My condo had a contract with Hawaiian Tel for cable services. After the contract expired they jacked up the rates. It was next to impossible to cancel services. We ended up owing $600 in late fees. Stay away from doing business with this entity. It is not run professionally or ethically. It's a disgrace to be called Hawaiian. If I could give zero stars I totally would. read more

First off their customer service is based in India, so it's very hard to understand what they're saying. I had made a contract for my WiFi at home and was locked in to a two year deal, running to 11/28. It came out to a little over $40 everything included. Starting December/ January they priced increased another 20% into the billing which included a $5 for paper billing. I called and spoke with customer service and then with supervisor about the breaking of the contract I had with them, They didn't have the policy that I had approved and screen shotted of. It was like talking in circles with them. Think it's time to look for a new company that is not so shady. Too bad a company like this that has so much years in Hawaii has become a shell of its former self. Goodbye Hawaiian telcom. read more

Would give a big fat ZERO if I could. I am done with this company. I had to call them back to cancel the fioptic installation. Then I find out they never canceled my cable tv service at all, like I asked them to do last week (actually last month). Then I'm told ok we'll take off the tv service and your cost will be $95 from $151. I asked why is it now $95 when my bill says you're charging me $85 for the tv/cable service alone? And my internet is $46 and phone is $27 according to my last bill. I was told that is what comes up on his screen. Then he takes about 10-15 min to double check. Comes back with "I can get you to $58". In the meantime he's still trying to upsell me and insisting that to install fioptics they don't have to drill a hole in my wall, even after I told him that's what the tech that came on Friday told me. Then he takes another 15-20 min to confirm what I just told him (requires drilling a hole) was correct. The straw that broke the camel's back is when he said he has to cancel my fioptic order before he can cancel my tv/cable service. It's going to take 48 hours and I have to call back AGAIN to cancel my tv/cable service. I've been trying to cancel my tv/cable service for the last month and am sick and tired of the run around and BS. Apparently their representatives don't know anything about fioptic installation, try to charge you more for trying to cancel services, delay cancellation so they can keep charging you and are basically inept. All they seem to care about is making money off you at all costs. I've been a Hawaiian Tel customer for decades, but after this I am done (it's not the first time I got the run around and BS). If you ever want to cancel services, get/keep a copy of your bill so they can't trick you and charge you more than what you're currently paying. read more

Charges you extra fees for paying your bill from $1.95 online fees to $5.00 fees to process with a telephone assistance. WATCH OUT . Read the fine print. Everything has a fees. ONLY auto pay with paperless bills has no fees. Spectrum has no fees to process your bills. SIMPLE GET RID OF YOUR FEES Same Old Reply: Aloha Tony We are sorry to learn that you have not had a great experience with us. We would like the opportunity to look into any issues and/or concerns you are having and assist in any way. Please send us an email at SocialMediaHelp@hawaiiantel.com, with your account number and contact information. Mahalo, Jode read more

No after hours business support Quoted 3 different amounts for my bill Have been trying to pay my bill since December but all of the information they have is incorrect despite providing the billing information via email. They'll waive fees but tack on fees greater than the fee waived that same day read more

Spoke with customer service asked why we weren't getting mail about our bill anymore? She said oh because we have a online account, so I told her we didn't opt in on paperless billing, my mother doesn't know much about emails and going online she needs those mail billing. Hawaiian tel you guys do buissness the wrong way, no communication nothing! Horrible way of doing buissness! read more

Something is wrong with this company, request more than a month asking them to transfer their wire from the old pole to the new pole that's on my property, but still no work is being done. Contacted them more than 10 times no one can give me a solution. Can't believe how trash this company is. read more

