke with CAN'T help, and tells me someone else will join the chatroom. *CHATROOM DISCONNECTED* At this point, I've spent over an hour trying just trying to get help. So the second callback finally comes through, and after explaining the situation again... THE REPRESENTATIVE TELLS ME HE HAS TO TRANSFER ME AGAIN... I hear hold music for about 5 mins and it hangs up. I waited about 10 mins to see if they will do a follow up call. I will NEVER use Hawaiian Telcom again, and will make sure my circle of friends and family know about my experience. THANKS FOR NOTHING HAWAIIAN TELCOM. read more

I recently moved to Hawaiian Telecom. Installation went very well and the service so far been reliable. My issue is with WiFI gateway fee. I chose this gateway wifi option for $5.99/month, this was increased to $9.99 a month later. I realized that one google wifi mesh router is not enough and ended up purchasing my own Wifi router. When I try to return the WiFi router and remove this optional service, I'm being told that I have to return the modem as well to remove the wireless gateway fee. Not sure why they call it an optional Wi-Fi gateway service. My suggestion is to stay away from this Wireless gateway option. read more

They took care of the issue, granted it could have been better but I will move on. From one star to three.

My tv, internet and phone are out and there is an over 2 hour wait for technical support. The worst customer service ever! I have never heard of anything so ridiculous. If I could give them 0 stars I would. read more

After three weeks and three visits finally have internet. Now here's where everything goes into the toilet. Trying to reach customer service takes literally DAYS, and statement your wait time is over 2 hours. I just got the bill with rate increases after the fact. I see wifi is now 50% higher around $9.00 per month oh heck no. I have been trying to get through to cancel the stupid wifi; I should have just pulled my ac/ax router and wifi out of the box and plugged it in. Hawaiian Telecom is now doing the same exact stupidity that caused them to go bankrupt before. read more

The absolute worst customer service EVER! I had disconnected the modem in July 2020. I have spent hours waiting to have someone answer my call. I have sent letters asking them to discontinue my service. They have been charging me every month for services I am not using. So very unprofessional. What a no class company. You would think they would improve their service, or at least add a callback option so people aren't wasting their lives trying to get some service. Or maybe they are doing it on purpose so they can use high call volume as an excuse knowing that people don't have time to stay on hold for an hour everyday trying to get their issues resolved. DO NOT USE THIS COMPANIES SERVICE! You will be very disappointed ! read more

Most unprofessional, lying cheating bunch of d-bags I have ever talked with in my life. I called these clowns to get a quote for internet and phone for a business around 430pm yesterday afternoon. The guy who answered just said "hello" and didn't have a professional greeting. After telling him what I needed, I waited in silence for about 10 minutes for him to pull up a quote for me (he was probably doing something else on the side). He told me it would be $89.99 per month with 7 MB download and it is a THREE year commitment! Fyi your competitors Time Warner offers that same price but with no contract and 60MB download. I told with him that the price was not what they advertised. I told him on hawaiian tel coms OWN WEBSITE it says $39.99 per month for Business Broadband + Phone. He argued with me and said "oh no thats for residential". I told him I'm looking at the website right now and it says its for business. Then he contradicts himself and says oh that is for phone only. I told him yet again on the website it says its for both broadband and phone. This company false advertises on their website! When you call them, they will argue with you and not even honor their own advertised prices! I've never seen that before in my life. Conclusion: This company has NO IDEA WHAT THEY ARE DOING. Avoid at all costs and use Time Warner instead. read more

Terrible internet and customer service. Wifi at home ALWAYS disconnects on its own and it's quite frustrating because I would have to disconnect the router then type in the password multiple time (which I type correctly all the time) and it tells me that the password is incorrect always. The wifi will connect back automatically like after an hour but that's too long of a wait. Also my dad had some difficulty with connecting/setting up the router or something of the sort for his business so he called Hawaiian Tel and was on hold (which is typical) just to have a worker say that he can't help my dad. The way he said it sounded like he was irritated with my dad. He kept repeating that he can't help us every time my dad tried to talk and when my dad asked if he could be transferred to someone who possibly could this guys instantly said "there's no one here who can help you". The audacity of this guy. read more

