Sooo..... A week ago I had upgraded my internet service to the ultra WiFi. Customer service or who ever I was talking to on the phone told me unplug the wires and just return the modem I had and receive my upgraded one. I went to spectrum gave them my modem and received a new one that looked just like the one I gave them. I went home , activated my modem and that was that. Today, I woke up to no WiFi and didn't understand why. I called and spoke to a tec server and let me tell you.. that conversation was ALL types of annoying. He kept asking my what router was I using and I told him I didn't have a router several times. I only had the ONE modem that spectrum had given me when and a Ethernet wire I got from target that was connected directly from the modem to the Xbox. Still, kept asking and the conversation was stuck on the router issue and I just started to get irritated. I than just asked, why cant I connect ANY of my devices to the WiFi and they told me it doesn't show I have WiFi with spectrum....mind you....I've been paying for WiFi for over a year so I was just OVER IT thinking this dude needs to be fired for being clueless and not knowing ANYTHING I was trying to tell him. He than scheduled me an appointment for a technician to come by tomorrow and check out what's wrong and hung up. I was still annoyed because I had no WiFi and our service absolutely SUCKS without WiFi. So I called again asking if my wifi was disconnected or if I missed a payment OR SOMETHING. Cause dude I was talking to had my thinking my internet was no longer in service. The girl I spoke to was really nice and informed me that I do have WiFi and tried her best to fix the issue on her side but STILL no luck. Told me that my appointment for tomorrow should tell me what the issue is...... My husband comes home and ask if we can just take the modem and wires in to have them check it instead of having to wait until tomorrow for a technician so I call, asked and confirmed that I could. SOOOOOOO , (I know, does it end right? Lol) I pulled out the wires and took it in. The man who helped me was such a HUGE HELP!!!!!! Turns out, the reason I wasn't Receiving any internet was because when I went in last week to get my "upgraded modem" they gave me THE WRONG ONE. Seems like they just replaced my old modem instead of giving me my NEW MODEM WITH A ROUTER!!!!!!!!!!!!!!! Honestly........ I'm grateful for the man who helped me at the store today And the technicians that I spoke to on the phone. It wasn't there fault . I love spectrum but THIS one bad experience made me wanna pop a bottle and call it a night lmao. It was THAT type of day. A whole lot of stress because of the ONE mistake that was made when I went to get my "upgraded modem" last week. Aside from the stress today, my wifi is working AWSOME now that I have my new modem AND router . Would've been nice if I received a call or email as to why my wife was disconnected today. Could've saved me a lot of phone calls and time. But let's take today as a lesson learned lol read more

I went to Spectrum today to exchange my wifi box I got there check in and had to wait there where people in front of me waiting to get help only had 2 workers working at the time all the customer were waiting in front of me ended up leaving cause they didn't want to wait maybe like 5 customers finally when I got called he said hello and ask how he could help I told him I'm exchanging my device he took the old one and gave me a new one this one came with 2 device he told me how to hook it up and that everything was ready to go he gave me a paper on how to set up the device I get home hooked everything up and to find out it wasn't working so I called customers service and told them what I was experiencing and she looked at my service and we tried to do a reset then she realized that it wasn't even activated so she activated everything I thank her for her help I forgot the customers service name that helped me over the phone what was Irrz was that one worked said one thing and you go home to do it and everything he said wasn't true sad read more

They just recently opened and conveniently located in kapolei by DB Grill. I had to take my mom to go to pay her bill and just so happened I went to Gyu-Kaku to eat yesterday when I noticed their location which happens to be much more convenient than driving out to Mililani. Upon walking in we were immediately greeted(sorry I didn't get her name) but she was extremely nice and helpful. When you first walk in they have a tablet for you to check in which is super convenient. It asks for your name and what you're there to do and if you had a reservation. They also have a screen showing your name and the order customers came in and multiple stations with workers to help. There was a small wait but what made it more convenient is that they actually have a self kiosk in there where you can make your payments via cash or card. If you're using cash it doesn't give change back so if you put in more that your bill it will save it for you next bill. The worker immediately showed us the kiosk and helped my mom out for every step. They also got phones in there to sell as well as phone accessories along with their normal products. Overall, our experience here today was excellent and will be our place to go to when we need to. Their layout of the place is very open and airy and spacious which I love. Definitely stop by and visit them! read more

