Went to pearl city one and they take so long I ended up leaving.. cause they had 3 associates and 2 helping customers and the other one is staring at me at the computer n then headed up to mililani and same thing! All im here for remote read more

If you ever want to understand exactly why Spectrum reviews in Hawaii look the way they do... just visit the Mililani Town Center location. I came in around 12:00 PM with the simplest task imaginable: just to return a modem. That's it. No tech support, no complicated request -- just drop off, confirm, leave. But apparently even that is a journey. When I walked in, there was one lady slowly walking around the floor, occasionally telling people to "please wait"--almost like a hall monitor but with less urgency. Meanwhile, I watched two employees walk out from the back, tap around on their computers for a bit, and then... disappear right back into the back room. Not sure if they were on a side quest, but whatever it was, it wasn't helping customers. Then came the next highlight: a customer walked straight in, went up to the employee at the desk, and was told to "sign in, there's already 10 people in the queue." Ten. People. Waiting. While only two employees were actively helping anyone, and three casually hung out in the back like it was a break room. To add to the experience, one of the two employees was "talking story," chatting casually instead of helping anyone. Honestly, it would be great if staff were proficient, focused, and aware that customers are literally waiting right in front of them. Priorities! But here's what bothered me the most: About 60-40% of the customers were elderly, many just trying to pay a simple phone bill. I was sitting on a chair nearby, and I could hear the grandmas talking about how they don't have the time or energy to wait this long. You could genuinely feel their frustration, and honestly? I felt for them. For a lot of these kūpuna, this isn't just "an errand" -- it's taxing. And yet Spectrum continues to market themselves as: "The most reliable Internet you can count on. It's only everything." Everything... except customer service, efficiency, and basic compassion, it seems. How They Can Improve * Increase active staffing during busy hours -- not just bodies in the building, but staff actually helping customers. * Limit casual chatting during peak times. Talking story is great... just not while 10+ people are stuck waiting. * Create a streamlined line for simple tasks like equipment returns and bill payments. * Prioritize elderly customers with faster service options or dedicated assistance. * And most importantly: align the in-store experience with the reliability they keep advertising. Final Thoughts I walked in disappointed and walked out fully understanding why this location has the reputation it does. Hawaii customers -- especially our elderly -- deserve better. Spectrum can fix these issues, but only if they choose to actually show up for their own customers. read more

Instead of offering me their current promotion to keep me as a customer, they knocked me down the waitlist & bumped up others who were not cancelling their service. Now, all their offers in the mail goes into the shredder! Most people that work there just don't care. read more

They spend at least 30 min with every person with zero sense of urgency. No regard for all the people waiting. Only go there If you want to Spend hrs waiting... read more

I'm a little torn writing this, because Tanner was such a helpful and patient Specialist and we truly had a great experience working with him. However, we visited the location three times, and two of those three times had the worst customer experience. I understand the long lines, but when the store is flooded with customers and a manager comes out to "help" but doesn't actually do anything other than walk around avoiding eye contact with the customers, that doesn't do anything. Another time we went to exchange equipment and the specialist who helped was anything but excited to talk to a customer. He didn't even acknowledge or explain a process, and when I asked a question he seemed annoyed that he needed to answer. All that to say, everyone needs a little training in customer experience. read more

I went to Mililani spectrum to exchange my cable box after the storm outages. They ran out of cable box real fast so I had to go back the next day cause they mentioned that shipment of cable boxes should come in . Sure enough they were restocked and with over 20 customers waiting I was out of there in 15 minutes . Customer service was excellent. read more

Took over 40 minutes just to return equipment. There was a lady in back that kept popping out, but did nothing to help move the line.

