Very unhelpful staff --- worst wait times ever --- would not recommend going here at any time due to the fact that they take 1-2 hours for each customer! 09.01.2020: Worst customer service-- wait times are over 1-2 hours would not recommend to anybody needing fast service. WiFi is fast unfortunately the employees aren't up to par with their speeds. 09.02.2020 Spectrum charged me $120.00 towards my account even though I terminated my services upon 08.29.2020. Knowing this spectrum's liability towards returning devices is 50 days out, so tell me why they charged me $120.00 on September 2nd, 2020 knowing that I returned their equipment on September 1st, 2020. All I know is that their procedures are skewed and are not professional in any type of way. read more

Spectrum Monopoly which allows them to set prices however they like. They are the only provider in our Maui Lani area. Price just doubled to $76 for basic internet connection. Called to ask them for something lower "there's nothing" and they basically said you don't like then we can disconnect it. They know there are no other options. read more

High Speed internet 2-G and 5-G with a phone line for $60 per month (Promotional Price) = Win Thus far, I have only had a couple mild connectivity issues and it was very brief during horrible weather, not sure if they are related. But all in all its been stable.= Win You ever deal with the predatory style companies that are like the Mob when it comes to payment collection. Smack you with late fees, threaten to shut you off immediately etc.? These guys are polar opposite of that. They work with their clients, let you know if you've overlooked the bill, and are super cool about the whole thing. = Win Customer Service - Win The few times I have been in the store, it seems to be the same theme, how many issues can there be, right? Pay your bill, get high speed data and go about your life. There is only so much the staff can tell people if they have three people using the internet and one is a professional gamer..lol But the staff informs people of upgrades they can try and in an effective and kind manor. Both young men and the two ladies I see at the counters are always very accommodating to the customers. During my last couple visits, I couldn't help but notice, the customers that went before me, and I, were all handled so well by Melissa that we all seemingly left the store calmer than we went in! She had a way of exuding such a quiet reserve mixed with the most light-filled-energy and kindness imaginable. And selling at the same time! In other words... A Rockstar! Customers greeted with good energy and honesty come back, right! I'd hire this young Lady as my office manager any day. Thank You read more

The place is nice and clean. The staff at the counter are always helpful and polite, despite at times there is room full of customers waiting for the number to be called. Whatever my concern has been, Spectrum has done an awesome and consistent job for me. But all I have is there great high speed internet service. read more

I've been meaning to write this review for some time now, and the fact that I am writing it almost one month after my experience speaks volumes in terms of the positive effect of my 50-minute, in-store visit, to Spectrum Maui's new store at the Pu'unene Shopping Center. And without question, the primary reason I experienced overwhelming positivity on Thursday, Feb. 4, was Customer Service Representative Melissa, who went above and beyond in taking care of my many issues. She assured this 59-year-old male who had been stuck with Verizon for nearly 25 years. It was another Spectrum agent, back in September of 2020, who convinced me over the phone to switch from Verizon to Spectrum. I bought two sim cards at the time, and they arrived in less than a week. I was unable to make the switch official, despite making as many as five different scenarios. So when I finally pulled the trigger to make the transition from Verizon mobile to Spectrum mobile I had Melissa coaching me through every situation with kit gloves. She activated my iPhone XR to my new Spectrum mobile sim card. Connected my iPhone and my iPad Mini to all of Spectrum's available cell towers. I choose not to install the other sim card into the iPad Mini since I use it at home 95 percent of the time. Meanwhile, Verizon had me paying for that second card for more than two years. Melissa later contacted a colleague, who handles the sim cards and explained my situation: "About a guy who had been paying for two sim cards since last September and only decided to activate one card six months later. The colleague could tell that I only activated one of two cards and, although I bought them in September I was only activating it now." Because of Melissa's actions, and her colleague's passion to do what is Pono, he reimbursed my credit card for the months I paid holding the inactive sim cards. Also, I brought in my DVR and its remote control and canceled my TV subscription. My Verizon monthly cell phone bill was $155. Now I pay $15 per month on Spectrum. Moreover, my Spectrum TV service went from $175 a month to $75. In these difficult times, and with so much uncertainty in place, I managed to save more than $240 a month. Thank you, Melissa, you're the bomb, and Spectrum thanks for putting customer's core values first, not just the company's bottom line $$$! read more

