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Internet Technical Support

Each condo has unique SSID and password for connecting to the internet network.
This information may be found near the modem or router or on a placard on table or
kitchen counter.If having difficulty connecting to internet, perform the following debug steps prior to
calling Hawaiian Telcom for technical support:

  • Check Cables and Power

Check that modem and router powered ON and cables securely connected.

  • Check Your Device Setting of SSID and Password

Check that your device set to proper SSID and password which are case sensitive.

  • Power-­Cycling the Optical Network Terminal

The following steps will shut down your Optical Network Terminal and then power back up
in order to attempt to restore it’s functionality:

  1. Unplug the power cord of the Optical Network Terminal..
  2. Leave the it unplugged for at least one minute.
  3. Plug the power cord back in and wait 3 to 5  minutes
    for Optical Network Terminal light to stabilize as follows:

  POWER – Solid Green
  PON – Solid Green
  DATA – Blinking greeen

Diagnostic information for POWER Light:
    Solid Green – ONT has power and is working
    Off – No power (outlet, adapter, or power strip issue)
    Blinking – Booting up

Diagnostic information for PON light:
   Solid Green – Good fiber signal
   Blinking Green – Registering / communicating with Hawaiian Telcom
   Off – No fiber signal (possible outage or loose fiber)
   Red – Fiber signal problem (line issue or outage)

Diagnostic information for DATA light:
    Blinking Green – Internet traffic flowing
    Solid – Ethernet link active
    Off – Nothing connected to the ONT Ethernet port. (check cable to the Eero)

  • Power-­Cycling the Router Whose Brand Typically is Eero

These steps will temporarily shut down your wireless router and then power
back up in order to attempt to restore it’s functionality:

  1. Unplug the power cord from backside of wireless router.
  2. Leave the wireless router unplugged for at least 30 seconds.
  3. Plug the power cord back into wireless router and wait
    up to 2 to 3 minutes.  If an Eero router the light on
    router will turn solid white when reset completed.

Diagnostic information for EERO light:
OFF – No power
BLINKING WHITE – Firmware update or reboot in progress (Do not unplug)
WHILE – Connected to Internet
BLINKING BLUE -Adding the eero to a network or Pairing / setup mode
RED – No Internet from Optical Network Terminal

  • Internet Speed

Clicking on Speed Test icon below opens a window to perform a speed test
or go to https://www.speedtest.net.

If connected directly to modem, the WBV internet speed should be
approximately 200 Mbps download and 20 Mbps upload.
If connecting wirelessly, the speed will be less.

  • Still Internet Problems?

Owners or their agents can call Hawaiian Telcom Bulk Account Support Number: (808) 643-2855
Each WBV unit has own account with Hawaiian Telcom but the AOAO pays for Internet and forTV
the Basic and Advantage Plus stations package.

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