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Hawaiian Telcom Communications, Inc.This business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Hawaiian Telcom Communications, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1/5 stars
Average of 34 Customer Reviews
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Review fromCynthia Q
Date: 02/12/2025
1 starCynthia Q
Date: 02/12/2025
Haw Telcom is being very aggressive about their advertising but the actual service is not competent.Our landline broke twice last year for 8-9 weeks, and it has never been properly repaired. We then tried to switch to fiber optics, only to be told its not possible because of the tree growth on the neighbors properties.The call center staff are very polite but, at the time we tried to get fiber optics, we would get different quotes for the plans, no firm dates on installation,etc.After being customers of Haw ********************** for 50 years, were giving up on them and are going to bundle everything with Spectrum.Hawaiian Telcom Communications, Inc.
Date: 02/18/2025
Hawaiian Telcom apologizes for your experience. A voice message was left with our contact information.Review fromJoshua N
Date: 10/22/2024
1 starJoshua N
Date: 10/22/2024
They store your passwords in plaintext and their representatives have access to them.I did an online order for the new fiber in my area and even though I kept getting confirmation calls and texts, I never got a confirmation email from them, and their last call to me was to cancel my install at the last minute. So when I called into see what was going on, they kept saying *I* had an error, and when I asked what the error was, they said my install didn't make it onto the schedule (which sounds like a them problem to me) but kept insisting it was "my" error. So, they told me I had to setup a whole new order, and they already had all the information (so I'm not real sure what the error ever was) and then the lady goes " and verify your password is ..." and starts reading my password to me. I told her I was not comfortable with her knowing my passwords and she says "oh, no, it's a VERBAL password." It didn't say "verbal password" online, so I told her what verbal password I wanted and she goes "and for the number? It has to be a combination of letters and numbers" so I told her that's not a verbal password and asked to speak to the manager, and she refused to transfer me and offered to explain what a "verbal password" was, so I just canceled my order. Shame to run all that new fiber and not be able to use it. This is a major security violation and they should be shut down until they come up to industry standards. Never seen such lax security at a phone company before.Hawaiian Telcom Communications, Inc.
Date: 10/23/2024
Hawaiian Telcom apologizes for your experience. An email was sent with a request for the reviewer's account number and contact number so we can further assist. ******.Review fromT. M.
Date: 10/17/2024
1 starT. M.
Date: 10/17/2024
Wow! I'm not alone--ditto to those who've reviewed already! I signed up for fioptics and tv service with $49.99 promotion and first month free. My first bill is $68--called to find why I didn't get the free month and learned it only applied to the tv service. My $49.99 promotion will cost me $122/month. Their advertising is misleading, and I only got basic tv service, which I'm not very impressed with. I had a hard time with the fioptics app, ***orted it, and they gave me a ticket number and said they'd call back in a few days because they had to see what the problem was since others had the same issue. They didn't call me back, so I called and found out my ticket was closed. The *** requested I go through the procedures we'd tried the time before, and after waiting for some time, fioptics began working and *** said they had to do something on their end. Maybe time to just dump tv completely. I do think my internet is quicker--only positive comment. Also, the 8-9 minutes to answer the call was more like *****. I understand they're busy, but it's because of their poor customer service. Also, the people who answer the phone aren't to blame, my issue is with the company and their misleading practices and disregard for their customers. Another review reminded me that it took 3 times before they actually showed up for the install. If airlines are required to publish the total price with fees, other businesses should have to do the same thing.Hawaiian Telcom Communications, Inc.
Date: 10/21/2024
Hawaiian Telcom assisted the reviewer on September 9, 2024, and explained to her that the advertised pricing does not include taxes, fees and other surcharges. The reviewer agreed to the rate that was quoted to her. The reviewer has our contact information in case she needs further assistance.T. M.
Date: 11/18/2024
Yes, it was explained to me, but just like I suggested--all fees should be included in the advertising. They also didn't respond to my comments about the service in my original post.Review fromVincent L
Date: 10/15/2024
1 starVincent L
Date: 10/15/2024
We are retiree. without a letter notice or any warm from previous bills. ** charged triple of the bill we are paid a month ago. We are limited income and approval for lifeline help . we informed HT 4 times this year in a phone call about 30 to 40 minutes every time, problem still existing. My name is *********************** is really bad. It is not a local company anymore.Hawaiian Telcom Communications, Inc.
Date: 10/17/2024
Hawaiian Telcom contacted the reviewer on October 16, 2024, to apologize for their experience. We provided our contact information should they have any questions while we work on resolving this matter.Review fromPaul G
Date: 10/07/2024
1 starPaul G
Date: 10/07/2024
Terrible company. **************** is not good. Technical support at your home also not good. It took me over 6 months to get them to stop charging me when I wanted to disconnect.Hawaiian Telcom Communications, Inc.
Date: 10/08/2024
Hawaiian Telcom apologizes for your experience. An email was sent with a request for the reviewer's account number and contact number so we can further assist. ******.Review fromChris B
Date: 08/25/2024
1 starChris B
Date: 08/25/2024
Hawaiian Telcom will not honor advertised prices. The equipment didnt work for the first couple of months after installation. They were quick to sign me up take my money and install the equipment for fiber optics however it did not work. It took two months to send someone out to correct the problem of poor installation. After the fiber internet was installed I called to add in tv services. They would not honor the 49 bundle price as advertised because I was an existing customer and instead wanted $181/mo. After negotiating for almost two hours I agreed to a price of 100/mo for the channels they promised including discovery, espn, fs1, etc when I received the box and turned it on I had none of those channels. I immediately called and they said my service hasnt officially started yet so I needed to call back in a couple of days. When I called back to explain and possibly order the additional tv package I was told it would be $181/mo because I was now an existing customer now that I had waited for my service to start. The additional tv package is advertised on their website for $40/mo more but they want to ***** me for more than double that. There is no manager to speak with, the salesperson says that is the best they can do. I was really excited to have fiber internet and tv and willing to pay way more than the advertised price on their website but this is false advertising, bait and switch and a monopolistic business. This is the worst example of a monopoly using illegal sales tactics I have ever experienced in over 50 years. Buyer beware, Hawaiian Telcom is as shady as they can be. The only other option is spectrum and the do not have fiber. Be careful, once you are an existing customer they will treat you disrespectfully and will not service any problems, honor their pricing, or provide service changes at a reasonable price.Hawaiian Telcom Communications, Inc.
