Spectrum is extremely lucky to have Michael Rollins as a Store Manager. He is calm and patient, handling multiple distressed clients at the same time. He was able to help my distressed situation after trying many creative things. Spectrum is very lucky to have Mr Rollins as manager. read more

Cut off cable under street Rude 'ee in office (Ellie-wkd on a Sat.) Never fixed After two wks. I canc the account No proration Only Mike listened but no fix was ever initiated He said he couldn't put info in computer re new modem and his boss didn't know how either. Employees are rude or thoroughly incompetent or both. Avoid this co./worst cable co. On island (Hawaii). Or state. read more

I came into the spectrum on January 2nd of 2026, I spoke with the manager Michael about upgrading my phone to the newest iphone 17 pro. Found out they didn't have it in stock and we would have to order it. I proceed to ask for the specific color of silver, 3 days pass and I am disappointed with the color of an orange phone. I come back to spectrum a day later asking to exchange the color of the phone, none of the colors were available so I would have had to order it. Sitting in the spectrum for 6 hours for them to finally conclude that we aren't able to exchange the color and would have to order a new phone. Unbelievable, what kind of store makes a customer wait 6 hours for a conclusion such as that? read more

We left spectrum because their prices were sky high and service was poor. We do not recommend them.

Both Walter (in office tech) and Crystal (mobile tech) were amazing!..................................................

IF you want to be RIPPED OFF continuously you found the perfect place!!! In 2018 we set up getting the bundle. Our internet alone was 47$. FOR NO REASON they jacked it up to 75$. Called and they basically told me, "IF YOU DON'T WANT OUR SERVICE THAT IS PERFECTLY FINE", knowing dmn well there is no other option in our area. ALL of our neighbors pay only 45$ a month, but FOR ONLY US "that price is NOT available at our address". We had to cancel everything for 2 weeks to sign up under a different name to get the 45$ highspeed and nothing else. When we did, THEY PROMISED AGAIN, "this is the forever price, not an introductory or limited time! LESS THAN 3 MONTHS LATER back UP to 80$. Called and was told the same BS! UNfortunately was stuck with them for too many more years till Starlink! When I called to cancel, they said, "OH, looks like you are paying a PREMIUM PRICE we can fix that"! NSSherlock and NO YOU CAN"T... The EXTRA 40$ I spend on Starlink brings a huge smile with every extra penny spent NOT on spectrum.. read more

Spectrum - Internet Service Providers Near Me - Kailua Kona, Hawaii

Great service setting up my account and equipment. Excellent customer care when I went into the store to start my service. Then the tech who came to my house to help with the equipment setup was phenomenal. I'd recommend Spectrum. read more

I decided to simplify my life by switching my cable TV and mobile accounts to Spectrum, as I was already using them for Internet. I was told that I could keep my phone and current phone number and that it would be simple because my current carrier, Verizon, shares a network with Spectrum. After five days with a phone number that nobody recognized including me, and five trips down to the Spectrum store, things went from bad to worse. At that point, I could neither make nor receive phone calls or texts. They clearly do not have a clue about what they're doing and don't care about their customers. On day number eight without phone service, I returned all of their equipment to them and went back to Verizon. They were very polite and gave me an excellent rate on their prepaid plan. Don't bother going into the Spectrum store unless you're looking for aggravation. read more

employees are rude and have bad customer service. specifically the old lady with glasses

We returned extra TV equipment today. It took FOREVER because the employee was LOST. After 30 minutes I asked David Driscoll the manager to look over what the guy did and he said it was all correct. Well what he did was turn off our cable card and the tv packages we have had for 10 years and now guess what? They can't turn them back on at the same price so we are just screwed. If a company can't even run a cable internet business why are they selling phones? I'll go ahead and write the FCC since this is a regulated business and see if they will step in and fix this issue. I just spend 45 minutes with their 800 number people since there is NO way to contact the office. That means the office will never even know they totally screwed this up. If you have to go to the store try to first figure out if the employee you get has been there long enough to know what they are doing. Once they get into their computer which you can't see they can screw everything up for you and good luck getting it fixed. read more

