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Fiber Internet
- Can I get Hawaiian Telcom Fioptics Internet at my business? Can I get Hawaiian Telcom Fioptics Internet at my business?
  
  Hawaiian Telcom is always expanding our Fioptics service to bring the highest-quality service to more and more of our customers.
  
  To find out if Fioptics for Business is available at your address, fill out our check availability form below.
  
  Check Availability
- What is fiber? What is fiber?
  
  Fiber is a type of cabling Hawaiian Telcom uses to transmit internet, video, and phone services to your house in an area that has been upgraded. It is a technology that transmits information as light pulses along a glass fiber line.
- What speed should I select? What speed should I select?
  
  Hawaiian Telcom has many different speeds to select from depending on how your business uses the internet. Click here and scroll down to "Get Quote" on each package to see what the appropriate speed can do for you and your business.
- Are there any data caps? Are there any data caps?
  
  While other Internet Service Providers in your area may cap your data, Hawaiian Telcom does NOT cap or limit the amount of data you can send or receive with your internet service.
- Does Hawaiian Telcom throttle internet bandwidth? Does Hawaiian Telcom throttle internet bandwidth?
  
  No! Hawaiian Telcom will never throttle your internet nor cap your data.
- How to run a speed test? How to run a speed test?
  
  To run a speed test, click here. As a reminder, speeds can vary from a wired to a wireless connection and from device to device. We always recommend running a wired speed test in order to see the true speed you are receiving.
- What are symmetrical speeds? What are symmetrical speeds?
  
  Symmetrical internet speeds mean that your upload and download speeds are the same. Equal speeds ensure that tasks like uploading files, video conferencing, and online customer interactions are fast and efficient.
- Why are upload speeds important? Why are upload speeds important?
  
  Upload speeds are crucial for business owners because they enable efficient sharing of large files, cloud backups, and video conferencing, ensuring smooth communication and collaboration. Faster upload speeds also enhance the performance of online services and improve customer interactions, leading to better productivity and satisfaction.
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Troubleshooting
- How do I connect my device to WiFi? How do I connect my device to WiFi?
  
  Need to connect or re-connect your personal devices to your Hawaiian Telcom Wireless Network?
  
  Click here to view a list of devices and step-by-step instructions on how to connect them.
- Why is my speed slower on WiFi? Why is my speed slower on WiFi?
  Your Wi-Fi speed depends on several factors, such as:
  The age of your computer or other devices
  Devices’ wireless standards
  Devices' distances from your wireless gateway
  Number of devices connected at once
  Interference from other electrical equipment/devices
  Interference from neighboring business or residential networks
  Objects in the way (i.e. home and wall construction, furniture, etc.).
  Please contact (808) 643-6111 for further assistance on maintaining the best Wi-Fi connection for your business.
- How do I reset my wireless gateway? How do I reset my wireless gateway?
  
  To perform a reset, press and hold the reset button on the back of the unit for 10 seconds.
- How do I change my WiFi password? How do I change my WiFi password?
  
  For help with updating your network password, please contact 808-643-6111.
Net Neutrality
- What is Net Neutrality? What is Net Neutrality?
  
  Net neutrality is the principle that internet service providers must treat all data on the internet the same, and not discriminate or charge by user, content, website, platform, application, type of attached equipment or method of communication. For instance, under these principles, internet service providers are unable to intentionally block, slow down or charge money for specific websites and online content.
- How does Net Neutrality affect me as a Hawaiian Telcom customer? How does Net Neutrality affect me as a Hawaiian Telcom customer?
  The FCC recently voted to repeal net neutrality rules. This decision is seen as a “win” for national Internet Service Providers that supply high-speed internet, and that aggressively lobbied for the change – although many of these providers have so far declined to discuss what the FCC’s vote means for their customers in the long term.
  
  Hawaiian Telcom wants you to be clear on our position:
  We will not prioritize internet content traffic. We have, and will continue, to keep treating all internet traffic the same way.
  We will not charge you a premium to access content that is freely accessible over the internet. Our job is to maintain your connection. You decide how to leverage that connection.
  
  In other words: The repeal of net neutrality rules will not impact Hawaiian Telcom customers. Hawaiian Telcom is building and maintaining a fiber network that is designed to meet the current and future bandwidth needs of our customers. There is no need for Hawaiian Telcom to prioritize or throttle internet traffic.
- What is Hawaiian Telcom's stance on Net Neutrality? What is Hawaiian Telcom's stance on Net Neutrality?
  
