Home Phone

• Common Home Phone Questions

  • What features are included with home phone service? What features are included with home phone service?

    Home phone with Go Local Plus includes 13 great features such as Anonymous Call Block, Caller ID, Call Waiting, Three-Way Calling, Speed Calling, Call Block, Buys Redial, Call Return, Select Call Forwarding, Call Forwarding, Priority Call, Distinctive Ring, and Do Not Disturb.

  • How do I stop telemarketing calls? How do I stop telemarketing calls?

    Sometimes, your Caller ID may display your own name or number when a telemarketer is calling. Some solicitors use a type of phone system that does this so that they can disguise their identity. If you would like to stop telemarketers from calling your home phone number, please contact the National Do Not Call List at 1-888-382-1222, or visit www.DoNotCall.gov.

  • What should I do if my phone number has been incorrectly identified as Spam? What should I do if my phone number has been incorrectly identified as Spam?

    In some cases, phone numbers that place a high volume of outbound calls—including customer service or outreach lines, may be mistakenly labeled as “Spam” by phone providers following the TRACED Act. When this occurs, your Caller ID may display labels such as “Spam,” “Telemarketing,” or similar, even though the calls are legitimate.

    
    

    To request removal of a Spam flag from the called party’s provider, locate the appropriate provider below and submit your request through their designated website. If the provider is not listed, please visit the free caller registry website to register your number.

    
    

    Caller ID Spam Vendor List

    • AT&T
    • AT&T Mobile
    • Bandwidth
    • Lumen (formerly CenturyLink)
    • Comcast
    • Frontier Communications, Email: nospam@ftr.com
    • Inteliquent
    • Sprint
    • T-Mobile
    • US Cellular
    • Verizon
    • Verizon Wireless
  • What is Battery Back-Up and how does it work? What is Battery Back-Up and how does it work?

    Hawaiian Telcom is proud to provide landline voice services to our customers over our Next Generation Fiber Optic network, which requires commercial electrical power to operate. This means that in the event of a commercial power outage, phone service will not operate unless customers purchase a battery back-up system. The battery back-up system will allow the phone to operate for up to 4, 8 or 24 hours (depending on the Battery Backup System you have) so that you can make 911 calls if necessary.

    
    

    If you have a battery back-up system from us, and currently have it operating in your home, use this information as a reminder of the capabilities of the battery. If you do not have a back-up system, we want you to know about your back-up options regarding your service.

    
    

    Effective February 13, 2019, the Federal Communications Commission required telecommunications companies to offer customers the option to buy a battery back-up system that operates for up to 8 or 24 hours during a commercial power outage. You are not required to purchase an additional battery back-up system, however, we want you to know what your options are:

    • You can choose not to install a battery back-up for your telephone service. This means your Hawaiian Telcom phone service will not operate during a power outage, and you won't be able to make phone calls – including calls to 911 emergency services.
      
      
    • You may purchase an 8-hour battery backup system for $99 or a 24-hour battery backup system for $150, plus an installation charge of $30.50. The battery back-up system will provide up to 8 or 24 hours (depending on the battery back-up system you have) of access to our telephone network during a commercial power outage. If you use a cordless phone, the battery back-up system will not provide power for your cordless phone. Proper usage and storage information as well as recommended testing and monitoring instructions for the battery back-up will be provided at the time of installation. If you’re interested in purchasing a battery back-up system from Hawaiian Telcom, call 808-643-3456.
      
      
    • You may purchase your own battery back-up system from an alternate provider which is compatible with Hawaiian Telcom phone service.

    
    

    Q1. Are customers required to obtain a battery back-up equipment for their voice service?

    Customers are not required to obtain battery back-up equipment for their voice service.

    
    

    Q2. I have a wireless phone. Do I still need battery back-up for my home phone?

    Please talk to your wireless carrier about the ability of your phone to operate in the event of a commercial power outage.

    
    

    Q3. What will Hawaiian Telcom connect to the battery back-up equipment?