If I could give zero stars, I would. Spectrum's customer service is a complete joke. They kept me on the phone for 23 minutes, and every minute or so they'd either go silent or put me on hold for another three minutes, just to come back and offer some new "lower payment" deal I never asked for. It was like a bad loop that wouldn't end. All I wanted was to cancel my service, not play phone tag with a script. Even after I told them I lost my job, they still kept pushing discounts like that would magically change anything. Then they started asking personal questions, what TVs I have, how many people live in my house, and what kind of phone I use, iPhone or Galaxy. Like seriously, I have to tell you what brand of phone I own just to send a text message? What are they smoking? Do they really think people are that stupid? Playing games to dig into customers' personal lives is unacceptable, plain and simple. They're cruising on a very thin line toward a lawsuit. Just watch. And the cherry on top? They offered a "temporary hold" for five dollars a month. A fee to not use their service. That's comedy. They couldn't even match T-Mobile's forty dollar unlimited internet, which actually makes sense and respects your time. I don't even blame the workers, because they're just trying to feed their families. I blame the company. The system is garbage, the tactics are manipulative, and the customer experience is a disaster. Here's the truth, when a customer says cancel, it means cancel. Not stall, not negotiate, not pry into personal life. Just show some respect, hit the button, and let people go. read more

I have spectrum Internet service. It's the only way I can use my phone otherwise I have to walk to get a signal. My Internet is not working. I have called three times and everybody is telling me I have an Internet connection bullshit do not I repeat do not go to spectrum their customer service is absolutely fucking worthless. read more

No longer in mililani tech park where it used to be simple) Located in Mililani in same shopping center with Longs-- Ufc gym.. At&t (center across walmart) I Just had to drop off my equipment but had to wait and stand in line along with their phone customers and retail..and was never told i should or could make an appt ..after waiting for all those with appointments then you gotta wait in line for walk ins...real unorganized ....I guess since they know you dropping of equipment and cancelling they dont care ....lose money!!! At least they have alot of comfortable seats because you will be waiting along time....fail !! Even the staff said 80% of the people waiting is to drop off....it took less than a minute to drop off but had to wait 1 1/2 hours to do so.. Oh wells. If you are looking for unecessary waiting ..abundance incompetence and just a very unorganized experience then this is the company for you..everybody else just go elsewhere read more

I live two minutes away from spectrum Mililani tech park and my TV has not worked right for two weeks. Twice techs have come to my home and said they can't fix it. I pay them $300 plus a month and they can't fix my tv! But they sure do want their money! I'm paying for a service I'm not getting read more

Had a scheduled appointment to pickup modem equipment and i got there and they said they ran out of equipment!!!! Why not save equipment for those who have appointments to PICK UP EQUIPMENT?? Waste of time. No one bothered to call me to let me know either! Going back to hopefully get the equipment this week...i cannot stand when people waste my time!! :( read more

Very unpleasant experience. Just switched over to Spectrum last month and one of the Xumo boxes doesn't work. Lucikly the store was empty on a Wednesday morning at 10:30, but I don't know, the way things went with the customer service girls, I just didn't like it. read more

Came to pick up our equipment as we just started a plan with Spectrum. Customer service was great and it was super quick and easy!

I came here Mililani today before they open to return my equipment. A line started outside. There is 5 people ahead of me and more behind me. There is only 1 person working. Crap service !!!! Oh one employee just walked in. Late to work??? read more

They better wise up because they don't respect the elderly. Tell me why my mom called me because this damn location was giving my mom attitude and did not want to help her at all. Best believe I'm going there and telling them straight up. Everyone here's a warning about their customer service if you go there read more

Lobby full with people waiting for over an hour meanwhile this guy been standing at his computer the whole time not helping anyone. Only 1 associate helping customers lol ridiculous. read more

Spectrum - Associate at computer not helping a full lobby of people. Been standing there over an hour. - Internet Service Providers Near Me - Mililani, Hawaii

We have been having issues with our internet running very slow for a while now. This is very irritating since we switched from Hawaiiantel to Spectrum for the faster internet. My husband called and they tried some troubleshooting over the phone which did not work so they came to the conclusion that we needed to switch out our router. We came in and there were 4 people ahead of us. We waited and waited and waited...you get my point. We finally got to the point where we were supposed to be next in line then another name mysteriously appeared in front of us. When the associate called that person my husband asked why he was called ahead of us and was told the man had an appointment. Why wouldn't the person that assisted my husband the night before make an appointment for him? Overall poor customer service and communication by Spectrum! read more