Recently needed to see mom up with cable and signed her up online ( easy process). At one point I called to verify costs as there is an intro price only for the first 12 mos and wanted to call to see what the cost would rise to. When I called to have the service team come out to set mom up with internet, they spoke of the process to change the service to her name. The service man who came out was as friendly, professional, and as capable as could be. He even called to verify that we would be home for our chosen appointment time. The next week we walked into the Spectrum customer service locale in Wailuku ( near Ace Hardware) to do the name change to mom.... and it was easy peasy as the rep originally stated. They were also very friendly, professional and efficient! All in all....GO, SPECTRUM! Thanks so much!! read more

Soo...I totally get why this place didn't get high ratings but it's only because it feels like you're at the DMV waiting for your number to be called and it's made worst by all the impatient people waiting. It's super small so seating is limited but luckily there was plenty when I went just before 10am. I was there about 9:45am and there were only two reps working. Some of the customers like to talk stories and just take their time so expect the wait to be a bit but don't get your panties in a bunch it's not 2hours like the dmv. By 10am a 3rd employee opened her line and I was seen about 10:10am so the wait isn't too bad but it wasn't too good either. They have space for 4 lanes but it wasn't necessary since my number was called just under 30 minutes. Why 5 stars? Because Tioni who helped me was so damned friendly and I was hoping to get her because I saw how nice she was with the person she was helping. The other two ladies weren't as smiley but they were friendly too. It's just that Tioni was so extra it felt like the other two were not on her level ha. Anyway, make sure you give yourself some time to wait otherwise you'll be the grumpy person I had the displeasure of sitting next to. One last note: Tioni did not rush to get through the queue and made sure to explain everything to me and confirmed that I understood which took all of 5 minutes. That's why 5 stars you impatient bastards. read more

Just had the most irritating experience at Spectrum. In order to drop off ones equipment you have to wait multiple hours in line. That is absolutely ridiculous and I do not know anyone that has that amount of time to waste. There needs to be some sort of drop off method. The were other sets of equipment just left so obviously I'm not the first person to experienced this type of time consuming return. Very unimpressed and hope you come up with a solution read more

warning do not try to hook up to spectrum's wifi. otherwise it will send you some 20 msgs a day asking you to connect to spectrum wifi. you cant even open your phone without a notice coming on. there is no way to dissconect it or turn it off. read more

My DVR died so I went in to Spectrum to get it replaced, and I am so glad I did. BRYSON has singlehandedly restored my faith in Spectrum. I should mention that I love movies and all the premium channels (probably broke the DVR from overuse), and have a grandfathered plan from when Spectrum was Time Warner Oceanic. I have loved my my cable and internet but I pay a lot. It hurts to see the great deals I would get if I were a new customer. So, I have actually been planning on turning off my account for at least a month and starting again as a new customer to get the deals. After several dealings on the phone where I have felt unsatisfied I actually was hoping that after a month I might just find something else and never come back. Anyway, long story short, thank you BRYSON! You really are very professional and you how you explained everything-- I feel like retaining my current plan is actually in my best interest! Thank you for making me feel valued, for explaining my package versus new packages and for making my day. read more

Thank you very much Desiree at Spectrum (Kahului Store). Your thoroughness and friendly attitude helped to make our visit well worth it. We experience a lot of problems with our last mobile service provider. As Deseree helped us with moving our device over to Spectrum, we knew we were in good hands. Her understating of Spectrum's products were right on spot. She also understood our needs and concerns. She was knowledgeable in utilizing Spectrum's Help Desk to speak with the other carrier to assist in porting the phone number. It was understandable that she knew a carrier-to-carrier conversation would go further than if I spoke with the previous carrier myself. Mahalo again and we look forward to great and long lasting services with Spectrum Hawaii. read more