They were much better at their old location, none of this checking in on some pad, just wait in a line for next available rep, plus at old location whenever we had to go there, there were 4 reps, not 2. Seems when Mr. Allen pasted away their customer service has gone downhill. Wish they would open their old location for those who have their Cable TV/Internet and keep that store for those who want their phone service. Plus, my Spectrum bill is my highest utility bill, my phone and power bill are $100.00 less, go figure and I can't even watch all the channels at one time, TV screen not big enough. Spectrum doesn't even deserve 1 Star. Waiting on Hawaiian Telecom. read more

Double charged me for the same month and they refused to remove the extra charge! Use another option for cable and internet if possible.

The worst customer service in the world ! They should fire them all. Takes 3 people to help one person ? Who is the trainer for this company because someone surely failed. Customers standing in line and no acknowledgement to wait and the sign in machine doesn't work properly, people has to practically pound on it to work. No accountability and professionalism in conversations the customer representatives have are totally unprofessional. No time management whatsoever. read more

We have had spectrum tv and internet at our house for over 10 years. Recently, it has been impossible to get an appointment in a timely fashion and when they did send someone, it was a tech with a very bad attitude who came three times and never fixed anything. We have had five appointments in 15 days and we have only had tv and internet for 4 of them. Hire more people. For $250 a month I should not have all of the problems we are suddenly having with this company, This is why monopolies are bad. read more

I wouldn't even give the store one star but that is the only option they have. They are absolutely dishonest and I would never ever buy or use their services again. Besides dishonest they have constant spectrum commercials every other commercial despite paying over $100 for their crappy service cable. The wait at the store was ridiculous with only two people working. Again I'm just wanna say how dishonest and disgusted I am with this store. Don't let them screw you like they did me. read more

5 days ago On March 2, 2021, I went into the Kailua Kona Spectrum store located in Kona Commons, Hawaii and my order of business was to turn off my dad's services since he had recently passed away. I walked into the store and was met with another customer who looked awfully annoyed as it is. I said hello and signed in to the Kiosk. She then told me that she was waiting for 20 minutes and the lady in front of her was waiting longer. There was only one sales associate working the store. The sales associate did not even acknowledge us waiting. The woman who I met at the door was getting annoyed for not being greeted and she started telling other people who were walking in to "Not bother". She sales associate gave her attitude in front of other customers as to "Be quiet" and telling customers to not listen to her. After about another 10 minutes, another sales associates and the store manager came back on the floor. The sales associate helped the lady in front of me and I got the store manager to help me. Her name was Melanie. I then told her why I was in the store today and she told me that I would still be paying the monthly service since it was already the 2nd of the month. I then asked her if there was another option since my father's passing was very unexpected and no one was living in the house. She said "No" with absolutely no empathy and compassion. I could not believe that she just did not care and my heart broke. I have been in the hospitality and customer service industry for over 15 years and taking care of my customer's experience and 100% service is number one! It generates business that customers will feel happy doing business with the company. I then told her to close my dad's account regardless and she was like "Have a good day". I then walked out of the store and called Spectrum customer service and they told me that she could have given me options. I honestly didn't care if I was going to get charged for the service but it should be credited to my account when I moved into my new home. The entire team at the Kailua Kona Spectrum store should be RETRAINED to handle customers' request and to understand that a customer could be having a disgusting and awful day but just having some kind of kindness can help the entire company have CONTINUOUS SERVICE AND A JOB! When I find another source of internet provider, I was redirecting my business there 100% unless Spectrum changes there ways. I have been using Spectrum services from when it used to be Time Warner Cable and now, there will be a CHANGE. If you can get services elsewhere, do it. You are giving away hard earned money to a company with no customer service, compassion and you have options. Do not be fooled. read more

