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:01/09/2023

  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.

  I discontinued service with Hawaiian Telcom in October. They are charging me ****** for the equipment. I already sent the equipment back as follows; I received an RMA and a ***** label to return equipment on Oct 21 2022 via email from Hawaiian Telcom. I sent equipment and RMA using provided label via ***** back to the address provided on Oct 24 2022. Package was received and signed for by **************** on Oct 26 2022. ***** tracking number is ************, RMA is B223596

  Business Response

  Date: 01/10/2023

  Hawaiian Telcom Customer Relations left ******************** a voice message and sent an email to advise that credits will be issued once we confirm receipt of equipment. The complainant has my contact information should he need further assistance.

  Customer Answer

  Date: 01/13/2023

   
  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.
  
  I do question why the *** was not processed before the following billing cycles and perhaps it's due to short staffing, but the customer should not suffer if they did everything on their part.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/06/2023

  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 connection went down 1/3/12 and spoke with tech support for repair and was told earliest available tech is for 1/10. Informed the staff that I work at home and depend on internet to conduct my work. Staff would not expedite my repair although it was high priority for me. This is unacceptable service for internet service provider that provides essential service to the community. This delay has caused financial hardship and will review legal action. Disappointing that service is substandard.

  Business Response

  Date: 01/10/2023

  Hawaiian Telcom Customer Relations spoke with the complainant and apologized for his experience. Records indicate that service was restored today, 1/10/2023. Complainant was provided with my contact information should he need further assistance.

• Initial Complaint

  Date:01/05/2023

  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.

  I have been having ongoing issues with my phone landline serviced by Hawaiian Telcom since January 2019. Finally in March of 2022, my landline phone was fixed and with much ado, Hawaiian Telcom issued me a refund for those years that is was not working ($1884). But then in June 2022, the landline phone had a busy signal or no dial tone again. I had neck surgery at the end of April and I could not do much for months. So I reported the issue in August 2022 and they fixed it by moving my line to the neighbor's box (that line was live but mine had problems). This fix was short lived because at the end of October, I heard busy tone or no tone when I tried to use the phone. I reported issue on November 2, 2022; the repair tech came out to my house on November 8, *********************************************************** home issue so he said he would refer it to the cable maintenance department and they would call me. I told him to make sure to give them my cell number since the landline doesn't work. Didn't hear from them at all. So, I called to follow up on January 5, 2022. and Hawaiian Telcom claimed that the cable maintenance department fixed the issue on 11/15/22 and closed the case. But my phone still doesn't work or has it since October 2022. I received no call on my cell phone to notify me that they were going to work on my line or that my line was up and working like the previous 2 times with a test call. Nonetheless, Hawaiian Telcom has no problem charging me for services not rendered. I have not paid my bill since November because of these issues and now I have no confidence in them since they have closed a service ticket without resolution. I called them back today to talk about the bill too, but they then keep referring me to the technical department.

  Business Response

  Date: 01/06/2023

  Hawaiian Telcom Customer Relations spoke with the complainant and followed up with an email to confirm a repair appointment, offer a fiber solution, and review credit adjustment requests. The email details my contact information should the complainant need further assistance.

  Customer Answer

  Date: 01/13/2023

   
  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.On January 11. 2023 my landline was repaired by the copper cable unit. I can dial out and receive phone calls. The one thing that doesn't work is the display on my plug in cordless phone and built in answering machine. The screen is blank, but I was told it wouldn't work because the upgrade made to the system doesn't allow the information to flow to the phone so it can display the information. Also the appropriate credits have been applied to my account.
  
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:12/21/2022

  Type:Product 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 Tel advertises and sells 1 GB Fi-Optics internet service at my residential address. Based on their advertisement, I subscribed to their 1 GB offer on 10/25/22. I quickly noticed that the service was slower than expected, and I was only getting half of the speed I subscribed and paid for. I opened an online support ticket on 12/05/22. No response. I eventually contacted the support team by phone, and a technician was dispatched to my residence. The technician confirmed the low-speed issue and explained that Hawaiian Tel cannot deliver 1 GB to my address and neighborhood (!) and that it is a known issue (!). I contacted Hawaiian Tel by phone again, and they stated that they cannot adjust their billing for now. I ask Hawaiian Tel to either deliver the advertised 1 GB or to refund me and cancel the service. Thank you to the BBB for your assistance.

  Business Response

  Date: 12/23/2022

  I spoke with the complainant and let him know that our teams are working on identifying and resolving the issue. I provided him with my contact information and let him know I will provide updates once I better understand plans toward resolution.

  Customer Answer

  Date: 12/28/2022

  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.

  Thank you with your assistance with solving this issue.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/29/2022

  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.

  On 6/20/2022, I scheduled an Internet/TV installation for 6/24/2022. Later that day, I contacted the sales person who I spoke to and cancelled the install after speaking to my spouse. He agreed to cancel. No installation ever happened on 6/24/2022 or any other time. Since then, I have been receiving bills from Hawaiian Telcom that have now ballooned to over $1,800. I have made at least 4 calls to them and spoken to their agents who have all verified that no service has been established and no equipment was installed. I was told by all of them that I would receive a final invoice showing zero balance. That has not happened. I called again today, and was told that the balance would be cancelled and the matter would be referred up--the same thing I've always been told before. I'm done waiting. Please help me get this resolved. Thank you

  Business Response

  Date: 11/01/2022

  Customer Relations just sent an apology email to the complainant and explained that all billed charges have been credited and that the invoice dated November 19, 2022, will reflect a zero balance. Also, advised the complainant that his credit will not be negatively impacted. My contact information was provided in the email should there be any other concerns.