I should have known better than to go to the Spectrum store. First off, it's in Ala Moana, not where the construction is - so it's been "that long" since I went there. Of course it's been "that long" since they gave me a "new" modem and while I talked to the online rep - there was urgency in his voice for me to get a "new modem". No problem I said, I can go to the store. He sounded hesitant. Now I know why! It's on the bottom floor near Foodland Farms. There is adequate parking but the line..... a pretty long line outside - I came 5 mins early and the line was fairly long. I heard a lot of complaining when they opened. 3 people for that long line! IF you don't have a reservation (didn't know you could make one), you sign in with a kiosk and there's a handy QR code to finish on your phone. That is not the problem. The problem is that these guys are slow! The long lines and the fact that I saw several of these guys and girl not doing anything. Someone was frantic because the day before they gave her the wrong phone and she had a card - and was basically told to "come back anytime". But coming back meant that long line. She talked to a new rep, but that rep said she didn't know where the person on card was since she just came in and checked into the machine and promptly - did nothing! I mean, at least try and help someone. Maybe she's the manager? LOL Anyway, they have this cool text messaging that tells you when to come back and that you are NEXT! I saw the person helping the lady that was right in front of me, so I figured he would call me. Makes sense. But no! Although I saw my name up on the top as being next. He didn't call me. And for 20 minutes, I watched as 2 of the 3 didn't call me. Finally I was called and it wasn't that guy. It was the other guy who was fiddling around with the computer I guess. In any case I wanted to return equipment and was told one of the hardware I couldn't return. Some kind of confusion with my account..... You know, the usual, charging me for a box I didn't have, charging me for a channel without telling me. I don't want to get into more details but he told me something that ended up being incorrect so I couldn't return my equipment. Taking almost 45 minutes, I was done with this place. They are slow and inefficient and tell me the wrong information. They sent me 3 emails all contradicting each other. Then they ask me if I want to get cellular. uhhhh no! and finally..... Tell me if my hardware is outdated! read more

So this review starts on Friday afternoon when my modem decided to shut off and refused to power back up. After an hour of trying all kinds of different things like using a different cord and trying a different outlet, I realized this modem had gone into the light so I called the Spectrum customer service line. The customer service call went pretty smoothly, we went through all things I tried earlier and she agreed the modem needed to be replaced. She made an appointment for me at 10:20 the next morning at this Ala Moana location. I read a bunch of reviews and was a little worried at how many really bad reviews this place got, but went in with an open mind. I got here around 30 minutes before they opened and there were already a dozen people waiting in line, by the time 10am came around there were as many people behind me. So how it goes is once they open the door, the first people in line go to one of the open customer service desks and once that's full, you put your name into a waitlist queue. A screen on the wall shows the order you signed into the waitlist. Here's the most important part... If you made an appointment, when you sign into the waitlist, you jump ahead of anyone who doesn't have an appointment. If someone with an appointment earlier than you is on the list, it sorts you by appointment time. Very fair I think. Since I was the second appointment (first appointment time is 10:00 and then it's every 20 minutes after that) I got up to see a service desk really quick. Once they opened the door, I was out of there in 15 minutes with my new modem and router. Very painless and the guy that helped me (I think his name was Travis) was super helpful and friendly as well. I can see why some people had bad experiences if you went there with no appointment and had 25 people in front of you, but, if you can, I highly recommend making an apppointment ahead of time. Saved me a lot of headache. read more

Spectrum - Television Service Providers Near Me - Honolulu, Hawaii

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I have waited over 2 hours this women working is taking her sweet time itching her literal butt and not washing her hands but keep helping elders. I asked for a question on how long I had of a wait after 2 hours she was very dismissive and short and not wanting to help just said if you leave you lose ur place in line almost 3 hours waiting she's still with the same customer even though there's over 20 people waiting it's like she don't wanna work. If you come make an app or you will be waiting all day I have been here since doors open and it's passed 12 and still waiting . read more

Customer service is the worst, staff have no Aloha, could care less about people's time.

Not much choice between Hawaiian Tel and Spectrum. Having tried both, Spectrum is the lesser of 2 evils.