  Hawaiian Telcom believes high-speed Internet is a powerful asset that facilitates access to education, employment opportunities, and health services. High-speed Internet allows entrepreneurs to start and expand businesses. And, of course, high-speed Internet supports a multitude of entertainment choices.
  
  Today, Hawaiian Telcom can deliver high-speed Internet to approximately 60 percent of the state of Hawai‘i. That percentage will only grow as we continue our investment into building a deep fiber network across the islands. In collaboration with federal, state, and county leaders, our investment in fiber – which totals approximately $1.7 billion positions Hawai‘i as the first fully fiber-enabled state in the U.S. by 2026. Continuing the fiber investment is the right thing to do for customers. Which makes it the right thing to do for our company.
  
  Hawaiian Telcom believes that a net neutral approach is also the right thing to do for our customers. And that’s how we approach every decision we make.
Broadband Label
- What is a Broadband Label? What is a Broadband Label?
  Broadband Labels (also called Broadband “Nutrition” Labels) serve as a valuable tool for consumers, empowering them to make informed choices when selecting Internet services. By promoting transparency and standardization, it contributes to a competitive marketplace and enhances consumer satisfaction. You can view an example Broadband Label below or click here, enter your address and see all labels qualified at your address.
  
  Each label will contain the following:
  Company Header - Hawaiian Telcom
  Customer Internet Speed
  Monthly Price
  Monthly Fees
  Discounts & Bundles
  Speeds Provided with Plan
  Data Included With Monthly Plan
  Network Management Policy
  Customer Support
  
  More information can be found directly on the FCC Consumer Help Center at www.fcc.gov/consumers.
  
  Click here to view the full library of Broadband Labels from Hawaiian Telcom.
- How is the information in Broadband Label gathered? How is the information in Broadband Label gathered?
  
  Our information comes from various sources that provide speed testing and performance data measurement. Hawaiian Telcom uses FCC-partnered projects like the Measuring Broadband America program, the Connect America Fund, and the Rural Digital Opportunity Fund to provide the most accurate data. Hawaiian Telcom also uses households with agreed upon testing capability to get more accurate performance data.
  
  More information can be found directly on the FCC Consumer Help Center at www.fcc.gov/consumers.
- What is the reason for Broadband Label, and why is it important? What is the reason for Broadband Label, and why is it important?
  
  In April 2024, the FCC (The Federal Communications Commission) mandated that a “Broadband Label” be presented to all potential Internet customers. The labels are modeled after the FDA nutrition labels and are intended to help consumers comparison shop for the internet service plan that will best meet their needs and budget. Hawaiian Telcom has always strived to provide clear pricing and value along with transparent billing for our customers, and we believe that these labels will further aid in the customer experience.
  
  More information can be found directly on the FCC Consumer Help Center at www.fcc.gov/consumers.
Equipment
- Internet Network Setup Internet Network Setup
  
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- Why and how do I reboot my wireless gateway? Why and how do I reboot my wireless gateway?
  
  Remove the power cable from the back of the gateway/extender. Confirm all of the lights are off on the gateway/extender. Wait 10 seconds. Plug the power cord back into the gateway/extender. Give the system 1-2 minutes to return to normal operation.
- What equipment do I receive? What equipment do I receive?
  
  You will receive a modem from Hawaiian Telcom based upon the level of service you have ordered. Along with the wireless gateway you will get a power cord, Ethernet and phone cables that may be needed during your install. Depending on the facilities available in your area, you may also receive a kit containing inline phone filters to be installed on your phone cords (but not the cord running to your wireless gateway).
  
  If you have ordered services other than internet from Hawaiian Telcom, you may receive additional equipment.
- What if my wireless gateway does not have power? What if my wireless gateway does not have power?
  
  Unplug the wireless gateway from the power outlet or power strip. Plug in a lamp or other known working device into the outlet that the wireless gateway is plugged into. If the lamp/device doesn't work this might indicate that your outlet or power strip is having an issue. Ensure power strip is on. Plug your wireless gateway or set top-box directly into power outlet.
  
  If the lamp/device works this may indicate an issue with your wireless gateway. Please contact Technical Support at (808) 643‑6111 for further assistance.
- Why would I want to bring my own gateway? Why would I want to bring my own gateway?
  
