Record rainfall responsible for Hawaiian Telcom outages

Question: Could you please find out why it’s taking so long to fix my landline? I haven’t had telephone service since Aug. 25 and no Internet service for a couple weeks. (Hawaiian Telcom Inc.) can’t give me a time frame as to when the work will be done. First they said it’ll be three weeks to get to it, now a month and a half later still nothing. … It’s not only me with this problem. …

Question: How can Hawaiian Tel justify my phone being out for so long just from some rain? It wasn’t even a hurricane! Imagine if a real disaster hit. …

Answer: Kokua Line has received several queries recently about prolonged Hawaiian Telcom telephone, Internet and television outages scattered throughout Oahu, problems the company attributes to record-setting rainfall.

The trouble initially affected about 1,000 customers, of which about 800 remained without full service as of Wednesday, according to a company spokeswoman. Hawaiian Telcom couldn’t say with certainty when all service will be restored, but emphasized that crews are working overtime to do so. Affected customers’ accounts will be credited from the date they reported a disruption until their lines are working again.

Here’s the full response from Hawaiian Telcom’s Ann Nishida Fry, senior manager of corporate communications:

“Hawaiian Telcom has been working very hard to resolve an unusually high number of trouble tickets since the intense and record-breaking rains that began at the end of August, which caused flash flooding and road closures throughout the state.

“According to the National Oceanic and Atmospheric Administration (NOAA), the Honolulu Airport’s monthly total of 7.63 inches of rain was 1,363 percent of average rainfall and more than double the previous August record of 3.74 inches set in 2004. This wet weather trend continued in September, with some areas such as Windward Oahu receiving persistent heavy rainfall, causing more flash flooding.

“This record-breaking wet weather is what is causing the outages. While we have and continue to work hard to restore service to many customers, as we restore service, more trouble is being reported because the rains have not stopped. In addition, we are unable to conduct repair work on cables while it is raining to prevent causing additional and more severe damage.

“At this time, about 800 customers are experiencing service disruptions with phone, Internet and/or TV service.

“Hawaiian Telcom technicians have been working overtime seven days a week to restore service to all customers as quickly as possible, and have engaged additional resources to assist with the repair work. Affected customers who have reported service issues will receive credit for the time they are out of service and have been offered free call forwarding to an alternate number, such as a cellphone.

“We thank our customers for their patience and understanding as we continue to focus on restoration efforts.”

Meanwhile, the chairman of the state Public Utilities Commission reportedly is looking into the matter. Randy Iwase told the TV news outlet Hawaii News Now that he would seek an official explanation from Hawaiian Telcom. Fry said the company had not received such an inquiry as of Wednesday, but expects to, given Iwase’s public comments.

The number of lines disrupted represents a small fraction of Hawaiian Tel’s roughly 347,000 lines statewide. Affected customers who contacted Hawaiian Tel and were unsatisfied with the company’s response may file an informal complaint with the PUC, online or by mail. For more information, visit puc.hawaii.gov/filing/complaint/informal-complaints/.

Q: Are unemployment benefits taxable?

A: Yes. Any unemployment insurance benefits you receive are taxable income. According to the Unemployment Insurance Division of the state Department of Labor and Industrial Relations, form 1099-G will be mailed to you at the end of January showing the total benefit amount you received during the tax year. So be sure that your local claims office has your current mailing address.

It is your responsibility to determine how much you owe in federal and state income taxes and pay that amount. You can fill out Form UC-156 to have federal and state taxes automatically withheld from your unemployment benefits. If you do not have taxes withheld, you may have to make estimated tax payments, according to the form.

Write to “Kokua Line” at Honolulu Star-Advertiser, 7 Waterfront Plaza, Suite 210, 500 Ala Moana Blvd., Honolulu 96813; fax 529-4750; or email kokualine@staradvertiser.com.