Tried to transfer my service to a new address. Appointment #1, got a time and date with a later text saying between 2-3pm. Call received from technician saying her was at the house at 1pm. Told him I was on my way but he didn't want to wait. 2nd appointment was to be scheduled by technician. I waited for text message day of service. No messaged. Called and no appointment was scheduled by technician. Operator said they would send someone on the next day which is today, a Saturday. No one showed up. Looked at email sent and there is a wrong number listed for me. Strange as technician called my cell previously. This was the 3rd appointment missed. I called, waited for an hour, then drove to Spectrum. HT called me back as I was picking up equipment from Spectrum. This was all for a change of address. I have had HT for 1.5 years. Totally wasted my time. They are also $20 higher than Spectrum. Never again. read more

Our building signed a contract with Hawaiian Telcom. I no longer have a choice about internet provider. I hope they had the lowest price because the television service is TERRIBLE! Speaking to a representative today I told her they get a triple FFF! I called to see if we could use a different remote for the TV. The answer was NO. Sometimes it takes as much as 5 minutes to get the television navigated to the correct app. My go to solution now is to press the Netflix button on the remote and then sign off and get to the page with all of my apps. SERIOUSLY! I found out I can only use the remote provided by Hawaiian Telcom. With other services I can use a ROkU that works PERFECTLY! Hawaiian Telcom are you listening? read more

Just switched from a cable box to Tivo with Hawaiian Telcom. Tivo absolutely sucks. Has a lot of apps and features I don't need (or want) and none of the ones that I do need (and had previously with a cable box). No ability to rewind back to the beginning of a show you are watching. No ability to record entire show from the beginning. There is a short time limit on pausing anything before it starts automatically playing again with no ability to rewind anymore. No ability to do a simple search for a show that may be playing in the future. Cable box allowed you see the last several channels and shows you were watching. Tivo is only able to go to the one last channel and show you watched. And on and on. Hawaiian Telcom won't allow you to switch back because they are requiring everyone to switch to Tivo at some point. Spectrum also sucks but (having tried both) is the lesser of 2 evils. read more

Love my fiber optic internet. Kids can play their video games while I work from home without lag or interference. No more glitchy video calls or waiting for uploads. It's an absolute must have for the summer when everyone is home. No more continuous buffering circles while watching my favorite shows during the evenings anymore either. I'm happy I made the switch. read more

I switched from Spectrum, which gave me such bad service for years. I heard that fiber optics would solve the problem. The picture is better, however, reliability is still suspect. I've gone through many technicians, with some better than others, but none have been able to connect my system correctly. The 100% fiber claim is a falsehood. They still connected me using the old coaxial cable, which I believe has been past of the problem. read more

There has been a downed line in front of my house all week. I've called them multiple times and the rep always says its a high priority and "rest assured" it will be fixed but it's still not fixed. I called spectrum in case it was their cable- they came out the same day! Don't waste your time with them. Stick with spectrum. read more

I switched to Hawaiian Telcom during the pandemic because we had Spectrum bundle for $235/month, and we needed to keep costs down and get higher speed for being sheltered in place. I just went w/ internet because their special was $60/month, we decided to stream the TV apps. Since, the internet has gone up to $90.50 and it's been 4 years, so not too bad. Recently, the internet went down, I phoned, and they trouble shot the issues, and couldn't get it resolved, so sent out a tech. The quickest someone could arrive was 4 business days. That put us out a little, because we stream our TV, but we dealt with it. They said there may be a charge for the tech. When the tech arrived, our HiTel device was four years old, and was swapped out w/ no charge! Good to go, easy swap, and we're all set. It was a pretty smooth transition, and I was thankful to reach someone on the other end so quickly. read more

If I could, I'd give them a negative 5 rating. Giving my parents the run around. After installing the new line, my parents and I haven't had any service such as cable and internet. From Monday, December 9, they have been canceling appointments, and even saying that they'll call back but didn't. We all have appointments to attend to and take care of, but we don't have that courtesy notice or a courtesy call from this company to ensure us that customer care is in its best interest. Absolutely no Aloha to Kupuna, from the technicians to the management. Attached to this review is a bunch of pictures of how the line is installed compared to the old line which is still up and could've been used. They could've used the old line. But when we asked if they could take off the old line, they said that it wasn't their job. Representative Ash, supervisor Vincent, and Lori, were the ones responsible for me making this post. Stop making promises that you can't keep. Also, we haven't had service for a week, and still we are getting charged. No courtesy, no Aloha, nothing from this company. We've tried to have patience and understanding, but your guys service is terrible. Please stop trying to hustle my parents and stop give them a hard time. Now I have to convince them to switch to spectrum. read more

