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INFORMATION ON THE PROCESSES RELATED TO THE TELEPHONE SERVICE
The Empresa de Telecomunicaciones de Cuba S.A. ETECSA, through its Commercial Offices, offers comprehensive attention to its customers and / or users. They can inform you about the status of your account, inquire about the additional charges billed and request the most dissimilar procedures related to telephone service.
INFORMATION ON THE PROCESSES RELATED TO THE TELEPHONE SERVICE
The Empresa de Telecomunicaciones de Cuba S.A. ETECSA, through its Commercial Offices, offers comprehensive attention to its customers and / or users. They can inform you about the status of your account, inquire about the additional charges billed and request the most dissimilar procedures related to telephone service.
Check the phones at pamarillas.cu
For the use of available technical capabilities, ETECSA establishes an order of priority that includes pending transfers, public services, business sector services and other commitments and obligations of the company. Once these demands have been met, the company will offer the capacities available for the installation of new services to the population, which are distributed and granted by the Municipal Administration Council (CAM).
The ways to make offers of the basic telephone service to the population are the following:
Through the Local Bodies of the Popular Power (Provincial Administration Council - CAP for the allocation to the population by the Municipal Administration Councils - CAM).
The CAP is responsible for informing, through the media, the details related to the process and the date from which the applications of the population in the beneficiary areas will begin to be received.
The CAM creates the Grant Commission to receive requests from the population and analyzes and approves the list of people who should be benefited with the allocation of the telephone service.
At the end of this process, the CAM sends ETECSA a list of the beneficiaries, who will be contacted by the Commercial Units to establish the contract and install the telephone service.
ETECSA does not intervene in the process of assigning the telephone service.
ETECSA will not be able to proceed with the cases that are in the grant list when:
The beneficiary's residence address differs from those previously reported by ETECSA.
The beneficiary has a telephone service installed in his name.
The beneficiary resides in a property where the owner does not accept the installation of the service.
The beneficiary has died or left the national territory definitively.
PROCEDURES RELATING TO THE BASIC TELEPHONE SERVICE FOR THE NATIONAL RESIDENTIAL SEGMENT
Private condition in the Telephone Directory
The owner of the service is entitled to a simple insertion in the Telephone Directory without additional charge. If you do not want your number to be published, you must request in your Commercial Office that it become private. If you detect any error in the reproduction of your data or these have been omitted, send your data through the electronic address This email address is being protected from spambots. You need JavaScript enabled to view it., you can also call 112 Commercial Management service and reconcile your data with the executive.
Supplementary services
They allow you to enjoy additional services on your telephone line. They are available only for subscribers of digital exchanges.
How to request it? Telephone line dialing 112, Commercial Management service or Commercial Offices. They must be identified with the holder's name, telephone number and personal identity number.
Number: It occurs at the request of the owner of the service, implying an additional charge on your bill next month, or by need of ETECSA, the owner of the service being duly notified and without causing any charge.
How to request it? Telephone line dialing 112, Commercial Management service, identifying with your name, telephone number and personal identity number.
Place: It consists of changing the location of any terminal equipment within the same property. It implies an additional charge on your bill next month. For more information call 118, Commercial Information.
How to request it? Telephone line dialing 112, Commercial Management service, identifying with your name, telephone number and personal identity number.
Mounting: It consists of changing the path of the internal cables, without affecting the position of the terminal equipment. It implies an additional charge on your service bill next month. For more information call 118, Commercial Information.
How to request it? Telephone line dialing 112, Commercial Management service or Commercial Offices. They must be identified with the holder's name, telephone number and personal identity number.
International Departure Service
The owner of the service, or his agent, who has a telephone service belonging to a digital exchange may contract the International Departure service in his Commercial Office, after signing a supplement to the service contract. Conversation minute rates apply in USD. ETECSA will deliver an invoice with the amount of monthly consumption that must be paid in Cuban convertible pesos (CUC) according to the current exchange rate. Documents to submit:
Identity document of the holder or the proxy.
Notarial deed if necessary.