    Your Optical Network Terminal (ONT) will be connected to the battery back-up equipment. This will enable the fiber optic service to your home to continue to operate and allow you to make 911 phone calls during a commercial power outage.

    
    

    Q4. Will the battery back-up equipment also keep my Internet and TV services up and running?

    The battery back-up equipment that Hawaiian Telcom installed in your home will only provide phone service to your home during a commercial power outage. TV and internet service is not supported to allow maximum battery life for emergency phone calls.

    
    

    Q5. Will my cordless phone operate if there’s a commercial power outage?

    Your cordless phone will not operate during a commercial power outage as it requires electricity to work. Be sure to keep a corded phone available and plug it into a phone jack in your home.  Your battery back-up equipment will only enable a corded phone during a commercial power outage.

    
    

    Q6. Can I provide back-up for my Wireless Gateway and cordless phone?

    You can check Costco, Best Buy, or other electronics store for a UPS (Uninterruptable Power Supply). Since UPS’s have batteries inside, online stores like Amazon will not ship to Hawaii. Check with the vendor on the price of UPS equipment.

    
    

    Q7. Should I monitor the battery back-up equipment? If so, how do I test it?

    The back-up battery system includes an LED display that indicates the status of the battery.
    
    
    

    Q8. How long can I make phone calls when the battery back-up system is in use?

    Depending on which battery back-up system you have, it will provide either 4, 8 or 24-hours to your phone service depending on frequency and length of calls that are made when commercial power is lost. Battery life will be less if frequent, non-essential calls of long duration are placed during a commercial power outage.

    
    

    Q9. I’m no longer using my battery back-up equipment, how do I dispose of it?

    If you want to discontinue the use of the battery back-up equipment that was installed when you ordered your service, you can call 808-643-6111 to have a Hawaiian Telcom technician disconnect and remove the battery back-up equipment.

    
    

    The battery inside the backup system should not be discarded in the garbage. For information about how to dispose of a used battery, visit opala.org and go to the eWaste section for instructions on proper disposal of electronic waste.

    
    

    Q10. I declined the Hawaiian Telcom battery back-up equipment when I ordered my voice service but would now like to order. Can I still order this equipment?

    You can order the battery back-up equipment after your voice service was installed but you will incur an additional charge to dispatch a Hawaiian Telcom technician to your home.

    
    

    Q11. I have a security system installed in my home. Will Hawaiian Telcom’s battery back-up equipment back-up my security system?

    Hawaiian Telcom’s battery back-up equipment will not provide back-up power for your security system. You will need to check with your security system provider on what type of back-up they are providing you when commercial power is lost. If your security system uses Hawaiian Telcom’s phone to call in an alarm, the battery back-up equipment will be providing phone service for your security system during a commercial power outage.

    
    

    Q12. I have a Precision Power battery backup from Hawaiian Telcom and I would like to purchase a replacement battery. Where do I order one from? 

    Customers can order directly from Precision Power’s website and have replacement batteries (Micro UPS Battery Module Only PP36L-12EX) shipped directly to their home for $80 each. Shipping is included. Customers can pay with a credit card through Precision Power’s website, call +1 (270) 776-9903 to pay over the phone or email sales@precisionpwr.net.

    
    

    Q13. Is it true that the Precision Power 8-hour and 24-hour batteries come with a 5 year battery warranty policy?

    Yes, for customers who purchased a Precision Power battery backup unit from Hawaiian Telcom after 2/13/19, there is a 5-year manufacturer warranty from manufactured date of the serial number. For warranty information, customers should contact precisionsales@precisionpwr.net directly. Because Precision Power will be handling replacement battery management going forward, Hawaiian Telcom will no longer offer a 1-year warranty on battery replacements for either the 8 or 24-hour battery backup and will no longer carry replacement batteries locally.

     

    Q14. What type of batter is used in the Battery Backup?
    Battery back-up units from Hawaiian Telcom use Lithium-ion batteries.

• 

  Calling Features

  • How do I set up Call Forwarding? How do I set up Call Forwarding?

