After 8 years of dealing with this service I can honestly say I have given up and not sure if I could go with no star or I would. Customer service sucks! I have paid my bill faithfully. They have turned my service off 4 times with no warning. For 5 years they took my automatic payment even when the CC expired. We all know CC expire within a couple of years. Never did I have to update because the card alway renewed with the same number just a new expiration date. Then with no warning they turned off my service because my CC expired. Nothing changed but the new expiration date. There was no need to turn off services. I needed to do this and do that etc to get payment or I got no service. Ok so I put CC in got it turned back on. Next month they cut it off saying no card was in the system. I put it in so I know it was in. Again I put the card in. Same thing they cannot put it on due to no card in the system. All this time I am dealing with some dude Dan who kept insisting I had to give him my CC number on the phone. I refused and told them I would have my bank Chase send them a check monthly. Knowing their bill comes in on the 1st monthly I try to send them a check early knowing it will take longer. I have NEVER not paid them. Over this past year they have turned off my interenet twice after the bank paid them. I had to call to have tech at night to hear them tell me I did not pay my bill. AGAIN NO WARNING. To get service turned on I had to give a CC number to get the bill paid. Meaning both times I paid twice. Mind you I had receipts from the bank that payment was sent. I got absolutely no result from Billing except to tell me they would give it to their higher ups. Well that never happen. I had to call the bank both times where the bank had to stop payment. The speed is not what you pay for. I learned this after having a speed test done. The service is sketchy in and out all night and when you call tech they blame it on your router. Yet if you call them enough it stays on for 2 days. read more

There are two primary factors for deciding this review: 1 - Not delivering what the company advertises (99.9% uptime and 3-5Mbps download speeds) 2 - Terrible customer support We've were customers of Aloha Broadband for several years. We have had their service at multiple locations and paid for their upper tier, supposedly high speed internet in Puna, in hopes of having reliable internet for working remotely. Their service has been consistently poor, with frequent dropouts, multi-hour service interruptions without any warning or explanation, and terrible customer service. Aloha Broadband provides internet to areas that cannot otherwise get internet, though at a relatively high cost to the customer. In comparison, Oceanic Time Warner (who provides service to Aloha Broadband) offers plans of 3x+ the bandwidth, for 1/2 or less the price. Residents of these areas don't have a choice unless they are willing to settle into a 2 year contract with a satellite provider and have limited download caps. EDIT: a competitor, BAMF, is now offering better service in the Puna area. Speeds with Aloha Broadband are sometimes near what plan we have paid for (between 1am-7am), but 90% of the time, they are not. Aloha Broadband argues that the speeds are not guaranteed, and that the bandwidth is 'shared'. That means that they oversell their bandwidth. They front-load for quick downloads of websites and email. But this is unreliable for video and large downloads. They falsely advertise what they're offering. And, if you're further down in the chain of their towers, you get what's left after everyone else. Being someone who works remotely and requires a good internet connection (tech support), I contacted them several times about issues with their service. The number they offer is redirected to an independent and unaffiliated call center which does basic troubleshooting, then tells you someone will call you back for more complex issues. They say they can tell if there is downtime with the service and have always claimed it's been up 100% of the time. After contacting them several times, having jumped through all of their hoops, they blocked my phone number and sent me an email to tell me they'd take my money for their service... but, that they would no longer offer customer support to me. I've since moved, but have been told the phone number at the residence I was at is still blocked, years later. read more

Very bad service. They keep blaming a third party they use to connect to the internet. Our bad service is out of our control Yeah that's a good one. Plus they have no physical office to go to. It's a virtual business and you have to call them with any problem. The bottom line is the service sucks and they don't seem to give a shit. read more

