The workers here are very friendly and knowledgeable. They can trouble shoot any problem very quickly. The store is roomy and well organized. read more

There are so many workers milling around, but it still takes forever to actually be helped, even for simple things like paying your bill. With only two cash registers in the store, anyone with a complicated "order" apparently can slow things up for everyone else. It must be abundantly apparent to the employees how slow things are - the management should at least make an effort to fix their processes to speed things up. read more

Received notification that my deceased husband had a upcoming bill for Verizon (we never had service with them). Went into the branch with an original certificate of death and Power Of Attorney And was informed I needed a telephone number and pin to access the account. I explained we never had an account so I don't know the telephone number. We called customer service which took 45 minutes and got a extreme rude rep who kept asking how do I not know my own telephone number. I had to explain to her 3 times the situation only for her to tell me she can't do anything without a phone number. Called back, waited another 45 minutes. Rep said I need to submit my POA to their POA department to be added to the account to make changes to it. So if someone who has an account there is dead, and I have proof, I still need to go through all of this to close it? Ridiculous. AT&T I walked in with the original DC and walked out 2 minutes laters, super easy and friendly agents. Verizon's policy's are ridiculous, even if you're dead they still keep your account open. read more

If you're shopping for a new carrier, DON'T GO TO VERIZON! If you're with VERIZON, SWITCH!!! They are over priced, over rated, and have the worst customer service! I'm back to T-mobile, with unlimited everything, got a free tablet, and pay $80 less per month! read more

Not enough staff! Their is always a long wait to even get any help. I'm currently 25 minutes and waiting still haven't got ant help!

VERY DISSAPOINTED with my visit today at Verizon. Purchased the Samsung Galaxy Note 7 through Verizon. I found out about the recall through the news, NOT Verizon. Went in today to Verizon's Kapiolani branch, and the guy who helped me told me if i was to turn in my phone due to the recall, and swap it out to a Galaxy S7 or the Galaxy S7 Edge, which they did not havr in stock, that I would not be able to swap it back to the Note 7. He then proceeded to tell me that I should contact Samsung directly and see what they can do to service me. In my opinion, if you sell a product, you should be up to date with the information regarding that products recall, and any information as to what the manufacturer will be doing to solve the problem. This customer service agent that attempted to help me, did not have the answers that i feel he should have had. Shame on you, Verizon for dropping the ball. read more

Kudos and 5 stars to Mike Chang; 1 star to help desk for years of mishandling and incomplete handling of my account resulting in questioning whether I want to continue w this company. Years ago I had successfully resolved a fraud issue on my SSN. The home office didn't complete the process for years I've had to explain and contest to get a new phone. I AGAIN was routed from one person to the next, to collections, to fraud. Grrr! Finally - after almost an hour on the phone - I THINK the fraud case is closed. I still haven't received the letter explaining or confirming it despite requesting over the phone, on line and in person for that confirmation in writing. I was told my new phone was approved but refused to let the person on the phone off until the order went thru - which it DIDN'T. Took another 5 minutes before the approval went thru and I could get my phone. Any compensation for corporate screwup? NOPE Each time I've gone in the front line salesperson has been great and the saving grace of the company. Each time CORPORATE has SUCKED in providing prompt professional customer service. read more

Everytime I have issues with my phone, I always make sure I go to this Verizon. By far the best service out of all of them. I always go to this guy Jamil who is beyond helpful when I have phone issues. Going to Verizon is no longer a dreaded task for me, thanks to Jamil and other staff at this location. read more

They need to be better prepared to fix a broken screen protector they give terrible excuses if you are the manager pls fix this

I come here just buy a SIM card. Beginning they said 30 min . I be waiting 1hour and half. They said ten min . After ten I ask again. Still have ten minutes. 30min after they said one person before you. read more

I've been a verizon customer since college (over 16 years!) had the best experience when I switched from android to iPhone two years ago- Jamil J helped me through the process and made it painless! I've been loyal to iPhone since. Thanks Jamil! He also sings and plays drums, hehe! read more

Every time I go to Verizon Wireless I always get the best customer service from Jamil. He is always so helpful with helping me resolve whatever issues I am experiencing with my device and makes really good recommendations when I am ready to upgrade my phone. read more