    Press 72 # and enter the phone number where you want your calls forwarded. Two short tones verify Call Forwarding is activated. 

    
    

    Press 73 # to deactivate.

  • How do I set up Anonymous Call Block? How do I set up Anonymous Call Block?

    Press *77 to activate this service. Blocked callers will hear a message instructing them to hang up, remove their blocking, and call again. 

    
    

    Press * 87 to deactivate this feature.

  • How do I set up Select Call Forwarding? How do I set up Select Call Forwarding?

    Press * 63. Follow the voice prompts.

  • How do I set up Call Block? How do I set up Call Block?

    Press *60 and follow the voice prompts. Calls made to you from outside your local calling area or through the operator cannot be blocked. This is for your protection in case of an emergency. 

    
    

    Press *80 to deactivate this feature.

  • How do I set up Distinctive Ring? How do I set up Distinctive Ring?

    Comes enabled with this feature and the second phone number.

  • How do I set up Priority Call? How do I set up Priority Call?

    To set up Priority Call (VIP alert), press * 61. Follow the voice prompts.

  • How do I set up Busy Redial? How do I set up Busy Redial?

    Press #66 to activate.

  • How do I set up Three Way Calling? How do I set up Three Way Calling?

    Press and release your flash key (or hang-up button) to put the first caller on hold. Listen for the three tones followed by a dial tone. Call the third telephone number. To reconnect with the other caller when the third person answers, press the flash key (or hang-up button).

  • How do I use Call Return? How do I use Call Return?

     Press *69 to activate.

  • How do I use Call Waiting / Cancel Call Waiting? How do I use Call Waiting / Cancel Call Waiting?

    Upon hearing the Call Waiting tone, press and release your recall feature (the switchhook, hookswitch, flash button, or recall button – whichever your phone has) to put the first caller on hold and answer the second call.

  • How do I set up Speed Dial? How do I set up Speed Dial?

    Speed Call 8 - To assign a code, press 74#. Enter the one-digit code you want to the code to represent. To call a Speed Calling number, enter the assigned code and press #.
    
    

    Speed Call 30 - To assign a code, press 75 #. Enter the two-digit code you want to assign using numbers 20 – 49, and the complete telephone number you want the code to represent. To call a Speed Calling number, enter the assigned code and press #.

  • How do I set up Caller ID? How do I set up Caller ID?

    The date and time of day each call was received is also displayed. Caller ID service requires a compatible display device that can be purchased from Hawaiian Telcom.

  Show More Show Less
• Voicemail

  • Can I change my ring patterns for my voicemail? Can I change my ring patterns for my voicemail?

    Ring Options

    Basic Voicemail Service can be customized with two Ring Options. If you’ve purchased either, or both, of these services, you can use them as follows:

    
    

    Audible Ring Bursts

    (Available in most areas)

    To turn ON:

    • Lift handset.
    • Press [8] [1] [#]. You will hear 2 short bursts of dial tone, followed by continuous dial tone.
    • Hang up.

    
    

    To turn OFF:

    • Lift handset.
    • Press [8] [2] [#]. You will hear 2 short bursts of dial tone, followed by continuous dial tone.
    • Hang up.

    
    

    Customer Controllable Ringing

    (Not available in all areas)

    Now you can choose the number of times your phone will ring before it is answered by voicemail.

    
    

    To Use:

    1. Lift handset.
    2. Press [5] [8] [#]. You will hear three short bursts of dial tone, followed by continuous dial tone. In some locations, you must press [*] [5] [8].
    3. You will hear another stutter tone, or a confirmation signal, either of which confirms your selection.
    4. Hang up the handset.

    
    

    If you hear three short bursts of dial tone, the system is prompting you to enter the number of rings you want to hear before a call is forwarded to voicemail. You can set the number of rings from 2 – 9.

    
    

    FOR EXAMPLE

    If you want your phone to ring twice before the call is forwarded to voicemail, press [2].

    
    

    If you want your phone to ring 5 times, press [5].