I do not remember the date but it was a morning . Came in exactly at 10 AM with appointment . Was right away called by a gentleman named JOEl. I wanted to get new phones and new services , and he did a great job of breaking things down for myself and my family . He told me " Do not worry guys , we will get you what you need before you guys head on out" . That's what I'm talking about ! Some confidence and assertiveness by a salesperson . No cutting corners , no small talk ! Sorry as a person myself I hate when Reps make small talk and sneak there way into selling , but nope Joel just cut right to the chase and I loved it from the start . The LAd was very friendly and laidback . The line can be a wait but if you guys are looking for good services , straight and direct no dilly dally... please see the Spectrum Kapolei representative JOEL. And a update one the phones he sold us , We were looking for phones that were simple and easy to navigate , Joel took us to the table and said " Phones are very important for people now a days , and here are the phones we have that will get the job done and in your piece range "Joel then proceeded to answer our questions about specs and we were just shooting him with questions and he was answering them like he had bullets loaded in his 44 magnum ready to go. What a knowledgeable person in technology and the Spectrum products they all had advertised . Overall the store was getting busy and my wife had said that we didn't want take up his time , but Joel was very good at giving us his full attention to what we needed . He told us his objective is to get us what we needed and be as helpful as possible . What an experience !!! Thank You And mahalo read more

beware spectrum does false advertisement they sucker everyone in with their low bundle deals and then after a year they raise the price by over $100 extra on your bill thats over $1200 a year extra from what you used to pay when you get suckered into signing up and they also say that you can call their customer service to take advantage of the new promotion deals and when you call they tell you un the very very fine print it says its only for new customers. not for preexisting customers oh but u have a $9.50 discount lol crazy never had i paid this ridiculous price with hawaiian tel and they always offered and let tou take advantage of new offers gonna see if hawaiian tel is now offering higher gigs in our area and definitely switch they were the best.... everyone switch over to hawaiian tel bc spectrum is a total rip off.. seriously read more

Went to the Kapolei Office. I first walked into the Diamond Head entrance. I walked around and browsed around ; no one said anything or acknowledged me. I asked one of the attendants and was directed to the Waianae entrance where the sign in tablet was located. He helped me to log in my name and confirmation number and my name went to the top of the list. Mitchell came to get me and helped me and the wife switch from Verizon Mobile to Spectrum Mobile. Mitchell was very polite, patient, knowledgeable and very helpful. He did everything for me and the wife's iphones and transferred our accounts from Verizon Mobile to Spectrum Mobile without any problems. Great customer service!!! read more

Good service overall , I think there was an employee that was Sick because the individual was coughing for straight 3 hours the whole time I was there . Unfortunately I couldn't wait any longer so I got helped by the employee . It was a very long wait time , line was very long and only 2 people at the time . The employee was very polite and right away apologized because of the state of the worker and the coughing . Everybody could tell that the employee was very sick but was still trying to service. Also and stating that if I would like to get help from another worker if I was not comfortable, and I couldn't wait any longer so I said that's okay . I was there for a simple device swap but , I tell you for a employee that is clearly very sick , and still showed up to work is mind baffling . I say it's mind baffling because first off, nobody should be working if you are clearly showing bad symptoms of sickness... Just goes to show how they run things I guess ?? - overall this employee helped me out a lot by saving me money and the service that he provided was very excellent . I didn't even notice how much I could save until I was told and what I was directed to do on my account . Thank you so so much to the employee that helped me!!! I was going to ask for a manager because I don't think it should be okay for an employee to be coughing that much or to be in that kind of state the person was in. But I over heard that there was no manager... so I take it to yelp ! 5 Star for the employee for being persistent and being positive and doing what he can do 0 Star due to company letting employee work while clearly showing symptoms of not being okay to operate ... the guy sounded and looked like he had tuberculosis for CHRISTSAKE! Very very bad on spectrum from our point of view read more