When I upgraded my iPhone 5 to iPhone 6 Plus, one of the sales agents explained several offers such as iPhone 5 trade-in, and "accessory credit". I successfully made trade-in deal and received $200 credit. I was happy with it. The problem was the second one, "$100 accessory credit" I was advised that I would receive $100 credit if purchase at Verizon store or Verizon online. ($200 total for me and my wife) He recommended a Mini Jam box Bluetooth speaker (about $150 on sale) and decided to purchase it together with other accessories as we would receive $200 accessory credit. I asked him when we would get the credit and he said "do not know" (it was unusual, but just trusted him.) 4 months has passed, but nothing happened yet and I made an appointment with Verizon and asked a female agent about this credit, but she did not know anything about it. I asked her to confirm with the the guy who had took care of us last time. Surprisingly, according to her, he did not know, either. I left the shop with anger. I wrote a letter to the General Manager of this store about this, but no reply at all. We purchased accessories such as a speaker, phone cases, screen protectors at Verizon even though we could find better deals at Amazon as we were to receive $200 credit. Is it a strategy to fulfill his sales goal? I am happy with Verizon's service, but hard to give up this matter. read more

I have been a verizon customer for probably 4 years at least, and my plan had lasped so I was on a month to month basis. Since my phone was so old I decided to look into the Iphone. I first visited your Pearl City Highlands store, and was greeted by your employee Sharon who directed me to a sale rep. The following week I visited an AT&T store, and the emplyees seems much more accomodating. Since I felt the customer relations was much better at AT&T I signed up with them, not that I felt anything bad about Verizon. Well AT&T were not able to download all my contacts onto the new Iphone, and they suggested that I visit the Verizon store again to see if they could help me. The following day I walked into the Verizon store again at Pearl City Highlands, and again Sharon greeted me. I told her that I now have an AT&T phone, and needed their help to transfer the contact date. She immediately said very loud three times "Why did you go to AT&T", I was a little taken back and asked her if they could help me. She very rudely said that they can't help me. So I asked to see a manager, and she said OK, and when looking for one. She came back a few minutes later and said that they could do the transfer but it would cost $20.00 which I had no problem accepting. As I left the store, I mentioned to her that you can't treat customers like she did, and that even though Verizon is a very large company, the true test is customer service. I mentioned to her while I was leaving that I would never do business with Verizon because of her attitude, and instead of appologizing she said very rudely "fine, have a nice day" Watch out for Sharon everyone. Not only will I not do business with Verizon ever again, but I am on a mission to tell everyone I see (and I am in sales) that Verizon is one of the worse companies to do business with! Mahalo, BVA read more

This place can be a hit or miss with customer service. Sometimes it can be very crowded so the workers are working at full speed and sometimes cut corners. In total I bought three phones from these guys and they all are working fine and I have no problems with the phones or with the service. read more

Trade in iPhpne 5s at Kapiolani office and got receipt and gift card worth $325. Waited for over 6 weeks but no E mail or no envelop from Verizon. Called trade in service department and instructed to visit local store since I trade my phone at local store. Found out gift card was sent to someone else and it was already used. Local agent told me to contact customer service which I did and the customer service instructed me visit local store again since transaction was done at Kapiolani store and they made a mistake. They made me back and force circled around and finally manager admit it was their fault. Store sales clerk lack of knowledge how to handle problem like this. I will let my contract expire and switch to AT & T next time. . read more

My phone couldn't find service and because of a few dings, the staff didn't feel it would qualify at Apple to be replaced. CSR James spent 30 minutes trying to get it to work, couldn't and spent an additional 30+ minutes on the phone with a Verizon tech trying to solve it. Much appreciated. Also noted was who I believe was the manager on duty, Jeff who greeted and helped every single customer as they walked in the door. I've spent 7 years in customer service and I was very impressed. Also gave me an early upgrade since they couldn't get the phone working. Mahalo James and Jeff. read more

James was awesome! My touch screen on my phone stopped working and couldn't get it to turn off or anything for two days, so walking into the store today I thought I would need to buy a new phone. So it was pretty cool when we were checking in with James and he was able to reset the phone before we had to do any waiting at all. Phone good as new and we were in and out the door in two minutes. Thanks James! read more