If you have nothing going on in your life and can spend most of it waiting in a queue to simply drop off equipment, Spectrum might be your nirvana. For the rest of us, Spectrum is hell and is a perfect example of how NOT to run a company. read more

Spectrum - List hasn't moved in 20 minutes. Yesterday it was 37 people long. We gave up and left. - Television Service Providers Near Me - Honolulu, Hawaii

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Slow slow slow. Expect long wait times.. highly recommend making a reservation before coming. read more

I highly appreciate that Spectrum does not offshore it's Customer Service to India,whose language I can barely understand. It is 100% US Based. This matters to me because I believe in "America First!" read more

A big THANK YOU to Elias for his assistance at the Ala Moana store on Friday, August 1st, He usually works at the Kapolei store so i was fortunate that he at the Ala Moana on that day. He took care all of my client's needs and issues, including restoring her cable TV package and costs after she experienced numerous problems with other store specialists and technicians and weeks of challenges and frustrations. In fact, he was the first one to provide us with a written confirmation of the various changes that we had agreed to. In doing so, he was understanding, clear, competent, and patient, and in all, he provided us with excellent customer service! Many thanks, Elias, from me and my client! read more

I guarantee they pay to get this review taken down. Pay for internet only, consistently only get 20-30% speed you pay for. They advertise great rates for new customers ONLY, but no loyalty for long customers. Longer you with them, more you pay. Quantity over Quality. try Hi! tell A com read more

Fast, efficient, good customer service and convenient. Located on the Maui's side of the Ala Moana shopping center bottom floor across of Foodland. read more

Some Rude customer service by at least 3 agents that couldn't be bothered. The rest of the agents were just fine and helpful.

The specialist, Lani, was incredibly helpful, kind, and knowledgeable. I have called multiple people through Spectrum and she was by far the most helpful! Not only does she create solutions to your problem, but gave more insight on better deals! Amazing worker and can truly trust her when it comes to your internet and phone plan! read more

I went in wanting to pre pay for a year of internet service and the guy that helped us said that we would only give $5 discount if we enrolled in autopay a couple months went by and we weren't getting our discount. So we went in today spoke to a girl that said we weren't "paying taxes" on it so that's our discount and I told her the only reason that we signed up for auto pay was to get the discount which is clearly recorded here on our plan when we signed up and the only thing she said we can do is call because she can't issue a refund. There wasn't any manager on duty either they're only on Monday-Friday so she basically wasted my time and money. read more

Spectrum - Television Service Providers Near Me - Honolulu, Hawaii

spectrum cable was hanging low-about 5 feet from ground around the bend just before Waihole Poi factory for over 2 weeks. This last wind event on 2/12/26, as i was driving north a gust of wind blew the cable connector into my car and scratched my passenger side mirror. When i called HPD they said they had received numerous calls on the swinging cable. When i call Spectrum to file a damage claim, they said the low swinging cable was due to the wind and they had no liability-Even though they new or should have known of the dangerous condition and either fix it or warn the public of the dangerous condition. This is an example of the type of service Specturm provides to its customers. read more

Spectrum as a whole is a terrible company. I had a tv subscription by accident when I was learning how to use our new tv. Not once was it ever used. I tried to cancel it but was told I was locked in until it expires. This was in 2024. Yesterday I get invoiced for the same subscription. I called immediately to find out why. They said I requested auto renewal. This is simply untrue. I did not. I never wanted it in the first place. I simply do not trust Spectrum & will move on to a provider that I can trust. read more

Just canceled spectrum. I am so happy our building is going to be offering a competitor now. By far, Spectrum has one of the sleaziest practices I've encountered in a while. I was only using spectrum because it was the only option, now I'm excited we don't have to use them. I would choose a more expensive alternative over spectrum. read more

Everything is "we are not trained on this.. call customer support " when you are physically present .. what a joke

Would give negative stars if possible. We cancelled service, so I figured I could drop off my equipment without much fuss... 2 HOUR WAIT JUST TO DROP OFF EQUIPMENT If you have to deal with this location make an appt first. I can't fault the staff, but when there is only 1 person working the floor it's going to move very slow, and I can fault the management for putting their staff in that position. Glad I switched to hawaiiantel read more

