I filed a complaint with the BBB and the FCC and was contacted by a lead supervisor and a customer relations manager within 3 business days of filing. They are working to resolve the issue and have issued a credit to honor the first months bill to be what I was offered. I also have their direct contact should the billing be incorrect for the upcoming months ahead. Should you need to file a complaint here are the websites. You should have pictures of the bills, contacts, fliers, emails ready to upload when you file you're complaint along with the dates. BBB https://www.bbb.org/process-of-complaints-and-reviews/complaints FCC https://consumercomplaints.fcc.gov/hc/en-us read more

I just canceled our account which we've had like FOREVER! Their internet service is SO EXPENSIVE!! We were paying $100 a month for 50mbps speed. Another reason for canceling is because they retired their copper system and switched to only fiber. Unfortunately my old house couldn't install fiber because my underground pipes are blocked due to age. My copper internet still works, but still, $100 a month for 50mbps? Really? Another annoying thing is that their customer service is contracted out to a company in the Philippines, so their customer service representatives have VERY STRONG accents!! Very hard to understand!! It gets very annoying! How dare they eliminate their local customer department and contract it out to another country. Shame on them! read more

Hawaiian Telcom - Their welcome signs on their door. - Internet Service Providers Near Me - Honolulu, Hawaii

I've had business service with HiTel since 1998. Currently one of our stores is having internet issues. The data line was installed in 2008, so it's old. That's not HiTels problem. The issue is that our internet plan calls for 10 Mbps down and 3 Mbps up. But a speed test fluctuates from 0.76 upload speed a couple days ago to 1.19 upload speed yesterday. Two days ago a repair was scheduled to come out, after I spent about four hours on hold. He didn't come. We waited all day. At 3:00 pm I call to double check and after a brief two hour hold I'm told "he came but didn't have access." He only called once, to say he was in the area. He didn't call a second time to mention an access issue. So I call again and get right through. No waiting. This staff prioritizes our repair and schedules a guy for the next day, which was yesterday. He called and showed up. He couldn't find any issue. He confirmed the wired upload speed of 1.19 Mbps. He said he needed to work on it "at the CO." Later yesterday at 4:00 pm our internet stopped. No service at all. I called, got through quick, and an apologetic guy said he doesn't know why the guy was working on it at the CO or why he didn't do as he promised to call me with an update. I mentioned that without internet service we can't see our online booking or process credit cards for clients. He said he understood and would do all that he could. Well, no phone calls from HiTell and our internet is still off and I'm now 2.5 hours into holding. I had to decline a client bc I have to stay on hold. I've already called spectrum and am planning on changing internet and phone for all of my shops. read more

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

They lie and are dishonest. Come on in ads that are false. Service is terrible. Fiber optics is horrible. They don't know what they are doing! read more

Transfer transfer transfer Ask same questions Reading off a script Unplug , check wire, unplug! 10 days later will have tech come out ! Guess that's what happens when you live on an island and theirs a monopoly on electric, water, cable !!!! The list goes on n on n on read more

If I could give -5 stars I would. I ordered service through their online process 4 weeks ago. A "concierge" contacted me the next day to "finalize" and confirm my order. He said somebody else would contact me to schedule installation. 4 full weeks later, still crickets! The email they sent when I first put in the order said to reply to it if I had questions about the process. Well guess what- replying to that email gets rejected as an unavailable method of contact. Sheesh. I can't tell you about the service because I'm still waiting.... read more