Verizon customer service deserves 10 stars. I used to be with a different phone carrier and had issues with my voicemail. The issue kept occuring and each time i tried to get help from my business rep he would tell me to call 611, go to a store, or google the issue. He even told me to go to the apple store and talk to them. So I did all of this and went to apple. Of course they told me thats a phone carrier issue. Everywhere i went they told me it was the other guys fault. After weeks of dealing with this issue on my own i was ready to explode. I run a business, i don't have time to call 611. Why should I have to do the leg work, thats why i have a business representative, right? Luckily, Eric Chavez (the verizon business rep) happened to call my office to see if he could meet with me and see what Verizon could do for my company. He was really like an angel sent from heaven! Everything happened at the right time. He came in and explained he would be my business representative and if there were ANY issues he would be my point of contact. He would be the one I call if I have any problems, he would find out what the fix should be, and he would be available to make sure I am taken care of at all times. Not only did I get that guarantee from Eric, but he even let me know construction companies get an automatic discount just for being in construction! Plus practically anything I find online or at a verizon store is eligible for 25% discount! He even gave me demo phones to try out for a few weeks to see which new phones I wanted to get. I didnt know that was even an option! My goodness verizon just kept looking better and better. My only concern was the cost of the transition, moving carriers meant ALL NEW PHONES. Eric worked out the numbers and offered us options to offset the costs. With the monies available from the buyback program and credits he gave us to help off set the initial costs, it was a no brainer, our entire company moved to Verizon. I did get worried that Eric may stop providing the same service I experienced BEFORE he got my business, but he has been just as helpful, responsive and caring since the first day I met him. I use my phone to its limits and run into "issues" regularly. Eric hears from me at least once a week for big or little issues and he ALWAYS gets back to me with a solution or a suggestion. Only if he really can't find a solution is the answer for me to call customer service technical support. They have more insight and can troubleshoot with me on thespot, something he is unable to do. I really can't explain how terrific Eric is, he has been so good to our company and helped me through so many weird problems. I feel bad that I bug him so much for these problems, and I know he must dread my emails and phone calls, like what now???? But he never once showed any sign of irritation or made me feel like I was a bother. He really is the BEST business representative from any company I have worked with. Friendly, responsive, knowledgeable, what more can you really ask for?? If you are not with Verizon you need to call Eric! Beaux Shumway at the ala moana store is another angel at verizon. I went in to the store to swap out my Sim card and see if this may help my issue and thank goodness Beaux was the one to help me thay day. I want to note that Eric Chavez offered to come to my office to do this but since this store is very convenient for me I told him not to worry about it. Well, Beaux was able to answer a lot of the questions I had regarding my phones, emails, bluetooth, etc -- he really knows his stuff! I joked he should come work for me and be my IT guy! He gave me a lot of good advice and even gave me his business card and said if I ever have any questions or issues I could call him direct. Wow. I sent a text later that day thanking him for all his help, only for him to tell me he was home from work RESEARCHING online to see if he could figure out more since he didn't have a solution that day we met. He is not a business representative and he has no responsibility over my account, yet he took it upon himself to take his own personal time to research my issue. Even though we are still trying to figure out a weird issue, how can I really be mad?? Technology will never work perfectly, when an update fixes one problem, it creates another. I am trying to accept this fact, haha. But in the end what it comes down to is the service and reliability and you cant beat what Verizon offers. Everyone at verizon really tries their best to help in any way and go above and beyond what is expected or required to service their customers. I have fewer dropped calls, i can make it over the entire H3 wothout a drop. It may break up a little, but i make I even make it through the tunnel! I have had nothing but excellent experiences with this company and recommend them 100%. read more

I came in here because I was tired of my current carrier and wanted to port over two numbers, 1 personal, 1 business. I was thinking of getting two phones, both being the Galaxy S9+. Sean helped me out. Now I think the technical details were a little complicated but Sean was able to break it down for me. He also listened to hear what I NEEDED, and didn't just try to sell me two phones. Instead he suggested I merge both numbers into one phone and use One Talk to manage both numbers from one phone. I cannot tell you how much I hated having two phones so to streamline them like that was like manna from heaven. He also was able to get me a decent deal overall on the purchase price of the phone. I'm paying slightly more then I was with my former carrier but because Sean gave me all the details, and was upfront about everything, that's worth more to me than empty promises that are cheap up front. My last provider lied to me about a leasing option and being able to keep the phones. At the end, I had to pay $300 extra that no one told me about initially when I leased them. So I'd rather pay a little more for no BS. Oh, and Sean also was helpful after the sale, he didn't just take my $$$ and run. He helped me set up the phone, deal with the porting and even offered to come in on his day off to help. And, I had to come in another day where he even cut his lunch short to work with me. Oh, and the story still has another happy ending too. Sean got me a trade in credit of $300 anyhow towards my new bad a** phone. Now I'm on a better plan, with a better network and got a go to guy that's got my back. That's worth more to me than the few extra bucks a month I could save with the other carrier. I am very pleased with the stellar service this location provided and will be sticking with Verizon for many good years, I'm thinking. read more