Don't waste your time coming in .. I went in today to make a simple , simple payment .. but some jackass has some kind of excuse saying he's not able to see shit .. I didn't have any problems before coming in making a payment .. today was the worst .. please don't waste your time coming in .. everybody's right the service and everything sucks .. read more

Didn't make an appointment, so my fault there. Checked in and was 23 on the walk in list. Ran other errands for about 30 minutes and came back to learn I wasn't there when I was called. Signed up again #11. Waited about 20 minutes and was called. Agent was smug, unpleasant even though I tried to be cheerful and appreciative of his service. Guess he hates his job but don't take it out on Spectrum's customers read more

Spectrum Ala Moana this afternoon. Three people to help customers - 19 on the waiting list. The customer in front of me took over 20 minutes with her problem while the agent chit chatted with her. I was there to return our equipment - we've moved to Hawaiian Telcom who just wired our building with fiber optic cable. Our Spectrum internet was gone for about ten months but really deteriorated in the past four months or so. Lots of outages and speeds often much, much lower than what we were paying for. The Hawaiian Telcom service is $30 a month less expensive - and is fiber into our home. Spectrum had 40 yr old coaxial cable for the last mile. My experience at the Ala Moana store simply returning their modem was terrible. Indicative, at least to me, of a company that doesn't give a damn about customer service. . read more

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SHERYCE FOR ALL YOUR PHONE NEEDS WITH FRIENDLY AND AMAZING CUSTOMER SERVICE! We had a 5 star experience here! Let me start with ... This was the worst customer service day my friend and I had at another spectrum.. which had very rude customer service .. and were unhelpful and then some! so we left and ended up in Kapolei but they had closed early which was not posted on their hours of operations or website or on Google that that day would be different then normal "they will be closing early that day and the day after"... we drove there only to see a sign on the door . So our last stop we decided to make our way to Ala Moana spectrum and we are so GLAD we did !!! Sheryce helped us with our need of a new phone for my bestie! She was so kind and on first impressions she's all smiles and very welcoming and her tone matches her facial expressions! She was so helpful just a peach ! Very knowledgeable and answered all our questions! We aren't the best with understanding the specs so she broke it down for us to help us better understand and make the finale decision! Never felt rushed or silly for asking questions! We will take our business to this spectrum store for our new phone needs . She gave us the best advice. This by far is the best experience POSSIBLE!! read more

Moved for the millionth time in 10 months, and i had asked for a complete install due to my at home job needing the best wires and wireing of all so no downtime the tech was there 15 mins early and immediatley addressed the reason why he was there, he put in a new wire to be dug under ground at a later date in and out in about an hour, i didnt like that i had to pay 65 for it but another tech boss gave me a credit for 20 to help during the government shut down I really applaud the crew in batavia ny for fast and speedy service everytime.. and on top of that i called the main guy and he had the team come out the next morning and bury the wire so my neighbor didnt get mad (it ran acrossed there yard) What A wonderful crew In Batavia NY read more

When I was finally seen after a long wait, the spectrum employee was friendly and professional.

Raised my bill by 20% in three months, went with another carrier..for 30$ less a month,, called to disconnect, suddenly I was offered all kinds of discounts and programs,, This company needs to die a fast death.. Was told I should have called them as they don't know if there is a problem unless I call.. Hey I didn't aske my bill to be raised.. Go with a low cost fiber provider, and stream your programs,, save a bundle read more

I recently had a terrible experience with Spectrum's billing practices. After switching to a new internet provider on September 24, 2024, I stopped using Spectrum's service altogether. However, they are still trying to charge me $67.99 for a new billing cycle that started on October 1, even though I haven't used their service since September. When I called Spectrum on October 3 to officially cancel, they informed me that because I didn't cancel before the billing cycle renewed, I was obligated to pay for the entire month--even though I haven't used a single bit of their service since September 24! Their policy of not prorating the final bill is straight up theft, and they showed no flexibility in resolving the issue. To make matters worse, Spectrum didn't clearly inform me about this policy beforehand, so I'm being charged for a service I haven't used and don't intend to use. It's frustrating to feel like you're being forced to pay for something you didn't use. To anyone else who's dealing with this issue: Don't let it slide! I've filed a formal complaint with the Better Business Bureau (BBB) to make sure this unfair practice is brought to light. If you're facing the same problem, I encourage you to do the same. It only takes a few minutes to file a complaint online through the BBB's website, and it's a great way to make sure your voice is heard. Companies like Spectrum need to be held accountable for their unfair billing practices, and the more people who stand up, the more likely they are to change their ways. Let's make sure Spectrum knows we won't be taken advantage of! Search BBB on google to file a complaint. Let's hold these crooks accountable! read more

