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Thread: Hawaiian Telcom

  1. #1
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    Default Hawaiian Telcom

    Hawaiian Telcom lost 2% of their landline customers and 32.2 million in
    the second quarter according to this Honolulu Star Bulletin article

    I blogged about this today :

    "In short, Hawaiian Telcom needs to add IPTV soon to stem these land line losses to Oceanic Time Warner's digital phone, cellular, and VoIP. It will give added incentive to existing land line customers to keep their POTS service or Hawaiian Telcom will continue to bleed money."
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  2. #2
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    Default Re: Hawaiian Telcom

    This doesn't surprise me as I have friends who have had nothing but trouble since the changeover from Verizon. It's no wonder people are abandoning the ship.

  3. #3
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    Default Re: Hawaiian Telcom

    Earlier this year, back in February or March, there was an accident on Kaumakani Street out here in Hawaii Kai. No one saw the Saturday evening incident where a car crashed into the phone service housing, and apparently no one reported it to Hawaiian Telcom. We lost our phone service, as did others in our area. We reported it and they told us that it would be fixed by Friday. Friday came and still no phone service. I saw a couple of guys working on the hit mini tower that day and gave them my phone number. I was back on line 45 minutes later. They called me from the tower. I was grateful.
    You know what? That little tower, it's about 4-feet tall, has got some frayed plastic on it, it looks like it is wrapped up with spit balls and duct tape. It is a disgrace. I keep meaning to take a photo of it and posting it here at HT and sending it to their spokeswoman for comment. We're lucky we have phone service out here. And it seems so vulnerable.
    We again called because our bill didn't reflect a credit for the week lost. So we had to file a paper claim and I still don't know if we ever got credit for it. Do they care about their customers? I don't even think they care about their employees. I think if there were enough people hired to provide the service their customers deserve, than they'd solve many of their problems. It looks to me like this company is pinching pennies, demoralizing its staff and building a lousy reputation among a disgusted customer base.

  4. #4
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    Default Re: Hawaiian Telcom

    Unfortunately, that's not completely shocking. Whenever a company wants to save money, the first thing to go is always their Service section. For some reason companies think profits will go up by providing shoddy service. Sometimes they do, just because of the savings, but that's just temporary. Once that gain is used up, things go south.

    One thing I've noticed - executive salaries are never cut or frozen. They never make sacrifices for the good of the company. You might want to look into alternatives.

  5. #5
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    Default Re: Hawaiian Telcom

    Its actually called a remote terminal. It is like a "mini central office" . You
    should take a photo of it, if it is really in bad shape. It may prevent future
    problems.

    http://en.wikipedia.org/wiki/Telephone_exchange

    To reduce the expense of outside plant, some companies use "pair gain" devices to provide telephone service to subscribers. These devices are used to provide service where existing copper facilities have been exhausted or by siting in a neighborhood, can reduce the length of copper pairs, enabling digital services such as ISDN or DSL. Pair gain or digital loop carriers (DLCs) are located outside the central office, usually in a large neighborhood distant from the CO.

    DLCs are often referred to as Subscriber Loop Carriers (SLCs), after Lucent's proprietary name for their pair gain products. Early SLC systems (SLC-1) used an analog carrier for transport between the remote site and the central office. Later systems (SLC-96, SLC-5) and other vendors' DLC products contain line cards that convert the analog signal to a digital signal (usually PCM). This digital signal can then be transported over copper, fiber, or other transport medium to the central office. Other components include ringing generators to provide ringing current and battery backups.

