Hawaiian TelcomReviews on record for hawaiiantel.com

Missed four appointments for installation. Still waiting for appointment no. 5. Lame excuses from indifferent customer service agents. The outsourced customer service person could scarcely comprehend anything. A supervisor was as indifferent and inept as the others.

I can't believe how horrible the customer service is at Hawaiian Telcom. I got a knock at my door several months ago from a service rep who convinced me to do a free two-month trial. A few days later they came to my house and set up the line and equipment for fiber optics internet. After a month of using it I decided to keep my Spectrum cable Internet. I had never made an online account with Hawaiian Telcom, never gave them my credit card info, never received a notice to cancel or anything like that. I simply unplugged the equipment and never used the internet again. Then a few months later I get a large bill in the mail. (Much more than one month's worth of service.) I called to figure out what was going on and they told me to send the modem back, which I did. I figured at this point my account was cancelled and everything was fine. Then a month or so later I got another even larger bill. ($341.71) It took about 8 calls and another 8 minutes on hold to finally get through to someone at a call center in the Philippines. After giving him the full account number he insisted I take two pictures—of my ID and of me holding my ID in order to verify my account (insanity!!). After 30 minutes he still said I need to pay the full account because I never canceled the service. But I never signed up for the service in the first place! I only agreed to the two-month trial...of which, I only used about a month of it. He also said there is no way for me to speak to anyone local who works at this company...I can only speak to customer service reps based in other countries apparently. (WTF?!) And then after this 30 minutes I got heated and started to raise my voice in frustration. Then he hung up on me. Now I have to find time to try to go see if I can find someone in person to talk to here on the island before they send me to a collection agency next week. I'm livid.

I had a wonderful experience working with Jony Lubguban, Community Sales Representative at Hawaiian Telcom. From the start, Jony was friendly, professional, and genuinely committed to providing excellent customer service. He took the time to answer all of my questions and addressed my concerns about Hawaiian Telcom services with patience, knowledge and care. It’s refreshing to work with someone who truly values their customers and goes the extra mile to ensure they have a positive experience. Mahalo Jony, for your outstanding service and dedication. Your commitment to helping me was greatly appreciated.

Infinite phone outage to landline business office phone, or several months, with no estimated repair date. They are still charging us. Absolutely useless. Months of missed calls to my office. I can't even get them to install another phone line because they don't know if it will be a part of the outage or not.

Absolutely terrible terrible business model. The sales rep was incredibly kind and told me about the different packages. When I gave my address (Hickam AFB) they said I qualified for service. I had to schedule a tech to come out to do some splicing, etc…the original appointment time came and went, resulting in re-scheduling. The next day, another tech had to come out to install the hardware, at which point said it’s not possible for my house to have service because no cables have been spliced or exist in the first place. I expressed to every representative I talked to that I work from home and to just be honest with me with timelines and service compatibility. Now, I have to forfeit some of my pay due to me unable to work. BUYER BEWARE (especially if you live on JB Pearl Harbor Hickam), this company tells you what you want to hear, and the different departments do not talk to one another. Not reliable at all. We went with Spectrum.

RUN away!!! So the sales guy (field rep) great guy, customer service ✅ A random dude shows up yesterday says he needs to hook up a wire(suprise, inch visit but ok) Today the techs show up one follows me in as I need to show him where I wan the set up. It’s in my living room currently via Spectrum. He immediately states “no that’s going to be a problem” when asked why he said he will need to drill from the opposite room run a cable up the wall and all the across the ceiling and then down the other wall into where it is now ) I currently have no exposed wires, so why would I want that…right?) I asked is that the only option to which he replied “Yes” i said if that’s the only option In sorry the company wasted our time. He then asked the other tech to stop because I didn’t want it, the other tech said to me if Spectrum said this was the only way what would you say? Wow, what customer service skills! I sent them away and asked if there was someone else I could speak with about optional placement. They left and I called the customer service help line, got the run around, placed on hold, I just asked if I could get a call back. I won’t hold my breath, it’s already been an hour. In short the most unfriendly, and unprofessional company I have en in a long time. They may be a bit cheaper, but as the saying goes I guess you get what you pay for!

My landline phone service has been for months, since February prior to the recent Kona low storms. and Hawaiian Tel haven't made any progress in trying to get our service restored and won't give any updates on when it will be. It's frustrating and if I hadn't reached out about getting charged for a service we weren't able to use, they would have continued to charge every month for a service they weren't providing. Nice customer service for the most part, but not very efficient at addressing real issues only band-aid solutions.

Worst experience ever. What a load of shit this company is. Our fiber optic line snapped and they could give 2 fcks about it. We have been out of Internet for over a week and there was absolutely no urgency to get it turned back on. My wife has lost over a week of work because shee works from home and these scumbags wanted to credit us 60 dollars. We will be filing a lawsuit against these lazy scumbags.