    
    

    If you hear a normal dial tone, the system is prompting you to enter the number of seconds you want your phone to ring before the call is forwarded to voicemail. Use the following chart to convert the number of rings to seconds:

    
    

    Number of Rings	Number of Seconds
    2	10
    3	16
    4	20
    5	28
    6	34
    7	40
    8	46
    9	52

    
    

    FOR EXAMPLE

    If you want your phone to ring twice before the call is forwarded to voicemail, press [1] [0]. If you want your phone to ring 5 times, press [2] [8].

    
    

    Choosing 9 rings is like turning off your voicemail as most callers hang up before the ninth ring. However, if you are on the phone, your voicemail will continue to answer your calls quickly.

  • How do I know that I have a new voicemail message? How do I know that I have a new voicemail message?

    You know you have new messages when you hear a stutter tone. Just dial your access number (or dial your own home number and press when the greeting begins) and enter your password to retrieve your messages.

  • How do I retrieve my voicemail message? How do I retrieve my voicemail message?

    Retrieving Your Messages

    • At the Main Menu, press [1]. Your first message will begin playing. (In some areas, messages automatically begin playing without pressing [1].)

    
    

    Act on the message accordingly:

    • Press [1] to repeat this message.
    • Press [2] to save the message.
    • Press [3] to erase the message.

    
    

    In some areas you can:

    • Press [#] to skip the messages and save as new.
    • Press [7] to rewind 10 seconds.
    • Press [9] to fast forward 10 seconds.
  • How do I set up Voicemail? How do I set up Voicemail?
    1. Lift the handset and dial your access number.  If you don’t know your access number, dial your own telephone number and press [*] when the greeting begins.
       
       
    2. Enter your password.  The first time you access voicemail, your password is the last four digits of your telephone number.
       
       
    3. Follow the simple voice prompts to set up your personal greeting and new password.
  • What if I forgot my voicemail mailbox password? What if I forgot my voicemail mailbox password?

    Please give us a call at (808) 643‑6111 and we’ll be happy to reset the password for you.

  • Hawaiian Telcom Voicemail Migration Hawaiian Telcom Voicemail Migration

    Hawaiian Telcom Voice Migration

    
    

    Hawaiian Telcom is committed to providing our customers with the latest products and services. We have recently upgraded our Voicemail platform to provide you with a more reliable and robust experience. The Voicemail service that you are currently subscribed to requires an update to bring your service up to the latest platform. 

    
    

    Hawaiian Telcom will automatically migrate your Voicemail box to the new platform once a ticket for your service has been issued on our end. After your Voicemail box has been updated, you may hear a studder tone, which indicates that your service has been migrated. To complete your Voicemail migration, please, click the button below for instructions on how to set up and check your new Voicemail inbox. 

    
    

    Please note: 

    • With your voicemail moved to a new platform, your previous voicemails, schedules and greetings, will not be saved or transferred to the new platform. Thus, you will no longer have access to any messages or settings on the old platform. 
    • To initialize your voicemail on the new platform, you must follow the set up instructions and use the phone that is assigned to. 
    • View the Voicemail Quick Start Guide or Full Voicemail User Guide for details on how to use the Voicemail service - including how to set up your schedules, announcements, and settings. 

    
    

    Thank you for your patience as we transitioned you to an upgraded platform for your service(s) that are required for your voicemail and other related features. If you have any questions or need further assistance, contact us at 808-643-6111.

    
    

    FAQS:

    
    

    Do I need to open a support ticket to be part of this migration?

    Opening a ticket is not required. However, if you are currently experiencing issues with your Voicemail service, please contact our Support Team at 808-643-6111. 

    
    

    Do I need to pay more for this migration to another voicemail platform?

    No, billing for your voicemail services will remain "as is" at this time.

    
    

    Do I need to disconnect the old voicemail service?

    No action is required to remove the old voicemail service.  

    
    

    Do callers leaving a voicemail need to do anything different when leaving a voicemail?