Caller ID service
(This service is offered in 2 modes)
Postpaid: The owner of the service, or his agent, who has a telephone service belonging to a digital exchange can contract the service in his Commercial Office, after signing a supplement to the service contract. Rates apply in USD. ETECSA will deliver an invoice with the amount of monthly consumption (30 calendar days) that must be paid in Cuban convertible pesos (CUC) according to the current exchange rate.
How to request it? In your Commercial Office. Documents to submit:
Identity document of the owner of the telephone service or of the attorney.
Notarial deed if necessary.
Prepayment: The request can be made by anyone who pays in advance in CUC the amount corresponding to the fixed monthly fee (30 calendar days) of the months that you want to use the service.
How to request it? In any ETECSA Commercial Unit.
Documents: Not required.
At the request of the holder, the telephone service is temporarily disconnected for a period not exceeding twelve (12) months, it may be higher when it proves that it will remain absent for a longer period.
You must continue paying the monthly fee and can request the connection of the service at any time.
How to request it? In the Commercial Unit that corresponds.
Reconnection
It may be requested when it is necessary to reconnect a terminal equipment that has been removed by the service owner, for some reason. It implies an additional charge on your bill next month. For more information call 118, Commercial Information.
How to request it? In your Commercial Office.
Phone transfer to another address
The owner of the service or agent may request the transfer of the basic telephone service to a new address when it is determined, guaranteed by ETECSA, provided that the availability of the telecommunications network allows it, even if it provisionally implies variation in the technical support through a authorized technology and provided there is the consent of the owner. This right does not prescribe. It has a cost and is charged to the telephone bill. For more information call 118, Commercial Information.
Documents to submit:
Identity document of the holder or the proxy.
Notarial deed if necessary, specifying that it is for paperwork.
It consists of transferring to another natural person the ownership of the service. This request is free and can be made in any Commercial Unit, but the person who is going to award the service has to go to the commercial unit where it is installed.
Assignment of ownership
The owner of the service may request the change of ownership in favor of the natural person he designates at the time he deems appropriate. Documents to submit:
Personal identity document of the holder or the proxy.
Personal identity document of the beneficiary to which the new contract will be signed.
Notarial deed if necessary, specifying that it is to carry out this procedure.
Transfer of ownership
The holder of the service may designate, if he considers so, leaving a record in his Commercial Unit, attached to his contract, to a natural person to whom he will transmit the ownership of the basic telephone service in the cases of death, presumption of death or absence definitive of the national territory of its owner. This designation may be revoked at the time it deems appropriate.
If there is no previous designation, ownership will be transmitted to the next of kin who are listed in the order in which they appear and one excludes the following, except for the spouse and the children who will concur with the same right:
Spouse, children and other descendants.
Parents, grandparents and other ascendants.
Brothers and nephews.
Uncles.
Cousins
If there are no relatives to whom to transmit or existing these, renouncing this right, the ownership of the service will be transmitted to the person who gives the law the best right to the house in which it is installed. If there are several persons with equal rights and no agreement is reached on who owns the service, within a term of thirty (30) business days from the date of notification, ETECSA will terminate the service.
Documents to submit:
Identity document of the interested party or the proxy, specifying what is to carry out this procedure.
Death certificate issued by the Civil Registry (for cases of death).
Firm judgment of the court (for cases of presumption of death).
Certification from the Immigration and Immigration Office (for cases of legal departures from the country).
Affidavit before a notary public that the owner of the service left the country (in cases of illegal departures from the country).
Certifications that demonstrate the degree of kinship with the holder of the service.
In case there is no degree of kinship, prove your status as owner, lessee or usufructuary free of the home through: title deed or resolution that proves your condition dictated by the housing institution, lease agreement, notarial deed public, final judgment of the court or liquidation of the community of property.
Reinstatement
You can request the reinstallation of the service if it has caused cancellation due to debt, only once, after payment of the debt, by signing a new contract and before 4 months from the last monthly payment. This service has a cost that is charged to your bill. For more information call 118, Commercial Information.