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Hawaiian Telcom is the most ugly bureaucratic sewer I've ever had to deal with. And having an employee reply on Yelp with the same "Service with a (fake) smile" fake apology only makes it worse. I really hope that at some time that PUC will come down on them like an anvil. I have read all the reviews here, and as a very long-time customer I've experienced every problem named in these reviews. read more

We switched to Hi Telcom Fioptics 1 1/2 weeks ago. First technician forgot to install the modem box so E had no phone service. Another technician came two days ago to install another modem with the phone line connection. Today we have no service - internet/TV/telephone connection. Technician on phone was unable to fix the issue over the phone. We have to wait till Monday when another (third) technician comes to look at the fioptics line. This is not acceptable and regret switching to Hi Telcom! read more

stay away!!!!!!! stay away!!!!!!!!! worst customer service by far, phone wait times are a lifetime. any other internet provider cannot be as bad as hawaiian telcom read more

This is the worst nightmare dealing with Hawaiian telcom. Outsourcing customer service No organization Poor communication When you talk to customer service it's like fucking talking to a wall. They don't understand anything you're saying . I fucking hate them read more

I was trying to reach out to customer service but end up waiting more than 40mins for 3 days of calling to cancel the scheduled setup for the new upgraded equipment. read more

Hawaiian Telcom canceled my phone service. That was my fault for forgetting to pay for a couple of months. So, I set up a new account with upgraded services because they begged me to reapply and they offered upgraded wifi and fiber optics at a much lower rate, almost half of what used to pay before. Two months later, I get an automatic charge to my checking account in the amount of the old monthly fee amount! I called Hawaiian Telcom to ask them why my cancelled account is charging me and found out I was supposed to return the router for my old phone service. First of all, they never notified me that I had to return the router for the old account. Not when I spoke to customer service when they were begging me to open a new account at a reduced the cost. Not when the technician came to install my new upgraded service. No email, nothing asking me to return the router or else I will get charged! I have no problem returning the router. My point is, I'd like them to notify me and give me time after that, to return it. The funds in my bank account was for another payment that now may bounce or get charged a late fee. I authorized Hawaiian Telcom to charge my new account but they're saying the are unable to reverse the charge to my old account or put the charges towards my new account. They told me I have to cancel the payment at my bank, Bank of Hawaii. Well, I contacted Bank of Hawaii and they can't cancel a payment once it goes through, even if it's still pending. They put in a dispute for me instead. So disappointing. So I called Hawaiian Telcom back to see if they can go a step further to help me resolve my issue and all I received was a, "Sorry..." They just won't try to work with me to resolve this issue. I have been in the service industry for almost 30 years! The place I currently work gets charges reversed for customers all the time. Same for the market or department store. I think Amazon has the best refund policy! If you didn't get the product, they issue a refund right away! I am not refusing to pay, just charge my other account or another way of paying. I need the funds back in my bank account. If I knew I might have to pay, I would've returned it as soon as possible. They could have issued the return label with a letter, some kind of notification! If they had a service counter like they had before, I would've made arrangements to be there this week! I don't appreciate the less than adequate service! I'm highly considering cancelling my service with them! read more

This is the worst customer service I've ever dealt with in my entire life, which is saying something since I used to have Xfinity. My building scheduled everyone to upgrade our service, but I wasn't going to be on island when HT came by. I called to reschedule and received confirmation for the new appointment. When I got home, there was a notice on my door that they showed up for the original appointment. No one arrived for the appointment I had actually scheduled. I rescheduled again for today. The technician showed up before the agreed upon window of time and I had another notice on the door. Now I have a third appointment. I so wish I could choose a different internet provider. read more