    No, callers may leave a voicemail after the voicemail system prompts them to.

    
    

    Will my voicemail service features change?

    No, if you are on Answer only, Standard or Premium voicemail, your service features will remain as is. Basic Voicemail customers will be migrated to Standard voicemail. 

  Show More Show Less
• Billing Expectations

  • How will I be billed? How will I be billed?

    Your billing stops at your previous location when the services have disconnected. You may receive a prorated charge depending on your billing cycle.  Your billing for your new location starts when your services are installed. You may receive a prorated charge depending on your billing cycle.

  • Is there a charge to move my service? Is there a charge to move my service?

    There is an activation fee of $25.70 to move your home phone service.

• Change or Add Service

  • Does Hawaiian Telcom offer Vacation Rate Service for my Home Phone? Does Hawaiian Telcom offer Vacation Rate Service for my Home Phone?

    Yes. Vacation Service is available for all services (Internet/TV/Phone). Rather than totally disconnecting service, customers can use Vacation Service and: 
    
    - Pay a reduced monthly rate
    - Keep all equipment
    - Resume normal service after vacation
    
    Note: Certain customers do not qualify for Vacation Service. For Vacation Service to be added, there is a one-time fee of $18.30, no matter how may products are going on Vacation Service. Taxes and fees still apply. Certain additional restrictions may apply. Call, chat or visit a retail store to place your account on Vacation Service. 

  • Placing an Order Placing an Order

    Orders may be activated the same day if they are placed before 3:00 p.m. and do not require a technician. Exceptions to this timeframe will occur if you order Anonymous Call Rejection with other products. All products ordered will be activated on the same day. For example, if you order Anonymous Call Rejection with a service that requires 3 days to activate, all services will be activated on the third business day. 

• User Guide

  • Where can I access the Home Phone User Guide? Where can I access the Home Phone User Guide?

    Access the Home Phone User Guide below.
    
    Home Phone User Guide

  • Basic Voicemail User Guide Basic Voicemail User Guide

    Getting your voicemail service started only takes a minute or two.

    1. Lift the handset and dial your access number.  If you don’t know your access number, dial your own telephone number and press [*] when the greeting begins.
    2. Enter your password.  The first time you access voicemail, your password is the last four digits of your telephone number.
    3. Follow the simple voice prompts to set up your personal greeting and new password.

    
    

    Retrieving Messages

    You know you have new messages when you hear a stutter tone. Just dial your access number (or dial your own home number and press when the greeting begins) and enter your password to retrieve your messages.

    
    

    Help

    If you have questions about the operation of your Basic Voicemail call 808-643-3456. We can easily explain how the services and features are used and answer any further questions you may have.

    
    

    Repair

    If you need repair assistance, call 611. We are available 24 hours a day, 7 days a week to answer your repair calls.

    
    

    Accessing Your Voicemail

    From Your Phone:

    • When you pick up your phone you will hear a stutter dial tone if you have new messages.
    • Dial your Access Number.
    • Enter your Password, then press [#]. If Automatic Password Entry is on, this step will be skipped.

    
    

    Away From Your Phone:

    • Dial your Access Number.
    • Enter your Password, then press [#].
    • Enter your Basic Voicemail telephone number, then press [#].

    
    

    Retrieving Your Messages

    • At the Main Menu, press [1]. Your first message will begin playing. (In some areas, messages automatically begin playing without pressing [1].)

    
    

    Act on the message accordingly:

    • Press [1] to repeat this message.
    • Press [2] to save the message.
    • Press [3] to erase the message.

    
    

    In some areas you can:

    • Press [#] to skip the messages and save as new.
    • Press [7] to rewind 10 seconds.
    • Press [9] to fast forward 10 seconds.

    
    

    If you erase by mistake

    Before exiting your message box, you will be given the option to hear any erased messages. At that time, you may again listen and save the message. Erased messages are not retrievable once you exit the service.