I'm in the process of moving to a new address so I called HT in hopes of getting a new service account set up prior to moving in, after checking their website and finding a bundle that fits my need I wasn't able to proceed with the order because of some technicality of the address so I called their number. The sales rep answered and asked a few questions in regards to the service address, and then asked me a series of questions to better understand what package he would recommend me - not a problem although I had already decided on one I went with it maybe he has better recommendations. The very first package he recommended was the most expensive package there available. I'm a regular dude - streams some videos on Netflix, watch some sports on TV, play some games on my PC. I know from experience that I certainly don't need the heaviest package, but hey a sales guy has to do what he has to do, no problem. I kindly declined and informed him that I actually already know what I want and it's the TV + Internet bundle that is $89.99 for 2 years. The guy said okay. Then he typed something in, and tell me okay your total will come out to $157. Now I certainly have expected the price to be a bit more due to taxes and fees but wasn't ready for close to 70% added on! I asked the guy hey so what's the extra $67 add on? He say it's for taxes and fees. So I asked him how much is the tax and what are the fees and he tells me he couldn't see it on his screen lol So I repeated, hey on you guy's website it advertised the bundle as $89.99, when I proceed with that on the next page it breaks it down with the mandatory renting of their TV box (+$8.99) & internet box (+$9.99) so the final total that I see online is $108 and change, with what break down of taxes and fees does it come out to $157? He tells me hey I need to check with someone let me place you on hold. After placing me on hold for about 5 minutes he returns with a joyous tone to inform me he's able to offer me a discount that makes my total $144! I now had to ask him hey if including taxes and fees in the beginning it was $157, what kind of discount were you able to offer me to knock 13 bucks off like magic?? He tells me oh it's because of my insistence on the price he's able to give me that offer. At this point I can't even believe what I just heard and had to repeat it to him: "So let me get this straight - I was offered a $13 discount because I insisted that the price that you've quoted me is not the same as what is being advertised on your company's website??" He said "....yes" "thank you have a good day bye" read more

Hawaiian Telcom - Bundle pricing straight from their website. - Internet Service Providers Near Me - Honolulu, Hawaii

Update: My husband called them about 6 times now, last three times they told him that a supervisor from billing department has to call back within 24hrs for the issue. Somehow our closed account got the credit of $210 they owe us, which is no help to us obviously. Every single time, we get no call back from a supervisor and we end up calling again and being told the same thing over and over. One time someone said they are going to send a check in mail, which never got taken care of. Yesterday, another rep told me there is not even a record of returning the equipment at all. Total BS. They just tell us bunch of lies with no result. They owe us over $200 for over two months. read more

Hawaiian Telcom - A proof of returned equipment. We were charged $210 on our credit card, and they don't refund us after numerous calls we made to them. - Internet Service Providers Near Me - Honolulu, Hawaii

Their internet sucks period. Customer service sucks too especially when it's international and not our own local customer service. How can you talk to someone that cannot understand you. Then we schedule appointment because our home phone and internet down. Remind you this is twice in 3 months. Time frame 8am to 5pm. Technician call at 214pm what the problem is and will call me if and when it's fixed. It's after 5 nobody calls so I call customer service and they said technician can't do the job then need extra hand and they will continue tomorrow. I understand I get it but technician could have called me himself instead of me waiting. Do I recommend internet with them hell to the no. I'm canceling my internet service with them and going with spectrum. I would score it a no star and zero for internet. read more

Internet service is slow, customer service robotic and poor not too mention outsourced internationally. Slow copper wire feed into parts of HK despite ads for fioptics for years. Just overall a poor service provider...sorry I stuck with them so long read more

OMG I have been on hold on their help line for 3 hours now!!!!! They lack a "call back" option. I think we are going to have to cancel our contract with Hawaiian Telcom. They already sent us a new box, and that did not work either. We cannot access live tv on the main box and on the secondary box we can access tv but cannot record anything. We used to be able to do this on both boxes. Oh joy they "close"in 15 minutes so that will be 3.5 hours I have been on hold trying to get some technical guidance. Their voice recording that comes on in between the loop of hold music that says "We are making every attempt to answer your call as quickly as possible," is starting to sound sarcastic. read more

One word- fioptics Crapola Constantly needed to reboot router (theirs) and tv service (when it worked) always lagging even after several calls spanning 3 months, replaced router and modem. Felt like i time warped back to dial-up dayz. The fiber optical cable they installed cannot be cut or removed unless you want to pay an outrageous fee so there lies an unused cable stuck thru the wall, was told its dangerous to cut the cable as it still has output even though there is no service- sheeeesh read more

