Customer Proprietary Network Information - Special Notice
Under Federal Law, you have the right and we have the duty to protect the confidentiality of your telecommunications service information. This information includes the services and products you purchase, account activity (for example the telephone numbers you dial), and charges incurred. We may use this information for marketing purposes, without further authorization by you, to offer you the full range of communications-related products and services available from Hawaiian Telcom and Hawaiian Telcom affiliates. These services may be different from the type of services you currently buy from us. In addition to local telephone services, Hawaiian Telcom and Hawaiian Telcom affiliate services include Hawaiian Telcom long distance (where authorized), Hawaiian Telcom wireless and Hawaiian Telcom Internet access services. For a more complete description of Hawaiian Telcom's services you may call your Hawaiian Telcom service representative. Without further authorization by you, Hawaiian Telcom may also share your information with its affiliates, agents and partners to offer the services described above. If you wish to restrict this use of your information to offer services as described above, please register your restriction by completing this form and returning the Hawaiian Telcom CPNI Special Notice postage paid postcard within 30 days of receipt of this notice. If you do not return the form within 30 days of receipt of this notice, we will assume your consent. Your decision will remain valid until you tell us otherwise. Whatever you decide will not affect our provision of service to you and does not eliminate all other marketing contacts by Hawaiian Telcom.
How to Pay Your Bill
Automatic Bill Pay: Offers convenient monthly payments using a credit card, checking or savings account. Sign up online at hawaiiantel.com/myaccount or fill out the remittance slip found on your bill and mail it to “P.O. Box 30770, Honolulu, HI 96820”.
Mail: Send a check or money order to “P.O. Box 30770, Honolulu, HI 96820”. Include your remittance slip and 15-digit account number on your check or money order to ensure proper credit to your account.
Bill Pay Service (set up with your bank): Refer to your bank as fees may apply. Set up Hawaiian Telcom as a payee with the address “P.O. Box 30770, Honolulu, HI 96820” and reference your 15-digit account number.
Online: Visit hawaiiantel.com to make one-time payments from a credit card or checking account. A transaction fee will apply; $1.95 residential, $3.95 business.
By Phone: Call (855) 748-1077, enter your 15-digit account number and 5-digit billing zip code. A transaction fee will apply; $1.95 residential, $3.95 business.
Pay in Person: at any First Hawaiian Bank Branch. Ring your payment stub and pay by cash or check. A $1.00 service fee will apply.
Other Helpful Links
General Billing FAQs
Q: Does Hawaiian Telcom accept credit card payments?
A: Yes, you may choose to make a one-time payment online or by phone using your credit card. You can also enroll online for Automatic Bill Pay.
Q: Why should I sign up for Automatic Bill Pay?
A: You can save time and avoid the hassle of paying your bill each month if you choose to enroll in Hawaiian Telcom’s Automatic Bill Pay (recurring payment). Register online for My Account and click on the “View and Pay Bill” link to set up your Automatic Bill Pay. There are no service fees associated with registering an account. It's free, simple, and fast.
Q: Is there a service fee for making a one-time online payment from the Hawaiian Telcom website?
A: Yes, there is a transaction fee of $1.95 for residential customers and $3.95 for business customers charged by Paymentus, our payment processing vendor.
Q: Will my bill show that I’ve enrolled in Automatic Bill Pay?
A: Yes, your bill will indicate that your account will be debited on a certain date. It will also display the words, “DO NOT PAY”.
Q: How do I sign up for Online Billing?
A: To access Online Billing, register and log in to My Account. From My Account you will be able to view and pay your bill, choose paperless billing, and enroll in Automatic Bill Pay. For detailed instructions, view our Billing Support Articles.
Q: If I have more than one bill do I need to sign up each account?
A: Yes. We’re working on an additional capability that will allow you to sign up all of your accounts at once, but for now, please do each individually.
Q: Will I receive a bill in the mail if I register for Online Billing and Automatic Bill Pay?
A: No, when you register for Online Billing and Automatic Bill Pay, you will automatically signed up for Paperless Billing. You will receive Paperless Bill notification via email each month. If you would like to continue to receive your bill in the mail, you can change your Billing Notification Preferences within Online Billing.
Q: What if I forget my password?
A: Click on “Forgot my Password,” on the My Account sign-in web page and we’ll email you a new temporary password. You can use your new password immediately to sign in to your account.
Q: How long does it take for my online bill payment to be reflected on my account?
A: One-time payments made online or by phone up until 3:00 p.m. (Hawaii Standard Time) will apply to your account on the same day. Payments made after 3:00 p.m. will be applied the following day.
