FAQs

• Why are there paint markings in my yard?
  We are required by law to call in utility locates before we begin any underground construction that will require digging. This will ensure that we know where all the current utilities are before we begin our work. Visit 811.com for more information.
• What if there is damage to my property?
  While we take every effort necessary to avoid damage to your property accidents do happen from time to time. If you have damage to your property that you need to report, submit your questions to the Construction Management Team.
• Will my yard be restored?
  Yes, our objective is to reinstate your yard to its pre-construction condition. Upon completion of the construction phase, our team will return to finalize the restoration process, which will involve the sowing of grass seed. To facilitate optimal grass growth, it will be necessary for you to water the area until the desired level of growth is achieved.
• Why is a Hawaiian Telcom representative digging in my yard?
  We are working to upgrade your community with state-of-the-art underground fiber optic technology which will allow you to receive the fastest internet speeds in the area.
• Will my landscaping be replaced around utility pedestals on my property?
  We will make every effort to save and restore the existing landscaping as close to its original condition as possible; however, there is no guarantee for landscaping that has been installed within an existing utility easement. Please reference the "What is a utility easement?" question.
• Does Hawaiian Telcom have permission to dig on my property?
  Yes, Hawaiian Telcom obtains the necessary permits, right of ways, and easements required by regulatory laws to allow us to perform this work.
• How long will the construction phase last?
  The construction phase will vary by the size of the community. Please see the Construction Timeline for a breakdown of the steps involved in the construction process.
• What is a utility easement?
  In general, a utility easement gives utilities, including Hawaiian Telcom, the perpetual right to use a designated parcel of land on someone’s property (typically outside of the regular road rights-of-way) to install and maintain utilities such as fiber, electric, water and sewer lines, etc.
• What is the difference between a utility easement and a right of way?
  The right of way is typically the area between the sidewalk and road on the property. The location of the utility easement can vary depending on the municipality and is where their current water/electric/telecommunication lines are buried. (Some communities the utility easement is in the back yard, some communities in the front yard.)
• Will construction impact my underground sprinkler system/invisible fence?
  We take reasonable precautions to avoid any damage to your property, including sprinkler systems and invisible dog fences. However, accidents occasionally happen, particularly where a sprinkler system/invisible fence is within or very near the utility easement. If you have a sprinkler system or invisible fence, we ask that you take one of the following steps: 1) mark your sprinkler system or invisible fence with flags or spray paint, or 2) speak directly to the contractor on site to identify the location of the system/fence.
• Who do I call if any of my utility lines have been cut?
  Call the appropriate utility company first and then report the incident to the Hawaiian Telcom Construction Management Center. You can also fill out the form online by contacting our Construction Management Team.
• I am worried construction will impact my landscaping, who do I call?
  Hawaiian Telcom makes every effort to minimally impact your landscaping during construction. If there is a concern about where the construction will take place, please reach out to the Hawaiian Telcom representative onsite to discuss, or submit a question to the Construction Management Team.
• How do I order service?
  Once construction is complete in your community, you can reach out to an Hawaiian Telcom representative to place an order for service. You can also place an order on our website. If you would like to be notified once service is available, please complete our fiber availability form.
• What is fiber optic cable?
  Fiber optic cable, unlike the traditional copper cabling, is made of strands of glass allowing for more bandwidth and faster internet speeds.