The customer service is bad. Really bad. Trying to get service is next to impossible and takes hours on the phone and days of waiting. If customer service is important to you, I strongly recommend not using Hawaiian Telcom. On its website, it says local customer service. I'm not sure that is accurate because when you call, you get a call center in Manila. The Manila reps are friendly and generally speak well, but in my experience, most are unable to reasonably help with even simple problems. read more

I am super happy with my new Fioptics plus service from Hawaiian Telcom. And all the excellent technical and customer service support I received along the way. Thank you! read more

This phkn company.... I keep getting mails to switch. I would ...only if the company was better managed. I got billed for something that was not installed. Because I *had* an appointment but cxled, they billed me for things was wasn't installed. ..not even a tech came into the house . 3 months of bills then to collection because I wouldn't pay. Every single time I call customer service they say " it's taken care of" ...guess what....another bill AND collection notice. My personal lawyer told me to record the conversation . You're stuck with either Spectrum ( bad boneheaded techs) or Hawaiiantelcom ( worst of the 2) . 2 companies should merge. Dum n Dummer. I'm still waiting for another company to offer wifi. NO WAY....I'm switching to this company. EVER. read more

Last year after a storm hit, it knocked down one of the poles, they came with others to fix it. But ended up being way lower, numerous attempts over a year has been made with Hawaiian Telcom but the excuses is always sorry we do apologize but there's nothing we can do we are busy. Big trucks try to come by but are unsuccessful to it being too low. read more

Hawaiian Telcom - Very low and dangerous - Internet Service Providers Near Me - Honolulu, Hawaii

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Hawaiian Telecom online autopay is by far the worst experience ever. I set up my mom's account for autopay so that it would be deducted from her checking account twice. Called the customer service number and the guy said an error R03 "no bank account"." WTF!!!!!! The value you get is horrible also, but my mom is set in her ways and wants to keep Hawaiian Telecom. I would never recommend their service. I would give negative stars if I could. read more

We sent the paperwork including the death certificate TWICE! This company is still charging us. We had to literally go to the bank and put a block on this company! This is completely unacceptable! read more

Our promotional rate was expiring, and to HT's credit, I got a call in advance, with an offer to extend current service for an ADDITIONAL $20 a month for 2 years, or $10 a month for 1 year. I told the rep I needed to check competing offers, and would call back. I found several better offers, so here's what happened when I called back: 1. I got the "longer wait times per usual" message letting me know I could avoid a 2-6 minute hold if I opted for a callback from HT, which I did. 2. The callback identified the company as Cincinnati Bell, and although I'm aware this is Hawaiian Telcom's parent company, I would suspect this might cause confusion for other callers. Regardless, it seems whoever programmed their automated callback system overlooked this detail, and/or just didn't care about the customer service implications. 3. The callback was 3 minutes later, but placed me in a hold queue that was almost 8 minutes -- more than the original estimated hold time! 4. The rep advised me that I would have an opportunity to complete a customer service survey at the end of the call (to which I agreed), but the call ended with no opportunity to provide feedback. Although I ended up with an acceptable rate for the next year of service, it was only because I'm very familiar with the company, products and services, and how they work. A regular customer without inside knowledge and history with the company is likely to get pigeon-holed into unreasonably high rates and unnecessary services. Customers like myself are drawn to Hawaiian Telcom as a local company with good customer service, but both those advantages are now history, and there may be much better options elsewhere. read more

Hawaiian Telcom are the worst when trying to reach them by phone, or mail. NO RESPONSE to a death certificate sent in. Months later still getting billed for services for my parents. read more

Yes i don't be writing reviews or anything i really took my time out today to write this i've been on the phone trying to contact any representative no answer you'll be waiting on call probably all day every day no matter how early you call them when they open they won't answer... The robot says the approximate wait time is 8-10 mins ummm it's more like 8hrs of there shift they won't answer any call does hawai'i telecom only hire 1 person here to seat on the desk and not answer any calls... This is outrageous. negative stars if this was even possible! read more

