Hawaiian Telcom Customer Service Issues

I wanted to inform you that I am switching back to Spectrum due to the unacceptable increase in monthly charges and poor customer service experienced when I called. As an already slightly disgruntled customer, I was frustrated when I called before business hours unknowingly and had to jump through hoops and answer a battery of automated questions, only to be told to call back as you were closed. This was the first poor service experience. Secondly, after leaving a call back number, an automated call back placed me on hold for a significant amount of time, which felt insulting. The third poor service encounter was when I requested to speak to a supervisor about my concerns and was informed that I may receive a call back anywhere from 2 to 24 hours. The inconsistent timeframe was not ideal for someone with responsibilities. It is important for companies to prioritize customer satisfaction to maintain loyalty. Thank you for helping me realize the importance of reliable service.

I am pleased to announce that my issues with my telephone, internet, and television services have been resolved, all thanks to Chris. Three days ago, my Hawaiian Telcom Service was disrupted because, according to the repair person Chris, the wires in the small white box had become loose, affecting all three services. In the future, I kindly request that the installers and service professionals ensure that the wiring connecting the telephone outlet to the Nokia white box is properly secured. Regarding a recent incident on August 7, [redacted], when the Hawaiian Electric Company workers were installing a new electric pole near my neighbor's house, assurances were made that there would be no disruption to the Hawaiian Telcom Service. However, despite this, my services were interrupted. Upon contacting the Hawaiian Telcom Customer Service number at [redacted] on my Consumer Cellular phone, I experienced long wait times. As an AARP member, I receive a discount on my Consumer Cellular phone. Despite multiple attempts to reach customer service, I faced delays and was unable to resolve the issue promptly. After the electric pole installation was completed, my internet service was still not functioning. I attempted to contact Hawaiian Telcom Customer Service again but was prompted to leave a message instead. I am considering requesting a credit of four days to my account due to the service disruption. For further communication, I can be reached at [redacted]. Thank you for your attention to this matter. Sincerely, Dennis Suzuki

I've been off the island since the 5th of September and returning today, the 13th. We were bumped from our flight back to Hawaii this morning, and a technical support person was scheduled to arrive at 2 pm today to fix our internet and TV service. However, since we were pushed to a later flight and won't return to Honolulu until 9:00 pm, can you please reschedule our technician for Saturday the 14th at any time? We desperately need our internet back online as it could be an issue with the DVR or WIFI. Your super geek tech came last week on the 4th but couldn't figure out the issue. Thank you. My name is Victor Brandt, and my address is [redacted] S. King St. #[redacted], Honolulu, HI [redacted]. I don't have the ticket number with me, so I'm at a disadvantage here. Please help us reschedule and leave a message or email at [redacted]. Thank you.

I am seeking assistance regarding the Lifeline program. Recently, my mother was notified that she needed to undergo recertification. We completed the necessary forms and provided the requested documentation, only to later discover she was deemed ineligible due to an inconsistency. Upon contacting Lifeline, it was revealed that a discrepancy in her name was the issue, as her first name had been incorrectly entered during data input. Consequently, I had to reapply on her behalf, creating a new account. After numerous exchanges spanning several months, she eventually received a letter confirming her qualification and instructing us to reach out to Lifeline. Following a 40-minute hold and transfer, I was informed that I still needed to complete Lifeline's form. To my dismay, the form sent to me was identical to the one I had previously filled out, which had already been approved. I am feeling overwhelmed as I have invested countless hours attempting to resolve this matter, only to find myself right back where I started.

On November 11, [redacted], I returned the modem to Hawaiian Telcom using their provided FedEx label. However, they are now billing me $[redacted] for the returned modem and threatening to affect my credit score. Attempting to resolve this, I have been on hold for an extended period, currently at 38-57 minutes as of my call at 1:24 PM on a Tuesday. According to Get Human, 1:45 PM is the optimal time to contact them. This situation is unjust as Hawaiian Telcom should not require customers to wait on hold for an issue they caused due to poor internal communication. Numerous complaints on the BBB website highlight similar billing problems with returned modems, indicating a pattern of inadequate customer service from Hawaiian Telcom.

For the last three weeks, my phones have not been working properly. No one picks up at the number I call, and messages are never returned. This situation is causing me to miss important calls from medical professionals and impacting my ability to sell my home. Despite enduring long wait times on the voicemail system, I was unable to speak to anyone. The only way to get a timely response was to involve corporate security, which led to a repairman visiting the next day. The technician claimed the issue was with my phones and advised me to purchase new ones. Even after buying new phones, the problem persists, indicating the issue lies with the phone company. Unfortunately, I am struggling to reach them for further assistance. The deteriorating service from the new management is frustrating, especially when customers have to endure extensive wait times just to receive the service they are paying for.