Went into store to pay bill, ask billing info for 2 new lines, I just added. When the girl was giving me information , I grabbed a pen out of a cup on her podium, when she started yelling at me for using her pens , she had to pay for ,with out asking for permission first. We went back and forth on the issue.So i asked to have someone else help me when another girl jumped in. And i was told to leave or shes calling security on me. When I asked to see the manager I was told one was not available.I asked for the number of the Manager and name,,and their names they refused to give it to me. The number or names.I was just told to leave again or they would call the police.I left so the police would not be called on me. The STAFF are CONDESENDING & RUDE,THE CUSTOMER IS ALWAYS WRONG And STUPID , SEXIST, RACIST at this store. DON'T EVER use a PEN without PERMISSION Here. Doesn't deserve even 1 star . read more

subpar overprice intermittent service on big isle. Service is so terrible an increasing number of residents opt to use cellular 5g home internet service w (ATT, verizon, tmobile, etc). Though speed is supposed to be slower, spectrum broadband is so terrible that people cant tell the difference. No fiberOptics yet in most areas. read more

Have no doubt the service here is heinous. Thankfully I was closing an account. This has to be the worst customer service I have ever experienced. Why does Spectrum allow this behavior towards long standing customers or anyone for that matter? I should have done the UPS drop off. Lesson learned. No Aloha here! read more

Spectrum as a service provider is poor to middling, as ALL of them seem to be. But Melanie, the manager of the Spectrum store in Kailua- Kona is my hero. She manages the early morning influx of clients capably and without nervousness or stress. She expertly hands the clients needing sales service off to the sales person, and gently assists him when needed. She quickly assists multiple walk ins just trying to pay their bills while being on the phone because the store internet is down and her computer can't take payments! Plus, she is helping the LONG LINE of people here to swap their modems for one that works. She does this with Aloha spirit that makes Hawaii great. I hope you read this, Melanie! Take it to upper management and ask for more money or benefits, because you deserve it! read more

TERRIBLE customer service! Their rates are expensive, the service is spotty and when there is a problem we are met with incredibly rude employees that offer no help to get service restored other than wait several days for a technician. read more

i think its funny when they advertise 99.9 percent reliability when i have not had all my channels for three days . they want me to try their cellular. kiss my butt, cable sucks, its out a least once a month, can't get a hold of anybody to talk about it, internet is a turd, living on an island you dont get many choices, government has let them monopolize, they buy up the competition then they stick it to the consumer. read more

Very rude staff who literally couldn't care less about inconveniencing their long-standing customers. Would not honor my appointment reservation and made me wait over an hour. read more

very bad service. unorganized system waited over an hour. weird authentication methods.

Very disappointed in the customer service. I called Spectrum to upgrade my internet, they told me I needed a new modem because my current modem will not handle the new speed of the upgraded internet. They said they'll mail it and I can hook it up myself, come to find out it was never mailed they marked it as a pick up. Called Spectrum again to get it mailed, this time they did mail it but to the wrong address. So I decide to call again and it took awhile this time to sort out cause the person I was talking to was going to set up the pick up in Hilo when I live closer to Kona. We finally set the reservation for Kona and I realize I forgot my old modem to switch for the new one. I call ahead of time and they reassured me that it's fine and I can still pick up the new one. I arrive at the Kona store and I'm told I need my old modem to grab the new one. The gentleman helping me was very good and he honored it since I was told that. He hooked up my new modem for me so I didn't need to. He told me to come by the next day to drop off my old modem and said I didn't need a reservation. Today I go by to drop off my old modem thinking it will be quick. I stand in line since I was told I didn't need a reservation then one of the lady workers start yelling at me and says I need to sign in. I tried to explain myself stating I was just there to drop off and she cut me off and said "we don't do just drop offs, don't you see there's many people waiting before you". At that point I don't say anything and just sign in. I've always been in customer service and I have NEVER experienced anyone talk to a customer like that. The only thing good is the gentleman who helped me yesterday. I think his name is Andrew? Not completely sure. Overall, no customer should be treated that way and to just simply upgrade a modem shouldn't be this hard. Looking at the other reviews, I'm not the first who experienced this type of service here. If you don't like helping people, you shouldn't be in the line of work you're in. I will be calling spectrum tomorrow read more