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:08/03/2023

  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 called to set up a new **************** for a newly purchased home. I was told they do not provide TV in my area. I was told by the service tech that they was unable to install their Gateway and that I would need to use the on that I had in the house already. I was ok with that. We had issues later on and they called and refused to work on the internet because they didn't have their gateway installed at the home. I called and had another company come out and install orbi to use instead of their equipment. After reviewing my billing since February of 2023 they are billing me for MGM+ **** which without TV I am not sure why I am being forced to pay for this service I don't have. I also asked for a refund for the charges of the rental of a gateway I don't have $9.99 plus an additional $19.99 premier value bundle which when I asked what that was for they told me it was to pay for the technician to come out anytime and work on the gateway I don't have. I asked for that to be refunded as well. They are charging me for an extender which I also don't have $5.00 every month. When I spoke with the customer service to help answer my questions about my incorrect billing. He let me know that the technician wasn't properly trained and didn't update my account accordingly and that they couldn't update my account because they couldn't access my account with out my consent but they never called me with any questions to be able to authorize them to fix my account. He told me that he would have to have his supervisor look into the issue. They offered to refund $30.00 for three months of the error of the gateway charge which I said no since this was their error for not updating my account with the information from the untrained tech that isn't my mistake. They have been charging me $96.85 which isn't what I agreed to for their promotional offer of $69.99 which included the rental of the gateway. I am asking for the refund since February and correctly billed in the future.

  Business Response

  Date: 08/07/2023

  Hawaiian Telcom Customer Relations spoke with the complainant on August 4, 2023, to apologize for her experience and confirmed that our records indicate company-provided equipment was not installed. As a result, she will be credited for company-provided equipment effective on December 1, 2022. Since her bill cycle is on the 7th of the month, corrections will be reflected on the invoice dated September 7, 2023, including credits for the invoice dated August 7, 2023. Her experience will be used as a learning tool for our personnel. The complainant has been provided with our contact information and understands to expect follow up calls regarding status of her resolution. 

  Customer Answer

  Date: 08/07/2023

   
  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 **** appreciate the help from Customer ******************** and will contact them in the future with any billing questions. Thank you everyone for your time I appreciate it.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/21/2023

  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.

  For the past month, I have been receiving mail from Hawaiian Telcom advertising fiber optic internet service that featured high speed download at a low cost. On July 10, 2023 I had internet service installed and went with a plan that claimed download speeds of 1 GB for the price of my current provider (Spectrum) which only offered 300mb. After the installation I checked speed and was only getting between 28 and 90 mb download and so I called and made an appointment for the technician to come troubleshoot why I was not getting anywhere near the speed they claimed I would receive. The appointment was made for 7/20/23 at between 8-9 am. This date came and went and no one came to troubleshoot the line. I had taken this day off so that I could be here for the technician who not only did not show, but also did not communicate via phone or text to let me know. I then called Hawaiian Telcom again and spoke to a call center in ***************, in spite of having difficulty understanding the representative, he stated he was unable to assist me. I have been trying to reach anyone at Hawaiian Telcom to assist me but I am unable to do so as I keep getting offshore tech support that cannot help me and they are unable to transfer me to a ****** Representative. I cant even seem to cancel my order. What can I do? If I am able to get through, I just want to cancel this and stay with Spectrum as at least I can speak to people there. I do not want to be charged for installation or any service as that service was not what they advertised it to be.

  Business Response

  Date: 07/21/2023

  Hawaiian Telcom Customer Relations spoke with the complainant on July 21, 2023 and apologized for his experience. The complainant agreed to an appointment tomorrow 7/22/2023 for a technician to troubleshoot the slow speed issue. I gave my contact information and advised the complainant that I will check back with him on Monday 7/24/2023.

• Initial Complaint

  Date:07/18/2023

  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 said that I didn't cancel my service but I turned in all my equipment so I am not able to view any of their shows or any of the programming nothing was nothing was mentioned when I turn the equipment in they didn't ask any questions. I called for adjustment on the bill and they said wait for July 24th for a new bill to come out and they will make an adjustment and the adjustment is the same exact amount and there's a like a whole extra month in the bill it's not even close to what it seems fair

  Business Response

  Date: 07/24/2023

  Hawaiian Telcom Customer Relations spoke with the complainant on July 19, 2023, to apologize for his experience. We confirmed receipt of the ** and Internet equipment he returned on June 10, 2023, and explained that our agent should have confirmed the reason he was returning the equipment and taken steps to disconnect his account. To resolve his complaint,credit adjustments for terminated services from June 11, 2023, have been applied to his account and he understands to expect the final balance on the invoice dated July 25, 2023. We will follow up to review the invoice dated July 25, 2023, and credit any equipment charges that *** have been automatically generated with the disconnect order issued on July 3, 2023. The complainant was thankful and satisfied with the resolution.

  Customer Answer

  Date: 07/30/2023

  they came up with different amount Im not totally satisfied with it .  It is definitely in the right direction because spoke with them several times and ended with the same bill. Thank you for your help.

• Initial Complaint

  Date:07/14/2023

  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.

  Received a flyer from Hawaiian Telecom. The flyer noted new service for internet of ***** and optional add on of 10 for TV. Total of *****/ month Offer expires Aug 31. I called and requested the offer.. The agent said , yes that offer plus other fees is 134/ month and not *****. After pushing to honor offer, she came back and said , we can offer 106/ month. She noted other fees of 17 for gateway and set top box. Noother details of why the ***** offer can be provided. . No other details of 106 price as well.. I asked for company to honor the ***** offer on the flyer.. She said she is not able to honor that price at this time- This is false advertising Action/ Help Requested- honor the offer of *****

  Business Response

  Date: 07/19/2023

  Hawaiian Telcom Customer Relations spoke with and apologized to the complainant on July 17, 2023. He was informed that the promotional terms and conditions (Terms) of the offer is noted on the bottom of Page 2 of the letter he received. The letter features the discounted rate for specific services and details in the Terms that Taxes, surcharges and other fees apply, and to Visit Hawaiiantel.com/terms for details. The complainant did not seem receptive to an explanation of the rate he was quoted and commented on Hawaiian Telcoms advertising tactics.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20323383
  
  I am rejecting this response because: the offer is misleading.   the printed offer is *****

  the total cost with the other costs , not detailed,  Is 106.  Or 66 of other feels, or 100% of the printed amount.  It is very misleading that the other fee mentioned are not detailed and are 100% of the printer offer of *****.  

  
  Sincerely,
  
  *************

• 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.