Went in to get equipment for the condo I am renting and I was assisted by a woman named Gabe. She made the process super easy and was also very friendly. I just love when customer service is that good. read more

I have NO IDEA " HOW THIS HAS GOOD REVIEWS " ! I have this unlimited downloads internet for $37 a month or around that in my Condo in Maalaea AND at a Friends in Kula ! I have Had MAJOR ISSUES Multiple Times " JUST TRYING TO WATCH A YOU TUBE VIDEO " My iPhone 4g w AT&T KILLS THIS TIME WARNER SPEED AND CAPABILITY !!! I am shopping for a new Internet that does not FOOL YOU AND LIE TO YOU ! Haha Oh Ya the Internet is "JAMMED UP and working Slow " Or the Bandwidth is Depleted ! #THISISBS!!!! What The HECK is going on ??? Not to mention if you call they will run a test over the phone & tell you you need service and schedule a Technician to come over and then he will say " Oh Man Why did they schedule you ? Your Router and Internet is FINE " Lol Ohhhh Ya !!!!! " Fine for 17 Minutes until you can't watch or Load or Search at anywhere NEAR the speed you WERE AT 17 min ago " SOO , THEN you switch to your Data on your Smart Phone and say to yourself WHT THE F am i paying for Oceanic Time Warner Cable High Speed Internet " if it DOESN'T WORK WELL AT ALL ? " I dont know either ! Ps Thanks for everything Time WARNER !! read more

I have never had anything but problems with Oceanic! I gave it one star simply because I can't give it zero. My Internet NEVER works. Then when I call about it I have to wait an hour before I actually get to talk to anyone. Then when they schedule an appointment it's always three plus weeks in advance and they can show up at anytime during their business hours, god forbid you have to reschedule. I have switched out modems tried different routers and have even hardwired the Internet to my computer, nothing works! I pay for 15mbps download and when I run a speed test I don't even get 1mgps. It's been a week and a half now since I've actually been able to use it. I'm hoping this merger with Comcast helps produce a quality product, because right now they are practically stealing my money. Oh and I wrote this review on my cell phone because my internet isn't working, again... read more

Horrible! They charged wrong card on file. No one notified us that the card was invalid. We had to wait 5 days for someone to mannually flip a switch. They had no one who could come sooner. Horrible....horrible...horrible!!! read more

Service at this location is terrible. There is one person working the counter at 9am and 4 people in the back watching them work! They take 5 minutes to transition between customers! read more

Very disappointing to say the least. My internet is slow...my wifi is poor and the customer care is lack luster. It's amazing how a company like this is able to stay in business. I've never experienced such poor customer service as I have from Oceanic Time Warner. It takes a lot of patience just to get through all the hoops and ladders when calling for tech support. The wait time is very long and they are never able to solve an issue. The techs that I've dealt with are descent and knowledgeable...and told me everything should be fine...a few days later, back to poor / slow speeds. I'd strongly recommend using a different provider if possible. If anyone could recommend something in the Kihei neighborhood I'd be grateful. Thanks- read more

This place is the pits- it's worse than the DMV!! Like how is that possible? They need to make an express line for people who just need to pick up and drop off vs. everyone waiting in this awful line with a number... the shining light though, the 3 ladies who work here are very friendly and sweet- otherwise I would have given a 1 star and actually feel bad for them because this was about the most awkward long wait room ever!! read more

If you don't have to have Spectrum cable service don't their takeover of Oceanic is a disaster the sound is not synchronized with the video portion so you get delayed voice to picture in addition the sound keeps cutting out on multiple stations Had a service tech come out and he basically said when they merged the companies the problems started but they have no fix. I'm going to Direct since it's my only other choice Spectrum should quit spending millions on advertising and fix this problem want to see fake adds watch one of theirs then choose another provider read more

