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.

  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:07/12/2023

  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.

  Our internet only service had been spotty hit or miss recently. Cancelled service on 6/2/23 which took effect in 6/5/23. 1 have a confirmed receipt of cancellation. Had to find street parking a block away to return my router on 6/10/13. Got a confirmation receipt for that too. Received a bill for Service Period: 6/25/23-7/24/23 for $63.86.Called in 7/6/23 spoke to "******"explained that I cancelled service prior effective 6/5/23 & returned my router.She said DO NOT PAY & wait for a revised adjusted bill. Today 7/11/23 1 received a letter saying if I don't pay the $63.86 I DO NOT OWE they are going to send me to collections???

  Business Response

  Date: 07/14/2023

  Hawaiian Telcom Customer Relations spoke with the complainant on July 13, 2023, to apologize for her experience and let her know that credit adjustments for terminated services will be applied to her account and the adjusted final balance for services used through June 5, 2023, will be reflected on the invoice dated July 25, 2023. We confirmed that Hawaiian Telcom complied with complainants request to disconnect service on June 5, 2023, however, due to a conflict with this order,prorated credits for previously billed charges on the invoice dated May 25,2023, for the service period from June 5, 2023, through June 24, 2023, were not reflected as expected on the invoice dated June 25, 2023. The complainant is satisfied and understands that her account will not be referred to collections.

  Customer Answer

  Date: 07/25/2023

  Waiting for them to send a revised final bill.

  Business Response

  Date: 07/28/2023

  Hawaiian Telcom Customer Relations called complainant on July 28, 2023 but was unable to reach her. We left a voice message stating that the invoice dated July 25, *********************************************************** the mail next week. In the meantime, we sent a copy of the invoice to the complainant's email address.

• Initial Complaint

  Date:06/16/2023

  Type:Order 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.

  A door to door salesperson offered me an introductory price. Internet and ******** for $124.99/mo plus 2 years free. I signed up for 4/29/23. (Flyer attached) They installed on 5/30/23 and I promptly got an estimated bill of $282.81 the same day. This is not the price I agreed to and the 2 months free was not applied. (Bill estimate attached)5/31/23 I called the door sales person and she said it was a mistake, that it should only be about $162 after all fees and taxes but I had to call customer service. I called customer service that day and the lead agent told me it should have been $162 and the first two months free (but with fees and taxes of about $50 which they did not tell me about). 6/15/23 I got a bill in the mail for $327.61. (**** attached)The lead customer service agent and the door salesperson not answering my calls and not replying to my emails or phone calls. I've attached the flyer the door sales person used to get me to sign up, the emailed bill estimate, and the official bill. I would like a resolution of paying for what was advertised. 2 free months, then $162 after all fees and taxes.

  Business Response

  Date: 06/20/2023

  Hawaiian Telcom Customer Relations spoke with the complainant on June 20, 2023, at 11:51AM, to apologize and confirm that actions have been taken to resolve this billing dispute. Explained that he can expect to see credits for the June invoice reflected on the July invoice and we will review the July invoice and apply any credits due. An order was also issued to apply promotional discounts. Provided contact information should he have any questions or need further assistance.

  Customer Answer

  Date: 06/22/2023

  *****, 
  Thank you so much for contacting Hawaiian Telcom last week about the billing issues I've been having. As of this morning I received a credit to my account and a supervisor called to resolve the issue.  They will honor the 2 months free as well as the $162/mo going forward. 
  
  
  Thank you, 
  *************************
  

  
  

• Initial Complaint

  Date:05/02/2023

  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.

  Approximately two to three years ago, I switched from Spectrum to Hawaiian Tel as they were offering fiber optic internet in my area. At the time, the sales associate stated that there was an introductory offer of 150$/month and would go up to 200-250$/month. I was okay with this as fiber optic was not offered in any other capacity in my area (also at that high speeds). I also put it on auto-pay and e-billing. Apparently, for the past two years (since April 2021) they have been charging me 600$/month. This was wildly different from what the sales associate said. I don't believe ANYONE would accept an introductory offer of $150 introductory/month that goes UP TO $600/month if you don't contact them at the time of the introductory offer's end. If so, this is quite possibly the most predatory sales tactic I've ever heard of. I only found this out today (05/02/23) because I called up the technical service center because my box was providing stuttering/poor service. I had asked to see if there was any cheaper deals (I was still under the impression that my bill was $200-250/month). That was when she informed me that my bill was amazingly $600/month. Even her AND her supervisor said that was exorbitant. I also looked online and they currently are advertising the same internet service w/fiber optic for $75/month. I am looking for a refund for the past two years of difference in the sales associate's original stated offer for the fiber optic internet/television package ($200-250/month) and the cost they have been charging me ($600/month), totaling approximately $8750.00.

