Complaints

This profile includes complaints for Hawaiian Telcom Communications, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Hawaiian Telcom Communications, Inc. has 2 locations, listed below.

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• 

  Hawaiian Telcom Communications, Inc.

  1177 Bishop St Ste 3 Honolulu, HI 96813-2808

• 

  Hawaiian Telcom Communications, Inc.

  711 Kapiolani Blvd Suite 800 Honolulu, HI 96813

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 16th I called and complained too customer service regarding ********************** Telecom have their Internet/phone lines off low hanging being directly over my parking stall and drive way. Im unable to bring my 17 work truck home. *** reached out to customer relations personnel who ensured me they are taking care of this and each week that goes by they give me the run around. They still have note sent anyone out to fix the issues of their low hanging wires over my drive way that unable me to park my vehicle.

  Business Response

  Date: 08/12/2025

  Hawaiian Telcom scheduled two technician visits to the premise to thoroughly investigate the matter - the first on July 22, and the second on July 30. Both technicians conducted a comprehensive assessment of the premises and did not observe any low-hanging Hawaiian Telcom lines in the areas identified by the complainant, including above the driveway. To ensure we are addressing the correct concern, we reached out to the complainant via email on August 4, 2025, requesting a photo of the low-hanging line in question. This would allow us to pinpoint the exact location and confirm whether the line belongs to our network. As of today, we have not received a response. We remain committed to resolving this matter and are prepared to reassess the site upon receiving additional details or visual confirmation from the complainant.

• Initial Complaint

  Date:07/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hawaiian Telecom advertises that it is available all over the island of ***** but when I ask to be connected I am told it is not available in my area with no explanation. They need to stop advertising their services on ***** if they cant provide service.

  Business Response

  Date: 08/06/2025

  Hawaiian Telcom Customer Relations spoke with the complainant on August 6, 2025, to explain that while Hawaiian Telcom has deployed fiber infrastructure throughout the majority of ****?i, unit-level fiber availability in multi-dwelling properties such as condominiums depends on internal building infrastructure and coordination with the propertys management or association.
  

  In many cases, fiber is delivered to a central point on the property. However, additional work, such as installing wiring or conduit,accessing shared spaces, and obtaining approval from the condominium association (****), is required to extend service into individual units. These steps often fall outside the scope of what Hawaiian Telcom can complete independently.

  To help move this forward, we submitted a referral to our Multi-Dwelling Unit (MDU) Team, which specializes in working with property managers and building associations to evaluate the feasibility of enabling unit-level fiber access. A member of that team will be reaching out to the propertys management to begin that conversation.

  Customer Answer

  Date: 08/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. All thiis would not have been necessary if the Hawaiian Telecom employees who man their phones were aware of this and had put me in touch with someone who could help me.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:07/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Hawaiian Telcom regarding unfair billing practices and denial of access to promotional rates:1. My account was marked past due and service suspended, even though the balance was not yet due.2. I was required to pay early to restore service.3. When I inquired about the new lower-priced plans (promotions widely advertised on their site), I was told they were only for new customers, even though I qualify under the same terms and have been a long-time subscriber.These practices are unfair, misleading, and potentially in violation of the *** Act (15 U.S.C. 45) and Hawaiis HRS *****. I am requesting a resolution, including (1) a refund or credit for the undue balance, and (2) access to the lower advertised rates.

  Business Response

  Date: 08/05/2025

  Hawaiian Telcom Customer Relations reached out to the complainant on July 28, 2025, via email to apologize for his experience and to inform him that we would investigate the issues he raised regarding his billing and promotional rate eligibility. Based on our records, the complainant's account was suspended after the past due amount was not paid by July 25, 2025. To restore service and help prevent further interruptions after reactivation, payment of the full outstanding balance was required, not an early payment, but a resolution of the past-due amount. Regarding promotional rate eligibility, new-customer pricing is typically reserved for incoming customers. However, to resolve the complaint, we offered the new-customer promotional rate of $72.56/month for 36 months. The complainant accepted this offer, and their account has been updated accordingly.

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in a building that already has a Hawaiian Telcom account and I have been paying for my Hawaiian Telcom services every month as part of my *** for my building. However, when I moved into the building, unbeknownst to me, Hawaiian Telcom set up a separate account for me when I should have just been added to my building's account and has been charging me directly every month since I first enrolled with them June 2021. I didn't file this sooner because I did not realize that this was happening until a month ago. This whole time, I was under the impression that the invoice Hawaiian Telcom was sending me was to inform me of their portion of the *** I was paying every month, but that was not the case. I've been charged in total an excess of $4,016.38 by Hawaiian Telcom and want to be refunded for this amount. I called Hawaiian Telcom on 7/3 to inform them of this issue and they have since cancelled my personal account and put me on my building's account, however, they have not refunded me for the ~$4K I am owed. I've followed up with them on this on 7/11 and again on 7/16 and have not heard back.

