Computer software upgrades expected to affect MECO services

The Maui News

Computer software upgrades at the end of this month are expected to affect phone, online, bill payment and walk-in services from Sept. 28 to Oct. 1, according to an announcement from Hawaiian Electric Cos., which include Maui Electric Co.

During the four-day period, beginning on a Friday and ending on a Monday, customer service representatives will not have access to account information, which will limit their ability to serve customers, the announcement says.

Normal operations are expected to resume Oct. 2, but customers should anticipate delays and longer wait times because of a higher call volume. The online customer service center is at

“We are constantly seeking way to be more efficient, and this software upgrade will give our employees new tools to help customers,” said Jim Alberts, senior vice president of customer service. “Anyone who has ever had to switch to new software knows that navigating a new system can take time. We thank our customers in advance for their patience.”

Customers planning to start, stop or move electric service at the end of this month or the beginning of October should schedule their request as soon as possible by calling the Customer Service Center at (808) 871-9777 for Maui, (877) 871-8461 (toll free) for Molokai and Lanai or by visiting

If a customer’s power is disconnected and needs to be reconnected on Sept. 28 or Oct. 1, a request must be received prior to those dates.

On Sept. 28 and Oct. 1, utility service representatives will not have access to customer account information. Because of this, customers should expect processing delays for requests to start or stop service, make a payment on an account or inquire about account balance/status.

Requests made on Sept. 28 and Oct. 1 can be delayed three to five business days.

Payments will be accepted at the Kahului Payment Center at 210 W. Kamehameha Ave. in Kahului. However, payments must be accompanied with a remittance stub or customer account information (account name, 12-digit electric account number and service address).

Automated calls, notices and mailings will be temporarily suspended during the software upgrade period.

Customers should have their 12-digit account numbers ready when calling for customer service or visiting the Kahului Payment Center. They also should have their complete service address, name on electric account and a daytime contact phone number.

Service requests received during the upgrade period will be processed in the order they’re received.

Customers with pending electrical service requests (such as new service, removals, relocations and upgrades) may experience delays because many MECO operational areas change work processes to accommodate the new computer system.