Devices, Equipment & Remote

• Am I required to lease a Fioptics+ set top box? Am I required to lease a Fioptics+ set top box?

  No, although Hawaiian Telcom recommends customers utilize at least one Fioptics+ set top box in their home to maximize all the great features it enables, customer may access the Fioptics+ app on their own supported streaming devices. Examples of supported devices would be Amazon Fire TV, Apple TV and Google TV/Android TV devices. However, customer will not have access to ordering Pay-Per-View Movies and Events or access Music Choice channels from their customer supplied streaming devices. 

• Do I need a Google account to use the TiVo device? Do I need a Google account to use the TiVo device?

  No, but it is highly recommended. With a Google account, you'll be able to use Google Play, Google Music, Google Games, and Google Assistant right on your TiVo device. 

• How do I clear the cache on my Fioptics+ device? How do I clear the cache on my Fioptics+ device?

  Please click here to learn how to clear the cache on your Fioptics+ device. 

• My remote control isn't working. My remote control isn't working.

  The remote is set up and paired to your TiVo device during installation. If your remote stops working, try replacing the batteries. If that does not solve the problem, try re-pairing the remote with the TiVo device: 

  
  

  1. Press and hold the TiVo button and Back buttons simultaneously until the activity light illuminates.
  
  

  2. Release the buttons; the activity light will flash slowly, then flash quickly five times.

  
  3. The set top box will go into pairing mode to discover the remote. Once found, your remote will begin to control the set top box.

• How do I reset the Fioptics+ set top box? How do I reset the Fioptics+ set top box?

  From time to time, it may be necessary to reset or power-cycle a set top box. Follow the instructions below to successfully restart your Fioptics+ set top box. 
  
  

  Scroll down and highlight Device Settings. Press the OK button on the remote.

  
  When the Device Settings menu opens, scroll down and highlight Device Preferences. Press the OK button on the remote.

  
  When Device Preferences appear, About should be highlighted already. If not, highlight it and press the OK button on the remote.

  
  Scroll down and highlight Restart. Press the OK button on the remote.

  
  A screen will appear asking you to confirm restarting the set top box. Highlight Restart and press the OK button. The set top box will power off and begin booting back up again. This process may take up to a couple of minutes to complete.
  
  

  When the set top box is finished rebooting, you should see a screen that looks like this. Press the OK button to begin watching Live TV.

• How do I watch video on mobile or tablet? How do I watch video on mobile or tablet?

  1. Access the Apple App Store and select "Get" or access the Google Play Store and select "Install" for Android. 
  
  

  2. Once installed on your device, open the app and log in using your MyAccount credentials.

  
  3. Once logged in, your device will be added to your registered device list in your MyAccount and will be connected to your Fioptics+ account. 

• Not all features are working properly on my device, what can I do? Not all features are working properly on my device, what can I do?

  If features like VOD content, recordings and others do not seem to function properly, a good troubleshooting step is to clear the cached data on that device. This will refresh the app on the device to remove any previously stored account data that may be causing the issue. 

  
  

  This can occur on devices that had previously been on an account but may have been removed due to active device count limits being reached. 

  
  

  Once cleared you may be required to re-activate the device by logging back in with your Hawaiian Telcom account credentials. 

  
  

  For steps for clearing your devices cached date, click here. 

• What devices are supported on the Fioptics+ app? What devices are supported on the Fioptics+ app?

  The Fioptics+ app is generally compatible with popular streaming devices and Smart TVs running the latest two versions of each platforms operating system (OS) from Apple TV, Google TV/Android TV, Amazon Fire TV and Apple and Android Mobile. Amazon Fire TV Vega OS is not supported at this time. Known devices running Vega OS as of 10/30/25 are Amazon Fire Stick 4K Select.  The Fioptics+ app is not available on the Roku platform.

• How do I know if my device can install your app? How do I know if my device can install your app?

  Currently devices running Android 10, Fire OS 6, or Apple TV OS 18 should be able to install the Fioptics+ app. Search your app store for "Fioptics+ Hawaiian Telcom" to confirm. 

• What If I my device doesn't meet requirements or I can't install the app? What If I my device doesn't meet requirements or I can't install the app?

  You can check with the manufacturer of your device to see if it can be updated. If that's not possible, we can provide a set-top box that is ready to go at a reasonable monthly rate. 

• Where do I return my equipment? Where do I return my equipment?
  Learn More
• What equipment do I return? What equipment do I return?
  Learn More