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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I am a new customer with Hawaiian Telecom. Horrible Service. Do not sign up. They do not answer billing questions or customer service. They do answer if you are trying to sign up for service. I finally got ahold of someone and they could hardly understand my bill. I should have stayed with Spectrum....will go back. read more

This company customer service sucks they were fast when you like a new line but when it comes to fix their equipment take long wait time is 6 days you cant wait that long mostly now people use internet in everything they do. One more thing they keep promissing technician to come on the date they promiss but no show so i call them again how come no technician came. They said im sorry dont worry tommorow we will sent it. But waiting no show again.. and end of the week i have to wait till monday fckin sht..two confirm appointment for technician no body came. This is about a downlines accross the street that makes my line not working. The funny thing is there other company spectrum went first on that same day to check the line but it not their wire so they never fix it. But hawaiian tel it keep me waiting forever for promisses that they never keep. Sucks read more

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

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

Price is reasonable. The technician did a nice job. They ask me before they drill the holes on my wall to bring the cable line into my room. Happy with my service so far. read more

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

Trying to do business with Hawaiian telecom is ridiculous. I've had three different cruises. Come to my residence and tell me they need to contact somebody else to help install Hawaiian tel. When I talk to customer service about this, they keep on telling me that they are working on the problem, but don't give me any updates nor let me speak to anyone else. I am very frustrated. I don't even know if my residence can have fiber optics with them, but they can't even answer that question Can anybody else help me please? read more

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

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

I have a new home in HPP. I talked with agent to get service because spectrum has been spotty. The technician came to the house and asked if spectrum ran cable I. Attic space . I said yes. He said he could run the cable on the exterior of home which would require cutting holes or he could leave the cable I which I would be required to hire an electron to run the cable through the attic. I have lived all over the world and I have never ever heard of such. I voiced my concerns and chatted with customer service person and her word they have to take the technicians word because that person has done an inspection. Hahaha what inspection? Feeling the Aloha spirit!!! read more

Requested Fioptics service. Received written quote from Diane Stephens/Corporate Account Manager III. When bill came, it was for more than the amount quoted, questioned Diane and was told quote was a promotional rate. No where on the written quote stated it was a promotional rate. Now told that she is in a different position Account Executive III, whatever that means. Basically saying it's not her problem. Account Manager or Account Executive, same thing no assistance to customer. Not the Hawaiian Tel of before, where they tried to assist customers. Now days when choosing a "service provider" you have to select who is the better of the worst. Did give one star as still can communicate with a human vs AI. read more

My business phone has been down for days. Technical support doesn't know what's going on and I can't even call forward my number to a cell phone. They completely bungled the copper to fiber migration, if they tell you need to or should migrate to fiber from copper you're better off switching to a completely different company. Technical support will put me on hold or say they will call back as a way to just hang up on you and try to ignore you. They are completely unreliable and take no responsibility for any outage. read more

UPDATE 2: Someone from the social media email address finally returned my email, along with a follow up phone call, and not only were they local, but they were really nice AND they actually made sure that someone came out quickly to handle the problem. This doesn't mean I give them another star though. The fact that someone has to jump through this many hoops to get a proper response is ridiculous. For context, my FIL spoke to someone the day before, and never got a call back. I also spoke to someone this morning - outsourced call center - and while they pretended to empathize, they basically said that all they could do is make a ticket, but not escalate the issue with an actual human being, and to add to that they didn't have a system with which to give me a date/time when someone would come out to address the issue. I'm glad that someone local called me, but wow - their system is substandard. I expect this kind of thing in third world countries. UPDATE: Over the weekend, we had very strong winds, strong enough to "unlatch" some of the Hawaiian Telcom cables from the poles on our street. Lucky me, though, since the genius who installed the fiber cable to our house did such a piss poor job that his was the main cable that detached and is now hanging precariously over the street and is a hazard to other drivers. Additional cables on the street are also hanging down along the side of our street, so I called Hawaiian Telcom - 5 times, mind you - and their response was something along the lines of "well, we don't have a system to let you know when someone will come to take care of the problem." It seems that they don't care that cables are hanging down from their poles, low enough that they could get snagged on a taller vehicle like an SUV or the garbage trucks that are due to come tomorrow (and yes, I specifically told them about this), disrupt service and potentially harm an individual. I hope nobody gets hurt, but if they do, I hope they sue the crap out of Hawaiian Tel. It seems like companies like this don't care until they feel a pinch in their pocketbooks. ORIGINAL REVIEW: My god. I never knew that a local company (I know they're owned by some mainland investment company, but still) could have such absolute SHIT service. Shame. Seriously. We added their Fiber Internet because they PUSH and PUSH you to get it if you even bother calling them once to make an inquiry, but after it's installed, you get ZERO service if you face any problems. I've called their customer service number - which of course gets transferred to their overseas call center where everyone reads off a script and nobody actually understands the problem(s) you're experiencing - trying to explain an issue I was having with my internet speeds, and their response to me after explaining all the troubleshooting that I did was, "Well, why don't you keep monitoring the speed?". Braaah, I don't need to spend a week monitoring the speed. I just told you that I did extensive testing on the speeds, routers, etc - if you don't know what you're talking about, then please transfer me to someone that actually knows. Their response, "well, if you don't like it, you can just cancel it". What The Actual F*ck? So then I proceeded to use their online "Support Request" form on their website. Wanna guess how long it took for them to respond the first time? 2 weeks. TWO FREAKING WEEKS!!!! LOL And it's been 2 days since I emailed them back and guess what? Crickets. Reddit? No response. Instagram? No response. Who the F is running this company? Cheap, fast internet means nothing if you have no customer support behind it. It's a small island. Everyone will find out how bad you guys are and end up using Spectrum. We are absolutely moving back to Spectrum. Do you guys have no shame? Hawaiian Tel - get your f'n shit together. read more

