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.

  PO Box 30770 Honolulu, HI 96820-0770

• 

  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: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.

• Initial Complaint

  Date:03/12/2025

  Type:Billing 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 have been a long time customer of ********************** and we subscribed to their internet service. In September of 2024, we received an invoice (dated 09/19/2024) stating that the charge for service for the period 09/19/24 to 10/18/24 was $91.50. This was doubled the price we used to pay. We immediately called customer service to enquire and they refused to lower our price back to what we used to pay. Having seen an ad on ********, their competitor Spectrum was offering 500mps internet for only $30 a month. As such we canceled our service with Hawaii Telcom ***************** Agent named ***** helped us cancel) and started our service with Spectrum on 09/18/2024. Subsequently, Hawaii Telcom sent us a kit from ***** to return their modem which we immediately mailed back to them. Within almost a month, we found that Hawaiian Telcom tried to charge our credit card for the amount of $91.50 at least twice and we disputed those charges. On the advice of our credit card company, we had to change our credit account number to avoid **********************'s unauthorized charging of our credit card. It was a great inconvenience for us as we had a few bills that we charge automatically to that account. Now ********************** is trying to collect by sending us a bill. Our fear is this may lower our high credit score because of this ridiculous charge. Please help.

  Business Response

  Date: 03/13/2025

  Hawaiian Telcom Customer Relations spoke with the complainant on March 13, 2025, to apologize for their experience and to explain that the $91.50 charge was for the service period from September 19, 2024, to October 18, 2024. According to our records, Order O018G07 was issued on October 14, 2024, to fulfill the complainant's request to disconnect Account #*************** effective October 18, 2024. To resolve this complaint, the $91.50 charge has been waived, and the complainant understands that their credit will not be impacted.

• Initial Complaint

  Date:02/27/2025

  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.

  HawaiianTelAcct: *************** for phone service. Problem: ************* discontinued but continue to get bills and have not received credit they promised. Here's timeline:-11/30/24: ************* discontinued -12/11/24: Called HawnTel, told them phone service not disconnected yet, still getting bill. They said glitch in system, they will fix it.-1/11/25: Called HawnTel, told them billed again. They said they're still working on error, don't pay bill. Said they would issue 2 months of credit.-2/26/25: Received email from HawnTel, with bill for $65.90. -2/27/25: Contacted HawnTel, said received another bill and have not received credit for $65.90. **************** *** said he will contact Customer Support again. I said we've already gone that route and still getting billed, no credit issued. REQUEST: Stop billing and issue credit of $65.90 Thank you!****** ***********/****** ******

  Business Response

  Date: 03/04/2025

  Hawaiian Telcom Customer Relations contacted the complainant on February 27, 2025, to apologize for her experience. Due to a system glitch, the company was unable to complete the complainant's request to disconnect service effective November 26, 2024. On February 28, 2025, we confirmed that the glitch has been resolved, and the account has been disconnected. Credit adjustments totaling $115.01 was issued, for charges from November 27, 2024 through March 12, 2025. As of March 4, 2025, the account has a credit balance of $49.11. A refund check for the credit balance will be mailed to the complainant next week. She has my contact information in case she has any questions.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22999681
  
  I am rejecting this response for now:  Once I received the check in the mail for the credit, I will close the complaint. In the past they have said they would mail a check and did not. Thank you
  
  Sincerely,
  
  ****** ***********/****** ******

  Customer Answer

  Date: 03/11/2025

  I am waiting to receive the check from Hawaiian Tel before I close the case. In the past, they said they would send the credit but did not follow through.

   

  Business Response

  Date: 03/13/2025

  Hawaiian Telcom Customer Relations confirmed that the refund check was entered on March 4, 2025 and is scheduled to be mailed out today, March 13, 2025. The complainant should receive the check by next week.

