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.