Our package costs continued to go up and cable and internet got slower and spotty. Hawaiian Tel Com never upgraded the equipment in our home which we later found out caused the issues. After MANY phone calls to their fricken Philippines based customer service, our router was replaced. We also lost access to KHON and orher stations because of negotiation issues. I hated Spectrum as well... Im not sure what the lesser of 2 evils are? Hawaii needs more options for internet and cable providers. read more

Almost 2 months later and I'm STILL getting outrageous bills when the service technician NEVER CAME TO MY HOUSE. I NEVER HAD A SINGLE DAY OF SERVICE WITH THIS COMPANY. Filing FTC complaint today, I'm tired of dealing with this scamming company!! read more

Hawaiian Telcom - Another outrageous bill and I don't even have service with these people!! Filing a complaint with the FTC today! - Internet Service Providers Near Me - Honolulu, Hawaii

This service is horrible. Constant freezing interruptions. Right when you need to hear what's next. It freezes and you miss it. Nothing is ever done about it and the rates are high. Apologies are all you get and unexceptable. They are not going to fix it and don't care. They need to be sued. read more

The rep was very nice and attentive. The cable and internet deal sounded great! The rep gave us his number incase we had trouble. Set up installation service on Saturday, recieved an email and text est 1-2pm installation time. No call no show. Called customer service, they said wait until 5pm (then what's the point of the estimated time I was given??) , STILL no call no show. Called customer service, was told to call technical support for an estimated wait time. Called technical support, no answer, waited 28 minutes on hold and STILL no answer (even though the automated message said est wait time 3-5minutes). Texted the rep while I was waiting. The rep quickly responded and spoke to his boss and was told no one could come to set up today and asked if we would like to reschedule. Of course not. No notice that a set up could not be done today, just left me waiting and waiting for hours for nothing. A precious Saturday WASTED, trust broken, who knows how many other days they will waste waiting for a set up.... technical support a joke, there was no technical support. I'd rather pay more for my current service with spectrum than switch to Hawaiian Telcom's terrible service. The rep 5/5 stars. The cable/internet installation team and technical support 0/5 for ZERO support. Hawaiian Telcom At least give the customer a heads up if there's a need to reschedule instead of having them wait and waste a day. I would have loved to have switched to your service if you installed it according to the estimated wait time and had a reliable technical support line. read more

Hawaiian Telcom - NO technical support. Been on hold and no one picking up even though the automated messaged stated 3-5min wait time. - Internet Service Providers Near Me - Honolulu, Hawaii

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Had to call Hawaii Telecom for Wifi troubles. Recently, in my area we had been having blackouts because of the strong winds in the valley. So our wifi was intermittently working. I would say the absolute worst thing about Hawaii Telecom is the hold. I called at around 1:00pm and they told me I was in a 19 minute queue, so I thought it wasn't bad. I was wrong, I ended up waiting on hold for two hours! I thought that, that was crazy. After the long wait a representative finally helped me! They were actually really nice and understanding. They told me multiple ways on how to reset the router, but nothing was working. So they told me that they would have a service person to come over and fix the wifi. The service person was fast and helped fixed our wifi extender too! Overall, If the representative and service person were rude or mean this review would of got a 1 Star for sure. read more

After years away, returned to find HAWTEL was back in business. Great! So I went with them for WiFi and the landline phone. But not a happy camper. Comment: Reading other reviews, two hour wait on hold appears to be the average. As for returning modems and other equipment, try mailing it back, there may be a better chance of having it credited properly. And you don't have to deal with the mess on Bishop Street, no parking, and erratic office hours. $500 for a modem!!!!! Check the prices online, way less. 1. Within the first month, the phone line went dead. Called using my cell thinking someone had flipped a switch or pulled a patchcord in Tech Control (Ancient Comm Officer Mariner here). Instead, I was told it was probably MY fault, I should troubleshoot it myself, AND if they had to send someone out and it WAS MY fault, I'd be charged $90 minimum. I did troubleshoot it, didn't fix it, so figured my celly was good enough. 2. Will only say that the first time my WiFi modem (router) failed, the service guy asked to use my bathroom. ALL he did was plug in the new one to replace the old one. I hadn't anticipated a stranger using my bathroom, which was torn up being remodeled, so I directed him to the restroom by the pool, right near the way out. He got all pissy, pun intended. What is it with service guys wanting to use the bathroom? Often a sure bet I will be asked. Is it territorial? 3. Latest modem failure, called the next day - TWO HOUR WAIT ON HOLD!!!! Or they would call back. It's the holidays and I'm planning a trip. Who has time to wait on hold for two hours? Or answer the cellphone while driving? Or relay the 15 digit account number while out shopping? And why EIGHT ZEROS? Finally did find the time to call. Only a 20 to 30 minute wait. OK, now we're cooking with gas! At the 1:15 mark, wondered if I could use the bathroom while waiting. TWO HOURS LATER, someone picked up the phone. Took five minutes. He was effective and pleasant enough. Makes one wonder how many folks are calling the repair line that it took 120 minutes wait time? BTW, the hold music on the HAWTEL phone line almost put me to sleep. Might try it on those sleepless nights. Isn't there better public domain music out there? Something you can sing or bounce along to? Old kine hapa haole music? Even Jingle Bells would be better! read more

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

Customer service really sucks! They put you on hold for hours and hours. It took me several days to finally reach the technicians. My internet went down during the storm and was told they could not fix it and the earliest they can send a technician was in 6 days. Unbelievable!!! Cancelled my account and joined another service provider and they were fast to act on that! They don't seem to care about customer service..... read more