Procedures and Services

Processing of Cellular Service Contract: It is the process that formalizes the contractual relationship between the Holder and the Company for the provision of the cellular telephone service in the prepaid and postpaid modalities. The Holder is the person who has the rights and obligations derived from contracting the cellular service. The act of signing the contract is personal, either by the beneficiary or through her representative, fulfilling the formalities established by the Cuban civil code. The service contract, in the prepaid modality, 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 contracting is carried out in the ETECSA Commercial Offices enabled to provide this service. The current rates will apply.

Processing of cellular equipment or SIM card failure: If the equipment was sold by the Company and is under warranty, the client must go to the commercial office within the first 7 days of purchase and report the failure. After this time, the client must appear at the Company's repair workshops enabled for such purposes for a free solution. Upon expiration of this term, or if the equipment was not commercialized by the Company, the client will pay the current rate. In case of failure of the SIM card, you will be given the ease of acquiring another one, having to pay the corresponding amount. This action maintains the number, but the information contained in the SIM is lost.

Processing change of general client: It is the responsibility of the client to notify any change in their data, being an action free of cost and to be executed in a commercial office.
Service transfer process: It consists of transferring, to another natural person, the ownership of the service. This procedure is free. It will be held in 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.

Processing change of number:The client makes the request in the Commercial Office, having to pay the corresponding amount.

Service blocking procedure: At the request of the Holder, the service is temporarily disconnected so that the possibility of carrying traffic, both emitted and received, is suspended. This procedure can be done by telephone through the Customer Service 5264 2266 or in person at the Commercial Office. The client will provide the information requested by the executive to check if he is the owner of the service and to be able to carry out the action.

Service unblocking procedure: The blocking operation is deactivated, that is, the possibility of carrying traffic, both emitted and received, is restored. This procedure is carried out by the Holder in person at the Commercial Office.

Procedure for 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, preventing its balance from being consumed or transferred. It can be in person or by phone through the Customer Service 5264 2266. Later, the customer can request another SIM from the Commercial Office.

In all procedures, the applicant will present their corresponding identity document.

It consists of transferring the ownership of the service to another natural person. This request has no cost and can be made in any Commercial Unit, but the person who is going to be awarded the service must go to the Commercial Office of the territory where it is installed.

Assignment of ownership:

The owner of the service may request the change of ownership in favor of the natural person designated by him at the time he deems appropriate.

Documents to present:
• Personal identity document of the owner or the attorney.
• Personal identity document of the beneficiary to whom the new contract will be signed.
• Notarial deed if necessary, specifying what it is to carry out this procedure.

Transfer of ownership: The owner of the service may designate, if he so considers, leaving a record in his Commercial Office attached to his contract, to a natural person to whom he will transfer ownership of the basic telephone service in cases of death, presumption of death or permanent absence of the national territory of its owner. This designation may be revoked at the time it deems appropriate.In the absence of a previous designation, ownership will be transmitted to the next of kin listed in the order in which they appear and one excludes the next, except for the spouse and children who will attend. with the same right:
1. Spouse, children and other descendants.
2. Parents, grandparents and other ancestors.
3. Brothers and nephews.
4. Uncles.
5. Cousins.
If there are no family members to whom to transmit or if these exist, they renounce this right, the ownership of the service will be transmitted to the cohabitant to whom the law grants the best right to the home in which it is installed. If there are several people with equal rights and no agreement is reached on who owns the service, within a term of thirty (30) business days from notification, ETECSA will terminate the service.

Documents to present:
• Identity document of the interested party or the agent, specifying what it is to carry out this procedure.
• Death certificate issued by the Civil Registry (for death cases).
• Final judgment of the court (for cases of presumption of death).
• Certification from the Immigration and Immigration office (for cases of legal departure from the country).
• Sworn declaration before a notary public that the owner of the service left the country (for cases of illegal departure from the country).
• Certifications that demonstrate the degree of relationship with the owner of the service.
• In the event that there is no degree of kinship, prove your condition as free owner, tenant or beneficial owner of the home through: property title or resolution that proves your status dictated by the housing institution, lease agreement, deed Notary public, final judgment of the court or liquidation of the community of property.

Reinstallation: You can request the reinstallation of the service if it has caused you to drop due to debt, for a single time, after paying the amount owed, by signing a new contract and within 4 months from the last monthly payment. This service has a cost that is charged to your invoice. For more information call 118, Commercial Information. How to request it? The owner of the service appears at his Commercial Office.

Documents to present:
• Identity document of the holder of the telephone service or of the attorney.
Installation of extensions: The owner of the service may 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 phone bill. How to request it? Via telephone dialing 112,  Commercial Management service or in your Commercial Office. They must be identified with the name of the owner, telephone number and personal identity number.

Requests for new services, modifications or cancellations of existing ones: They will be made by means of an official letter from 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.
• Mailing address of the service invoice.
• Bank account.
• Code / registers (REEUP, REEANE, others).
• NIT code.
In the case of basic telephone service, in addition to the above data, the letter must contain:
• Private status or not in the Telephone Directory.
• Phone location address.
• Activity or department where the service is located (telephone).

Documents to present when an entity leaves its services in favor of another:
• Official letter from 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 from 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 carried out in each of the premises where the services appear to update the Telephone Directory.
• Details of each service.

The owner of the service is entitled to a simple insertion in the Telephone Directory at no 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 an error in the reproduction of your data or they have been omitted, fill out the update coupon found on Page 45 of this directory. Deliver it to your Commercial Office where our executive will amend your data at the moment and request your update receipt or 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 the 112 Commercial Management service and reconcile your data with the executive.