Hana residents and business have experienced many months of substandard Internet service by Spectrum, service that consistently falls far short of broadband speeds that its customers are paying for.

In a remote community where many of Hana’s residents work from home, and its businesses depend on reliable connectivity, Spectrum’s substandard service has a real economic cost. Users frequently encounter periods where service drops entirely, interrupting Wifi Calling, virtual meetings, and other critical functions. Many other times the service is so slow that users are forced to wait several minutes for a simple website to load, or for email attachments to download. As the saying goes, time is money. All of this substandard Internet service is time wasted for Hana’s small businesses and entrepreneurs.

Spectrum's customers in Hana, through the Hana Broadband Committee of the Hana Business Council are demanding:

1. Spectrum’s monthly bills be reduced to match the speeds provided. Spectrum should not be charging full rate for less than full service. Adjustments to monthly billings should be made to match the actual service provided, until service is at the level represented in the service packages, and comparable to the rest of the island.

2.  Spectrum automatically credit any day that service is out for more than four hours. Spectrum will credit customers who call to report outages, but only customers who take the time and effort to call Spectrum and report the outage receive a discount on their bill. Spectrum has the technology to know when this occurs. This discount should be applied automatically for all customers.   

3. Spectrum provide retroactive credits for substandard service for the past, which has been erratic and substandard from before the pandemic began. 

4. Spectrum provide regular and realistic communication to the Hana community through the Hana Broadband Committee about system upgrades and service improvements that are planned to fix the service and provide actual reliable broadband service.