  Customer Answer

  Date: 03/15/2025

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

• Initial Complaint

  Date:02/18/2025

  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 Jan. 15, 2025 I moved from a condo in ****** to *******, a retirement community on *********** My telephone service for over 50 years has been with Hawaiian Telecom and the phone number has always been ************. Arcadia's phone service is provided to all residents by ********. I have requested ******** to install a landline for me and have requested Hawaiian Telecom to port my ************ number to Spectrum. As of today Hawaiian Telecom has NOT released my number to be ported to ********. Multiple requests have been made from Spectrum to Hawaiian Telcom and I have also phoned HT, they have consistently given bogus reasons why they did not comply with the requests..i.e. the new address or account number were incorrect. I am extremely frustrated with Hawaiian Telecom. Businesses and friends have tried to call me since Jan 15, but the phone rings and rings, no answer (no one is living at old location). A family member recently had surgery, she was unable to contact me for help. I want Hawaiian Telecom to port ************ over to Spectrum ASAP.

  Business Response

  Date: 02/19/2025

  Hawaiian Telcom attempted to contact the complainant on February 18, 2025, but only reached her voice mail. We left a voice message to apologize for her experience, and to let her know that Hawaiian Telcom complied with the request and authorized porting of ************ to her new provider on the requested date, February 19, 2025. Her new provider must activate ************ in their system in order for the port out to complete. We left our contact information in case she has any questions.

  Customer Answer

  Date: 02/19/2025

  This is to report that my telephone number ************ was successfully ported this morning from my former carrier, Hawaiian Telecom, to Spectrum, the carrier that services Arcadia where we have recently moved.  Thank you for your efforts in making this happen. 
  Sincerely, ****** ****
  

  
  

• Initial Complaint

  Date:02/14/2025

  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.

  Have been Hawaiian Tel customer for at least two decades (Acc# ****************. Using their services for a landline and internet. My building *************** (*******************************) contracted for free wi-fi (Fiberoptics) to start October/ November last year.Consequently, decided to cancel all my services, as now will get wi-fi for free, and really dont need the landline. I called and requested this mid November and was told will get a refund. Still waiting for refund and Haw Tel has billed me ($106.37) in December, January and now February. It is on autopay and they now owe me a refund of over $400.00.Additionally, I had to reschedule for installation and called (2 times) as a courtesy. I rescheduled my (3rd time) installation to 01/28/2025 from 1-5pm. Waited and no show, no courtesy call or email. Called about day or two later and found out it was auto cancelled.I have been calling Haw Tels customer service number *************) and get routed to a call center. I estimate I have talked to them about five times, with the last three about my unresolved issues. They have been very kind and always say they will pass it up to be resolved. Never gets fixed.This past Monday (02/10/2025) i called around 10am and requested someone from ******** call me back. Got a call around 4:30pm that day and was told they would take care of my ********* resolution so far.

  Business Response

  Date: 03/13/2025

  Hawaiian Telcom Customer Relations apologizes for the complainant's experience. We attempted to contact him by phone but only reached his voicemail. According to company records, Order C166E18 was issued on February 18, 2025, to comply with the complainant's request to remove phone service and install fiber internet. The installation was successfully completed on February 24, 2025. A refund check for the credit balance of $319.02 was processed on February 20, 2025. Credit adjustments totaling $106.37 have been issued on the invoice dated February 22, 2025, and another refund check for the credit balance will be mailed to the complainant within ******************************************** case he has any questions.

  Customer Answer

  Date: 03/18/2025

  To: Better Business Bureau From: ******* **** Complaint No.: ******** Please be advised that my complaint with Hawaiian Telcom has been resolved to my satisfaction. I believe your involvement was ********* to its resolution. Many thanks and I request you close my case. Thank you again. 

  Customer Answer

  Date: 03/31/2025

  Please reopen Complaint No. ********. Previous issues with my Hawaiian Telcom account. # ***************. They were to cancel my landline and cancel my internet service. My building contracted free wifi for all the units so no need for me to pay for internet. Have two cell phones so no need landline anymore either. Tried to cancel back in November. Asked BBB for help. Well once BBB got involved they installed the wifi and sent a refund check. So I thought was resolved and requested BBB close the Complaint. Recently via auto pay they took out $106.37 again. Appears they did not cancel after all. Last Thursday the 27th I asked their overseas call center to have a Hawaii representative to call to discuss. No response yet. Please reopen my original complaint. Thank you.