Went in to exchange some equipment and thought I'd be there forever. Was very fortunate to have been called by Alex C. GREAT customer service and very friendly and efficient! What more could you ask for? Need someone to help at this location? Ask for Alex C. From Detroit! You won't be disappointed. read more

Wow 85 characters not enough for what I have to say first if there was a negative star that is what I would pick. Short a sweet I regret ever moving over to spectrum 1000%, I moved over back in May and since then have had one issue after another from adding an iPhone to my account when I don't own an iPhone, to representative not knowing how to complete and file a claim for their customer's, from finding out I have been paying insurance on both my Samsung and when I file a claim and it denied due to wrong information added to my account. I have just had it with spectrum. Any lawyer out there want a case. Again I have had it. read more

Fixed internet issue. Knowledgeable on where the issues were occurring and quick to fix them.

Reviewing the kapolei and Mililani stores for mobile service. Obviously 2 different associates. I just got the feeling like they just wanted to do the bare minimum. One just went through the motions and I left the same way I came in. Issue not resolved. The second one did not want to take the time to check if phones I was interested in was in stock. I switched ftom AT&T to save money. That I did But Spectrum stores need to step up on their support after the initial sale. If they raise their prices on my plan. I am looking for another carrier AT&T had great service but they were too pricey on their plans read more

Upgraded to 1gb of internet speed haven't seen a gb or even half of that for months. Can't get service restored, workers are lazy and don't want to do the right things to set up my upgrade. That help line is horrible they all ask the same questions, while being able to look and see your internet is dwindling. They offer no help and have a sense of self justice when dealing with irate customers. Worse experience I ever had First review I've ever written. They shamelessly ended our chats because I said a bad word. Im shelling out money to a company that rep for. I'm allowed to cuss stating my frustrations. So myself issues don't get resolved and I'm still spending money to get nothing? Wtf, if another internet provider was in my area I would use. Spectrum sucks, their customer service online and in-store sucks. Their workers not all, just most in this area are lazy. I actually was listening when one guy said he didn't want to do all this and I just let him go. I never called spectrum again. I hate dealing with them and their services. When I had 400 mbps I never got the full 400, but I rarely fell below 200. Now with 1000. I'm always at 10. read more

over 45 customers waiting at any given time with the only 3 customer service guys working. I checked in @ 2:30 pm via SMS message and was # 34. 1 hour and 45 min later I was # 28. OMG. SPECTRUM MANAGEMENT!!! Listen up!!!! you need more customer service staff working on Sundays. Having to wait 3 to 4 hours for a simple transaction or to just return equipment is RIDICULOUS!!!!! read more

Ah, Spectrum, how I loathe thee. My building has both Spectrum and Hawaiian Telcom as ISPs. When I first moved in, everyone told me to get Spectrum. The apartment was already wired for Spectrum, so I called to place the order, then swung by Ala Moana to grab the equipment. The internet service itself was absolutely awful; I would have to restart the modem and/or router almost daily. When it did work, it was OK but not great. My landlord at the time had me move into one of her other apartments in the same building. I called to transfer service to the new apartment, then carried the equipment Spectrum provided to my new apartment a few floors up. I plugged it in and everything immediately worked; no Spectrum employee ever came out to my building. Spectrum charged me a $25 fee for the service transfer. Again, no one from Spectrum ever came out to my apartment. I initiated an online chat, where I told the CSR that I was not informed of this fee; I also brought up that other than a few keystrokes, Spectrum did NOTHING, yet still charged me the $25. The chat CSR essentially told me to check the fine print, and that Spectrum was not required to inform customers of fees being charged. I called Spectrum and told them the same thing, and the phone CSR said essentially the same thing that the chat CSR told me, "check the fine print." Prior to the phone CSR telling me this, I told the phone CSR that I was not informed of this fee when I called to transfer the service. The phone CSR stood firm, stating that I needed to check the fine print. I called Hawaiian Telcom and AT&T to get prices on comparable services; they were cheaper than Spectrum. After setting up the installation appointment with Hawaiian Telcom, I paid off the iPad installment plan on Spectrum's website, then called to cancel service. The CSR who I got offered to waive the $25 fee; I told him it was too little, too late, and I was able to find better service elsewhere. When I went to Spectrum Ala Moana to return the equipment, I spoke with a Spectrum supervisor. I explained to her that I was not informed of this $25 fee; she shrugged and said, "it's in the fine print." I had internet and a data plan through Spectrum that was ~$85/month. If anyone from Spectrum corporate is reading this, I hope you're happy that you got that $25. To any Spectrum customers, please be aware that it is Spectrum's position that they are not required to tell customers about fees upfront; instead, customers are expected to read the fine print for any fun little fees that Spectrum may assess. read more