    DLCs can be configured as universal (UDLCs) or integrated (IDLCS). Universal DLCs have two terminals, a central office terminal (COT) and a remote terminal (RT), that function similarly. Both terminals interface with analog signals, convert to digital signals, and transport to the other side where the reverse is performed. Sometimes, the transport is handled by separate equipment. In an Integrated DLC, the COT is eliminated. Instead, the RT is connected digitally to equipment in the telephone switch. This reduces the total amount of equipment required. Several standards cover DLCs, including Telcordia's TR/GR-008 & TR/GR-303.
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  6. #6
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    Default Re: Hawaiian Telcom

    Quote Originally Posted by panana
    You might want to look into alternatives.
    Unfortunately, the "alternatives" are not really that great either :

    1. You could completely get rid of your landline and get a cellular phone.
    But in that scenario you'd be at the mercy of your cellular phone batteries

    2. You could get Oceanic Time Warner's Digital Phone or VoIP. But neither
    will work if the power cuts out. Hence they are not carrier grade service
    like HawTel's service, which will work if the power cuts out.
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  7. #7
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    Default Re: Hawaiian Telcom

    Thanks, Konaguy.
    I will most definitely act on my impulse to photograph the pair gain device. I'll post it here, too.

    Mahalo.

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    Default Re: Hawaiian Telcom

    Quote Originally Posted by lavagal
    Thanks, Konaguy.
    I will most definitely act on my impulse to photograph the pair gain device. I'll post it here, too.

    Very good, you've got me curious too about this
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  9. #9
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    Default Re: Hawaiian Telcom

    Either KITV or KHON (I think it was KITV) reported tonight that the PUC is going to require frequent reporting out of Hawaiian Telcom on their operations, as a result of their spectacularly poor service record. Much as I'd like them to get into new products, they've gotta shape up on their core business and fast. Formal PUC hearings are coming up (next month, I think), and at present, I don't think people will be lining up to sing their praises.

    I just realized, if KITV did report on the HiTel reporting requirement, good for them... considering HiTel is a major sponsor of their news programming.

  10. #10
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    Default Re: Hawaiian Telcom

    I believe it was KITV that had coverage on HawTel tonight. Unfortunately my parents had the TV on mute so I missed what they said. Yes, there is no denying that HawTel has had issues. But, for me personally, that people
    I've dealt with have been very helpful and accommodating whenever I had
    issues in the past.

    Edit: I checked KITV's website, there was nothing about the report they had
    on the 6'o'clock news
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  11. #11

    Default Re: Hawaiian Telcom

    Confirmed that it was KITV, on both the 5:00pm and 6:00pm news shows. On the latter they had an interview with somebody from DCCA who said among other things that DCCA (PUC) was going to require weekly or monthly progress reports on HawTel's billing and service problems.

  12. #12
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    Default Re: Hawaiian Telcom

    Quote Originally Posted by Konaguy
    Very good, you've got me curious too about this
    [IMG]Hawn Tel Pair Gain device on Kaumakani Street in Hawaii Kai that has been damaged for about seven months.[/IMG]

    The close up, which shows my keys, is of this disintegrating putty that was put all around the top of a pipe. It is now all crumbly and I think it will soon allow the lines enclosed to be compromised some.

    The back story as I know it: On a Saturday evening back in February or March, at about 10 p.m., a car hit this pair gain device. No one reported it to Hawn Tel for who knows how long. We reported, after being on HOLD HELL for a damn long time when you're calling from your cellular--that we had no phone service on Monday or Tuesday. They said we'd have it by that Friday...well the guys were working there that Friday, and I hollered out of the van if they were checking my line. I gave them my number and they called me from the mess about 45 minutes later. What if I hadn't done that? We'd STILL be paying for no service?

    This might not look so bad, but it is a symbol of how this utility provider is letting down its customers. And in a way, they are letting down their employees, too. This is not a good image and it's the "people" who are the face of a company, whether it's the only cable or telephone company shoved down our throats or not. Well, that's my feeling about it anyway!

    @
    Last edited by lavagal; January 15th, 2008 at 02:06 PM.

  13. #13
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    Default Re: Hawaiian Telcom

    Quote Originally Posted by Konaguy
    1. You could completely get rid of your landline and get a cellular phone.
    But in that scenario you'd be at the mercy of your cellular phone batteries
    Or just get two batteries and swamp one for the other when one dies (my cell never goes down unless I swamp batteries)
    2. You could get Oceanic Time Warner's Digital Phone or VoIP. But neither
    will work if the power cuts out. Hence they are not carrier grade service
    like HawTel's service, which will work if the power cuts out.
    It'll also not work if your modem goes out.