I live at Keola Lai and the whole building switched from Oceanic to Hawaiian Telcom. The sign up event was great. In and out within 30 minutes. We had installation this morning. The technician was courteous and the installation was smooth. Nick started around 8am and finished by 10am. We're signed up for 1Gbps fiber internet service and tv with almost all the channels. Service worked great after Nick left. Television service stopped working around 5pm. We had TV for a whopping 7 hours, lame. I called a little after 5pm for assistance. The phone help center was closed and the voice message said to call back when they were open but didn't say what hours the phone help center is open. I looked up FAQs for client initialization error. Already tried hard rebooting the set top box. Still doesn't work so here I am writing about my first day experience w/ Hawaiian Telcom. I went with 2 stars because the internet speeds are as promised and I've never had anything this fast. read more

First, the product is reliable and I have had hardly any issues with interrupted service for cable or internet in last five years. The negative, monthly costs five years ago was at 130.00 per month, after each year I had service the price per month increased $10-15 for reasons I don't know. At the beginning of this year (Jan 2022) my wife and I decided to watch less TV and reduce our monthly bills for services we weren't using. I called and cancelled my TV service but kept my internet. I did not request the higher speeds, but I am okay with it ($70 per month). For Feb-Mar billing cycle I paid $35 and my cable box was turned in, I also enrolled in Auto-pay. Magically and without me calling HT, my TV service was added again for Mar-Apr billing cycle and my new bill was $197. If I didn't notice this change by them, I would have been tricked into paying $197. I had to call two times to request credit and to cancel a tv service that I already cancelled over 45 days ago. I like to be with local island companies, but this one is shady. My recommendation: use Spectrum, but if you do use HT, don't Auto-pay and keep all your records in case you need to go to court. Also, make sure you customer service calls are being recorded so you have another form of prof. In two days my account should be corrected, if not I plan on suing and if anyone else has been scammed like this feel free to message me and we can create a bigger case. read more

HT messed up on my bill and their automated payment service overdrew from my account. I sent an inquiry on 1/3/17. Their system confirmed receipt of my inquiry and informs me that I will be contacted in 2 business days. This is now the 5th business day. HT's customer service still hasn't gotten its act together after 10 years of being a stand-alone company. tsk tsk... Once my promotional offer expires, I am jetting to Oceanic! read more

Worst service ever!! They took over the cable service for our town home in Haiku and the Internet service never worked properly between all three floors. All of the neighbors have problems as well. We tried to give having a telephone line a shot and the workers left without insuring it worked properly. I unfortunately believed them that it was... Finally after months of waiting on line to speak to someone and giving up several different times... I am a busy person and don't have an hour to wait to speak to someone so it did take a few months to resolve. I asked for a credit, especially when they said it was something on their side and they could see I was not getting telephone service... You think that would be an easy credit but absolutely not! What a nightmare, they treated me as though I was trying to take advantage. Bottom line I didn't get the service why should I pay for it? Ha! Went to write a review while I'm waiting on hold for over 1hr 25min now and look what pops up and old review I never sent! Well by Hawaiian Tel com worst service ever!! read more

My home internet/phone and TV plan keeps going up so I decided to shop around at options. HawaiianTel is the other large provider in town so I called their customer service phone number and have been on hold for the past 14 minutes and COUNTING!! I decided to use their chat line on their website but that had me on a que system from 2 to 1 then suddenly it cut me off! How is HawaiianTel suppose to entice new customers with this level of service. My call is now going onto 16 minutes since I had originally called!!! REALLY??? No thanks! read more

The initial installation was great The technician was friendly, efficient and informative However, almost every week since, I have experirnced a complete loss of the TV connection After talking to customer service, I have learned to reboot the system, but I have also lost many recorded progrsms and movies This is really annoying, not to mention the issue of constant TV freeze, I am really over all this inconvenince for $125 a month! read more