Updated Review: I am now total happy with the new MAXX speeds. FINALLY 16 downstream channels and getting full speeds all day.Just tested speeds at speed net 350Mbps down and 23Mbps up. Awesome job TWC read more

Waited for an hour and left. I was #15 in line and after an hour i was #8. I was going to upgrade my box to s dvr but decided just to return the box and ups. Saves me time and money. They should have better customer service options. read more

spectum service in maui is so junk! no relief! they want me to pay an extra $200 for them to find out why their service is not working!

Spectrum is greedy...they will bait and switch you!!! After being a loyal Time Warner customer for close to 7 years...I turned in all my equipment yesterday. After Spectrum bought Time Warner they got greedy. After moving two streets over they wanted to increase what I paid for the exact same service by $50. Total racket!!! By the way I paid for 300mbps and was lucky to get 20 on average. read more

So we got a mysterious bill for an extra hundred dollars which is weird because we have automatic bill payments for our monthly bill of $110. When I started getting calls that there was a late payment- the mysterious $100 on top of our usual $110 payment, I ask what is what for. The lady said she didn't know and would have her manager call me back... Guess who never called back? The lady in billing also said that our cable was going to get turned off because of this weird $100 bill that she doesn't know what it's for. When I asked her if she could maybe not do that until this is sorted out she said only her manager could do that and she'd have to call me back. Cut to today Guess who's cable is turned off? The customer service for Spectrum is completely unprofessional. read more

Hidden fees they didn't tell me about. Single mother, and I called to take out cable, they sent a worker to take out cable box, so my bill would be a little lower. (The cable didn't work anyway) when I got the bill this month they charged me 50$ for changing my plan. They didn't inform me of this on the phone. When I called to complain, woman was short with me, and said I could have taken out the cable box myself and brought to there office. I would have if I was informed of this option, and informed of the cost of removing box. You would think that they would tell me since I was trying to cut costs. Very sneaky in my opinion. Also hoped that they would make right when I called and explained the situation, but didn't seem to care at all. I would look for a different internet service! Pricey as well. read more

The customer definately is not the top priority at the Kahului branch. Upon arrival, I picked out number 31. I have been sitting here for over 30 minutes and they are only at 27. Why? Because they do not have the wherewithal to help customers first and foremost. There were 4 stations (5 possible) open when I arrived and now there are only 3. Two of the associates decided to leave their post to go on break I have to assume. I did spot one associate having the audacity to make herself seen numerous times coming up to the front then back into hiding. It is the worst look to have an exorbitant amount of customers waiting with only 3 out of 5 stations open, knowing there are 3 more in the back doing God knows what. Pathetic. read more

First off let me say that this review is only for the cable service and equipment , not the customer service representatives or technicians. So, if I could, I'd give zero stars because ever since Spectrum bought out Time Warner I'm paying a lot more money for far inferior service. My last cable box was 5 years old , it showed me what time it was, what channel I was on, had page in page and recorded shows. My new box has a on light and a recording light. Since Spectrum took over I've on my 3rd box and despite the best efforts of their field service technicians, I still have issues with recording and the cable guides. Every time I have an issue and have to call in, I am asked if I will answer a survey afterwards, but the survey has nothing to do with the product , only the people that are trying to solve the problems. As I said in the beginning, you have great people working for you, it's your equipment and system that need fixing. read more