They lack in customer service I've sat for an hr waiting to activate a new service its in the heart of wikiki youd think staff would be in abundance read more

Verizon has horrible customer service and they will rip you off whan possible. Who pays $666. for 5 weeks of internet service?! They gave me a defective device and refused to admit it after many attempts of communicating with their tech people, and all I got were robot people with a design to evade responsibility for the bad devise and demand payment. EVIL! Stay away! read more

The staff that works at this Verizon store is top-notch. Over the last month my family has been to the Verizon store close to a dozen times as we'd explored options for combining accounts from two different providers, traded in devices, and ordered new iphones. We changed our minds several times, and as a result were in the store several times. At this point, the staff teasingly recognizes us. Shoutout to Emily who checks in the customers with a smile and good knowledge. Our favorite sales rep is Johntin, one of the most effective sales people I've ever worked with. He's personable, knows what's he doing, makes great conversation, and quite funny. We changed our order twice, and he didn't complain about doing all the extra work, and kept at it until he got the complicated order to work. He maximized our benefits, and added a discount for place of employment I didn't know was available. He works hard to make us feel comfortable and served, even after a long day and when we were being "those customers" that changed their minds again. Talented guy - his bosses are lucky to have him and I'll bet he has a successful career in whatever he does. There were two other employees who helped us during our journey. I don't remember their names, but they were equally friendly and helpful. Parking: either on the street, or in the walmart garage and walk over. There can be a bit of a wait, but the staff does their best to move things along. read more

Awesome experience, usual wait time, but it's all good... If you're looking for someone down to earth and who cares then look no further then Sean. He helped us with an early upgrade, told us about special offers that related to our account. Ended up walking out with a bundle and a new iPad mini (that was shipped in) for a way way cheaper price. He's the go to man forsure!! Thanks again Sean! Forreal tho just go to Sean! Haha read more

Awesome and fast customer service. I was helped by Nihn (hope I spelled that right). He was amazingly kind and helpful and got me the best deal I could get with my beat up phone. I was feeling especially ill that day and he was kind enough to wait and let me get some fresh air outside for awhile before finishing up. When I came back inside he made me feel extremely comfortable, even though I felt horrible. Truly great store and customer service. Mahalo! read more

Horrible customer service. Assistant Manager JP very rude, unfriendly and arrogant - not helpful at all and not interested in problem solving. Never had problems before and Verizon usually helpful. Not in this case, which is very unfortunate. Verizon should send this assistant manager back to customer service training. read more

Made an appointment before hand to just ask a simple question about my Verizon account. But even with an appointment they made me wait for 30 minutes while I counted 7 employees literally doing nothing. This is a marketing scheme by Verizon to get you to buy stuff from their store while you wait. The customer service is horrible and after I finally got to talk to someone at least they were honest enough to tell me that they don't even use Verizon for their personal cell phone. They use AT&T which I will be switching to as soon as my contract ends! Thank you Verizon for persuading me to use a different carrier! Updated Review Latest Response from Verizon: "Brian, I definitely don't want to lose you! I know your time is valuable and I certainly apologize for the wait time. I have already forwarded your experience so this may be addressed accordingly. Thank you." My response: Verizon, Thank you but I have already ported two of the phones on my family plan to AT&T. However, I was not told that if I port phones to another carrier a day after your bill cycle ends you have to pay for those phones for the rest of the month!!! It's like paying for something that you don't even own!!! If I had known that then I would have ported them a month later since I am still going to have to pay a month for the Verizon "service" on top of the AT&T bill. And no one in your store told me about this when I went in twice to ask about porting phones to another carrier. Thank you Change.org for starting a petition to abolish overage fees. Please sign the following petition: https://www.change.org/petitions/wireless-carriers-abolishoverages-att-verizonwireless-and-sprint Verizon has not responded to this petition. read more

