Every time I call I get put on hold, even after they give me a call back after waiting they put me on hold again. Plus you have to have a land line to use there equipment for internet. Hello, who uses a land line telephone anymore??? Plus I canceled my service before it was hooked up I sent my box back FedEx and they are Billing me for it over $200.00. Sorry but I'm not paying for something I don't have, and they don't answer the phone so I can get my bill sorted out! read more

If I could rate 0 stars for customer service and unreasonable wait times. I would this company is absolutely garbage. Said wait times were 8-12 minutes so ai waited on the phone 2 hours and 38 minutes later they finally pick up and tell me that it's going to be 4 days before they can send someone out to plug in a cord that fell off durning a wind storm. This is my living you guys are messing with. Internet in this day and age is a necessity not a nice thing to have. This is peoples business your messing with and 4 days down means lost revenue. You customer services tech hung up on me and told me. Too bad so sad for you and hung up. I will be leaving as soon as I can read more

I'm only giving them one star because I can't give them zero. I was all set to become their new customer but no one showed up within the 4 hour time range and nobody even bothered to call. Then when I called, I got their automated service and it asked me if I wanted a call back within 2 hours so I wouldn't have to wait on hold. I said yes. The automated system called me back after 3 hours only to put me on hold. Why call me back just to put me on hold? Absolutely horrendous service; the WORST! Avoid this company at all costs. If anyone at Hawaiian Telcom sees this and would like to discuss my horrible experience, please e-mail me (Scott) at nahmes001@hawaii.rr.com. read more

I was a faithful Hawaiiantel customer for 3 years and would've stayed with their internet and tv services if they had better customer service when I needed to update my services. I was put on hold for 2 hours on three different days that I tried to call customer service. When you call it's an automatic 2 hour wait with the promise of a callback from an agent so you won't lose your place in line. However, when the automated callback comes you are put on another one to two hour wait. How are customers suppose to get their problems or questions resolved with terrible customer service? I canceled my service and went with another internet and tv provider. Good luck to you if you choose them. Just don't. read more

I called the other day, trying to resolve a broken line. Claire with customer service was very dismissive and would not listen to the problem in its entirety before cutting me off. There was an obvious language barrier and she was not understanding the issue at hand. When I asked for the manager, she flat out refused to connect me to one. Instead of trying to solve the problem, she simply chose to argue and make it worse. I had to call back later and thankfully got another representative who knew what she was doing. read more

We set up Hwn Telcom for internet and home phone as it was the only internet service in our area. Appointment was quick and tech showed up on time. Once he set up our network for us because it was a "GOOGLE" router and asked if I had a Google account - to which I said I had gmail but otherwise no and I wasn't about to install an app so Google can sell my data. A WEEK LATER MY NETWORK WAS ERASED BY A RESET (likely due to Google wanting data to track) and surprise surprise HWN TELCOM couldn't do anything because it's a Google router so they gave me a Google 800 number to call at midnight instead of being connected without having to wait in a cue for 30 min like I did at 11pm with Hwn telcom. We then had to call back and ask for a new NON Google router and technician asap since our security system is also hooked to the internet. We got another CS rep who wasn't very competent and obviously outsourced because English wasn't a first language. After lot's of bad explanations and service I finally was told that I'd have to wait an additional 5 days of no internet for the next appointment!!! FOR SOMETHING THEY CAUSED A WEEK INTO THE CONTRACT = I asked for a supervisor and instead of connecting me? I was told one would be in touch in 24hours!!! WTF I told her they'd be lucky to have a customer in 24hours and hung up. We got a call back from a local HWN Telcom representative and she was NOTHING BUT RUDE borderline racist and didn't do a THING HELPFUL for the situation. I don't think we have any other options so I either go further up the chain to bitch or cancel the whole thing and unplug from the downward spiral of big company "customer service" which should be renamed DIService. My advice - GO ANYWHERE ELSE read more

Terrible Services.. Customer Service persons hard to understand, Been on the phone for almost an hour, person trying to resolve my problem with my cable service Unfortunately couldn't understand him and decided to schedule a technician to come to the house, appointment made and the tech NO SHOWED, So inconsiderate and time wasted all day of waiting. Called Customer service at 4:45 and she said to call back at 530, When I called they were done for the day and this is Saturday and now I have to wait until Monday... read more