    Lets face it: HiTel knows what it has, and it will continue with this kind of service unless something major happens (either a huge petition of angry HiTel users, or something like that).
    How'd I get so white and nerdy?

  14. #14
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    Default Re: Hawaiian Telcom

    Quote Originally Posted by lavagal
    [IMG]Hawn Tel Pair Gain device on Kaumakani Street in Hawaii Kai that has been damaged for about seven months.[/IMG]

    The close up, which shows my keys, is of this disintegrating putty that was put all around the top of a pipe. It is now all crumbly and I think it will soon allow the lines enclosed to be compromised some.

    The back story as I know it: On a Saturday evening back in February or March, at about 10 p.m., a car hit this pair gain device. No one reported it to Hawn Tel for who knows how long. We reported, after being on HOLD HELL for a damn long time when you're calling from your cellular--that we had no phone service on Monday or Tuesday. They said we'd have it by that Friday...well the guys were working there that Friday, and I hollered out of the van if they were checking my line. I gave them my number and they called me from the mess about 45 minutes later. What if I hadn't done that? We'd STILL be paying for no service?

    This might not look so bad, but it is a symbol of how this utility provider is letting down its customers. And in a way, they are letting down their employees, too. This is not a good image and it's the "people" who are the face of a company, whether it's the only cable or telephone company shoved down our throats or not. Well, that's my feeling about it anyway!

    @
    any comments on the photos?

  15. #15
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    Default Re: Hawaiian Telcom

    Sadly, I'm not technically qualified to know exactly what I'm seeing, but I certainly agree that a plastic bag and some orange paint isn't exactly a fix I'd be proud enough of to let stand for weeks on end. It is indeed a symptom of a larger problem at that company, and one that seems less and less fixable.

  16. #16
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    Default Re: Hawaiian Telcom

    Quote Originally Posted by lavagal
    any comments on the photos?
    Sorry for the delay, I had computer issues.
    Mahalo for the pictures. I'll forward them to some people I know in HawTel.
    It is in horrible condition indeed.
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  17. #17
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    Default Re: Hawaiian Telcom

    Quote Originally Posted by lavagal View Post
    [IMG]Hawn Tel Pair Gain device on Kaumakani Street in Hawaii Kai that has been damaged for about seven months.[/IMG]

    The close up, which shows my keys, is of this disintegrating putty that was put all around the top of a pipe. It is now all crumbly and I think it will soon allow the lines enclosed to be compromised some.

    The back story as I know it: On a Saturday evening back in February or March, at about 10 p.m., a car hit this pair gain device. No one reported it to Hawn Tel for who knows how long. We reported, after being on HOLD HELL for a damn long time when you're calling from your cellular--that we had no phone service on Monday or Tuesday. They said we'd have it by that Friday...well the guys were working there that Friday, and I hollered out of the van if they were checking my line. I gave them my number and they called me from the mess about 45 minutes later. What if I hadn't done that? We'd STILL be paying for no service?

    This might not look so bad, but it is a symbol of how this utility provider is letting down its customers. And in a way, they are letting down their employees, too. This is not a good image and it's the "people" who are the face of a company, whether it's the only cable or telephone company shoved down our throats or not. Well, that's my feeling about it anyway!

    @

    That's not a pair gain hut. RT's are A LOT bigger, they are full of electronics and are usually housed in a small brick building or fully encased metal RT (about 5ft tall x 6ft length x 3ft wide)

    those pictures are just of a typical 'splice' where underground cable runs and at some points come to ground to be spliced...
    Last edited by LocalMotion; October 6th, 2006 at 09:54 AM.

  18. #18
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    Default Re: Hawaiian Telcom

    Quote Originally Posted by LocalMotion View Post
    That's not a pair gain hut. RT's are A LOT bigger, they are full of electronics and are usually housed in a small brick building or fully encased metal RT (about 5ft tall x 6ft length x 3ft wide)

    those pictures are just of a typical 'splice' where underground cable runs and at some points come to ground to be spliced...
    Mahalo for the clarification, I thought it was a RT too ?
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  19. #19

    Default Re: Hawaiian Telcom

    Quote Originally Posted by doc1456 View Post
    Or just get two batteries and swamp one for the other when one dies (my cell never goes down unless I swamp batteries)
    If power is out for a prolonged period, the cell tower dies.