My internet has been on and off for a week. I checked everything, it's either the cable service to the house or their modem. Only one number for tech support, waited 1 hour to talk to someone in the PI. Not resolved after another hour with the tech. No way to exchange the modem, which should be simple. Now have to wait 6 days for a tech, but I start online teaching in 3 days. HT is all about getting customers, nothing about helping customers. This is an immoral company. read more

I have two internet service contracts for Hawaiian Telcom's 3 gigabits per second Internet service. Both services are less providing less than 1.8 gigabits per second. Hawaiian Telcom technicians have come to my house twice and both times stated that the switch on the Hawaiian Telcom end needs to be upgraded before we can get the 3Gig service we pay for. This is due to too many homes connected to the same service hub and Hawaiian Telcom needing upgraded hardware. Hawaiian Telcom is unwilling to upgrade the service or offer a price reduction for my service. Breach of contract with no recourse except to cancel service. read more

Wow, It has been almost 2 years since my last review and they have not gotten any better. The training of their CSRs seem to be from a manual from 2000. They still think routers are dumb pass-throughs. And despite that, they still blame the router each and every time, especially if you are using your own router because hey, then it's not their fault. So my 750 connection has been giving me 280 speeds for a few days. I have a mesh system that lets me do a speed test on the router itself, which tests the speed of the signal coming in directly from the fiber optic gateway. When I explained that to the CSR, he kept saying, "You can't run a speed test via a wireless connection. You need to test the speed at the gateway." I explain again how it IS testing the speed at the gateway. He says, "No, you need to have a wired connection to the gateway." I explain again how the router is connected directly to the gateway via a WIRE. He still says, "No, you are testing the connection coming out of the router, which is where the problem is." I finally gave up and so when he asked me if I tested a wired connection to the gateway, I just said "Yes" because it is true, although not with a PC, even though the CSR just could not understand this. As soon as I said I tested the connection, he goes, "Oh, I'll have to send out a technician." Doh! So my advice to you is just say "yes, yes, yes" to all of their ridiculously simplistic, scripted questions and that will completely stump the CSR and they will send a technician, who actually knows what they are doing. read more

Absolute nightmare . Just moved and the apartment I'm at signed a contract with hawiian telcom so they're the only ones to service us. I had to speak to multiple tech support and they all gave me different solutions but none of them worked. I'm still here in my unit with no WiFi . Absolutely ridiculous and would not recommend these incompetent service. 0/10 would not recommend stay far away from this business. read more

WORST EXPERIENCE EVER! BTW- THIS IS BIG ISLAND - I signed up for the service which required a technician to come connect their cable to the box on my house. It took them awhile to be able to come out to do the install. When the tech did come out, they said that the cable to my box was not the correct cable. This required me to get an electrician at my own cost to get the cable wired into my house instead of having it wrapped around my house. A $200 -$300 out of pocket expense I was not expecting; and I also had to find an electrician willing to do this small job. I then had to schedule another visit for them to deliver said cable. When that tech showed up he was only expecting to do an install, not bring any cable so he went away without doing anything meanwhile I have to schedule another visit for them to bring the cable. Meanwhile I was getting calls daily about my install which I couldn't do because I didn't have the cable. By the time they brought the cable, I could contract with an electrician then re-schedule Hawaiian Telcom to come back to hook up, it took months!!! I called the rep explaining my ordeal. He then offered me a package of 1Gig at $40 for 3 years. I have a receipt dated 10/2025. I recently found out that my contract has been entered at 600 mps at $40 for 1 year, NOT 1 gig for 3 years. I have called Hawaiian Telcom at least 10 times to ask them to honor my offering - 1 Gig at $40 for 3 years to no avail - no follow up, no action to get this resolved, yet I'm being charged for a service I didn't sign up for. I have receipts!! THIS IS FRAUD!!!! The whole offering at this point is a total sham and the customer service is BS. read more