  Business Response

  Date: 04/10/2025

  Hawaiian Telcom Customer Relations made multiple attempts to reach the complainant but was unsuccessful. The complainant's request to remove phone service and to upgrade to Fioptics 1Gig, was completed on February 24, 2025. Since the complainant's billing cycle is on the 22nd of each month, the change was not reflected yet when the invoice dated February 22, 2025 was prepared. As a result, automatic payment for $106.37 was processed on March 11, 2025. The payment was credited, and a refund check request was submitted on March 13, 2025. I confirmed that the refund check has been mailed to the complainant's mailing address on March 26, 2025. I left a voice message with my contact number if the complainant has any questions or need further assistance.

• Initial Complaint

  Date:02/07/2025

  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.

  Hawaiian Tel for the second month in a row has added services I did not order and put it on my land line bill. I get to speak with a call center in the Philippians to deal with someone who's English is hard to understand or they have trouble understanding me. I wish to file a complaint against them for deceptive business practices and fraud. This is a business line. Please contact me with any questions.

  Business Response

  Date: 02/17/2025

  Hawaiian Telcom Customer Relations contacted the complainant on February 10, 2025, to apologize for his experience, and to explain that promotional discounts expired in November 24, 2024. As a result, his monthly rate increased. Hawaiian Telcom is working on canceling a pending order to remove SecureRate Advantage MSL. Once the order is canceled, Hawaiian Telcom can assist the complainant with promotions. We gave our contact number to the complainant if he has any questions.

  Customer Answer

  Date: 02/24/2025

  This answer does not address their representative making up things and accusing me of calling them and ordering this extra service when I did not.  Now they have changed their story to say discounts have expired.
  It is not correct.  They offered me a big refund for their not being truthful but that is now pushed under the rug.
  
  They did call me and I told them to fix it and stop lying.  They offered the new story of discounts expiring and ignored the last story they told me.  I told them again to fix it and have not heard from them since.
  
  I am expecting a refund, a locked in consistent rate and an in writing apology.
  
  So for nothing.
  

  
  

   

  Business Response

  Date: 03/04/2025

  Hawaiian Telcom spoke with the complainant on February 28, 2025, and sent him an email on March 3, 2025, to explain that his bill increased because his three-year agreement has ended. As a result, promotional discounts expired. Order C3G7305 was issued to comply with complainant's request to remove the Secure Rate Plan, and the new monthly rate is $68.95. Credit adjustments totaling $89.17 were applied to Secure Rate Plan charges on the invoices dated October 25, 2024 and November 25, 2024. This credit adjustment was reflected on the invoice dated December 25, 2024. Additional credit adjustments totaling $28.25 were issued on February 28, 2025, and will be reflected on the invoice dated March 25, 2025. The complainant was given options on whether he would like to continue his service on a month-to-month basis or start a new three-year agreement. He has our contact info if he has any questions.

• Initial Complaint

  Date:12/26/2024

  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 cancelled my account with Hawaiian Telcom in July. I returned all the requested equipment and have dated receipts indicating that I returned the modem on 8/30/24 and the ONT on 7/1/24. I just received a bill indicating that my account has been sent to collection for $182.26. I have returned all the equipment and I paid my regular last month bill. I'm not sure why I'm being charged this amount and why it is being sent to collections.

  Business Response

  Date: 12/27/2024

  Hawaiian Telcom Customer Relations left a voicemail message for the complainant on December 27, 2024, apologizing for his experience and providing our contact information should he need further assistance. To resolve this complaint, the unreturned equipment charge of $209.42 was credited, resulting in a credit balance of $27.16. A refund check will be mailed to the complainant within 4-6 weeks.

  Customer Answer

  Date: 12/27/2024

   
  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,
  
  ******* *****