Spectrum is so shady. They've been charging me an extra $100 a month for the last 5 months for a service I never ordered, used, or was even aware I had. If you do dare to use this dishonest company, beware and watch your statements closely. I was being charged $195 a month for internet only, when I asked why they claimed there was "a TV service ordered from an Apple device." I never ordered it, the customer service said that if you click on Spectrum TV or download the app that it AUTOMATICALLY orders TV service. I never even realized this was something I had done. I even checked after speaking with them and I didn't have the app. They said there was nothing they could do and refused to help or refund anything. If I could give this company zero stars, I would. read more

Horrendous customer service. 1 employee working during peak hours on a Sunday is unacceptable.

Spectrum aahhh yes it's a love hate longest relationship I've had and so difficult to live without. Service yes they absolutely do their best to make things happen for you with adding or changing services in a heartbeat or the most common old box/remote. I've had issues when this genius though to just switch over to a different tv :/ POOF! No cable with their help instantly solved...that they do amazing and I pay my bill here as well no need to stand in line just let the person at door know and done in a few seconds. Yes I know everyone's issues that I agree but this is about the convenience this place offers and unlike other places they don't ignore or give you problems if you decide to drop a service or make changes, great helpful staff. Thank you!! read more

Spectrum - Television Service Providers Near Me - Honolulu, Hawaii

In-person services during the COVID-19 pandemic has it challenges. Working from home means you need reliable wi-fi service. The Ala Moana Center location is the only Spectrum office currently open. It's in the Ewa wing, street level, opposite Foidland Farms. Check the Spectrum website for current hours, which have been modified. Appointments may be made online. We lined up shortly after 12 noon, when it opened this Sunday, behind about ten other customers. A cheerful customer service representative (CSR) came outside to take our names, adding them to the queue. Only 15 individuals are permitted inside. After a short wait, we were allowed inside to enjoy air-conditioned comfort - hooray! You can watch your name move up the digital board to see when you're next - it reminds me of seeing whether you'll get an airline upgrade, lol. The CSR today was very helpful and professional. So thankful that we are able to get problems addressed in timely way. read more

Spectrum - Current hours and policies during COVID-19 pandemic, Nov 2020 - Television Service Providers Near Me - Honolulu, Hawaii

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If I could give a 0 for mobile service I would. I've spent hours and hours on the phone with spectrum regarding my account I switched my mobile number over to them and they can't seem to figure out what's going on with my account. They said I needed to wait 7 days for the review team to review it causing me to miss a lot of time and work since I rely on my phone for a 90% of my work read more

Just called to cancel my spectrum business line. We never had problems with our phones before until we switched to spectrum in hopes to save some money. However, some phone calls would get cut all of a sudden and patients could not leave voicemails. The problem was consistent with these patients. We've been reaching out consistently over a month to try to fix the issue. Problem was escalated to the engineering team TWICE, and not once did they call us back in the allotted time they gave. They shoved the problem onto other phone companies, even though one phone with issues has spectrum. We have lost too many patients with this ordeal. A few of the workers were nice and doing all within their means to try and help us, but each time the problem was elevated, the ball was dropped. Very disappointed and frustrated. read more