Hawaiian Telcom Communications
Reviews and Complaints

I've contacted Hawaiian Telcom support services 3 times because my TV freezes every couple of minutes. They respond via email that an agent will contact me within 24 hours but no one has responded! I've called numerous times and once waited for over an hour! Their service leaves a lot to be desired!

Hawaiiantel hasn't sent us a bill for internet and phone since May . They said we signed up for ebilling, but we didn't, and we never got any bills by email. We called twice, and they said they would fix it, but they haven't. They also charged us more than what they quoted.

Service was suspnded due to not paying...this is not the issues. However after paying in full I was told that service would be restored in 2 to 4 hours. Service was not restarted. My wife and I have called at least 4 times individually, spending over 10 hours total to talk someone, we never could get a hold of anyone.

My internet connection went down on 1/3 and I talked to tech support for help. They said the earliest available tech is on 1/10. I told them that I work from home and need the internet for my job. They wouldn't speed up my repair even though it's really important for me. This is not good service from an internet provider that's supposed to be essential. This delay has caused money problems and I might take legal action. It's really disappointing that the service is not good enough.

My rental property had Hawaiian Telcom Internet service from July 1, and I canceled it on July 24. After that, I called for a return label, but I decided to drop off Hawaiian Telcom's equipment at the downtown address: ***, on Friday, July 31. However, I'm still receiving a bill from Hawaiian Telcom. The last time I called them, they said I would receive a refund check of $20.57, but I haven't received it yet!

We called on May 4th to have our cable/internet service turned off on May 24th in preparation for our move. Hawaiian Telcom turned off our service (both cable and internet) on May 5th and we have no service. We work from home and cannot work due to this outage. When we called, they said the earliest someone could come out to turn the service back on was May 10th. When we complained, they "expedited" our complaint and said a tech would come out on May 6th between 10:30 and 1:30. No tech arrived and we've been on hold for over 1.5 hours waiting on a "supervisor" to talk to. Still no resolution. This is completely unacceptable and consistent with the typical service we have received from this company.

I moved out of my old residence in January and gave all my Hawaiian Telcom equipment to my roommate who stayed. The building had complimentary internet and TV, so I left the cable boxes for my roommate. I received no communications from Hawaiian Telcom until a collection agency contacted me about a $720 bill for unreturned TV boxes. Due to my military service, I've relocated twice since then, and after reviewing my statements, it appears they continued billing me post-account update without sending any notices. Attempts to contact them via the provided phone number were unsuccessful as it was disconnected.

I first reached out to Hawaiian Telcom about adjusting the price to match a promotion they were offering. They said over the phone that they would make the adjustment and keep the price the same for two years. However, when I got my next bill, the adjustment was not there. I called to find out what happened and they said no adjustment had been made. I asked for a supervisor to listen to the initial call and get back to me. They said a supervisor would contact me within 48 hours. But it's been 4 days and I haven't heard anything. So, I decided to return my equipment and close my account. I asked for a supervisor again to talk about the final bill. It's been a week now and still no contact, and the invoice they sent doesn't show that I canceled the service. I filled out a contact request online for a supervisor, but it's been 48 hours and they haven't tried to reach me.

They never call back when they say they will, and one person even hung up on me after calling me back 7 1/2 hours later in the evening. Sometimes they call hours later and when I answer, they put me on hold with their music saying someone will be with me soon. I don't have time to wait and hold after waiting all day for them to call me back! I even sent an email. My biggest complaint is that Hawaiian Telcom hasn't gotten my bill right after I returned all the equipment to their Kapolei office. To make matters worse, I received an email late last night saying I owe almost $400.00 in addition to a previous bill they sent for $672.00. I returned all the equipment and turned off the services before returning it. My bill was already paid in full, and they also bill a month in advance. The "boss" hasn't called me as promised, so I have to explain my story all over again each time I call back. I want my bill cleared and adjusted!

A door to door salesperson came to my house and offered me a special deal from Hawaiian Telcom Communications, Inc. They said I could get internet and *** for only $124.99 per month, plus two years of free service. Excited about the offer, I signed up on April 29, 2023. (I've attached the flyer they gave me.)

However, when they installed the service on May 30, 2023, I received a bill for $282.81 on the same day. This was not the price we had agreed upon, and the two months of free service were not applied. (I've attached the bill estimate they sent me.)

On May 31, 2023, I called the door salesperson to discuss the issue. She admitted that it was a mistake and that the actual cost should be around $162, including all fees and taxes. However, she told me I needed to contact customer service for further assistance. So, I called customer service on the same day, and the main agent confirmed that the price should have been $162 with the first two months free. They did mention that there would be additional fees and taxes of about $50, which they had not informed me about previously.

To my disappointment, on June 15, 2023, I received a bill in the mail for $327.61. (I've attached it for reference.) Despite my attempts to reach out to the lead customer service agent and the door salesperson, they have not been answering my calls or responding to my emails.

I have attached the flyer, the emailed bill estimate, and the official bill as evidence. I am seeking a resolution where I only have to pay for what was advertised: two free months followed by a monthly charge of $162, including all fees and taxes.

FCC Negative Option Billing complaint Hawaiian Telcom (HT) continues to ignore and deny my documented proof of incorrect and illegal billing practices including web site problems/errors, support chat, phone records, and screenshots. I requested to return my gateway box and was told by a company rep that was not possible and would still be charged the monthly fee. [See online chat copy] This is in violation of the FCC. I am concerned how many HT customers past and present are still paying for something they don't need/want.

*** (DW) Customer Relations representative did not respond for over TWO MONTHS after stating she would look into my concerns. [See email copy] After hearing nothing for so long, I was concerned and contacted again. DW assured me internet service would not be impacted during their investigation and had notified accounting. [See email copy] And yet on Aug 1st they terminated service without notice. On Aug 1st, I returned home to no lights, no security cameras, no climate controls, family unable to do school work, prepare for work next day. Because there was no notice, I called support and went thru 40 min and told that the *** ONT had failed repair ticket # *** Wed Aug 3 *** am. Taking time off from work on Aug 3, concerned when it was 830a I called, told there was a balance due and no tech was scheduled to arrive. DW refuses to acknowledge any of this and just says billing is correct and autopay is correct hoping that is all that is needed to pretend that they have done nothing wrong and the customer is at fault. I would like my account balance cleared, and my Aug payment check refunded since service was disconnected. Also assurances that no negative reporting has been submitted and/or corrected. Thank you ComplaintsBoard.com.