  Business Response

  Date: 07/25/2025

  Hawaiian Telcom Customer Relations contacted the customer on July 25, 2025, regarding her concerns. An email was sent to her with a detailed breakdown of all payments made on her account since service began on June 25, 2021.
  
  We would like to clarify that while each unit in the building is set up with its own individual account, the account should have been properly coded to reflect that the **** covers the service charges. We acknowledge that, in this case, the account was not coded correctly at the time of enrollment.
  
  As of July 3, 2025, the customer's account has been updated and corrected to reflect that her service is included under the buildings **** agreement. As a result, no further charges will be billed directly to her.
  
  We sincerely apologize for the oversight and any inconvenience this has caused. We are continuing to review the account and will follow up with the customer regarding any applicable refunds based on the findings.
  
  We remain committed to resolving this matter fairly and promptly and will ensure the customer is kept informed throughout the process.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23650699
  
  I am rejecting this response because: I am still waiting for the refund to be applied to my account. I appreciate and accept everything that was stated in the business's reponse, however, I'd like to keep this complaint open until the $3,394.15 owed to my account has been paid by the business. 
  
  Sincerely,
  
  Sera *******

  Business Response

  Date: 08/06/2025

  Hawaiian Telcom Customer Relations spoke with the complainant on August 6, 2025, to assure her that the refund request is actively moving through our internal approval process. Because the refund amount exceeds $2,000, it requires additional authorization in accordance with our companys financial policies. Once the check is processed, we will provide the complainant with an update immediately.

  Customer Answer

  Date: 08/06/2025

   
  Complaint: 23650699
  
  I am rejecting this response because: I am very satisfied and appreciative of the effort made by the business, but I'd like to keep the case open until the refund is fully issued. I understand this may take 4-6 weeks. I'm okay with waiting. 
  
  Sincerely,
  
  Sera *******

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I NO LONGER USE TELCOM SENT BACK ALL THIER EQIPMENT THEY INSTALLED

  Business Response

  Date: 06/18/2025

  Hawaiian Telcom Customer Relations reached out to the complainant on June 18, 2025, to inform him that, following a thorough review of his account, we have confirmed that he was using his own internet equipment. As a result, credit adjustments totaling $209.42 have been applied to his account. These adjustments will be reflected on the invoice dated June 19, 2025. As of today, June 18, 2025, the balance on his account is $0.00. Our contact details were provided in the voice message should he have any further questions or require additional clarification.

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hawaiiantel salesperson opened an account without my knowledge and permission.

  Business Response

  Date: 07/14/2025

  Hawaiian Telcom Customer Relations apologizes for the delayed response, as we did not receive the initial notification of this complaint. Upon learning of the issue, we contacted the complainant and confirmed that the installation order placed by the field representative was canceled on June 13, 2025. This matter has been escalated to the appropriate department for a thorough investigation. We regret any frustration or inconvenience this situation may have caused and appreciate the opportunity to address the concerns raised.

• Initial Complaint

  Date:06/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 2024, I ordered Hawaiian Telcom's fiber optic internet. My install date was November 4. No installer showed up and I received no phone call. Upon enduring a long wait on hold to reach ***************** I was told there was a mistake in scheduling; I would now be rescheduled to November 7. Installer showed up and determined he was not able to do my installation because he needed assistance and more equipment. He said he would issue a "ticket" request to reschedule with a proper crew. Again, I got no communication as to when I would be rescheduled. After responding to a survey request in which I described my frustrations about the poor communications and customer service, I received an email from a manager who assured me that I would receive contact from someone who was more directly involved with installations and scheduling. I did receive a call to assure me that I was on their scheduling and that I would be hearing from an installation crew shortly. Heard nothing from them. Called the *********************** which submitted another useless "ticket" to inquire about my fiber optic order. No follow up.May 2025, attempt to put in a new order online but Hawaiian Telcom's website won't take my information. Next day, I receive a call from a marketing agent that assures me that he can get my order and installation facilitated. Order is placed and two technicians show up May 28 and determine that they don't have the needed equipment to do my install, AGAIN. Write up a "ticket" to have my install rescheduled. AGAIN, no follow up. Since my scheduled install date of May 28, some idiot in the company shut down my residential landline phone service that I have had with the company for over 30 years. I make another futile call to the *********************** to get my phone service restored. Agent says she will write up another "ticket" and will request priority to get my phone service restored. Four days later and still nothing from the company.