I previously had an account with Oceanic Time Werner Cable before they company transformed to Spectrum. Upon closing my account I was returning all the equipment to include 1 HD cable box, remote, and WiFi router. The reason for closing the account was moving to a new address with a relative who already had an account set up at the residence. When returning the equipment I was told the WiFi router I was returning was a new and better model than the WiFi router currently on the account at the residence. They noted I would be using the new and better model at the new residence and scheduled a technician to set up and active the equipment. After the technician left, there was two routers in the same place, one being my WiFi from previous residence. Fast forward 3 years (7/7/20) after no letters, no emails, no phone calls from Spectrum, I receive a phone call from a collections agency for the amount of $81.25. Contact Spectrum who confirm the amount matches the "lost" equipment. I go in to Spectrum the next day and return the equipment. Melissa advises me the serial number matches that on my account and was listed as "lost in inventory". I confirmed my account balance was $0 and my account would be removed from the collections agency. Today 7/14/20 the collections agency calls and advises the update status of my account shows "Paid in Full" which if you don't know looks even worse on your credit score. I return to Spectrum and speak with Melissa again, this time she states once and account goes to a collections agency there is nothing they can do to remove the account from the agency. Thanks Spectrum for the horrible communication and huge negative dent in my credit score over $81.25. I will never use Spectrum again, nor will I suggest them to relatives, friends, or even acquaintances. read more

First, I want to say that the 2 installation techs who have come to my apts were really great. I've also no problems with the employees at the Spectrum store in Lahaina, all have been very helpful. Spectrum itself is terrible. Inferior WIFI that comes & goes throughout the day. For some reason it's pretty darn reliable between 12:00am & 6:00am. After that it's a joke, a very bad joke. I had 11 clients when I moved to a new residence, due to the lousy WIFI I lost 4 within the first 2 months. Difficult to do ZOOM conferences when WIFI is so unreliable. Last week I took the time to call another counsellor for help in finding qualified replacements for my remaining clients. The loss of my clients is also the loss of my very important, secondary income. Yes, I did purchase a high quality WIFI extender/booster. Luckily for me I can return it for a refund. I'm pretty sure if I lived in a high dollar neighborhood such as Kapalua, Wailea or the 'hood above Ka'anapali my service would be worth bragging about. Wifi/internet is too important in today's society for the consumer's needs to be laughed at by the sole provider on a small island. It's called infrastructure & the Maui County governing body should do something about this but they won't. read more

I have literally wasted an entire day waiting for my installation that never showed up or called. I finally decide to call and my service was blocked once again by the previous renters from "2007" due to their delinquent bill. Now spectrum is making it MY responsibility to collect the bill in order to get service of my own? This is illegal! Just because we share the same last name does not mean that I am in contact with this person or RESPONSIBLE to contact them to pay their bill. There has been more then enough phone tag and notes in their system and finally when I had a glympse of hope of having service installed, I get blocked again. I normally never YELP any business but this is going too far for too long. Should I just go too the business bureau about this situation? What upsets me the most is that no one bothered to contact me, saying that the installation was canceled while I wasted a whole day waiting for someone to show up. Very poor customer service on their end... read more

I have been with Oceanic Time Warner Cable for 15 years. I have the bundled package of Phone, TV cable and Internet. My monthly charges keep going up and up. It is getting to the point to where I cannot afford it anymore! I called and asked if I could get their new bundled package which costs $79 per month instead of the $224 a month that it costs me and they said no it was for new customers only. What a way to treat your loyal customers! I too am switching to Direct TV. Less cost, better and newer VCR equipment. More for you money. read more

I'd give a negative rating if possible. For the last 4 or 5 years, each evening during primetime, my tv service is so horrible we can't watch it. I have had their technicians come out 4 times. When they test during the day it works fine. The problem is over subscription.... they have to many people in my area (Kehalani) using their service without enough infrastructure to support it. I have called multiple times all to no avail. They even had the nerve to suggest it is because of a neighbor and for me to check out the neighbors wiring, go figure! I live in a Townhouse, we are not allowed to put a dish out so I am stuck with oceanic. There is no worse service around. The people on the phone are nice enough but all they can do is say a guy will come out. You have to sit all day waiting for them to come, and tell you nothing is wrong. They won't come in the evening when the problem happens Looks like it will be small claims court for me. I'll video taping my lousy service, documenting the technicians and phone calls. I highly recommend for everyone, do not use Oceanic unless you have no choice, if you have a choice go Satelite.... Oceanic is horrible. read more

