Hawaii OnLine is probably your best bet for dial-up Internet access in the State of Hawaii, if your only concerns are modem counts and price. But if you're picky about customer service, you should look elsewhere.

I've used Hawaii OnLine since 1995, when it was still a locally-owned company that had only recently evolved into a statewide ISP from a small, personable BBS on the island of Kauai. Back then, in fact, many people who ran in computer circles knew someone who worked for HOL, perhaps one of the incentives for choosing them for service.

HOL got an early start in Hawaii, and despite some growing pains, consistently seemed to have the widest availability, fastest access speeds (ah, the days before 56k!), and the most modems and access numbers. There were busy signals, but back then, everyone had busy signals.

Soon, HOL's growth was second to none. A few years ago, the company signed an agreement with the State and the University of Hawaii to become the 'preferred provider' for students in exchange for offering an unbeatable rate of $14.95/mo. for unlimited access. It was testament to the company's success, that the government opted to send "customers" to the private sector rather than attempting to keep up with its own lagging infrastructure.

A second major development, however, was that HOL was bought out by West Coast telecom player GST. It became GST Hawaii OnLine, and in no time, the majority of its local staff -- including old friends -- were relocated to Oregon and Washington.

Presumably, HOL became part of a more stable and efficient company. But for that it traded in its personality, and ties to the community. Now you called a toll-free number for help, speaking with often sleepy techs 2,000 miles away. A multitude of billing options were eliminated, the company switching to an automated (and therefore very fallible) system that frequently led to huge fines and nasty letters that were merely the result of expired credit card numbers stored in their system.

And late last year, it renamed and raised its student rate, bringing it closer to the local average of $22/mo. or so for unlimited access.

I realized I was paying more for less, but stuck with them for the extra dollar or two in savings. Then, with no warning, I found my account canceled for want of a $100 balance, as -- of course -- my credit card had changed some months ago and no one in Oregon thought to check in with me personally.

I never went back. I suspect many of their customers in Hawaii came to the same conclusion before me as well. Just last month GST filed for bankruptcy, and what was left of its Hawaii offices are now up for grabs.

If you shop by sheer numbers, GST Hawaii OnLine ends up on top. But for a few dollars more, you could be dealing with real humans who actually answer the phone... humans who live where you live, and -- I suspect -- even care.

Consult your friends, not just a comparison chart. Number two Lava.Net, I've discovered, is number one in heart.




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