Understanding & Managing My Bill

• How can I get bill reminders and "Bill Ready" notifications? How can I get bill reminders and "Bill Ready" notifications?

  You can receive bill reminders and 'Bill Ready' notifications by signing up for email or text alerts through My Account. 

  
  

  Step 1: Update your contact information

  Before enabling alerts, ensure your contact details are current: 

  1. Go to the Profile page and locate the Contact Information widget. 

  2. Add your email address and mobile number. 

  3. Follow the prompts to enter the verification codes sent to your devices. 

  
  

  Step 2: Enable notifications

  Once your contact information is verified: 

  1. Navigate to the Account page (via the main menu or the Account Settings tab). 

  2. Toggle on the Billing notification for your email and mobile phone. 

• How can I view my bill? How can I view my bill?

  You can view your current bill by signing in to My Account and selecting View Current Statement on the Overview page or View in the Current Statement section on the Billing page. Either option will open a PDF of your bill in a new tab. 

  
  

  NOTE: If you are enrolled in our eBill program, you can choose to receive a text alert or email notification when your monthly bill is available online. If you are not enrolled in eBill, we will mail you a paper statement each month. 

• How can I view my past bills? How can I view my past bills?

  You can access your previous statements anytime through My Account. 

  Here's how: 

  1. Log in to My Account

  2. Select Billing from the main menu. 

  3. Locate the Billing History section. 

  4. Click View next to the specific bill date you want to see. 

  
  

  Important Note: You can view up to 18 months of billing history online. To request older statements, please contact our support team. 

• How do I find the details on my bill? How do I find the details on my bill?

  You can find a summary and a detailed view of your bill after logging in to My Account. 

  
  

  Option 1: From the Overview page

  1. Locate the Current Balance section. 

  2. Click View Current Statement to open a PDF of your bill in a new tab. 

  3. Alternatively, click View Details to go to the main Billing page. 

  
  

  Option 2: From the Billing page

  1. Locate the Billing History tab. 

  2. Find the Current Statement section. 

  3. Click View to open a PDF of your bill in a new tab. 

• How do I understand my bill? How do I understand my bill?

  We've created a helpful guide to help you navigate your statement. Watch the video below for a full walkthrough of your Hawaiian Telcom bill, including how to read your current charges, credits, and account details. 

  
  

  
  

• I am a new customer. What charges will appear on my first bill? I am a new customer. What charges will appear on my first bill?

  Like other internet & TV providers, Hawaiian Telcom bills one month in advance.  Based on the day you began service, you will be billed a partial month charge based on your regular monthly service rate, plus all taxes and fees. Additional charges may include any installation fees, upgrades in service, or On Demand/Pay-Per-View charges.

• What are the additional charges and fees on my bill? What are the additional charges and fees on my bill?

  Any taxes or fees related to a service (Internet, TV, or Phone) will be stated in that product section of your bill, with explanation of those charges below. Additional charges or fees not related to a specific product can be found in the “Other Charges and Credits” section. Please see below for a list of surcharges and fees:
  
  TV Broadcast Fee - This surcharge is to recover a portion of the amount broadcasters charge Hawaiian Telcom to carry their channels. Federal law allows local U.S. broadcast television stations (i.e., CBS, NBC, ABC, Fox, etc.) to negotiate with cable and satellite providers in order to obtain “consent” to carry their broadcast signals. As a result of local broadcast TV stations increasing the rates charged to Hawaiian Telcom to distribute their signals to our customers, we implement a Broadcast TV Surcharge to recover some of the costs. 
  
  
  TV Sports Fee - The Sports Programming Fee covers a portion of the escalating charges imposed on Hawaiian Telcom by sports‑related stations and networks to carry their channels. Hawaiian Telcom pays these networks/stations a fee per channel, per month, per customer for the right to provide this content to its customers. This monthly fee helps Hawaiian Telcom partially offset these rising content costs to deliver collegiate and professional sports programming to our customers. 

  Learn more
• Why do I have prorated charges/credits on my bill? Why do I have prorated charges/credits on my bill?

  Prorated charges or credits appear on your bill when service begins or ends partway through a billing cycle. These charges reflect the cost of service from your activation date through the end of the current billing period. 

  
  

  For example, if your service began on August 15 and your billing period ends on August 26, you would be billed for 11 days of service rather than a full month. 

• Where do I find my account number on the bill? Where do I find my account number on the bill?

  Your Hawaiian Telcom account number is a 15-digit number located in the header on page one of your bill and on the remittance slip.