I went to the Spectrum store to accomplish a few things, and Emily was able to help me get everything I needed done. I had to return an extra Xumo box, which they had sent me in error, and then she helped me to review my account and set me up with extended discounts on my internet service. I also switched my mobile service from Verizon over to Spectrum, saving $75/month for the first year. Since Spectrum uses the Verizon network, I should get the same service for less. Emily was really helpful the entire time and, with help from a supervisor, was able to correct a group messaging glitch that popped up. It took about 30 minutes overall to finish everything, and I'm saving a good chunk of change. It was definitely worth the time, and much easier and quicker than doing it over the phone or via the app. read more

Spectrum - Storefront in mall - Internet Service Providers Near Me - Kaneohe, Hawaii

I'm am sick of having to reset the TV, when it says you have a connection problem when you don't.Every 4 hours on the TV shuts off if you do not press any button! Dislike having for the TV. to have to count down usually from 9 to O. Miss a lot of the program you were previously watching! When it's time for commercials. the volume level automatically goes up, most time having to turn the volume on the remote down.And the cost for basic cable is outrageous! Not a complainer. Just stating facts. Frustrated customer! read more

Spectrum is the worst. Don't bother.. The right hand has no clue what the left hand is doing. It's all about making a sale and just forget about the customer service. Save yourself some grief. Go to Hawaiian Telcom... Nothing local about Spectrum... talk to Texas, North Carolina, but nobody in Hawaii... What a disappointment.., read more

The customer service here is worse than the DMV. Two workers just standing around doing nothing while only two workers at the counter. You're supposed to check in on an iPad. but they don't tell you that, let you stand just stand there thinking you're in line. Once you do check in, be prepared to Wait a couple hours read more

Took 5 hours to get helped one employee 40 people waiting. I don't know what else to say since yelp wants 85 words.

slow, understaff is me being nice, terrible customer service. just to drop off shouldn't have to be an hour wait. ridiculous. was four staff and three decide to take break one time. read more

Called in on problems on my cable .service tech (Ikaika)came out right away checked everything and explain why and what was happening and what to expect . How long it would take and if it's still a problem who to call . Really helpful and pleasant . You rock spectrum read more

Paying my aunty's bill... for television and landline telephone... It just so happened that I looked at the opened envelope on the table next to my aunty's chair. I asked her why there's a returned check? Doesn't that mean you have to pay again? Did you call? Where? I don't know. I don't remember. I knew that there was a new Spectrum location in Kaneohe's Windward Mall. It's located next to Target on the upper level. If you enter from the parking lot, the door is between the upper level of Target and the entrance to the mall next to Kikuya Restaurant. I didn't want to go to the Ala Moana location... that's a zoo... LOL! This Kaneohe location is really spacious. However, there was only one worker and six stations. Yeah. The nice male worker - Sean - was helping a couple. He gave them a waterproof bag! He was very thorough and thoughtful! There was another customer waiting on a sofa. I signed in and waited my turn. At least the chairs are comfortable; there's air-conditioning; and pleasant pop music playing. The computer system crashed, and the transaction ahead of me was paused. Haha! The customer left. The store was supposed to close at 7pm. Sean locked the doors. There was another gal behind me in line, but I was next, and Sean did his best with a crashed system. He was patient and respectful. He showed me how to pay the bill on the kiosk since Spectrum will no longer accept aunty's checks. Once a check bounces, they won't accept another check from that customer. Lesson learned. Thank you! read more