I pay for the Ultimate internet speed. up to 300mbps. I am lucky to get 30.... that's 10% of the up to speed. And this is at 2 in the morning. So its not peek time. Phone help is no help. Every time I call I go through the same troubleshooting steps to end up with the same old we have to send a tech out. When the tech comes nothing will happen per norm. I would gladly change this review if they can fix the issues or only charge me 10% of the bill since that's all the speed I can get. A 5th tech will come again on Thursday. Lets see if they can fix it. read more

Every month my bill goes up!! Tech service is horrible! I am switching to Direct TV which will cut my monthly bill in half with better equipment. read more

Have had time warner for years and used to never have problems but over the past year at least it's been nothing but cable and internet problems. We've been having to call at least once a month. Told to switch out cable boxes and no difference. Told to switch out cable behind our box no difference. We've been paying for crappy service for so long now and the only compensation they do is maybe take one day off your bill. Cancelling services today because we're so over the poor service and constantly being in the phone with them. read more

Software issue with cable tv service in wailuku. The reps are great at the office and on the phone but the service is bad. They said that they cannot get over to fix it until 7 days later. This is terrible and no credit was offered for loss of service. read more

My experience with this company has been a nightmare. In short, my second month of service was paid on time via auto bill pay, however Oceanic Time Warner denies that the payment was ever made, despite the proof I presented through copies of checks, band statements, and even a letter from my bank; they maintain that they "never deposited the check". All the while, their customer service has been horrendous; representatives are not helpful or sympathetic, instead very condescending. Despite presentation of these bank statements, they still will not resolve the issue... guess I'll just have to take it to court at this point. read more

Very slow internet connection. Yet, no alternative (competition) in our neighborhood. The monthly cost has almost doubled in two and a half years while the speed has slowed. read more

I have had the ultimate 100mbs internet with basic cable for three months now. It took them two months to install it, and I have never gotten more than 30mbs. At peak times it drops below 2mbs. I've called them and they tell me that 100mbs is just the maximum speed that could happen, but I should expect much lower speeds. I know that, but 2mbs!!! So I asked why I should pay for the ultimate 100mbs plan. They told me that the cheaper plans would be worse. My mobile internet is much much faster. Also, with an antenna a get a program guide and channel listings on my TV. With Oceanic Time Warner Cable basic, I get none of that on my TV, so I end up just using my antenna when I want to watch TV. That's not my gripe though, as it's the Internet that I really need and use, but just doesn't live up to the advertising. read more

Use any other service. I have Direct TV. They are much better. Unfortunatley they do not do internet in my area. I have had hours and hours of my life WASTED because this company can't provide proper service. They also refuse to adjust billing for their mistakes. This is the worst company I have done business with in recent times. Have been charged for phone/internet for years. Haven't had working phone for so long I cant remember. My wife finally stopped paying the bill. I called several times to try to get the phone service corrected. Finally I gave up months ago. I called customer service today to get an adjustment and was practically acused of making up a story. I want to clear my balance but refuse to pay for service I wasn't receiving. We'll see if they want to do the right thing. It seems like they think there are no other choices for me to spend my money with. After a third phone call this company still insists on charging me for services I was not receiving. Again there is no resolution. Just a waste of my time again. (Update! I finally paid for service I didn't recieve. Iwas told my internet would be turned on at 11:00 AM, at 4:00m pm I tried to get my internet working watsed another hour of my time. It was never hooked up! Now I've been on the phone for another 30 minutes and counting. Also lost my phone# OF 19 YEARS! IF YOU HAVE ANY OTHRER CHOICE USE IT! I finally got a customer service rep that seemed to care. Diane, she was able to credit me 2 months. Had way too many bad conversations before I ran into her. read more