  Bring your own gateway allows our customers to use their own compatible internet gateway (modem/router) instead of renting one from Hawaiian Telcom. Please note, if your business requires a static IP, you must rent a wireless gateway from Hawaiian Telcom. Additionally, using your own gateway is required for 2 Gbps plans.
- What is a Static IP address? What is a Static IP address?
  
  A Static IP is a fixed IP address assigned to a device, providing consistent connectivity, unlike a dynamic IP address that changes with each connection. Ideal for small and mid-sized companies who want a private network that's flexible, scalable and enables more control of information flow.
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Service Installation
- Is an ROE necessary if I don't own the building my business utilizes? Is an ROE necessary if I don't own the building my business utilizes?
  
  Yes, we will need the permission of the building owner to run new services via either new or existing conduit. Completing a Right of Entry Form (ROE) allows us to document this permission.
- What can I expect during my service installation? What can I expect during my service installation?
  
  Please note, internet service installation timeframes vary depending on whether TV service is included, the type of internet access ordered (e.g. Copper or Fioptics), the layout of your office environment and existing inside and outside wiring.
  
  On the day of your installation, a Hawaiian Telcom service technician will call you when they are on their way. Please be sure to answer or we may need to reschedule. Someone 18 years or older with a government-issued ID will need to be present while our technician is onsite. Because we care about our employees, our technicians reserve the right to leave the premise whenever they feel their health, personal safety, or safety of the community is in jeopardy. We ask that you contact us to reschedule your appointment if a situation should arise that would risk the health or safety of our technicians.
  
  Upon arrival, a Hawaiian Telcom service technician will assess the situation and go over with you their plan of action. For internet access, a technician will install a wireless gateway and in some situations an Optical Network (ONT). The technician will also ask you if you would like any other devices connected to the internet besides your main computers or tablets.
- What is buried wire/bore and when is it needed? What is buried wire/bore and when is it needed?
  
  At some addresses in the Hawaiian Telcom area, wires are not completely connected from Hawaiian Telcom's network to the customer's office environment. Depending on the layout of the office environment (sidewalk, street, driveway, etc...), occasionally a wire needs to be run in order to make that connection so Hawaiian Telcom can provide service to the business.
  
  This can be done three different ways, depending on circumstances:
  
  1. Bore - This is required when a structure or barrier is in the way of the connection (sidewalk, street, driveway, etc...). A bore must be pre-buried before service can be activated at the customer's business.
  
  What does it mean?
  
  The wire connecting the Hawaiian Telcom terminal to the customer's business must cross some type of hard surface (sidewalk, street, or driveway) prior to the Hawaiian Telcom installation. The wire is typically buried two feet below the hard surface. A permit to bury may be needed.
  
  A bore installation will be automatically scheduled 15 business days out. Please note, a customer does not have to do anything to schedule this bore installation appointment, it is automatic. Additionally, a customer does not need to be present at this appointment.
  
  How does it work?
  
  A visit will be scheduled for the Buried Wire Technicians (Hawaiian Telcom authorized contractor) to bury the line under the hard surface. At that time, the technician will also bury the fiber line underground. This appointment will be automatically scheduled 15 business days and the customer does not need to be present.
  
  2. Temporary Wire - This is required when the wire can be connected without crossing any hard surfaces (i.e. driveway, sidewalk, street) at the time of installation. This is done without a delay to our install time frame.
  
  What does it mean?
  
  A temporary wire can be placed from the business to the Hawaiian Telcom terminal without crossing any hard surfaces (i.e. driveway, sidewalk, street) at the time of installation. This is done without a delay to our install time frame.
  
  How does it work?
  
  At the time of the installation, the Field Technician will lay a temporary line to the terminal and complete the standard installation of services. There will be a follow-up visit from the Buried Wire group (Hawaiian Telcom authorized contractor) to bury the fiber line. The customer is not required to be in the office environment for this visit, as all the work done will be outside the business.
  
  3. Temporary Wire & Bore - This is required when a structure or barrier is in the way of the connection (sidewalk, street, driveway, etc.). A bore must be completed, however, an Hawaiian Telcom Field Technician will have to lay a temporary wire prior to the bore being completed. The Buried Wire group (Hawaiian Telcom authorized contractor) will return at a later date to complete the work.
  
  We understand that this process may cause some concern. Please note, no action is needed on your part. Our Hawaiian Telcom Field Technicians and vendors will complete the project for you. If you have any additional questions regarding a buried wire, please contact us at 808-643-3456.
  