See all

I wish there was a page for Spectrum the company itself, rather than just the individual retail locations. You can really only review your experience as a whole, but's it's a mixed bag. The local techs that comes out to your house provide exceptional service. They are always friendly and know their stuff. They don't leave until everything is working and you understand how to use the equipment. We don't love going to their store at Windward Mall so much because everything takes longer than it should. I've never been treated rudely, but you could say lack of enthusiasm for their jobs can sometimes be a problem. Otherwise they get the job done, but I've never gone there to order new service, just swap out equipment, etc. They do what all cable companies do and offer excellent package deals to suck you in as a customer, but none of the prices quoted ever hold. You might still get a promotional rate on one thing they promised, but they look for other ways to raise your bill every few months one way or another. Our bill went up over $100/mo with the supposedly new promotions that were applied after the originals expired. I found better deals and have slowly been cancelling my service with Spectrum as I move to new providers for TV, internet and phone. They are obnoxiously pushy when you call to cancel. You can tell them ten different ways you already have another provider and are no longer interested in Spectrum's services and they want to hold you hostage and not let you leave. At one point in the 30 minute call I asked the agent if I needed to call a lawyer to end my service. I finally had to tell her I was recording the conversation and it was going online if they didn't stop refusing to cancel my account. Boo to you, Olivia in North Carolina. Today's call was to close my account completely because I had finally found a better internet provider. We can only have Spectrum wired in our building but after trying a couple of wireless services I finally settled on T-Mobile. They have a deal right now for $50/mo for 5g Home Internet, and that price is locked in for 5 years. So far the service is faster and more reliable than Spectrum has ever provided. We paid for Spectrum's upgraded internet plan but never got more than base plan speeds, and the wi-fi dropped connections between our devices constantly in a very small apartment, even with the "advanced wi-fi" account add-on. You might think you have no other choices, but you probably do. I found better, less expensive alternatives than Spectrum for everything. As long as they think they have hostages they will change nothing. Prove them wrong. read more

Located in Windward Mall, this Spectrum location is a much needed support with all their Windward customers. . Two stars because the service is slow and the customer service is lacking. Much like the other reviews, the staff working are fickle and your personal experience may vary. Ive been here to pay bills, pickup or exchange equipment, and to even inquire about new services. . Not sure whats worst, Spectrum's online overseas customer service or their in-person storefronts. You pick. read more

Absolutely the worst money spent on any service of any kind in Hawaii. This company never makes an effort to deliver a better product that works consistently. Never!! And why would they,..... no need when you control the market. Service and customer support are good to very good but when you're already handcuffed tech-wise due to vastly inferior products/infrastructure/training etc...... yeah, ya get it. It's never ever gotten better. And to top it all off, Spectrum sports product choice and delivery is an absolute F+++. Charging ungodly amounts to watch a terrible football team. Do you even realize the damage you are doing to the community involvement in our ONLY semi major sport, finance wise?? SERIOUSLY?? Do they pay your marketing people to purposely destroy a product. It's working phenomenally and if that's the goal, bump their pay scale. You're crushing it in this department. Airing inferior products over products Consumers want to watch due to "having to spread it around to make it equal" hurts this company. DEI (whether they'll admit it or not) has had a major role in what is aired and it's sad that so many sports that are wanted to be viewed are overlooked. Tech will change, cable will die eventually as we move on to superior mediums. Perhaps this company should at least give something back to the State and the people that they absolutely took advantage of. Putting your name on a stadium would be a good idea. We still wouldn't like you but at least we could go to a nice stadium rather than paying $100 for a crappy football game or watching another replayed D2 girls soccer game on a failed product. read more

Depending what time you arrive Sooo many people in line. Slow moving it will drive you crazy if this happens better to come back another day. read more

I understand why this location has a few stars. There's so many workers and they aren't helping customers. I came at 2:00 on a Friday when there were 4 people waiting and 4 workers yet I'm somehow waiting for 25 minutes to be helped. I just wanted to switch out my router. Once when I got helped the 4th worker started taking customers. I don't understand how their system works but it could be more efficient. The workers are nice and helpful though. read more

Worst customer service, they take forever, and the past several times I went in for help I had to go back in because they didn't fix the problem. There's no integrity to help their existing customers and they lack competence. I don't recommend this location at all. read more

I went there to simply drop off two cable boxes and it took 35 minutes. The girls were rude and made me feel like I was the problem. I phoned the company afterwards and I don't expect them to call me back because it's obvious they don't care. They had 6 terminals in the store. Only two girls were at terminals and 3rd came and went. There was no reason that they couldn't have taken the boxes in a few minutes. I'm two spirit (trans) and the girl I believe named Carly wouldn't even to talk to me, but spent lots of time talking to people who came in after me. I will never go into that store again, I didn't feel welcome. read more