We were an Aloha Broadband customer for about 9 years because there was no other option. To say the product and support are awful is an understatement. We had their Plus $80/mo. plan. It is advertised to be 3-5 Mbps but our average was closer to 2-3. My last speed test was 1.88. After about 6 months of waiting for their new alleged "Ultra Plus" 10-15 Mbps plan and being BS'd and postponed month after month I became determined to find an alternative. I did and you can too. I discovered that in 12/16 T-Mobile completed broad implementation of their new L700 (4G LTE, Band 12) transmitters on the big island. This frequency travels farther and penetrates buildings better. I dumped AB, subscribed to a T-Mobile "One Plus" plan, bought an iPhone 7 which supports band 12 and using it as a hotspot, our speeds jumped to about 14 Mbps and consistency improved significantly. Randomly testing in HOVE I seen close to 50 which is bumping up against cable speed. Let's put Aloha Broadband cost in perspective. $80 gets you 3-5 Mbps (they could not deliver their advertised 10-15 service to us). Hawaii Telcom offers 10 Mbps in Kona/Hilo for $10, or $1 per Mbps. Assuming 4 Mbps average, AB's cost is therefore $20 per Mbps, best case. It's tricky to calculate our actual T-Mobile internet cost since it's part of the phone plan, but to get 4G LTE and 'unlimited' data costs $80/mo. So, for the price of AB's 3-5 Mbps plan, I get a mobile phone with unlimited talk, text, data, and internet for the same price and internet is significantly superior in all respects (video streaming, VoIP, etc.). If I use the cost difference between phone and the unlimited 4G LTE data plan, $30, I pay $2/mbps, or 1/10th the cost of Aloha Broadband. There is a catch with mobile plans... "Unlimited" data isn't unlimited according to Webster. Depending on the carrier, they reserve the right to throttle you at some point and depending on your plan. As I write this, it's 30 GB with the "One Plus" plan. We routinely use more than 100 GB/mo. but have seen no evidence of throttling because, T-Mobile tells us, Hawaii is an uncongested area. Also, note that 30 GB is the top 3% of internet users so unless you are streaming a lot of video, it's unlikely you will exceed the average data throttle threshold. It will get even better. By the end of 2017 you can expect to see 5G appearing. 5G is potentially a hundred + times faster than 4G LTE. All mobile phone companies have announced adoption of 5G. If you are fed up with Aloha Broadband, talk to your mobile phone provider and don't be surprised to find you can probably get a significantly better ISP at a much lower cost with a 4G LTE hotspot or 4G LTE modem. read more

Quick customer service if you contact them by email. they gave me a repair appointment within two days of my email. The customer service rep who came out was clean, friendly, intelligent, and very effective with his repair. Best of all, this company does not tack on hidden fees or make unauthorized dips into my bank account like the other satellite companies have done. This is a company I can trust. read more

I have been a customer for over 7 years, and I love their service. They are always quick to respond to any issues that arise. I was lucky to recently upgrade to the new Ultra antenna, which has significantly increased my internet speeds. Thanks to Larry for being an awesome tech, and getting me taken care of. read more

I've been a subscriber of Aloha Broadband for a couple years, and I can unequivocally say their customer service is the worst I have experienced. They have no status page on their website and while it's nice to actually speak to support people on the phone, they can't help in any way; they simply create a ticket and pass it on. Return phone calls usually consist of 'we can ping our router in your house just fine', or 'I'm getting X down on your line, you should be fine', or 'let's wait and see if it clears up', or 'the neighbors trees are causing your slow speeds', which is especially interesting, since the trees were there always, and aren't any taller/fatter/thicker. And while their customer service is bad, it's especially infuriating to pay for a service (ultra 15-18mb down) and be very very lucky to ever break 4-5mb down. Further, they've finally told me (after literally a dozen phone calls regarding dropped coverage and slow speeds) that they will no longer support upgrading the hardware (or software) in my area, since broadband will be available 'in the future'. I had to push them to hear them finally tell me the truth. So I'm left with zero support on a plan that wildly under-delivers. Overall, my assessment is: - In it for the money, not to serve customers - You NEVER get the speed you pay for - They aren't transparent with their customers at all with regards to their business Save yourself the heartache and look elsewhere for your net connection. read more

The service is awful !!!! internet dropped 3 times while I was trying to get to here to write this review, Aloha Broadband is very expensive for the service they provide, It is never their fault when their service fails, Its a third party or your equipment, there should be some recourse for those of us STUCK with them as a Internet provider. read more

Is very slow from 7pm to 10 pm over sold in the Sea view area were I live. Would dump If there was another but not yet.

I've been a customer since 2010 and Aloha Broadband is an excellent internet provider. I live atop a mountain and they have made it possible for me to have internet which is very important as phone signals aren't guaranteed. They've gone out of their way to ensure I had the proper equipment to pick up signals. Recently, we had a power outage in Ocean View starting on Sunday the 15th. We had terrible weather with rain and fog and after calling it in, they were aware of the situation and had technicians out troubleshooting. They have the best troubleshooters who will work extended hours and even in bad weather to get service going. We waited patiently because I knew these guys were on it. Well, service was finally restored a few days later but, I know how hard these guys work and appreciate all that they do. As I said before, internet is essential in our household. Great service, great company, support staff and technicians. And reasonable prices. Mahalo Aloha Broadband for job well done! read more

We have been customers in Mark Twain Subdivision, for over 2 years. For the past 2 weeks, around 7:30 pm. the service slows down to about .5 mbs. I am paying for 4,5. We have had problems on and off since our service started. With every new customer, the band width is divided too much to support all customers. I filed a formal complaint with the FCC, and Aloha did not respond at all. Time Warner cable is only 400 feet from my property, but they refuse to bring a cable into the subdivision. Aloha need to buy more bandwidth, but they refuse to spend the money, making everyone suffer. Not happy at all. read more