Ok. I posted my frustrating experience with Hawaiian Telcom (HTC) as a brand new customer last month. This is my 2nd month and I hope the following updates will help HTC to improve communication system and billing system. 1. My 2nd bill comes. This time with a $200 overcharge for non-return of "extenders!!! And the repair technician (Tony) picked up all of them in October when he came and fixed my slow internet issue. 2. So I called HTC. Same frustrating experience with call-back system. System gave callback time in about 1 to 1 1/2 hr. No callback at all. 3. I went online to use the Chat feature. Was position#1 for an hour. Finally I just disconnected it. Nothing seems to work with HTC when comes to communication system. 4. Called back again the following day at 7:20am (knowing HTC CS opens at 7:30am). After went through all the redundant prompts, I got "all reps are busy and the callback option again which is 40 minutes to an hour!" Incredible!!! They just opened. So I chose to the hold option...hoping it wouldn't that long. 5. Wholla!!! Rep Marie (#106) came on line...and SHE SAVED THE DAY!!! She patiently listened and quickly researched and credited my account with the wrongful $200 charge. And she apologized for the system issue and all that I have had to go through. And that she's very much aware of these issues as she has gotten similar complaints. I must say if it weren't for Marie, I was ready to cancel my service and and be done with HTC. She saved the day and she made the difference how I feel because the way I was treated. So, for now, I choose to stay. Thank you Marie...well done!!!! You deserve a raise and promotion. read more

Horrible Internet service. Speed checked at less than 1Gig down and .25Gigs up. Customer service is garbage. I can't get a hold of anyone. I left and Went to Spectrum. The price is the same and service is equally garbage.... but the Internet speed is at least 10 times quicker. Clocked in at 7Gigs down and 1.5Gigs up. read more

OMG! Hawaiian Telcom has absolutely the worst service ever!!! I don't know how they stay in business. I received my bill and had a question and was on hold forever!!! It says to leave a callback number but nobody calls back. I can't even ask a simple question as to why they say my bill is late when it's not! There's just nobody to answer your question. Unbelievable!!! I'm really at my wits end and very close to cancel this service and switch back to Oceanic. I've called four times today and each time I'm hold for supposedly 20 minutes but it's been 45 minutes and nobody answers! SO frustrating!!! What's wrong this Company? read more

I just LOVE how they put you on hold for over 30 minutes! Oh and they have a call back system too so you don't have wait... but when they call back, you're out on hold! Waiting! For 30 minutes! I was told that once my bill was paid my internet would automatically go back on.. paid first thing in the morning hoping when I get home from work it be back on... NOPE! So I call to check if my payment was receive, whataya know!.. THERE CLOSED... telling me to call back the next morning! Bull ****! read more

Whoever manages this company needs to re-educate their staff. I was told that I could add extra cable boxes to my order without cancelling my first initial installation but today has come and no one is showing up. I called customer service to see what happened and they told me I cancelled it and postponed the installation to the 13th of February. Now I have to wait 2 more weeks to get my internet installed when I was promised (and left with a confirmation voicemail) that my service was going to be installed. You guys really have THE WORST CUSTOMER SERVICE. Look, I work in retail and some of your staff is good. But it only takes one bad employee to piss some one off and write a bad yelp review about your company. P.S. Don't thank me for choosing Hawaiian Telcom read more

So after waiting weeks for a service call, a Hawaiian Telcom tech came by to switch out a newer model modem and give us upgraded remotes. She was very nice, extremely pleasant, professional all the way. Result: still losing signal, video still freezing, DVR no longer records, cannot access recorded programs, remotes do not work. Called to report problems and they said they can come back next week. That's right, the Hawaiian Telcom service call made the problems worse, but it's just going to have to stay like that for a week. How do they even describe this as "service"? Save yourself the irritation. The competition is not perfect, but their problems have never reached this level of absurdity. read more

I would give zero stars if I could. Customer service wait time and assistance is the worst on this island.

hawaiian telcom is no longer locally owned, it was bought out by mainland company, and worse? theyre letting go alot of locals working here and hiring abunch of international people, who cant even speak english, theyre giving customers a hard time, and tbh the internet is shitty! buy their 1g fiber and you will only receive 100 or even less! its not the same as it use to be, no more aloha, they need to change their company name! its no longer the hawaiian telcom we all once knew.. read more

The WORST Provider in Hawaii. How fast is 1 gig internet when it takes 10 days for a service call Do not trust the reviews for yourself. Before you order their services, call 808 643-6111 tech support. Never receive a live answer but from a call center telling you the wait is between 45 min and 3 hours. Are you still considering Hawaiian Telcom? Feel Free To Pickup my equipment it's next to the trash can! read more