  Business Response

  Date: 05/10/2023

  According to Hawaiian Telcom records, the complainant was billed in accordance with the Hawaiian Telcom Terms of Service and Acceptable Use Policy For Residential Customers (Terms) for services ordered and provided. The invoices dated February 19, 2021, and March 19, 2021, reflected the standard rate for services, the expiration date and amount for promotional discounts, and a notice that promotions would be expiring soon and reverting to standard rates. As stated in the Terms, All charges and credits to your account will be deemed valid unless you dispute the charge or credit within ***************************************************************************** credit. As a compromise, Hawaiian Telcom will offer the complainant a refund of $2,094.30, which represents six months of **************** discounts at $349.05 per month, to resolve this complaint.

  Customer Answer

  Date: 05/23/2023

  Aloha,
  
  Currently, I am still in the process of resolving the issue with the company. They have stated that they are willing to refund 6 months worth of servicing. This is due to the fact that they could not pull the recording of the call as they only keep it up to 18 months ago. As previously stated, I am okay with the idea of an introductory offer/non-introductory offer service plans. However, the issue that I have is that the company/service agent at the time of purchase provided me with incorrect information (150$ introductory and $250 non-introductory) offer rates. Then he walked me through the process of auto-pay and e-billing. I have sent another request through their local liaison to meet me half way and refund up to one (1) year as opposed to the six months that they originally offered me. The liaison stated that they would get back to me with their response by Thursday, 05/25/23.
  
  Mahalo,
  
  -***************************
  

  
  

  Business Response

  Date: 05/26/2023

  Hawaiian Telcom left a voice message for the complainant on 5/26/2023 at 9:00AM to notify him that the Company is standing by its position that complainant was properly billed and monthly billing reflected details of the legacy standard rate, discount amount, discount expiration date, and advanced notification of expiring discounts. In accordance with terms of service, "All charges and credits to your account will be deemed valid unless you dispute the charge or credit within ***************************************************************************** credit." The Company believes its compromise resolution offer is fair.

  Customer Answer

  Date: 06/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the only recourse that your company has allowed me to take. Unfortunately, I will have to accept their decision as there is nothing else left to do.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair 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.

  Twice, I have been unable to access the internet in the early morning hours. It first happened a few days ago. It happened again this morning. I tried to get on the internet about 5:00 a.m. and got the error message "the server can't be found". I waited a while and tried several more times with the same result. I called Hawaiian Tel and spoke to someone in technical support who I could not hear, could not understand, and who gave me incorrect information. She said since my phone worked but my internet didn't, the problem was the copper wire that connected me to he internet and I had to upgrade to high speed internet. This is not necessarily true. A few years ago, I had couldn't get on the internet but the phone worked. It turned out the problem was something on the pole down the street. Since it was clear this technical support operator had no idea what she was doing, I gave up calling Hawaiian Telecom for help. On both occasions when I unable to access the internet in the early morning (5 a.m.), I regained access mid morning (about 9 a.m.). If the problem is indeed the copper wiring, I have no objection to upgrading to high speed internet (assuming it doesn't cost more) but Hawaiian Tel reps will not run a wire to my house from the road (approx 150 feet). Although the man from Hawaiian Electric had no problem getting to the pole approx half way to the road, the Haw Tel reps take one look at the undeveloped area and leave. Furthermore, every time I do try to upgrade to high speed internet a switch is flipped at Haw Tel and I no longer have access to the copper wire internet connection. Even though both times the attempt to connect me to high speed internet was unsuccessful, the Haw Tel reps did not inform the ************** that they were unable to connect me to high speed internet so I LOST ALL INTERNET ACCESS FOR ABOUT A WEEK AND HAD TO CALL MULTIPLE TIMES TO GET IT BACK. So as a result, I am not eager to repeat this process. .

  Business Response

  Date: 05/09/2023

  Hawaiian Telcom Customer Relations spoke with the complainant on 5-9-2023, who confirmed her Internet is working, and advised her we are in the process of upgrading our network. Once the network upgrades are completed, we will call to reschedule her fiber installation.