  20. #20
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    Default Re: Hawaiian Telcom

    Hawaiian Telcom has a new television ad.

    "The following is an actual emergency call from a cable digital phone subscriber to a 911 operator during a recent power outage," it says. Followed by ten seconds of silence.

    As enjoyable as it was, I have to say as a HiTel customer that they've got a long way to go in getting their own house in order before they can take cheap shots at Oceanic. Recall the recent botched upgrade that seemed perfectly timed to follow Ann Nishida's proclamation that HiTel did a bang-up job during the blackout. In Hawaii, it seems, schadenfreude is quickly followed by bachi!

  21. #21
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    Default Re: Hawaiian Telcom

    Quote Originally Posted by pzarquon View Post
    As enjoyable as it was, I have to say as a HiTel customer that they've got a long way to go in getting their own house in order before they can take cheap shots at Oceanic. Recall the recent botched upgrade that seemed perfectly timed to follow Ann Nishida's proclamation that HiTel did a bang-up job during the blackout. In Hawaii, it seems, schadenfreude is quickly followed by bachi!
    Well when you compare the problems both HawTel and Oceanic have experienced, HawTel's are mostly customer service related versus an actual service issue which Oceanic had.

    Yes, 25K HawTel DSL subscribers lost their connection due to faulty router upgrade. But these things cannot be foreseen and happen to everyone,including Oceanic. The islandwide power outage, although you can't predict when it will happen, should've been planned for by Oceanic. Oceanic decided to do the cheap and easy route and not get permission for carrier grade service (Like HawTel has). Carrier grade service requires redundant power backup.

    So in short, I'm happy to see HawTel fight back against Oceanic. It well within their right to do so.
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  22. #22
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    Default Re: Hawaiian Telcom

    See? No sooner had I posted about HiTel's new TV ad, gloating about having access to 911 during a power outage, did Joe Moore report that HPD was having problems with its 911 system, and that HiTel was working on the problem.

    I'm all for competition. But HiTel seems to excel mostly at shooting itself in the foot.

  23. #23
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    Default Re: Hawaiian Telcom

    I agree with Ryan's assessment about this commercial. Why? Because I guess the "parts" are still not in. Remember my earlier post about a damaged Hawaiian Tel transfer point in Hawaii Kai? This has been the landmark for about 10 months now. Them thar are some sloooowwww booaaatsss full of that special technical quipment!

    http://www.hawaiithreads.com/showpos...1&postcount=12
    Last edited by lavagal; October 30th, 2006 at 06:13 PM. Reason: to insert previous post #

  24. #24
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    Default Re: Hawaiian Telcom

    Quote Originally Posted by pzarquon View Post
    See? No sooner had I posted about HiTel's new TV ad, gloating about having access to 911 during a power outage, did Joe Moore report that HPD was having problems with its 911 system, and that HiTel was working on the problem.
    The last time that happened it was a problem with the UPS supplying power to telephone interface at the police station.

    That being said, I'm sure you'd just hate if Hawaiian Telcom didn't exist and our only choice was Oceanic Time Warner . Even though they've done things like screw up our latest phone bill among other things, I'm perfectly willing to give them the benefit of the doubt. As I would hate if I ever had to go back to OTW.
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  25. #25
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    Default Re: Hawaiian Telcom

    Quote Originally Posted by lavagal View Post
    I agree with Ryan's assessment about this commercial. Why? Because I guess the "parts" are still not in. Remember my earlier post about a damaged Hawaiian Tel transfer point in Hawaii Kai? This has been the landmark for about 10 months now. Them thar are some sloooowwww booaaatsss full of that special technical quipment!

    http://www.hawaiithreads.com/showpos...1&postcount=12
    *sigh*, I'll try to find out whats up ?
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