How to request it? The owner of the service is presented in his Commercial Office.
Documents to submit:
Identity document of the owner of the telephone service or of the attorney.
Extension Installation
The owner of the service can request the installation of up to 2 interior extensions (up to the connector) of his telephone line, provided that the Company has the resources to satisfy this request. The terminal equipment must be supplied by the owner of the service. It has a cost and is charged to the telephone bill.
How to request it? Telephone line dialing 112, Commercial Management service or your Commercial Office. They must be identified with the holder's name, telephone number and personal identity number.
Requests for new services, modifications or cancellations of existing ones
They will be carried out by official letter of the entity signed by its maximum representative or, failing that, by the person officially authorized by it for these purposes. The letter must contain:
Official name of the entity.
Organism to which it belongs.
Entity address.
Shipping address of the service invoice.
Bank account.
REEUP code.
In the case of the basic telephone service, in addition to the above data, the letter must contain:
Condition of Private or not in the Telephone Directory.
Phone location address.
Activity or department where the service is located (telephone).
Documents to be submitted when one entity leaves its services in favor of another:
Official letter of the entity requesting the transfer of services, certifying the transfer, with the details of each service, the name and address of the receiving entity and the person responsible for the debt if it exists.
Official letter of the receiving entity certifying the acceptance of the services, whether or not to assume the debt of the same and the detail of each service, relating: correct name of the Organizational Unit to which each service corresponds, activity that is performed in each one of the places where services are installed to update the Telephone Directory.
Details of each service.
PROCESSES RELATING TO THE MOBILE PHONE SERVICE
Procedure Cellular Service Contract
It is the procedure that formalizes the contractual relationship between the Holder and the Company for the provision of cell phone service in prepaid and postpaid modalities. The Holder is the person who has the rights and obligations derived from the hiring of the cellular service. The act of signing the contract is personal either by the beneficiary or through his representative complying with the formalities established by the Cuban civil code. The service contract, in the prepaid mode may be permanent or temporary and is independent of any other telephone service. The contracted service can only be transferred, prior formalization with the Company.
The hiring is done in the Commercial Offices of ETECSA authorized to provide this service. Current rates will apply.
Processing of cellular equipment or SIM card
If the equipment was sold by the company and is under warranty, the customer must go to the Commercial Office within the first 7 days of purchase and report the fault. After this time, the client must appear in the repair shops of the company enabled for such purposes for a free solution. Upon expiration of that term, or if the equipment was not sold by the company, the customer will pay the current rate.
In case of failure of the SIM card, you will be given the facility of acquiring another, paying the corresponding amount. This action maintains the number but the information contained in the SIM is lost.
Procedure for changing customer generals
It is the responsibility of the client to notify any change in their data, being a free action and to be executed in a Commercial Office.
Contract transfer procedure
It consists of transferring, to another natural person, the ownership of the contract. This procedure is free. It will be held at the Commercial Office at the request of the Holder of the cell phone service, with the presence of the latter or his representative and the beneficiary.
Number change procedure
The client makes the request in the Commercial Office, paying the corresponding amount.
Service blocking procedure
At the request of the Holder, the service is temporarily disconnected so that the possibility of traffic is suspended, both issued and received. This procedure can be done by telephone through the Customer Service Department 5264 2266 or in person at the Commercial Office. The client will provide the data requested by the executive to check if he is a customer of the service and to be able to take action.
Service unlock procedure
The blocking operation is deactivated, that is, the possibility of carrying traffic, both issued and received, is restored.
This procedure is carried out by the Holder in person at the Commercial Office.
Processing loss of cell phone or SIM card
In any of these cases, the Holder must request the blocking of the service, which will invalidate the SIM immediately, avoiding its balance being consumed or transferred. It can be face-to-face or by telephone through Customer Service 5264 2266. Subsequently, the client can request another SIM from the Commercial Office.
In all the procedures, the applicant will present his corresponding identity document.
TO KNOW THE ATTENTION SCHEDULES CALL 118.