My experience at Verizon PGT was excellent! Jonathan - Solution Specialist assisted me with all my issues n questions with my phone. He made sure I understood setting up my phone, downloaded apps I was interested, n most importantly repackaging my defective phone so I don't get charged $500. Also, he introduced the JBL Pulse speaker to me n setup my phone to speaker n demonstrated how to use it. This really helps me as I am a Zumba instructor who needs quality equipment! In addition, General Manager Jeff recently moved here from Reno also made sure I was satisfied with my product n service. His concerns made me comfortable n stress free! I would highly recommend this location, Johnathan, n GM Jeff! read more

This Verizon store offers you more than just cell phones. They have the latest smart watches, Fitbits, headphones, speakers, and even a new gadget that they are offering for your car. It's called Hum. I got sold on it when they told me it tells me what repairs I need and a ball park of how much the repairs will costs me. Including road side assistance. The customer rep that helped me out, Kimberly, did a great job. I came in for 3 new lines and came out with a go pro, gear watch, Fitbit, studio headphones, hum and accessories for my phones. Enjoyed the experience and she was very sweet and polite. I would recommend everyone to this store. Even if it's just for a car charger or for a new line and some new gadgets. Thank you!! read more

Disgusting! You'd think you'd hear that from an eatery, but it's possible here at this Verizon store near Ala Moana. I went in to export my old contacts (which should only take 10 minutes without the waiting), but the guy (bald, with a beard) was really gross. He wiped his oily nose, then sucked on this finger, then touched my new phone ... talk about unsanitary! He then browsed my info for half an hour on the computer (probably a stalker to find out where I live) and told me he couldn't do it (despite his so-called 'experience for several years'). ---------------------------------- End of the story: I got my friend to do it online for me in 10 minutes. What sucks about Hawaii (I'm a local) is that most of the time people get hired because they got connections or because they're from the mainland. There's a bunch of people who are more capable (and sanitary) but don't get hired for lots of reasons: they're too young, they're women and will someday have babies, or sometimes people are just plain racist. All that Ohana crap from "Lilo and Stich" is just a Disney fabrication to fuel the tourism industry. Rants aside, we're stuck with lots of incompetent, ill-mannered idiots, and sometimes it's up to our own selves to find any reliable transactions. read more

Before leaving home I visited three Verizon stores for information on overseas calling before the trip. Two knew nothing and one finally told me about their $10 a day plan. On our stop in Honolulu I came across this store near Ala Moana Center. I stopped in and talked to Andrew. He was so knowledgeable. He fixed the problem I was having and made further suggestions for the rest of the trip. PLUS he changed my plan to save me money each month. Now that is customer service! read more

I was having a problem with my Droid. When I walked in the store, there was a lady waiting right there to type me into the computer to be next in line. What line..there was none, so I got help within a few minutes. A nice guy came over and took my Droid to the back and within minutes had it fixed. When I explained I was having a charging problem as well, he took it back to check and found that my charger was bad. He had me a new one and even let me open the box and try it out to be sure it worked. Thanks! I have my phone back and my 4 year old did not have to be sitting there for an hour while I got help! read more

After being a LOYAL Verizon wireless customer for over 20 years, I was disgusted after realizing that I got sold a "new 4GS iPhone" for $785, full RETAIL price, although I had an Apple Care warranty, when my phone was damaged while on business in Hawaii. The salesman certainly was NOT interested in what was "best" for me (their good & loyal customer), but in selling me everything under the sun that he could. I've since learned that a replacement phone should have been given for $149. EVEN WORSE: Verizon customer service will NOT stand behind this, and I'm DONE WITH THEM! I have better things to do than to throw away $636 to Verizon. AT&T has been begging for my business.... looks like they have a foot in the door now.... read more

I switched to Verizon from sprint in august of last year. my parents have been with Verizon since I can remember so after having such shitty service with sprint I knew Verizon would be the answer to my prayers! I have had ZERO problems since switching and I even pay less than when I was with sprint...who knew!! but i have a phone and service that actually works! Verizon is known to be one of the most expensive companies, but totally worth it. just yesterday my boyfriend needed to change up his plan and get a new phone (seriously) he said he;s had to learn patience from it. lol. since I work right down the street I met him at the store when I got off work. when I walked i was greeted by 2 friendly employees. i told them i was meeting my boyfriend who was already there checking out phones. Emily who had been helping him introduced herself to me. shes so sweet and awesome and helpful! she knows her stuff!! she added him to my plan, and we upgraded the data allowance since im already at my max with 2gb. lol. im actually paying the same price i was before we added him and i get an extra 4 gb of data to use if i need it!! SCORE!! i recommend Verizon to anyone especially my friends with sprint! read more