  Customer Answer

  Date: 05/09/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/21/2023

  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 had Hawaiian Telcom install 1 gig fiber on April 5, 2023. The installation techs advised me to contact customer service to downgrade my service to 500 mbps because apparently 1 gig was not available in my area. After installation, I ran a speed test and it showed I was getting ***** mbps for a download speed which is a loooong way from 500 mbps. I asked the techs about it and they said it would improve with use. When I contacted their customer service to downgrade my service I was told I would be prorated at the higher service cost until my billing cycle kicked in. How can they charge me for something they don't offer? The speed has not gotten any faster. I had a tech here 2 days ago and he told me he would escalate my case because he thought the problem might be in the lines. I ended up cancelling the service and went back to my previous internet provider. Today, I see I owe Hawaiian Telcom $109.59 which I don't think I should have to pay because I never got what they advertised which was 1 gig, then downgraded to 500 mbps with my highest download speed of ***** mbps. I feel I got cheated because I didn't get what they advertised and they couldn't fix it.

  Business Response

  Date: 04/24/2023

  Hawaiian Telcom Customer Relations spoke with the complainant to apologize and explain that the April bill was produced prior to the disconnection date and the final bill will reflect credits for all billed charges. Provided my contact information should she have any questions when she receives the final bill at the end of May 2023.

• Initial Complaint

  Date:04/21/2023

  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.

  My internet shut off suddenly at my business on Wednesday the 19th at about 9:30 am. We immediately called to have a tech sent out and was told Friday would be the earliest. This business is very busy and cannot run without internet and I told them we have to do better then that. After numerous calls and troubleshooting I was told there was a wiring issue and then it was because my box failed. We were thankfully able to move up the appt to Thursday. We sat at the store for a couple more hours just to tell customers we couldn't help them for at least the rest of the day. They took their business elsewhere. On Thursday our tech shows up and upon inspection sees that it wasn't a box failure or a wiring issue but another tech that was working on another store had dislocated my fiber wire in our shared electric room. It looked so suspicious that he had to call it in. So in 5 seconds I had internet again and it costs me 1.5 days of business and payroll costs for 3 employees which equals thousands of dollars that I now need to recoup due to the negligence of one employee. Not to mention the upset customers that rely on us to send their time sensitive shipments by week end which cannot be done if you're closed on a Wednesday and Thursday. After speaking with the owner of the other store he confirmed that a hawaiian telcom was working in the room around 9:30am. Really cannot believe that you don't double check your work when one wire can shut down an entire business. I will be filing a claim and pursuing legal action.

  Business Response

  Date: 04/28/2023

  Customer Relations left a message and contact information for the complainant on 4/28/2023, at 11:08AM. We will work to resolve with the complainant.

• Initial Complaint

  Date:04/10/2023

  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.

  First Transaction: March 17, 2023 Phone call to customer service number: ************** Representative: **** We have three phone numbers with Hawaiian Tel for over 25 years+. There are two billing accounts.For the first account, we requested three things:1. add an authorized user 2. delete one of the two phone lines 3. drop the second line service to just basic Received an order no: C033I71 Was told it changes would take effect the next billing cycle. Received next invoice. no changes made. Phone Call to ************** on 4/5/2023. Spent one hour and 18 minutes with still no resolution. Was told to delete the one number would mean a change from primary to secondary first. Then, this would mean a different rep would call back in ***** hours to confirm this change and discuss options. Second Account: Requested two things:1. add authorized user 2. drop service to basic Received order no. C033I66. A check on 4/6/2023 shows the requested drop to basic was not performed. On 4/5/2023, I requested basic fee of $18.99 as per the pricing shown on the website and was told that was only for new customers. At no point on the page where these plans are listed does it state the pricing is for new customers only. Even the pop-up disclaimer box does not indicate this. Rep **** stated the best she could do was to drop from the current $67 to $40. We requested to cancel the account entirely and were put on hold 3 different times. Finally received order no. O ******* with an effective cancellation date of 4/10/2023. It is a shame that we have to delete a long-time number because of these dishonest practices. On 3/1/2022 I requested this same change through the online request form and never heard from anyone. I would like an explanation of why the basic fees are not available to longtime customers and why this is not stated on the website and 2) why I was not contacted in March of 2022.

  Business Response

  Date: 04/11/2023

  Hawaiian Telcom Customer Relations spoke with and apologized to the complainant. Actions were taken to address her concerns and contact information provided should she need further assistance.