Q: When are my automatic bill payments withdrawn from my account or charged to my credit card?
A: Automatic bill pay is processed 10 calendar days before your payment due date. The transaction is typically recorded to your bank account or credit card statement 1 to 3 business days after your payment is processed. See your financial institution or credit card company for more information. If you are registered for Online Billing, you will receive an email notification to confirm your payment was processed.
Q: I just closed my bank account or received my credit card with a new expiration date. What will happen to my Automatic Bill Pay?
A: Go online to hawaiiantel.com/myaccount and update your Automatic Bill Pay (recurring payment) information. To update your information, please remove yourself from automatic bill pay and sign up with your new bank or credit card information. If the payment has already been processed, we will be notified of the closed account and returned item fees may apply. If you receive an error message while editing your information, Automatic Bill Pay was likely set up by Hawaiian Telcom through a mail in form. Please call for assistance.
Q: How do I cancel my Automatic Bill Pay service?
A: The easiest way is to log on to your account at hawaiiantel.com/myaccount, click the “View & Pay Bill” link, and then click the “Edit” link next to “Automatic Bill Pay. You may also call Hawaiian Telcom Customer Service at 643-3456 (Residential, M-F 7:30 am to 5:30 pm) or 643-4411 (Business, M-F 8:00 am to 5:00 pm). Please note that if you cancel your automatic bill payment within 10 calendar days of your due date, your payment may already have been debited from your bank account. If you receive an error message while editing your information, Automatic Bill Pay was likely set up by Hawaiian Telcom through a mail in form. Please call for assistance.
Q: How long does it take to cancel my Automatic Bill Pay?
A: Cancellation is immediate if done online. Cancellation requests over the phone will be processed within 3 business days. However, if the payment is already being processed it cannot be canceled, so it’s best to cancel at least 15 days before your due date.
Q: What should I do if I’ve received a late notice and my service is in jeopardy of being disconnected?
A: You should make your payment immediately using any of options listed above. If you have already made payment, please contact Hawaiian Telcom Customer Service at 643-3456 (Residential, M-F 7:30 am to 5:30 pm) or 643-4411 (Business, M-F 8:00 am to 5:00 pm) so we can verify receipt, and if applicable, restore your service.
Q: Do I have to pay my whole bill, or can I just pay part of it?
A: If you are unable to pay the Total Amount Due by the specified Due Date, please call 643-3456 (Residential, M-F 7:30 am to 5:30 pm) or 643-4411 (Business, M-F 8:00 am to 5:00 pm) to discuss your options with our billing representatives. We’re here to help you. Partial payments will be applied first to regulated local services then other services. Any unpaid service may be subject to late payment fees, suspension, disconnection and/or collection efforts.
Q: I am planning an extended trip. Can I pay my phone bill(s) in advance?
Q: If the due date is on a weekend, do I have the next business day to pay the bill without incurring a late fee?
A: Unpaid services may be subject to late fees, suspension, disconnection and/or collection efforts. In accordance with the tariffs filed with the Public Utilities Commission, Tariff 20, section 1.20.6 states, “A late payment charge of 1.5% per month will apply to billed amounts, which remain unpaid 60 days or more after the Bill date, which is approximately 15 days after the due date.
Q: What’s my account balance?
A: You may obtain current account balances online at www.hawaiiantel.com/myaccount or through the appropriate customer service office.
RESIDENTIAL: If you are calling about a residential account balance and want to use this automated option, please call 643-3456 and follow the prompts for account balance. You will need to provide the telephone number and account number, which can be found on the top center of the first page of the bill.
BUSINESS: If you are calling about a business account balance, please call 643-4411. Choose option 2 to hear the account balance or to pay by phone. Choose option 3 for all other billing options.
Q: When will credit adjustments be reflected on my invoice?
A: Credit adjustments will be reflected on your invoice within 1 or 2 billing cycles from the date the adjustment was approved and processed. For example, your cycle date is the 1st of the month. A credit adjustment that was processed on September 29th, prior to the preparation of the October 1st invoice, it should be reflected on the invoice dated October 1st.
For a credit adjustment that was processed on October 4th, after the October 1st invoice has been prepared, it should be reflected on the invoice dated November 1st.
Q: When will credit adjustments be reflected online or through the Automated Voice Response System?
A: The Current Balance reflected online and through the Automated Voice Response System includes payments and adjustments provided during the bill cycle. This balance may differ from the Total Amount Due on your invoice.
If you have further questions, please call to speak to one of our representatives:
Residential customers: 643-3456
Business customers: 643-4411