i dont write yelp reviews ever but this needs to be done. like a lot of people on here are saying, customer service is horrible. employees talk back and argue with you and manager was standing right next to me letting it happen. i was just there to get a phone checked out to see if IMEI was clean so someome could buy my old phone. this guy sounds like he doesnt know what hes doing so i make a suggesetion. then he asks dumb questions so i give a dumb answer. then he says "oh, maybe someone else can help you, you seem to know a lot about phones" in a sarcastic way. im not gonna put up with that kind of bullsh*t as a customer so thats when the arguing started all whilst the manager is just standing 3 ft away not giving a flying f@ck about it. not everyone there is a dumb sh*t though. another guy helped me out and was very nice. i didnt get his name because i was too angry. as he was helping me, i could hear the manager talking to the other employee saying "dont worry about him, he's not worth it" ... what is that supposed to mean? i guess customers DONT matter. this is why i switched from verizon and hope you do too. RUDE EMPLOYEE's name: ZAREH ZARKARIAN MANAGER ON DUTY: BRANDON LANCASTER read more

Verizon - Dumb employee #1 - Mobile Phones Near Me - Honolulu, Hawaii

See all

I had an excellent experience with Verizon. I walked in without an appointment. Reginald helped me right away. He spent about 30 minutes helping me fix my phone. I was very pleased. read more

The store is large, air-conditioned and well-laid out. However what impressed me most was the customer service. I'm from California and I had an issue with my company-issued 'berry while in Hawaii on business. As good as Verizon's network is, dealing with a problem on a weekend with a business account can be a challenge to say the least. The assistant manager (Karen) went out of her way to help me out and helped reinforce "why Verizon" for me. She even went so far as to text me the next day. This was the best experiece I've had at any cell provider store in ten years. Kudos to the store and to Karen the Asst. Manager. read more

Visited this store ready to make a purchase. Unfortunately the guy assigned to me lacked any personality and couldn't readily answer questions about the phone I was looking at. Or even smile during our time together. There was awkward silence unless I initiated a question. On top of that, I felt rushed to make a decision....on a product that he didn't seem knowleageable about. From looking at previous poor ratings, I wonder if the powers that be care about the customer experience. On principle, I will spend my money at a different location. read more

Switched over to this phone carrier from T-mobile. I appreciate as to how they have someone by the door to take your name down so that the next associate can help anyone according to the order that they arrived. I was helped by Michael and he was friendly and knowledgable. I traded in my phone and knew exactly what phone and plan I wanted to get to avoid wasting any time. When Michael showed me my new local number, I asked him that I wanted I'd be relocating soon so I wanted an area code to the state that I was moving to. Michael rolled his eyes and said firmly that he had to go to the back to get a new SIM card. I disregarded his ignorant attitude. As we finished up, he said I was set to go and I was quickly on my way out. As I got home later that night I received notification that I almost used all of my data. I called customer service up to see how that was possible because I had the XL (12) GB data plan. Turned out that Michael only signed me up with a 1 GB data plan. I switched over to the 12 GB with no hassle. The next day I found out that Verizon had a holiday promo as to if you sign up for a new line, you can receive an additional 2 GB if you get the XL data plan. When I called customer service to see if I got the promo, they told me that i didn't because I was supposed to sign up for the data when I opened up my new line. So tell me...who's fault is it that I'm not getting this promo in the first place? After arguing with The customer service, they recommended me to go to a corporate store instead of this store that I went to. I went to one and they were able to get it straightened out. I am still pending word on my extra 2 GB promo. So far not happy with the way things are going with Verizon as far as customer service. May switch just in time before my 14 days are up. read more

I have been trying to get my online password reset for almost three months. I receive "paperless" invoices, which are certainly no good when you can't access the website. I don't have home phone service with them anymore, I just buy domain services so I can keep my email address, so I don't have a phone number. You need either the account number or a phone number to reset your password online. They advised me to use online chat, but they either are not available Hawaii residents during the time we happen to be awake, or can't verify your identity. I finally got someone who said they helped and unlocked my account, but when I tried to log in, still no joy. I even asked them to just turn off paperless invoices and mail me my bill, they still wouldn't help me. read more