  Business Response

  Date: 06/02/2025

  Hawaiian Telcom Customer Relations reached out to the complainant on June 2, 2025, to extend an apology for the inconveniences experienced. We confirmed that the landline service was fully restored on June 2, 2025. Additionally, a credit adjustment in the amount of $13.79 was applied to account for the six days of phone service interruption. The complainant was advised that the previous order needed to be canceled, and a new order, #C191I73, was placed and scheduled for installation on June 6, 2025. Furthermore, we assured the complainant that we are coordinating with the appropriate personnel to ensure the technician has access to the necessary bucket truck required to complete the installation. The complainant has been provided with our contact number should any further questions arise.

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  paying hawaiian telcom for 800mbs service, being provided 4mbs. Cant submit a help ticket online, I have to call them which makes providing documentation and information impossible. These idiots will call the phone line they put on my account and refuse to remove the phone line from my account or change my contact number to an actual phone number thats in use.Their terms of service and acceptable use policy is not easily accessible nor is it available to download. so ill give you a copy and paste of the web version.providing you with speed test results of my service which come no where near the service I am paying for.

  Business Response

  Date: 06/04/2025

  Hawaiian Telcom Customer Relations made multiple attempts to contact the complainant by phone to provide troubleshooting assistance. However, these efforts were unsuccessful. An email was sent requesting that the complainant contact us directly so we may offer further support and work toward a resolution.

• Initial Complaint

  Date:05/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beginning of April 2025. My internet service wasnt working. I called to see what was the problem and they said I have an outstanding balance almost $300 and I need to pay it in order to restore service. I was on a promo for 1yr no monthly payments. I moved to a house in July 2025, and they had an extended program so I got that and signed up for it. I did sign up for paperless billing but I never got no emails, calls or any type of billing statements that I had to pay for internet starting in February of this year. I want to restore my service without paying for the balance I have. I wouldnt let my bill go up that high if I had known that I was getting charged for their services.

  Business Response

  Date: 05/05/2025

  Hawaiian Telcom Customer Relations left a voice message for the complainant on May 5, 2025, to apologize for their experience. Company records reflect that Order# I035K68 was issued on July 2, 2024, to fulfill the complainant's request to establish 1 ********************** An order confirmation was sent to the complainants provided email, showing the estimated monthly rate and stating that eBill Paperless Billing was added. It also instructed the complainant to activate his MyAccount online after installation, to view and manage bills. We sincerely regret that the complainant did not receive the monthly invoices via email, which occurred because the online account was not activated. We would like to offer a resolution to this complaint and have left our contact information, requesting a callback to discuss the matter in more detail.
  

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reference: Hawaiian Telephone Incident Number I053X50, issued 4 March 2025. Complaint: Damage to property and non disclosure of damage by the servicing technician, and Hawaiian Telephone managements failure to assume responsibility and repairs after numerous attempts for resolution.On 3 March, a Hawaiian Telephone technician, came to install internet/WIFI in my home. Approximately ************************************************* not finding the wall unit. The technician asked to look into our attic, which we gave our permission. He bought in a large ladder to enter the attic twice. After the second time entering and exiting the attic, I heard a large bang from my living room. I thought the sound was from his ladder being closed. The technician came into the living room and said he couldnt find the installation unit and proceeded to give us options. He also answered many questions we had. At no time did the technician disclose any damage. He basically packed up his tools and departed. I later found the loud sound came from the damage of the attic panel.I also want to note, the damage was not reported in his status report of the installation. I find the technicians action a deceitful act. Furthermore, managements dismissive behavior of the incident by virtue of no contact. To date, I have not received a phone call, text, or email from Hawaiian Telephone.3 Mar - Technician arrived approximately 1130 am - Incident occurred entryway into the master bedroom, attic access.- Heard a loud bang in the bedroom which I thought was his ladder being closed. My husband and I spoke with the technician in length and the technician did not disclose the damage of attic panel.- 1:29 pm Called ********** and texted the technician regarding his tool left behind and damaged to attic panel. Text was read on 3 Mar and no reply made.Additional details provided upon request.

  Business Response

  Date: 03/18/2025

  Hawaiian Telcom Customer Relations contacted the complainant on March 18, 2025, to apologize for her experience. I will further investigate this complaint, and the complainant understands that I will follow up with her by Friday, March 21, 2025. She has my contact information in case she has any questions.