  Note: Weather can delay the timelines mentioned above.
- What should I expect if the line/wire on the premises is to be buried underground? What should I expect if the line/wire on the premises is to be buried underground?
  
  This is commonly referred to as "Buried Wire". To complete an installation, at times, Hawaiian Telcom must run a temporary line. Most of these scenarios occur if you have buried utilities. Hawaiian Telcom will connect your services with a marked line above ground and there will be a follow up visit from an Hawaiian Telcom vendor to come out and bury the line on the premises. You are not required to be at your place of business for the visit.
Fioptics Advanced WiFi
- What is Fioptics Advanced WiFi? What is Fioptics Advanced WiFi?
  Fioptics Advanced WiFi allows for the following features to be added to any eligible Fioptics Service on Oahu.
  Rapid Repair (available on Oahu only)
  Professional Install
  eero Gateway & eero Business
  Additional upload speed
- What is eero for Business? What is eero for Business?
  eero for Business is the wifi solution your business can rely on. It includes:
  Business-grade wifi
  Reduces operational head
  Branding opportunities
  Added control
  Compliance included
  Always on
  Tools designed for businesses:
  Multiple SSIDs
  Captive portal
  Public static IP
  eero Insight for business owners
  
  View the eero for Business datasheet
- How is eero Business different from the standard eero system? How is eero Business different from the standard eero system?
  
  While standard eero is built for home use, eero Business includes enhanced features like captive portal for guest WiFi, remote management, security options, multiple SSIDs, and traffic analytics.
- Who is eero Business ideal for? Who is eero Business ideal for?
  
  It's a great fit for small offices, retail spaces, restaurants, clinics, and other small-to-medium businesses that need reliable Wi-Fi coverage without the complexity or cost of enterprise networking gear.
- What equipment is needed to get started? What equipment is needed to get started?
  
  All you need is at least 1 eero device as your gateway. You can add additional devices as needed for just $5 each.
- Is eero Business compatible with existing eero devices? Is eero Business compatible with existing eero devices?
  
  Yes, all eero devices are compatible, but to access all eero for Business software features, you must have the eero package on your account.
- How large of a space can eero Business cover? How large of a space can eero Business cover?
  
  Coverage varies by layout and materials, but typically one eero covers up to 1,500-2,000 sq ft. per device. Additional extenders can be added for larger spaces.
- What is included with eero Business software? What is included with eero Business software?
  
  The software includes business grade wifi, real-time network health monitoring with eero insight app, usage analytics, remote troubleshooting, and configurable SSIDs for staff, guests, and loT devices.
- Will eero business be on all my eero devices? Will eero business be on all my eero devices?
  
  Yes, eero for business will cover all eero devices throughout your business.
- Can I manage multiple business locations from one account? Can I manage multiple business locations from one account?
  
  Yes! The eero for Business dashboard lets you monitor and manage multiple sites and networks remotely under one login.
- Does it offer guest WiFi options? Does it offer guest WiFi options?
  
  Yes, we call it captive portal! You can create a secure, personalized branded guest network with customizable access and automatic isolation from your internal network.
- Can I schedule or limit WiFi access for employees or devices? Can I schedule or limit WiFi access for employees or devices?
  
  Yes, eero for Business allows time-based access control and prioritization of bandwidth for specific devices or users.
- Who qualifies for Fioptics Advanced WiFi? Who qualifies for Fioptics Advanced WiFi?
  
  Any business Fioptics Internet customer is eligible to add Fioptics Advanced to their internet service.
- What security features does eero Business include? What security features does eero Business include?
  
  eero always includes eero internet backup, blocking for ads, apps, and website. Content filtering, and network insight through the insight portal. Eero Business also has enterprise-grade security with automatic firmware updates, WPA3 encryption, network segmentation. It also offers remote monitoring, role-based admin access, and secure guest Wi-Fi to keep business networks protected and easy to manage.
- How often is the system updated? How often is the system updated?
  
  Eero automatically updates in the background with the latest security patches and performance enhancements.
- How do I utilize Rapid Repair in the event of a service issue/outage? How do I utilize Rapid Repair in the event of a service issue/outage?
  
  Call the business Fioptics Internet technical support & repair group (808-643-6111). The associate will be able to see that Rapid Repair is associated with your account by referencing your account number.
- Is data stored or visible to eero? Is data stored or visible to eero?
  