Turned in a couple of our boxes for cable. Went back on Sunday to turn in the last two because our TV's worked without the boxes. Wanted to also change our cell service to Spectrum. Went in on Sunday because the salesperson told us she'd be working that day. She didn't come to work (ok, maybe something happened...) BUT, NO ONE ELSE could help us with ordering phones, etc. Employee said he sent her a message so when she comes back to work, she'll call us. It's been 5 DAYS, still no phone call. Store location has NO PHONE number for us to call. Terrible customer service!!! read more

Absolutely no one in the store and I was just trying to drop off equipment. Kiana told me to sign in and made me wait, I'm not sure what for. Makes me want to change my service since the customer service was horrible. read more

My experience with Skye was excellent. There was no rush during our interaction. When she asked a question she actually took the time to listen to my answer. I came in swap a remote, quick and easy. During the process she asked if there was anything else and then I remembered one of my promotional rates was ending soon. She confirmed that there was then we went over options that were available to reduce/offset the bill increase. I made my choice and we began the lengthy process of following the steps that Spectrum laid out for their employees. Throughout the process she was patient and had a positive attitude. Never made me rushed. In the end she took the time to be sure I understood the changes that will be happening to my bill, which was appreciated. read more

-0 stars the customer service is terrible. we have been waiting in line for 2 hours. there was 2 workers but one worker left. lobby is full of waiting customers read more

Spectrum - spectrum service desk - Internet Service Providers Near Me - Kaneohe, Hawaii

Took over 2 hours just to drop off router equipment... so fucking ridiculous! They were also so unhelpful. Horrible service. Waste of fucking time. I wish I never had spectrum. Do not recommend! Go somewhere else! read more

very fast service! The person helping me was very pleasant! Advise making an appt before going, had 6 people on the walkin list and I was the only one on the appt list so I got helped within 2 minutes!!! read more

GET QUICK SERVICE at Spectrum I changed my TV / Internet plan and had to return equipment to Spectrum so I researched the reviews on YELP and also perused the Spectrum website. From these two sources I had my game plan set and first did the following prior to departing to the store: 1) Call Spectrum to notify them of the change in plan before going down to the store so that your visit will be expected. 2) Make an online reservation on their website for a date and time to return the equipment or meet with a representative. You will receive a confirmation number via text or email. Upon arriving at the Windward Mall Spectrum I noticed at least a dozen or more people waiting for service, and the fear of a long wait entered my mind, floating in my head were the several 1 and 2 star ratings that I had read on YELP. It may not be very obvious, but it is very important that you must sign in on an iPad located at the entrance. If you miss this Spectrum does not put you in the queue for service. After signing in on the iPad I received a text message confirmation that I was placed in line for service. There were not any available seats left in the front area so I proceeded to the rear of the store and found a Covid safe seating. My butt didn't even get a chance to warm the chair as I was quickly prompted with another text message that it was my turn and to proceed to the front service desk. I bypassed the majority of the individuals that were at Spectrum before me so I theorized that they didn't make an online appointment. I was immediately greeted by a Spectrum Sales Specialist Sailen Farias. He was very friendly, made small talk, and efficiently handled my return. In total I spent less than 10 minutes in the Spectrum store and left a happy customer. I believe that the lesson here is to prepare yourself, do your research before you go, and follow the instructions....Your chances of a favorable outcome will be greatly increased. read more

Spectrum - Internet Service Providers Near Me - Kaneohe, Hawaii

i visited the store today. four employees walking around not paying attention to what's going on in the store. This location is bigger but is it better. NO, the location at Windward City Shopping Center and the employees were friendly, and provided great service in a timely manner. Very disappointing. I went there to discuss changing my mobile phone service. I don''t think so. Although I received a one year free service offer, do I really want to have to worry about the service after I switch over to Spectrum. I felt the need to share my experience and disappointment. at least one star is required otherwise this can't be posted. read more

Nothing is more frustrating than poor customer service. Sitting in spectrum store in windward mall in kaneohe hi waiting for an hour. Three associates helping customers and when my name is next the staff went down to one. What type of service is that?!?!?? read more