Spectrum - We are next...finally - Internet Service Providers Near Me - Mililani, Hawaii

Hate coming here. Most times Kiosk machine broke and when working never takes cash. Always only 1-2 employees. Bring a book to read if come here read more

If i could give them 0 starts I would definitely do it! Such HORRIBLE customer service coming from "Ty" you can honestly tell she hates her job. I came in today around 220 with an appointment and was "helped" be her..from the moment I walked up to her desk, i already knew she was going to have an attitude problem. Slumped against the wall, chewing gum and not so much as a "hi"..i asked her a few questions about closing my account and returning my equipment and was met with attitude and "just wait for a phone call from a spectrum representative".. i felt like i was bothering HER with my questions. Disappointing interaction. "Ty" really needs to go through customer service training again or find another line of work.. read more

I needed to get internet equipment for 2 locations. As soon as I walked in to the Mililani Spectrum, I was greeted. Within 10 minutes, I was walking out the door with my equipment. Great service. read more

Some of the worst internet service everrrrr. Interruptions all the time and outages! The walk in system sucks too. Even with an appointment you will be waiting! So dont bother getting service or coming in. read more

A faulty cable box and a phone call brought me here. I've had it for about 2 1/2 years and then it starting rebooting off and on while watching tv shows. I called to see if they can reboot it or update it with a signal but she instructed me to come in and exchange it. Yelpers reported the Mililani Tech park location closed so I went to Mililani Town Center. I came in this afternoon and was the first in line. There was only one worker..about 10 people behind me lined up right after.. about 30minutes later the second worker finished her lunch break but by that time I was called and she helped the next person after me. It was a fast exchange. They provided me a different (looks used) cable bc box, 2 remotes because I wanted to exchange my kids TV remote, new cable wires and a nice Spectrum reusable bag. Somehow I've accumulated extra remotes so I'll have to come back and turn them in on my next visit. read more

Spectrum - Internet Service Providers Near Me - Mililani, Hawaii

More agents attend to customers walk in Not have just one agent work and one supervisor just there to say welcome for people walking in and she has a watchful eye on her agents and another agent on the end computer If this establishment wants better reviews give your customers better service and you would keep customers read more

i can't with this anymore. the amount of times i've lagged out of games or even js had a message not go thru bc of the wifi is unbelievable. never had i had smt like this before. this is a scam i have the best package or wtv you can get for a absurd amount of money. like why am i paying this much for smt that i can't even enjoy. fix yalls problem bc im done with this. yall are disappointing your parents right now. this is unbelievable i should sue tbh. read more

Customer service terrible. Felt like I was a nuisance and stupid. will call for a technician to come over next time. They are usually nice.

ADVICE**** Make a reservation prior to visiting the store because there is usually always a line of people waiting, and if you have a reservation you get bumped up to the top of the list. Anyways, the Mililani location isn't as different as the Spectrum location because there was only two people working the floor and many other people waiting. I came here for my 1:20PM reservation on a Sunday and there were 10 people in line, since I had a reservation I got bumped to the top of the list. I didn't have to wait too long and when it was my turn I let the guy know I was here for a equipment exchange. My Wifi Router died and I needed a new one. The worker was pleasant to work with. He was quick and efficient, got my new equipment and I was out within 10mins after being called. I got what I needed and he was able to answer any concerns/questions I had. Overall, it was a fast and easy visit. read more

Spectrum - Internet Service Providers Near Me - Mililani, Hawaii

Terrible service would give zero stars if I could. Zero consideration for their customers. Disappointing and unreliable.