Terrible CS. Entered option for a call back it said id recieve a call back in 18-20 mins. 40 mins later i get the call back just to be put on hold for over 15 mins wtf telcom if you want more customers upgrade your entire customer service department. Im gonna stay with spectrum, thanks for your services (sike) read more

We experienced a recent upgrade to the internet service at the Waikiki Banyan. The services tech was a lovely professional gentleman that got us up and running quickly. We had a little glitch 2 days later and as they were in the building they cane by and fixed it immediately. Thank you Telcom/Fioptics crew for keeping our vacation running smoothly. read more

Misleading offer. I understood that I would get 30 day free trial. Turns out it was just the internet service piece. Called customer service, told my story, was told I would get a call back after "checking with a supervisor" - never got a call-back. Twice! They also wanted to charge a late payment fee even though I explained that I never got the initial bill (they finally agreed to cancel the fee after more gyrations and consultation with a supervisor). Absolute nightmare!! read more

I waited on hold for almost 3 hours because my internet was down and I needed it to do my work as I'm working remotely, from home. I restarted my modem several times while on hold. I never got to speak to a human. The last modem restart fixed the problem. But it was very frustrating. Besides this, I was happy with the initial setup, which was quick and easy to schedule. The technician had contacted me to notify me of his arrival and was even able to come by earlier than expected. read more

Hawaiian Telcom - Super long hold, never connected to a human. - Internet Service Providers Near Me - Honolulu, Hawaii

Customer Service!! Billing!! Service Knowledge!! Customer Satisfaction!! Equipment Returned!! Very poor service starting from customer service and supervisors!! I'm still not satisfied with the service that I got!! read more

Service sucks here in Ewa! Customer service sucks! Mostly all can't even speak good English! Paid my bill, and waited a whole day and night to get it restored. I'm canceling and going to spectrum because Hawaiian Telecom sucks big time!! I will never recommend! read more

RUN AWAY!!! DO NOT GET THEM. IF YOU HAVE THEM, FILE COMPLAINT WITH THE STATE: https://cca.hawaii.gov/catv/file-a-complaint/ I am moving due to high cost of living. I contact them everyday for the past 16 days to let them know to cancel my service. And they have made it impossible for their customer help to help me. They don't respond to my support requests either. Which I have also done several times. There has been no resolution. There is no attempt for customer support to answer their support tickets. This company is bad and I wish I had read these reviews. They are all true. I AM NOT GOING TO CONTACT A SOCIALMEDIA HELP EMAIL. SO SCAMMY. The contract is a two way relationship. And a lawsuit for fraud. I pay and honor your service. Honor your customer by doing your job. Which you aren't doing. read more

"customer service" is an alien concept: you call the service line and go through the prompts; and when they finally call you back it's only to say "good bye". I'm going to Nairobi next week and look forward to getting better customer service there read more

I have heard a lot of complaints over the years on Hawaiian Tel customer service, but luckily I have had fairly reliable fiber internet so never needed to call in for support. Outer islands have no physical locations so any support or hardware issues require hours, seriously hours attempting to fix issues. I recently tried to get help with a HiTel DSL router on the BI that died and it was ridiculous. Not having a physical location on the outer islands leaves customers stranded with having to deal with the mess that is chat/call/online support. No one has hours to deal with it, and I for one would usually not say this, but if you need better service go with Spectrum. Hawaiian Tel has failed Hawaii with their support model. I tried all of their support solutions, calling in, chatting, and reaching them online and nothing worked. Chat couldnt get an agent for an hour, calling in they say will call you back and you wont lose your place in the queue, but then they repeatedly called me back with a japanese language prompt that I couldnt make out fast enough before they hung up. Calling back and you go through all the prompts only to be told to "call back later" (I'm guessing thousands are already calling about their crappy service and waiting in queues). Run far from HawaiianTelcom, or plan on using phone data hotspots for weeks or months (we went months without their internet working) if you insist on having the "Hawaiian" name. Which means nothing, they are owned by some big broligarchy who cares nothing for their customers. I would give them zero stars if I could. As I write this there are 927 1 star reviews. Let that sink in, potential customers. read more