Don't bother coming here their check in machine doesn't work. I had an appointment reserved for 10 am but when I used the check in machine it rejected my check in saying it was unable to generate a ticket. While waiting for someone to help me in line the workers continued to take walk ins after my arrival. I asked one of the workers named Lance P. are you guys taking reservations the check in-machine isn't working? And he simply ignored me and continued to take walk in people. So I went to his other co worker who was helping someone at the desk and I asked if they are taking reservations because the machine isn't working properly. I showed him my reservation confirmation on my phone. Reluctantly he helped me next but not one apology was given for any of the mix up or technical issues. He kinda shrugged it off and ignored it. Finally got help almost half an hour later which almost made me late for my doctors appointment scheduled shortly after. What's the point of having a reservation system if you don't follow it. They should at least ask people in line if they have a reservation first and prioritize. I get you guys hate your job but at least be competent enough to help customers appropriately and professionally. Terrible customer service. Don't come here unless you're desperate or you don't need help from a human being. Lance P. has an attitude management needs to clean house here. What a clown show. read more

Went in for a 5:40pm appt to upgrade my phone. The guy who helped me was rude from the time I got to him till the time I left. There was a issue that wasn't letting us proceed then his computer crashed and I asked him is there anything else you need from me, he then said "no your good bro" and I'm a fucking female! I'm a normal instance who cares but the fact that he was rude and then said that. The worst customer service! read more

THE WORST place ever! They NEED to fix their kiosk! Been broken for several months already! Way tooooo long for just to pay a bill. Easier when they had the kiosk in the wall but NO!!!!! STILL BROKEN! AND, only 2 associates? Seriously? On. A Friday? UNREAL! read more

BEWARE - once you sign up it becomes a circle...go on line...make a call...and back and forth.....I been working an issue for over a week to simply to see after many years am I getting the best deal and I am told - go online an check...go online has no prices....then says call...then I call and they say go online......REALLY ....they play the monopoly and it might just be worth any other provider that can provide real customer service! To be clear - my attempts were on the website - then via phone and was told to go to the website - then the website said to call the agent - then I tried the chat and again was told "sorry no info in your area - call the 1-800 number"...... read more

I want to give JACKY JACKSON at the Kapolei Store an INFINITY OF STARS!!! She went above and beyond CUSTOMER SERVICE to assist us with our unique situation. She knows her job and gives it with ALOHA, she is very knowledgeable of her job, products, and services that Spectrum offers to their customers. Mahalo Nui Jacky for YOUR MANA'O, ALOHA, & giving us MILLION% of Customer Service and beyond once again. I will refer anyone of my friends and family to see YOU!!! Because I know you will take care of them as you took the time to take care of us. Spectrum should be very fortunate to have an EXCEPTIONAL employee in YOU. read more

Chris at this location is AMAZING! Above and beyond! If you want honest and amazing service come talk to Chris!

Very disappointed. I was instructed by a customer service rep over the phone to make an appointment before going to the Kapolei store to expedite service. So I had to wait 2 days for today's appointment. When I got there today I didn't realize the store didn't open until 12 pm, my appointment time. So I waited since I was about 15 minutes early. I stood in line 5 minutes before the store opened. When the worker came out he said they're taking everyone in on a first come first serve basis. So I asked what about those with appointments, he said we would go in the front of the line once everyone registered in the kiosk. That's not what happened. He told the three people in front of me to go straight to the counter without registering in the kiosk at all. I on the other hand had to register in the kiosk since I now had to wait since there were no more available workers. What!!! Wait a minute. I am so livid that I took the time to write this review which I have never done before. Poor customer service Spectrum! If I could give a zero rating I would. Two thumbs down. read more