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.
Customer Proprietary Network Information Form
How to Pay Your Bill
- Mail - Hawaiian Telcom PO Box 30770; Honolulu HI 96820-0770
- Automatic Bill Pay – >Register online or complete and sign form on back of remittance slip.
- Phone – 877-651-8962 ($1.95 fee - residential, $3.95 - business)
- Online – hawaiiantel.com ($1.95 fee - residential, $3.95 fee - business)
- Bill Pay Service (set up with your bank) – fees may apply; refer to your bank for details
- Prefer to pay in person? Pay at any First Hawaiian Bank branch* Just bring your bill and payment to any of First Hawaiian's 58 branches statewide. * Additional fee of $1.00 will be charged to process your payment.
Other Helpful Links
General Billing FAQs
Q. Does Hawaiian Telcom accept credit card payments?
A. Yes, you may pay by credit card online, or by automated pay-by-phone.
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 one of Hawaiian Telcom’s Automatic Bill Pay (Recurring Payment). Please let us know if you would like to authorize Hawaiian Telcom to deduct your payment from a bank account, debit card or credit card. Set it up online today. 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 --- $1.95 for residential customers and $3.95 for business customers, which is charged by BillMatrix, 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. You can also go online to hawaiiantel.com to confirm your enrollment. Automatic payments will appear as credits on your bill, and the payment information will appear online once the payment has been received
Q. How do I sign up for Online Bill Pay or Automatic Bill Pay?
A. Click here to begin the registration process. You’ll need the items listed below to setup a login and password for your account:
- 15-digit Hawaiian Telcom Account Number - located on the top, center column of your monthly invoice
- Invoice Number - located in the center column of your bill payment stub
- Username, which you create (minimum 4 alpha or numeric characters)
- Password, which you create (minimum 6 alpha or numeric characters)
- Valid email address
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 signed up for Automatic Bill Pay?
A. Yes a paper bill will be mailed to you; however, many customers choose to “Go Green” and opt for paperless billing by changing their Preferences online. If you are registered for Online Bill Pay, you will also receive an online notification when your bill is ready, which will be sent to your email account on record.
Q. What if I forget my password?
A. Click on “Forgot Password,” provide the secure user identification information, and we’ll email you a new password. You can use your new password immediately.
Q. How long does it take for my online bill payment to be posted?
A. One-time payments made up until 1:00 p.m. (Hawaii Standard Time) will post to your telephone account on the same day, and payments made after 1:00 p.m. will post 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 next due date. The transaction is typically recorded to your bank account or credit card statement from 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 Bill Pay, you will receive an online notification of your scheduled automatic payment 5 days before it will be withdrawn from your bank account or charged to your credit card.
Q. I just closed my bank account or received my credit card with a new expiration date. What will happen to my automated bill payment?
A. Immediately go online at hawaiiantel.com 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.
Q. How do I cancel my automated bill pay service?
A. The easiest way is to log on to your account at hawaiiantel.com.com which is available 24/7, click the Pay Bill tab and Remove Recurring Payment.or call Hawaiian Telcom Customer Service at 643-3343 (Residential, M-F 7:30am to 5:30pm) or 643-4411 (Business, M-F 8am to 5pm). Please note that if you cancel your automatic bill payment within 12 calendar days of your due date, your payment may already have been debited from your bank account.
Q. How long does it take to cancel my automated bill pay arrangement?
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 at any of options listed above. If you have already made payment, please contact Customer Care at 643-1666 during regular business hours (Monday through Friday, 8 am to 5 pm) so we can verify receipt, and if applicable, restore your phone 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 643-3343 (Residential, M-F 7:30am to 5:30pm) or 643-4411 (Business, M-F 8:00am to 5:00pm) 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 is subject to suspension, disconnection and/or collection efforts.
Q. I am planning an extended trip. Can I pay my phone bill(s) in advance?
A. Yes. The easiest way is to sign up for automated bill pay so that your phone bill will be automatically paid.
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 are subject to 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 45 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 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, the account number, which can be found on the top center of the first page of the bill, and the Zip Code of the billing address.
BUSINESS: If you are calling about a business account balance, please call 643-4411. Choose option 1 to change or order new service. 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? Will the Current Balance available online or through the Automated Voice Response System reflect the credit adjustments immediately?
A. Credit adjustments will be reflected within one or two billing cycles of 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.
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.
The Current Balance available online and through the Automated Voice Response System should reflect payments and adjustments posted during the bill cycle. This may differ from the Total Amount Due on your invoice, which reflects a snapshot of your account on the Invoice Date.
If you have further questions, please call to speak to one of our representatives.