Hawaiian Telcom

Dwight Y. 

on BBB

3 years ago

I wish to share that Hawaiian Telcom has no customer service at all. If I could I would give ** negative 5-stars!I cancelled my internet service on 4-8-22 with a ** rep in Manila and received a ** text confirming that my internet service ends at midnight 4-9-22. However, I later received an email invoice that showed I still had an active account and balance due.On **** I called their CS Manila line and demanded to speak to a supervisor and was promised a supervisor return call within ***** hours.Additionally, I submitted onl... read more

Cynthia W 

on BBB

4 years ago

My land line service has been out since December 9, 2021, No calls in, no calls out, no dial tone. After repeated tries to use their web site support form, I was finally able to file the report on December 12, 2021, On or about the December 15, 2021 a service repairman arrived and determined that there was nothing wrong with my phone lines in or connected to my home, He stated that the problem was their main line to which home lines are connected. I was told that a crew would be out to make the repair in "a couple days". Lon... read more

Celeste G 

on BBB

4 years ago

I have tried to contact a customer service person in Hawaii for over a week to discuss my drastic increase on my bill, which is now over $182.00 a month? I always get a person in the Phillipines that cannot understand my situation and who is not authorized to help me. I asked for help in getting me a person in Hawaii BEFORE I paid the bill, but I still have not heard from anyone from Hawaiian Telcom! I was told by a customer service rep in the Phillipines that she created a ticket and that I would be contacted in 24-48 hours... read more

G. W. 

on BBB

4 years ago

I am another Hilo customer of Htel who would like to give a -0 rating. I have spent approx. half a year sending in support requests to try and resolve the billing issues, faulty equipment, errant installation, my complaints, and what I was told/promised but did not receive. I'm a kupuna and thought I could lower my rate; I was assured I could but the modem was installed wrong (even I could see that, but not the employee who wasn't wearing a mask in my house). Weeks later 2 guys showed up to reinstall what they had previously... read more

WN 

on BBB

4 years ago

September 20 Hawaiiantel Customer support said we can have Fiber connection installed.September 23 Hawaiiantel (HT) 1 worker came to try to install fiber on street September 23 HT 2 workers came and tried to install fiber.September 24 HT 2 workers came and still could not install fiber from street. September 25 HT Fiber installers didn't come, but home installer Bo came and tried to help me with in house connection. Main Office person switched us off from DSL so we had No internet or TV for 4 days. I was told crew will come ... read more

SK 

on BBB

4 years ago

If I could give Hawaiian Telcom a zero rating I would. My father and I did business with them for decades and our thanks is horrible, overpriced services and poor customer service. I won't list my other complaints about Hawaiian Telcom, but only this last one. My dad passed and I wanted to change the name on the account. I called customer service and they emailed me the forms without telling me there would be about a $25 fee just to change the name and they said they would have their lawyers look at it. After submitting the ... read more

Bernard 

on BBB

4 years ago

The WORST customer service. Wait time of 1 hour 12 minutes and still nobody picks up!! 

SK 

on BBB

4 years ago

We recently cancelled our phone & Internet service & returned their Internet modem, as directed, using their ***** label. Yesterday, we get an invoice for $200, plus tax, for Internet Equipment Not Returned Charge. Luckily, we took a photo of the ***** return label. *****'s tracking system indicated that the package containing the modem was delivered & picked up. I spent 45 minutes on hold waiting to speak to a representative. Instead of checking her system to see if they received the equipment, she asks me more questions & ... read more

Amanda 

on BBB

4 years ago

3 June 2021 - My husband called and spoke to a deranged sounding representative who eventually hung up. We had turned our equipment and instead of being prorated we’re charged $400. The rep said strange things like, “I’m going to be the only one to tell you, these big companies will steal your money,” “you sound like you went to college. I’m not going to repeat myself and waste my breath by repeating myself for a fourth time.” My husband had to spend almost 2 hours getting the charge removed, turning off auto pay, and the su... read more