Trying to return equipment is bad. Went to counter since I was next and the girl turns her back to go on computer. Rude!!!! When I called they said you can park in little parking lot and didn't say what stalls. It's a pay to park lot. I called to disconnect service but it won't disconnect until you turn in equipment. Bye bye Hawaiian Telcom read more

This is my first review mainly because I'm in an industry that has a lot of moving parts and not all customers will not be happy. I understand this but what I don't understand is that I haven't received a call for three days as my internet is down. I went through the process to schedule call back each day, never got a call. My work and the kids school is online. This is not an inconvenience, it stops our lives entirely. The manager is gonna write something about man power and Covid as she has for months now but without doing/changing anything. Or not simply making it so not calling a customer back at all is not an option. To summarize: internet down, called Hawaiian Tel, too many callers and not enough workers, option to get a call back is taken, no call back for three days after rinsing and repeating. I cant wait to go back to Spectrum who is not great in their own right but at least they wouldn't leave me and my family completely hanging . read more

Complaint Summary Complaint Type: Consumer to Business Complaint Nature of complaint: Customer Service Issues Problem description: Deception and terrible customer service. I was paying $38 per month for internet service only for two years, 8/20 they raised payment to $47, 9/2/20 they sent me a confirmation of payment for raised my billing again triple without notification $115.31. *Communication: 9/3/20 Aloha, is there a reason I have had two increases in as many months? I spoke to Ed who was unable to give me an answer. In this pandemic money is very important to me, I understand a increase but to triple my bill is unacceptable and I would like a call back ASAP please. Thank you. No call back. I also submitted a online service request. Called again, I was put on hold for hours 9/3/20 from 3 pm still haven't got a help at 6:30 pm. Sent another service request: Please provide the owners name and contact information. Your customer service really sucks! BTW. After not being able to get any help with my issue I sent another service request. 9/4/20 Please cancel my service ASAP and refund my $115.31 that you auto debited from my account without authorization. Hawaiian telcom has become what Oceanic cable was, poor customer service, no phone access, just put callers on hold and forget about them, live chat unavailable, no response to email, over billing and very poor reviews will lead to your demise. I will submit a complaint to every government entity that I can to see you receive the attention you deserve. Aloha! **Hawaiian telcom lures you in with a promotional rate, and steers you into auto pay online, however don't communicate that after a time of using their product they bill for the higher regular rate without notification. Knowing that customers will be calling about the increase they simply makes it as difficult as possible to communicate with them, see above 9/4/20 communication. During this Covid-19 pandemic customer service is key to giving customers peace of mind, also money is at a premium with many people out of work and locked down at home. I felt totally helpless, stressed having to navigate without any possible outcome due to not being able to connect with a live person and when I finally did was put on hold forever, person never came back with a solution or answer. Desired Resolution: Contact by the business Desired Outcome I would like BBB to contact Hawaiian Telcom to let them know that they are in business and must be accessible via website chat, email and phone. It is unacceptable to just ignore the customer's that pay you money for your services. Customer service really needs work, people on the phone are blatantly rude and uncaring. read more

Wanted to switch from Spectrum to Hawaiian Tel bundle. Told them i was interested, signed a form, sent it in and still waiting. I was told Service (money to Them) is not charged till new installation is hooked up. Still Waiting (over 2 weeks) Guess they don't want my $$$...still have my Spectrum service and gonna keep it going if Hawaiian Tel don't want my $$$. Now you KNOW why Hawaiian Tel will always be #2 for Internet/TV bundles in Hawaii. Gonna wait about 3-4 weeks, if i still don't get an installation appointment then i'm gonna cancel, then i'll just continue the Spectrum bundle even if it's more expensive. read more

Let me start by saying the bill has been paid on time no issues on my part. They overcharge you for bad service and low quality customer service. I am a streamer and gamer I also have a regular job hawaiian tel com is a selfish industry that does not help their customer nor do they try and strive to be better. O would highly suggest everyone in hawaii show them the same behavior they have been showing us. Thank you for not helping me I'm also not gonna pay my bill until they give me my service thanks again for nothing terrible business!! read more

These guys have no idea what they are doing. I called to tell them I was moving and my roommate would like to take over the service and we would like no interruption in service and I'd like my new service at my new house set up. Now they want me to pay $400 for the box for my roommate to keep for his service or have me drop it off when I work all day. I asked them if the people installing the new service can pick it up and they said no. So the service people who pick up and bring the internet boxes to set up service can't take the box back to the place it came from. This company is run by monkeys. read more