Customer service here is very rude everyone has a attitude and no aloha at all. Spectrum needs to fix the way they handle business and customer service. If we are just coming to drop off your own spectrum equipment it should be a quick service, we shouldn't have to wait over an hour for our name to get called to do that. My suggestion would be to have your employees greeting everyone that walks in, if anyone has a question they should be respectful not give an answer with an attitude which your employees here are doing. The employees that are just walking around in circles should also ask the customers what it is they are there for so that they can better manage quick and quality service for everyone and make sure everyone is happy. I believe this would be ideal for any company if they want to keep a good name and good a business etiquette! read more

Spectrum - Miserable employee with an attitude - Internet Service Providers Near Me - Kaneohe, Hawaii

Beautiful new location in Winward mall! I came on Monday afternoon store, nice and bright and clean. Staff very friendly and I was helps right away. All my questions answered an issue resolved in less than five minutes! I know utility stores can get crazy so timing the trip right makes a difference, but you gotta have great staff to begin with and they for sure do. read more

Kaneohe peeps. Our local spectrum store has moved from Windward City to Windward Mall! They are located right next to the mall entrance where the garage is. So they'll be in between the new target and the entrance near Straub and the theaters. This location is so nice and BIG! There are multiple help desks where an associate can pull up your account info and assist you. As soon as we entered (garage side) there's a sign that tells you to sign in the iPad. However, we were quickly greeted by a worker named, Sailen. He chauffeured us to the main area, which was closer to the mall entrance to his work station. He quickly asked us how he could help us and noticed I was carrying my modem. Just by looking at the type of modem I had, he knew I needed a new one. Little did I know, even though it was relatively new, it was a refurbished one and they were having lots of issues with it. Blah. But the current ones are all brand new and much better. Hooray! He was also very helpful is helping us add me onto the account so I could come down to the stores without my dad. Long story short, it was a huge issue and even though I was on there before, somehow it didn't show my name and nothing can be done unless you're listed on the bill. Then, my dad decided to ask him about their cell phone plans. ‍ haha. Poor guy was so nice enough to go through all these options, did a savings calculation for him and stuff. He didn't change anything but just the fact that he took the time to go over everything was much appreciated. We weren't rushed or anything. Sailen, thank you so much for taking the time to fix our issues. You deserve 5 stars! read more

Spectrum - Main area with display tables. - Internet Service Providers Near Me - Kaneohe, Hawaii

See all

We bought new phones -upgrade- and changed provider - Kiana, in the Kaneohe Mall, was our spectrum point of contact . Very impressed with her customer service abilities. Dealing with a a couple of seniors not that Akamai in technology, she worked with us thru the process . It is a PROCESS. It took time and that's what it takes to change carriers from AT&T to all spectrum - cable and now cell phone service . Kiana is good - patient, kind and informative The spectrum process was slow - thanks for a understanding technician read more

Personally I liked the previous location since majority of the time that I went in to replace equipment that location was empty. Learned that there is a chance that when there is an internet outage that when it comes back on that its possible to damage the modem. That being said the last outage knocked out our modem. The new location is very fancy and still has that new store look. Don't forget to check in at the kiosk when you arrive and pay attention to the screen in the corner to see where you are in line. They even told some people that they could walk around the mall while they wait. It would be nice if they handout pagers in the future. Its nice that there are many benches and there are nicely spread out through the store. The actually process to swap out the gear was fast and painless. The worker did such a good job and the overall wait wasn't long. read more

Just switched to another provider because Spectrum was becoming too expensive. Unfortunately, I was unaware that because I switched after the start date of Spectrum's billing cycle, I was charged for an additional month of service that I will not be using. This resulted in a 7-day overlap, as the new billing cycle began on December 23. I was informed that Spectrum does not prorate their bills, leaving me with no choice but to pay for this unused service, even though I was disconnected as of December 27, 2024. Spectrum shows no compassion for its customers, and I would not recommend them in the future. While the employees are great, the company itself does not meet my expectations. read more

They just suck. Very unprofessional. we talked to so much representatives to help us with a situation we had they said they couldn't do anything about it and we were left with a 500$ bill. by the grace of god we got blessed to talked to someone from Oregon and solved our problem in two minutes really WEIRD. read more

