TV and Internet Equipment Return Information
Whether you are replacing equipment or terminating services, any equipment supplied by Hawaiian Telcom must be returned within 45 days of disconnection.
Important things to note:
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An equipment return fee of $200 per device will be billed to your final invoice 14 days after service disconnection.
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Once you return your devices, you will receive a full credit for the equipment return fee.
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You will have 45 days to return the devices from your disconnection date to receive a full credit.
Where to Return Your Equipment
Downtown Service Center:
1177 Bishop St.
808-643-1177
Mon – Fri: 8:00 am - 5:00 pm; Sat: 9:00 am - 5:00 pm; Sun: Closed
Kapolei Service Center
91-979 Kamaaha Ave.
808-643-7788
Mon – Fri: 8:00 am-5:00 pm; Sat: 9:00 am-5:00 pm; Sun: Closed
Mail Back
Call us at 808-643-3456 to request a FedEx pre-paid shipping label. We’ll mail or email you the label to print then simply dropoff your equipment in a box to a FedEx drop-off location.
What Equipment to Return — Check List
Internet Equipment
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Gateway (Brands: Pace, Xyxel, Google, eero)
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WiFi Extender – if applicable (Brands: Nighthawk)
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Power Supply Cords for each device
Internet Gateway
Brands: Pace, Zyxel, Google or eero.
WiFi Extender
Brand could be NightHawk, Zyxel or Google
TV Equipment
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Set Top Box(es)
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Gateway (Brands: Pace, Xyxel)
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WiFi Extender – if applicable (Brands: Nighthawk, Google, eero)
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Power Supply Cords for each device
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Remote Control(s)
DVR Set Top Box
TV Gateway
Brands: Pace, Xyxel
TV Remote Control(s)
One per set top box
Equipment That Must Stay in Your Home — DO NOT RETURN
A special piece of equipment known as a Fiber Optic Network Terminal (ONT) may have been installed within your home to deliver the fiber service. The ONT is usually white and may have the word "Alcatel/Nokia" or “AdTran” on it. Do not unplug, remove or return this piece of equipment. IT MUST remain in place.