Fiber (NOT) ready for prime timeIf you have the following: Land line, PV system, security cameras, alarm system, fax machine, you really need to read this. Had a Hawaiian Telcom sales rep come to the door late February selling high speed fiber. The price was great, for 1 Gig half the price of "S" at 300Mbbs. Sign me up. Installers came out about a week later and said that the cable would be attached to the outside of the house, say what! That would mean that the entry point would be at one end of the house and termination would be at the other after they drilled through the wall. Asked why it couldn't be installed in the attic as the phone line was, was told they didn't do that anymore. So, I ended up contracting with a local electrician to install the cable inside the house, should have backed out then. HI Tel came back and installed the fiber, initially all looked good, have never seen such speeds. Changed the networks on the TV, iPad, computers all looked good. Two hours later, was talking on the land line and the phone went dead, tried calling my friend back and the call was diverted to HI Tel, whoever I called, it went to HI Tel, tried calling my own number and it said the number was out of order. So, I called Hawaiian Telcom support, you'll soon learn that the company should be named after another country. Called three times, waited hours to be told the problem was my phone, to I'll be right back, never came back. Finally, someone gave me a ticket number and someone would come out. LOL at this point? Received a call telling me that fiber and copper cannot exist on the same line and that it would have to be converted to fiber (both operate on different voltages). OK, now my phone works. On Easter Sunday, we had a short power outage. Did you know that when you have an outage, your fiber phone goes down (unlike copper) that's why they try and sell you battery backup for your phone. Anyway, when that blip happened the alarm went off, ugh. The alarm company said they had a failure to communicate, line was down. Remember the (both operate on different voltages). Was unable to resolve the issue. Called Hi Tel support again. No one came out, but did receive a call at 7:51PM by a woman named "Uh"? (that's what she said). She wanted me to debug the issue, I said someone needed to come out. She argued with me if I wanted it fixed. She said I need to accept technology change (regarding the copper); I wasn't happy with that. Never said she was sorry about all the problems we were having, just went on talking over me. Finally got confirmation that a tech would be out the next day. A local young man showed up, first nice person we delt with. First thing out of mouth was "sorry you're having so much trouble" He did his troubleshooting and finally said that thy could install a separate copper line but couldn't change the fiber back. (shaking your head yet) And by the way, cameras and PV system still down. Solution, dump Hawaiian Tel completely and go back to company "S" All is back up except the alarm system, it's being upgraded to wireless. The moral of the story is, you can sell a Ferrari to a farmer, but what's going to do with it.
Claim your business profile now and gain access to all features and respond to customer reviews.
Hawaiian Telcom, Inc., is the incumbent local exchange carrier or dominant local telephone company, serving the state of Hawaii.