We just had a service call with Holo, and he was a fantastic representative for Hawaiian Telcom. He diagnosed the problem and replaced one of our boxes. He then explained everything to us about operating our television in terms we could understand. He was professional, friendly, patient and highly competent. We were very lucky to get Holo as our service person, and we want to say a big mahalo to him. read more

ALL phone numbers including headquarters go directly out of the country, over 6 hours and five different days, trying to resolve issues, multiple customer service agents, multiple supervisors, a support tech who calls once and leaves a message no call back. Phone prompts are not specific to route you to the proper department. Hawaiian Telcom makes it near impossible to get help. At one point I was asked for my social security number which I refused to provide. read more

They are cheats. Terrible internet speeds and way too expensive for what you get. They monopolize buildings in town where the whole building has to use them, and then nothing can be upgraded unless the whole building is on board. read more

I'd. Give them zero stars. I can since I get crappy picture and phone keeps cutting out. They tell me to upgrade to fiber. The old stuff isn't maintained. lol. Hello spectrum? But the probably suck too but not as bad hahahaha. Thanks for letting me vent YELP. So if anyone reads this comment. I really hope the people that work here can fix the company up and keep providing a good service. And keep their pensions intact. But oh well. read more

It isn't possible to give a minus zero. Truly pitiful service. It took 3 months to solve an internet problem and issue a credit refund via check. The check was returned on my bank today. After a 45 minute hold period which is standard operating procedure, the answer to why the check was cancelled was a mystery to the customer service rep. All he could tell me was another check was issued. Can you believe that!!!!! I'm afraid to deposit it!!!!! read more

I wish zero stars was an option. Quality of the service was terrible, and customer service was some of the worst I've ever experienced. I literally had to beg for my services to be canceled, and I got danced around on the phone for 45 minutes just to be able to drop them. Different agents gave different pricing and allowances which felt very shady. I thought Spectrum was bad but this was 20x worse. Actually, the guy who installed was super nice. He can get five stars. read more

For over a month my parents phone line has been dead . my dad is 97 years old and my mom is 87 years old . 3 weeks ago a technician came out And verified the line was dead . he said the line was good at the street . And some one else wouldwould come to fix it . After a few days Called customer service every other day since and have been told something different every time . ( a deferent department was working on it ,waiting for Someone to make a decision , they are coming on this date ) twice I was told a technician would be there and never showed up . Went to Down town headquarters to try and talk to a real person and was told to Use their phone to call customer service . As of today 1 month I am back to square one . I called gave the case number and was told a technician would be there tomorrow to see what the problem is . My 97. And 87 year old parents Could not call 911 if they needed to . read more

Reading all the negative reviews got me scared but the two times I called for assistance, they came thru. Today I requested a technician because my Set Top box was not working properly. Had to wait until 4pm before Kevin came in and fixed the problem. I was happy the problem was fixed before the day ended. Would have been great if I hadn't have to wait 7 hours for someone to come but that was something beyond Kevin's control so I can't blame him. Overall, I am happy and satisfied with HT and their services so far. Good Job Kevin and HT. read more

Called to switch from oceanic cable because they were charging me crazy $200+ for basic TV (1) and internet!!! Hawaiian Tel advisor- Michael Murakami set up my install with technician, Holo Colburn. He came out to add my cables and did an amazing job in hiding the fioptic and the system is less than half the price, running faster internet, and easier TV remote. I'm super happy. Experienced great customer experience!!! Thank you so much- I think we gotta give them a second chance...... I'm happy read more

Waited almost an hour on their 24 hr customer service. Nobody ever came. Why do they lie about a service they don't have?!