MECO extends call hours ahead of software upgrade

The Maui News

Maui Electric Co. temporarily will be extending Customer Call Center hours beginning Monday to minimize anticipated delays resulting from the Hawaiian Electric Cos. systemwide software upgrade.

The extended Customer Call Center hours will run from 7:30 a.m. to 8 p.m. Monday through Oct. 5, excluding weekends. Customers can contact the Call Center at 871-9777, or toll-free from Molokai and Lanai at (877) 871-8461.

The Hawaiian Electric Cos. computer software upgrade will affect phone, online and walk-in services from Sept. 28, to Oct. 1.

During that period, employees will not have access to account information, which will limit their ability to service requests. Normal business operations resume Oct. 2, but customers could experience delays and longer wait times.

“Extending our call center hours ahead of the software upgrade and afterward will give customers more options to reach us,” said Jim Alberts, senior vice president of customer service. “We thank our customers in advance for their patience.”

Upgrade impacts include:

• Expect limited customer services (phone, online and bill payment centers) on Sept. 28 and Oct. 1. Customers should have their 12-digit account number available.

• Customers who are moving or need to start, stop or reconnect service late this month or early October should submit requests as soon as possible and not wait until Sept. 28. Requests received between Sept. 28 and Oct. 1 could be delayed three to five business days.

• Customers who make in-person payments on Sept. 28 and Oct. 1 at the companies’ payment centers must have a remittance stub or account number.

• Bill-payment reminder calls, notices and mailings temporarily will be suspended from Sept. 28 to Oct. 1. If a customer receives a suspicious call, hang up and call MECO customer service.

To learn more about how the software upgrade will impact customers, go to