Very disappointing encounter with Spectrum. I wish I could give negative or zero stars. I cut the cord and terminated my cable service on July 24, one day into the new billing cycle. I get a new monthly bill, so I tried to call customer "service" to get it pro-rated. They tell me that via the terms and conditions of my agreement, I agreed to be billed on a monthly basis and any cancellations during the monthly cycle will still be for the full monthly amount. Not pono, Spectrum. I hope you choke on this blood payment! DO NOT RECOMMEND NOR WILL I EVER REPEAT WITH SPECTRUM! read more

Their customer check-in system sucks as well as their customer "service". How is anyone supposed to know that there are 2 different QR codes to scan to get any type of assistance? There is no sign or marketing that instructs you about these 2 different QR codes. There is a little tablet where you supposedly sign in with the QR code for you to scan which didn't work. Instead of offering assistance with signing-in/checking in, I had to walk up to them and ask for help with the QR code scanning. Had I known that there were 2 totally different QR codes, I wouldn't have wasted my time scanning repeatedly. With 3 associates on the floor; 2 assisting customers,1 flipping her freaking hair, and 4 other customers waiting to be helped, I can see why their rating on here is so bad! read more

I visited this location on a Saturday to return old equipment. On this particular day, it was ridiculously busy! You need to sign in electronically, and noticed a lot of senior citizens having trouble with. I was 10th in line, and this location opened only half hour ago. I waited over an hour, and there was 4 other workers. There must have been about a dozen other customers waiting after me. The person helping us seemed knowledgeable, but stressed because of the crowd, we'll that's the feeling I was having. Anyway, mission accomplished. read more

The lady lied to me and stated that I will still pay the same with tv and Internet if I changed my plan to only internet. I called and canceled it and it brought my payment down $40. Straight up lied. read more

We have had 2 visits from salespeople from Spectrum within the 3months and they will do anything to get your business. Here is what they do: The guy knocks on the door, legit with shirt and says, "I'm from Spectrum and we received a service call from your residence." So I play with the guy and say, really...hmmm I dont ever recall calling Spectrum for a service call. Is this for new service or maintenance call? He says it;s for service, and he puts his finger on his clipboard. So I tell the guy, hey look we have Hawaiian Tel so there is NO way someone from my home called for service. There was a guy behind him, probably his supervisor and he immediately walks away when he hears my response. So the salesguy says to me, are you happy with their service? I said, I thought you came here because someone called Spectrum for a service call?! Told the guy to beat it and dont ever come back! We had Spectrum when we first moved to Mililani, but was so unhappy we switched to HawnTel. I even have good ties with the sales mgr and tech at Hawn Tel and will call them if I need help and they are on it that or next day. Anyone get that kind of service from Spectrum? Not Even!! read more

Understaffed customer service. Wait is First come first served, although some people are just waiting to pay a bill or drop off equipment - which takes only a couple minutes - and others want to talk for an hour about setting up new service or more technical issues. Bring a survival kit. read more

Spectrum - Waiting list. Typical weekday afternoon 3:00 PM. - Internet Service Providers Near Me - Mililani, Hawaii

What a horrible company and we came to drop off some equipment and had to wait an hour. Because there is only one worker, if you can't handle walk-ins, then don't! It's time to switch companies. And if you thinking about this company dont! read more

Spectrum associates at this location: There were only 2 associates working on a busy Monday morning. They were friendly and worked quickly to keep the line moving. I didn't have a reservation and waited approximately 45 minutes or so before my name was called. Spectrum as an internet service provider: Spotty home internet service, especially during cloudy/rainy weather. Whenever I call the help line, the advice given is to change out the modem. In addition, Spectrum offers "out-of-home wi-fi." According to their website, "Spectrum Mobile and Internet customers get free, unlimited access to nationwide out-of-home WiFi. Sign in once and automatically connect." However, anytime I connect to this network on my mobile phone, (it doesn't matter where I am on the island), it takes forever to get actual mobile internet service, if at all. Let's put it this way - While at the Spectrum Mililani location, as a customer with a Spectrum account, I'm "connected" to the Spectrum WiFi network, but can barely get any mobile internet service when I check mobile apps such as Facebook, Yelp and Instagram. There's no point in "free, unlimited access to nationwide out-of-home WiFi" if I can't use it. I end up turning off the WiFi and using my cellular data. read more