I stopped this service in early October but they continued to bill me for two months. I've called them to resolved this matter but they are hard to work with because it seems they use a call center from an outside country. How a local company has changed so much not much aloha. I'm happy with my new provider I wished I changed so much earlier. I was a loyal customer for over 35 years but they don't appreciate it. I even made a BBB Hawaii complaint but they didn't reply to them so they tried several times for a response so they put it in their file against them how sad. I'm in the process of filing a PUC complaint. read more

After having absolutely HORRIBLE quality of internet with Oceanic, I thought that I would give Hawaiian Telcom a shot. You know, what the hell, I already had crappy internet, how much worse could it get? I gave them a call and the customer service rep (Jay? Jake?) was SUPER friendly and genuinely knowledgeable about the services they offered. Heck, he even asked if my wife and I wanted time to think about switching, he would be willing to call us back in a few hours to address any questions we might have. We told him that if he would give me a call back in three hours or so (mostly because of the Saturday family errands that needed to be managed), we would have an answer. Surprisingly, he called back on time and with a cheerful positive attitude (which sadly doesn't always describe customer service). He answered our relatively long list of questions and concerns and he even addressed the red flag I had about their one (1) star rating on Yelp ...... Yikes! I rarely don't give a shop a second glance with those kind of reviews, but after checking out a few of the elite reviews, it told quite a different story. So we decided that with the drastic savings we'd receive ($124/month versus almost $200/month with Directv and Oceanic), coupled with the 30 day satisfaction guarantee offer, we figured WHAT THE HELL, let's give Hawaiian Telcom a shot. The installers came out the day prior to our scheduled appointment to run the fiber optic lines for the internet, and my sister-in-law said they both were SUPER pleasant and efficient. The day of the install couldn't have gone smoother. With the exception of the installer being a tad bit late (he called to let us know well in advance), it was flawless. When I arrived home, I was informed the the installer was respectful and courteous. ALL of the televisions were connected and programed. The internet was up and running, and I'm happy to say ...... SUPER FAST. I certainly hope that this positive experience continues, and after a few months with no complaints I will gladly upgrade Hawaiian Telcom to 5 stars. read more

Make sure you keep the receipt when you return the router. They.... You know just misplace things and charge you over double market value for the thing you returned to them. read more

I recently obtained Hawaiian Telcom due to shopping around for the best TV+Internet deal. Hawaiian telcom has great deals at affordable rates. 100 mbps plus basic TV channels (very basic channels) run about $70 a month with taxes and fees. If you want cable TV and internet it runs around $30 more and they upgrade the internet speed as well. It's actually a really great deal running about $50 for 200+ TV channels including HD channels with their Advantage Plus plan and $50 for 300 mbps internet speed. That's actually a great deal for Cable TV + Internet combined. My family and I didn't need home phone service due to not being home as often as we should. I also like that if you have the internet and cable box set up, they are able to upgrade your internet and TV service through the box itself. No need for a technician to come by. Hawaiian telcom' s monthly bill is actually cheaper than my families cellphone bill! As of date of this review, their rates are good for 3 years. No need to worry about rates going up. Ask the Hawaiian telcom representative to quote you on your bill. They include the taxes and fees and give you an exact number so you know the amount you'll be paying monthly before deciding to switch to their services. read more

The only reason I have Hawaiian Telco for TV and internet is because my HOA has a contract with them where I get hooked up with 4 TVs at no charge. I had additional TVs so decided to hook them up, which required a visit and set up fee. I was told by the phone rep that each box would cost under $4 a month because of the negotiated fee. I received my first bill. It was complex, full of additions and deletions, but bottom line is I am being charged over $20 a month for 3 extra TVs. I spoke with them a week ago. When I asked the rep about the HOA discount, she asked who gave me that figure and said she would call back. Never got a call back. I also sent an email to the Contact Us link a week ago. Nothing. I also asked the phone rep why the billing phone number on my bill belonged to someone else in Honolulu. I checked the number online and it is a legit number for someone, but the rep claimed that it was a Hawaiian Tel office number and that it was the correct number for my account. Really strange, but bottom line is, they don't have my telephone number. I would give zero stars if I could. read more