Date: 08/27/2024
Hawaiian Telcom apologizes for your experience. An email was sent with a request for the reviewer's account number and contact number so we can further assist. ******.Review fromEDWARD W
Date: 05/07/2024
1 starEDWARD W
Date: 05/07/2024
Contrary to my previous internet provider Spectrum, Hawaiian Telcoms support doesnt solve anything. They dont know how to handle a simple thing like *** which will end after the month of April 2024. They have treated $30.00 *** credit for the month of April ********************************************************** May. I complained to their Support about it in vain. The *** is a government program and costs Hawaiian Telecom nothing.Their promotional ads are deceptive. For example, Floptics 400 internet, ************ and Home Phone is advertised as $59.99/mo. Yet, the actual bill is $161.60 /mo. I wonder whether the ****** of ******** Protection in ****** and FTC will allow those kinds of unethical business practices.Hawaiian Telcom Communications, Inc.
Date: 05/09/2024
Hawaiian Telcom Customer Relations made attempts to reach the reviewer via phone. A voice message was left with our contact information.Review fromDONALD T
Date: 04/09/2024
1 starDONALD T
Date: 04/09/2024
HAWTEL customer service has decreased over the last 3 years while increasing my rates for cable, internet and home phone service. I was paying for 1 GB of internet service, but using the HAWTEL web page to test my down load speed, I was only downloading at 357 MB. I called customer service to determine the cause after resetting all my equipment and receiving 357 MB download speed again. I informed customer service of this and she asked to reset my equipment again. I then noticed on the Speed Test web page that I was connected to server in *************, **. When I informed customer service of this, she said I was on the wrong Speed Test web page. She then proceeded to tell me the correct web page address and it was the exact one I was on. She continued to agrue with me. Due to the lack of customer service above, I switched over to Spectrum effective 1 Mar 2024 and notified HAWTEL to close my account effective 1 Mar 2024. I then proceeded to return all HAWTEL equipment to their office in ******* on 4 Mar 2024. I then discuss. I then called messaged HAWTEL about my final charges as they bill from the 25th of each month so I owned for the 25th of Feb thru 1 Mar. They quoted me a remaining bill of $31.74 for those 5 days. I then wrote a check for that amount and mailed it to HAWTEL. On 27 March, I receive a bill from HAWTEL (covering the period 03/25/2024 - 04/24/2024) for $239.74. I then called HAWTEL again. Customer service said they would mail me a check for $239.74 as a refund on the bill for 03/25/2024 - 04/24/2024. As of today, 9 April, I have not received a refund check. I just called HAWTEL customer service again today ******** and again reached an individual who was not friend. I asked about the last billed which showed a credit of $231.03 not the full amount of $239.74. He stated that the difference was a service fee of $8.71 and that I could expect a refund within the next 4 to 6 weeks. This totally unsatisfactory.Hawaiian Telcom Communications, Inc.
Date: 04/11/2024
Hawaiian Telcom contacted the reviewer to apologize for his experience and, to resolve the complaint to his satisfaction, on April 11, 2024, a credit card reversal for a payment he made on March 15, 2024, was processed to eliminate processing and mailing time for a refund check. He has our contact information in case he has any questions.Review fromMichele B
Date: 02/29/2024
1 starMichele B
Date: 02/29/2024
I was never hooked up but they keep charging me. They ran a line to my house but were waiting for my phone number to switch over to them before connecting to my router. This router belongs to me. I have called them 7 times and every time they tell me they have reversed all charges but I continue to get bills for service. The latest bill is for $409.14. Every time I call its at least 20 minutes on the phon ending with them saying the bill is in error and it will be credited and I wont get ant more bills. Now theyre saying they cant do anything until they confirm that I dont have any of their equipment. I have never had any of their equipment. Worst company Ive ever dealt with.Hawaiian Telcom Communications, Inc.
Date: 03/01/2024
Hawaiian Telcom contacted the reviewer on 3/1/2024, to apologize for her experience, and to inform her that the equipment charge has been adjusted.Review fromWayne A
Date: 01/24/2024
1 starWayne A
Date: 01/24/2024
For a communications company, Hawaiian Telcom surely lacks that trait. I had an installation scheduled in November and no one showed up. I took from work just to sit at home and wait for nothing. Called back to reschedule for a Saturday appointment on Jan 6tth. On Jan 3rd, I called back to reschedule again because I got scheduled to work on Jan 6th. Low and behold, installer still showed up. Told him I called on Wednesday and rescheduled installation for the wed 1/24 because I had to work. Fast forward to today, installation is never going to happen. Called customer service ti confirm appointment for today and they inform no appointment is scheduled for today. I give up and will just stick with Spectrum.Hawaiian Telcom Communications, Inc.
Date: 01/26/2024
Hawaiian Telcom contacted the reviewer on January 25, ****, to apologize for his experience. He confirmed his satisfaction with the rescheduled date for the installation and has our contact information should he need further assistance.
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