• Initial Complaint

  Date:03/07/2023

  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.

  We called for 3 times for activity the *** (Affordable Connectivity program) #B36803-01879 on Jan-27 (the latest call date). but until now that 2-billing cycle , we still didn't receive the discount bill. I am only limit income but we need a internet connection to access the email for work. Every time we need to wait and talk over half an hour but it was solved. the Hawaiian Telcom company is really bad business service for our Oahu now a day.

  Business Response

  Date: 03/07/2023

  Hawaiian Telcom Customer Relations spoke with an authorized representative for the complainant and provided contact information should they have any questions. ACP discounts will be reflected on the invoice dated 3/16/2023, effective date is 1/31/2023.

  Customer Answer

  Date: 03/12/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair 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.

  On Feb 4, a tech from HawnTel came to my home to install high speed internet. The tech advised that I can no longer use the landline which was previously located on my kitchen counter. It was outdated and they now had to use fiber optics which means putting in a new live phone **** in another room. This room is located above the network box which would make it more convenient to install. Once the phone **** was installed, we moved the main phone base upstairs to this room. The next day, the internet was "not high speed" in fact the signal kept stalling or dropping and was unable to use laptops. The home alarm kept beeping all through the day and night. Phone calls from my landline were scratchy, some said they could not hear me or calls got dropped. I submitted an online service call to HawnTel because trying to reach them by phone is almost impossible.! 3 days later I get an email from them saying sorry but they are having issues on their side and waiting for replacement equipment to arrive. They blame bad weather, mainland difficulties in transit, etc.....My alarm company says there is a phone line failure due to recent obstruction or repair to the line, which is a result of the tech installing the internet. That also means that for a week now, my home alarm system is not operational meaning if my home gets broken into, they are not aware of it due to the faulty phone line. This morning, I get an email from Rashae R, expressing apologies, understand your frustrations, yaddayadda and said for me to call them and give my address, contact#. Why the h*** should I call them? They should call me immediately and send someone to my home to resolve this! Besides, each time I call am put on hold an average of 8-10mins! I do plan to take my business to Spectrum, am meeting with a sales agent this week. Hope something can be done, BBB have always been an advocate for me and my family in the past. Aloha!

  Business Response

  Date: 02/13/2023

  Customer Relations spoke with the complainant to apologize. We have scheduled an appointment as he requested, on Friday, 2/17/2023, between 8:00 am and noon, to have a technician assess and resolve the situation. The complainant has my contact information and understands to contact me if he needs further assistance.

  Customer Answer

  Date: 02/17/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair 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.

  Several years ago, a Hawtel employee (******) disconnected all the phone lines to the ****s in my house except the one to the computer in his attempt to troubleshoot a problem I was having with my internet connection. It turned out the problem was with the wiring on the pole out on the street. However, the Hawtel employee (******) never reconnected the wires to my ****s in my house. At the time I was using a wireless remote in the living room and forgot about the problem. About a month ago I attempted to use a plug in phone in the living room and didn't get a dial tone. I remembered that ****** from ****** had told me he was disconnecting the wires to the living room ****. I called Hawtel and ask that they send someone out to reconnect the living room **** to the phone box in the basement. They agreed to do it. I asked what the charge would be since I am retired with limited funds. I was told the technician would tell me the charge before he did the work. When **** (the Hawtel technician) arrived, he said there would be no charge so I authorized him to do the work. When he left, the telephone line in the living room was so full of static that I could barely hear a dial tone. I called ****** and asked them to come out and fix the problem. I was told there would be no charge for this service call. The person who came out a few days later told me there was a bunch of unnecessary junk installed inside the living room ****. He removed it and that eliminated the static from the living room line. He also reconnected the line from the basement **** to phone box that ****** had disconnected several years ago when he was diagnosing my internet problem. Now I am being charged $95 to fix problems created by Hawtel servicemen who don't know what they are doing and after being told repeatedly that I would not be charged to fix the problems Hawtel employees had created.

  Business Response

  Date: 01/17/2023

  Hawaiian Telcom Customer Relations spoke with the complainant to apologize and confirm that the disputed charge has been credited. An email was sent to confirm this and she can expect to see the credit reflected on her invoice dated 2/10/2023.

  Customer Answer

  Date: 01/17/2023

   
  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.
  
  Sincerely,
  
  *******************