    
    

    Customizing Your Business Voicemail Service

    To change your Password

    • At the Main Menu, press [8] to select Feature Options.
    • Next press [1] for Password Options.
    • Press [1] again to change your Password.
    • Enter your new private Password as a 4-to 13-digit number, then press [#]. Example: To enter the Password [9] [5] [0] [1] [4], press [9] [5] [0] [1] [4][#]. The service will repeat your new Password.
    • Press [#] to confirm your new Password, or press [*] to cancel and start over.

    
    

    Automatic Password Entry

    By simply turning Automatic Password Entry on, you can access voicemail from your phone without entering your password.

    
    

    To turn Automatic Password Entry ON or OFF

    • At the Main Menu, press [8] to select Feature Options.
    • Next press [1] for Password Options. The service will announce if Automatic Password Entry is on or off.
    • Press [3] to change the current setting.

    The service will confirm the change.

    
    

    Personalizing Your Greeting

    • At the Main Menu, press [8] to select Feature Options.
    • Press [2] to review or change your recorded greeting. The service will play the greeting callers currently hear.
    • To keep this greeting, press [#], or to record a new greeting:
      • Press [5] to begin recording.
      • After the tone, record your new greeting (up to two minutes).
      • Press [#] when finished recording.

    If you’ve recorded a new greeting, the service will automatically play it back.

    • Press [#] to confirm your new greeting, or press [*] to cancel and start over.

    
    

    Voicemail Tips

    • Messages are only saved for two weeks. After two weeks, messages are erased. If you re-save a message the day before it should be deleted, it will still be deleted.
    • Once you record a Personal Greeting, you cannot go back to the system greeting.
    • There is a 20 message limit on the number of new and saved messages you can have.
    • At any time, you may press [0] to repeat your current choices or press [*] to cancel.
    • Your voicemail service periodically will be unavailable for use during late evening hours for general maintenance. We hope this will not inconvenience you.

    
    

    Your Password:

    • Must consist of 4-to 13-digits and cannot contain [*] or [#].
    • Should not begin with [0].
    • Should not be the same as your phone number.

    
    

    Ring Options

    Basic Voicemail Service can be customized with two Ring Options. If you’ve purchased either, or both, of these services, you can use them as follows:

    
    

    Audible Ring Bursts

    (Available in most areas)

    To turn ON:

    • Lift handset.
    • Press [8] [1] [#]. You will hear 2 short bursts of dial tone, followed by continuous dial tone.
    • Hang up.

    To turn OFF:

    • Lift handset.
    • Press [8] [2] [#]. You will hear 2 short bursts of dial tone, followed by continuous dial tone.
    • Hang up.

    
    

    Customer Controllable Ringing

    (Not available in all areas)

    Now you can choose the number of times your phone will ring before it is answered by voicemail.

    To Use:

    1. Lift handset.
    2. Press [5] [8] [#]. You will hear three short bursts of dial tone, followed by continuous dial tone. In some locations, you must press [*] [5] [8].
    3. You will hear another stutter tone, or a confirmation signal, either of which confirms your selection.
    4. Hang up the handset.

    If you hear three short bursts of dial tone, the system is prompting you to enter the number of rings you want to hear before a call is forwarded to voicemail. You can set the number of rings from 2 – 9.

    
    

    FOR EXAMPLE

    If you want your phone to ring twice before the call is forwarded to voicemail, press [2].

    If you want your phone to ring 5 times, press [5].

    If you hear a normal dial tone, the system is prompting you to enter the number of seconds you want your phone to ring before the call is forwarded to voicemail. Use the following chart to convert the number of rings to seconds:

    Number of Rings	Number of Seconds
    2	10
    3	16
    4	20
    5	28
    6	34
    7	40
    8	46
    9	52

    
    

    FOR EXAMPLE

    If you want your phone to ring twice before the call is forwarded to voicemail, press [1] [0]. If you want your phone to ring 5 times, press [2] [8].

    
    

    Choosing 9 rings is like turning off your voicemail as most callers hang up before the ninth ring. However, if you are on the phone, your voicemail will continue to answer your calls quickly.