Braxton and Barron extended our WIFI And installed through the 3 eero devices! They were SO helpful, knowledgable, personable and just overall gave EXCELLENT SERVICE. Thank you!!! read more

If I could give zero stars, I would. The customer service is terrible. I lost my internet for an unknown reason and followed all the rebooting and troubleshooting steps. When I called customer service, I was put on hold for over an hour. Finally, they informed me that I would have to wait for a technician to call me for service between 8 AM and 5 PM. Who has time to wait that long? It seems more suitable for people who don't work. read more

Worst customer service I've ever experienced. I'm over-billed nearly every month, then have to call, which takes hours to get results. Outsourcing customer service to foreign countries was a very BAD move on HawTelcom's part. read more

inconsistent billing, outsourced customer support, and slow technician response times don't pick them if you're military, they make pcs very hard. read more

Terrible! They did a bait and switch! Advertised as less expensive then Spectrum. Got it installed and then started receiving bills for MORE than the promised cost. I called them and they won't adjust the bill so now paying MORE than spectrum! Absolute waste of time and money! There's a reason they have. 1.6 rating. Terrible customer service that does nothing to mitigate problems! read more

This is actually a ZERO star. Their phone customer service is terrible. They charged me for equipment that I did not have installed nor received. I had to explain myself 3 times even though the worker assured me they wrote down notes so the next time I called it would be easier. I am still getting this resolved. Save yourself the headaches and avoid Hawaiian Telcom. Update: I initiated internet service in May. It is almost August and they did not do as they said. The almost $400 equipment charge is still not returned to my credit card. This is ridiculous. read more

Okay so on 12/17/24 I get a call from George the technician from Hawaiian Tel ! He said he will come by tomorrow morning ( 12/18/24) to change out my cable box! He never showed up and even canceled my ticket for my repair, he stated that he did come and change out my cable box! That day I had my Mom waiting for him and also had contractors at my place they all can verify that he did not show up! Also video will show he didn't show also no call from call box to enter the building! read more

Hawaiian Telcom - The manager says DM her how? I have been blocked - Internet Service Providers Near Me - Honolulu, Hawaii

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I have to call the company to reboot my internet once a month, the calls are about an hour long with someone that barely speaks English. The only reason I have Hawaii Telcom is because my neighborhood locked us in on it and we had bo choice. The channel selection ob the tv isn't impressive either. read more

I highly recommend the Internet. I have never had any issues with Hawaiian Telcom's internet services. I work remotely and I can say their internet has never failed me. Fast and quick service. The Value may be a few dollars more but the Quality matters to me more. Highly recommend you switch to Hawaiian Telcom!!! read more

Terrible company with the worst customer service and support. "Timely matter". I'm paying for internet services every month. Got a statement of $175 and when I paid my bill online it was $274. No explanation at all. Been without internet for 3 days and still no technician. Terrible company and don't even bother calling their customer support because they don't know what the hell they are doing. Will be switching to Spectrum. read more

Thinking of going with Hawaiian Tel for your fibre optics internet connection? Forget it!!! I have been trying since August and they keep telling me that they will get a contractor to use high pressure water to get a conduit to the line. Well, promises, promises, it has NEVER happened!! Stick with Spectrum and don't get in the HORRIBLE service that HAWTEL provides especially if you need troubleshooting!!! read more

Thank you, Kamorie for your excellent customer service. I will get in touch with you directly, but I just wanted the world to know that me, an almost 70 grandma, was able to install my new modem and attach my devices pretty smoothly. You went out of your way to explain what to do besides giving me The instruction booklet. It gave me a lot of confidence. Thank you so so much. The office was clean inviting and comfortable. Could you please also thank your young gentleman coworker- sorry I forgot to note his name but he was very helpful in checking me in -thank you both very very much. read more

Update: With the excellent advice and intervention of FCC, PUC, DCA, and BBB, we were able to resolve our issue. Unbelievable...it appears it took the act of congress to get Hawaiian Telcom attention. This company is non responsive, irresponsible, and lack empathy when at fault. Been there, did that, and I'm over it! read more