TV service went down. Called and was kept on hold for about 25 minutes with no one answering. I finally hung up. Tried to chat online, but was told to wait as there was one person ahead of me. 10 minutes later, I got disconnected. Tried again and was told there were TWO people ahead of me, but to wait. Then 2 minutes later, I got disconnected. Frustrating. read more

If you're thinking about switching to Hawaiian Telcom, don't do it! To make a long story short, our cable was cut off due to an error on their part. On Saturday morning Customer service told me that it could take 2-24 hours or even possibly to Monday to turn the cable/WiFi back on. Mind you, it's the weekend, and the Olympics are on, and due to their error, our cable and WiFi were shut off. I eventually ask to speak to the manager in charge "JOE", who doesn't want to give me his last name, but said he is the only "JOE" in management there. I tell him that I don't understand why it's so easy to shut off the cable, but to turn it back on takes so long. He responds, "Well you wouldn't understand because you don't work here and know what it entails to turn it back on." What a jerk?!? Is that how you treat all of your costumers? Or is it because I'm a woman, challenging you? As I read through the Yelp reviews, I am not surprised that there are so many people unhappy with Hawaiian Telcom's service, especially with the manager "JOE" in charge. "JOE" I think you need some coaching and customer service classes, as you miserably failed. Way to go "JOE"! Keep up the crappy way you treat your customers! read more

Expect to be on hold a long time when you call. When you finally get someone on the line they are not very competent and the last one I spoke to "Jason" was very rude. I cancelled because the router I ordered never arrived. They need better customer service read more

The last two weeks internet service has been down 5 times. The first three times we called and they made it like it was our service and we tore apart our settings and hardware. They said they would send out a tech person the next day and then after a few calls the phone tech said someone had mislabeled a switch at their Kaimuki substation. They got it restarted but then it's been out 4 more times. Speed is still slower than cable connections elsewhere. Feels like service in a third world country. read more

Very slow at getting back to you always problems with their Internet service this is the third time trying to contact them if you don't know your account number they will not respond to you very poor web design on their homepage read more

False advertising. You know on tv where they show the tv/internet/dvr package for like $49/mo for life? Just go to their website and try to find that. $69/mo in Waianae for regular and $99/mo for HD and only for 2 yrs. I never saw where a communications company could charge people in different areas/towns different rates. Bunch of crooks. Wasted my time going to their site. I won't be tricked again on any of their advertisement. Lost a customer for life. read more

Oh my lord!! I've dealt with some bad cable companies, but Hawaiian Tel takes the cake. I originally switch because they had the promo for 1 gig high speed for $40. The only way you could get remotely close to this speed was if your computer was hooked directly up to the modem AND you use their personal speedtest link. Regardless normal usage I was lucky if I got 200. More importantly the single biggest issue was how often I my internet would just go dead. I'd be doing what ever then suddenly pages wouldn't connect anymore and it would take five minutes to start responding again. So I said I'm done. I switched back to TWC/Spectrum. I should have never left. And last final part if this company that needs to talked about is their customer service department. It is the absolutely worst customer service I've had to deal with. The whole send us a message we'll get back to you in two days, doesn't work. The hours are difficult for people that work M-F. And the wait times if you call in are horrendous. But none of that is the worse part, when I finally got a rep on the phone, it was worthless. My issue wasn't resolved. I could barely understand who the I was talking with. They had zero experience in customer service. My current issue is trying to get Hawaiian tell to remove the false charges for equipment. read more

Worst Internet on the planet! I hated the monopoly Oceanic had on cable and Internet packages so I switched and after checking the stats, found that my Internet with HawaiianTelCom was down for approx 10-15% of any given day! I've ever been more unhappy with Internet in my life. The Store at the corner of the block where I live used to use HawaiiantelCom Internet, just as I do ...and their cash registers/card readers were down approximately 20% of the time due to connection problems. They switched back to Oceanic and have NEVER had a loss of connection since. DO NOT USE THIS SERVICE FOR BUSINESS ACCOUNTS OR YOU WILL LOSE TONS OF MONEY...The corner store I mentioned, reported a 30% loss in revenue while they used HawaiianTelCom...which they should be reimbursed for! Don't make the same mistake they (and I) did. I'm back with Oceanic after months of outages and horrible customer service from HawaiianTelCom. Never again! read more