Spectrum - Internet Service Providers Near Me - Mililani, Hawaii

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Checked myself in, had to step out to take a phone call, Tyisha called me while I was out. I had asked them if I had to sign in again Ty and another girl started to giggle and whisper to them self's. The customer service sucks ass and employees are rude read more

We came into the Mililani location of Spectrum last night to inquire about Spectrum Mobile, and RJ was there to answer all of our questions and more! We heard about Spectrum Mobile upon signing up for internet for our condo in November. I had been thinking about it for a while, but was putting it off. Then, my husband and I were in the market for new phones at the same time when I remembered Spectrum starting offering mobile services. Their deal cannot be beat! It's $14/line that includes 1G of data, or you can get unlimited data for $45/line. You can either bring your own device or buy one from them. We decided to purchase new Samsung Galaxy S21 phones from them. They are doing a promotion which is $100 per phone, plus $100 off for your trade in. What a deal! RJ was so patient in answering all of our questions. Neither of us have upgraded phones in years and had so many questions. He never once rushed us (even though it was getting close to closing time) or made us feel like we were annoying. He was friendly and reassuring and helped us order our phones, applied the discount and even recommended products we can get to supplement our purchase (charging blocks, phone cases, etc.) We look forward to receiving our phones and coming back to the store to activate them. We hope we get RJ again for his attention to detail and patient demeanor! read more

OK where do I start. Between this company and Hawaii Telecom which has only a 1.5 stars rating on yelp, I guess the only positive thing I can say about Spectrum is that they have 2.5 stars. If I could give less stars or no stars, then that would be my rating. The customer service is absolutely horrible. I called the "1-866" number after searching all over for a local number I got connected to a mainland operator/receptionist helper person to explain that all I wanted to do was turn in my cable box and modem because they weren't working properly. The person on the phone said oh that should be easy, You can just go into any location and exchange it. I asked her several times if there is any appointment that need to be made, and she confirmed several times that I could just go in the same day to bring to equipment for an exchange. She assured me that it should be a fast thing to do. When I went there, the first thing that a Spectrum representative asked me was I need to sign in. Looking around in the Spectrum shop I noticed that there were several people waiting so I asked how long is the wait and the representative told me about 30 minutes. Immediately after she told me this, someone else in the store said that's a lie because you're probably gonna wait more than two hours. I then asked the representative why I couldn't call the store directly and she said she's not sure and I told her that I was very upset that I had to disconnect all my equipment. I also shared what i was told regarding just being able to come down without an appointment and turn in my equipment for an exchange. I then asked her if I could make an appointment for that day she said no but I could go online to make an appointment which I responded, "How am I gonna make an appointment if I disconnected all my things and don't have wifi?". While I was having this conversation with her, others that were waiting chimed in and basically concurred that they were having terrible customer service as well. Some were even making comments in support of me while I was there, which was somewhat comforting. I ended up leaving feeling discouraged and thinking how can they treat customers like this with such poor service. Before leaving I did end up making an appointment for the following day but they told me that I should come half an hour early in case there's a long wait...i wish I was making this up. Sounds like a comedy show but trust me this is reality. I would like to change service, but not sure what else is out there. I might just cancel Cable directly and just use other streaming services as the only other option for Cable is the 1.5 star Hawaii Telecom business. read more

The saga continues. My bill has increased 22% over the past couple of years after it was consistently stable for the years prior. Most recently, my internet bill at another home increased 40%. I subsequently cancelled my service and returned the gateway modem and router. I asked to settle my final bill and was informed that Spectrum does not prorate the bill even though I cancelled my service midway through the billing cycle. There was no emotion from the store representative when he robotically said "we don't prorate bills". He also struggled processing my payment against the card that was active in my profile. IMO this is another big business using inflation as veiled justification to raise prices to customers. read more