I would choose zero stars if I could. Spectrum is the biggest ripoff for cable/internet. I had service for 20 years with them as there was only one alternative and I was told they weren't good either. Welp.... Along came T-mobile whole home internet so I quickly cancelled my Spectrum. Needless to say, they "don't prorate" so I wasted $240 on 28 days of service that I no longer need. When I called customer service, their only focus was to keep me as a customer and also couldn't prorate my last 2 days with the shittiest cable and internet. Adios Spectrum. I am so happy that there is competition cuz they need to feel the pain. read more

Whenever I have to come here I make sure I blank out 3 hours of my day because that's how long you'll likely wait for service. So much staff doing absolutely nothing. At least 4 workers here and all are in the back doing I don't know what. But not their jobs. read more

For my Christmas gift my husband purchase a brand new iPhone 15 Pro Max phone. The sales person who sold it to him told him it was gold. When I opened my gift on Christmas morning it was Platinum not Gold. Today we went to the Spectrum office at Windward Mall to exchange the phone for another color and we're told that they have to charge us $50! Seriously?! After spending over $1,200!!! This is the worst customer service ever!!! I HIGHLY RECOMMEND YOU CONSIDER A DIFFERENT CARRIER!!! read more

Nothing against the employees or this location. My review is about Spectrum internet service. It's extremely bad. A small fraction of the speed that was promised when we signed up. I lived in a 3rd world country with slow intermittent internet and this experience with Spectrum gave me flashbacks to that. Luckily we hadn't cancelled our HawaiianTel service yet or we would have been S.O.L. Don't be fooled by the cheap introductory rate. I'd rather pay more for internet that is actually usable. No wonder they have their installers going door to door making cold calls trying to sell this. read more

First off I didn't like the fact that there isn't a phone number for this physical store. Only one number which is in Wisconsin. Mainland couldn't tell me where it was in Windward Mall or where the closest disabled parking was. I arrived at 1 1:45. The appointment I made online was for 2 pm. Upon entering the store there were 2 employees helping 2 customers. I sat down and thought because I had made an appointment I would be recognized. 2 other people were helped as I waited. At 2 10 I asked if my turn was next, they asked me if I had checked in at the kiosk. Didnt see the kiosk. They saw me come in yet didn't tell me to check in until I asked if all the other customers had appointments. Of course they didnt! Why did I even make an appointment?? Should have just walked in without an appointment. Not kupuna friendly. Disappointment. read more

30 minutes just to drop off equipment or else you have to pay up to $150. Seems shady to me. You'd think they'd have a quicker way to drop off equipment/get a receipt, rather than have to wait for new customers in sales. There's definitely a better way to do business. Otherwise good customer service. read more

Spectrum - Equipment waiting to be returned. - Internet Service Providers Near Me - Kaneohe, Hawaii

Came in to change my remote that no longer worked. The young woman, Skye, was so nasty and disrepectful that I was caught by surprise. She had a mask on and I misunderstood what she said, so she blasted me and walked away. I'm 80 years old and don't hear as well as I use to. The young man that was working with her seemed embarassed by her behavior and apologized to me. He was very kind and I felt bad for him....that he had such a terrible co-worker. Skye deserves zero stars....her co-worker deserves 5 stars. Skye's behavior leaves a lasting bad impression for Specturm. Maybe she was just having a really bad day and decided to take out on a kupuna. read more

Painfully slow service. 22 people waiting in the cue on a Saturday afternoon with only two employees working. 3+ hour wait. All I needed to do was drop off cable boxes. I was told I could make a reservation online. It's unacceptable Spectrum. Get your act together. read more

Don't know who the manager of this place is, but they need more training on how to schedule workers. I don't know if someone called in sick this morning but there were about 8 people waiting and only one worker. To make things worse the alarm bell was on and nobody knows how to turn it off. The worker was really patient but where is his help. It's ridiculous. I just needed to replace a remote and had to wait over 40 minutes. You guys should move back to windward city. No sense having a beautiful store if you don't have the staff for it. read more