  Eero only collects anonymized performance and diagnostic data to improve service. No browsing or personal data is stored or shared.
- What happens if a unit goes offline? What happens if a unit goes offline?
  
  The eero app and dashboard will notify you immediately and provide step-by-step guidance or allow remote troubleshooting. If needed, you can always call into our support call center.
- Can I add or remove devices later? Can I add or remove devices later?
  
  Yes, the system is fully scalable. You can add or remove eero units anytime as your business grows or changes.
- Will there be bundle options with business internet? Will there be bundle options with business internet?
  
  Yes, eero for Business will be bundled with our Fioptics Advanced Wifi package!
- Is there a monthly fee for eero Business software? Is there a monthly fee for eero Business software?
  
  Yes, however the software is built into our Fioptics Advanced WiFi bundle offering for you.
- What happens to my eero Business subscription if I transfer my network to someone else? What happens to my eero Business subscription if I transfer my network to someone else?
  
  If you transfer your network to another owner, the new owner will be responsible for purchasing continuing the eero Business subscription with Hawaiian Telcom if they want to continue using the features. If they do not continue with eero Business via Hawaiian Telcom, this network will lose access to all eero Business subscription features. Any “Business” or “IoT” SSIDs will no longer be active. Any active guest networks will stay active but will no longer have a captive portal. Any port forwarding or IP reservations on the guest, "Business", or "IoT" SSIDs will no longer be active. Devices connected to the guest, "Business", or "IoT" SSIDs may be connected automatically to the main network, depending on their configuration. If you do not want to fully transfer your network to another owner and wish to retain ownership of this network, consider adding the other person as an admin on your network instead.
- How do I upload custom terms of use in the web? How do I upload custom terms of use in the web?
  
  Navigate to Settings > Captive Portal in the app, then click on contact support.
  Please note that Captive Portal Images should be in the minimum resolution of 200x200px as a 5 MB or less PNG, JPG, JPEG file formats.
  Support will then verify your image and upload it into the captive portal for you.
- How do I upload my own custom images for a captive portal from the app? How do I upload my own custom images for a captive portal from the app?
  
  View eero's Insight Guide (PDF) here.
  Open the eero app.
  If you have multiple business networks, select the one you wish to work with.
  Ensure Enable guest WiFi network and Enable captive portal are toggled on.
  Tap Edit captive portal.
  Select a Session duration.
  Note: This can be set in increments of 30 minutes, 60 minutes, 90 minutes or a maximum of 24 hours.
  Tap Captive portal logo.
  Upload a logo that will be displayed to your visitors on your captive portal.
  Your logo should be 200x200px minimum resolution, a PNG, JPG, or JPEG file, and 5 MB maximum. We recommend uploading an image with no margins and a transparent background to allow you to easily switch between light and dark mode.
  You have the option to Choose File or select an image from your Photo Library.
  Browse your Files or Photo Library and select the logo you would like to utilize within our captive portal.
  Once your logo has been uploaded, you can remove, replace or view the file.
  
  If you receive one of the below error messages upon upload of your captive portal logo, check the reason for the upload failure and attempt to upload the logo again:
  Unable to upload a logo.
  File dimension too small. Please select a file with a resolution of at least 200x200px.
  File too large. Please select a file below 5 MB.
- How do I upload custom terms of use in the app? How do I upload custom terms of use in the app?
  
  View eero's Getting Started with your mobile app guide here.
  Open the eero app.
  If you have multiple business networks, select the one you wish to work with.
  Ensure Enable guest wifi network and Enable captive portal are toggled on.
  Tap Edit captive portal.
  Tap Custom terms of use and enable it.
  Import a terms file from your file library. Please note that only .txt files are supported at this time.
  Click save on the bottom of form
- How do I set up eero Insight? How do I set up eero Insight?
  
  View the eero Insight Setup Guide to learn how to:
  Set up a business network and its settings including multiple wifi networks
  Create a new business network
  Disable and enable the captive portal
  Select manual IP ranges
  Change a network type to "Business"
  Configure a public static IP subnet for business devices
  Technician mobile app: Network setup flow
- How do I get started with eero for Business? How do I get started with eero for Business?
  
  View the eero for Business Getting Started Guide to learn about:
  Optimizing device placement
  Setting up eero Business
  Managing SSIDs
  Configuring your guest network
  Configuring Ethernet port associations
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Internet

Fiber Internet

Troubleshooting

Net Neutrality

Broadband Label

Equipment

Service Installation

Fioptics Advanced WiFi