The Telecommunications Company of Cuba S.A. (ETECSA) announced this week that, due to the country's energy situation, it will adjust the operation of its customer service channels in several provinces. In a post on its official Facebook profile, the entity explained that some telephone lines will operate with reduced hours, while others will remain available 24 hours a day, and it recommended prioritizing digital channels for self-management.
The announcement comes after it was revealed that power outages forced ETECSA to cut services and modify its customer support throughout the country, as part of the measures taken in response to the energy crisis.
However, the official communication did not calm the accumulated discontent among users. In the very institutional post, there was an avalanche of critical comments questioning both the quality of the service and the lack of solutions to problems that, they claim, have been dragging on for months.
Among the most common complaints are reports of fixed-line telephony and Nauta Hogar not being restored since the passage of hurricanes in October 2025. "I have been reporting my landline after Hurricane Melissa for 4 months now. I report it almost weekly, paying for the telephone service and Nauta Hogar every month, and I am unable to use it," wrote one user.
Another person remarked, "My landline has been reported for I don’t know how long, and the response is that there is only one cable crew in the municipality of Arroyo that we have to wait for. Apparently, you have to wait for ages or pay someone to check your service because it's all about waiting."
The difficulties in communicating through the numbers provided by the company also caused dissatisfaction. "I've been trying to report my issue to 114 since 9 in the morning and no one is answering," commented a user. In a similar vein, another said: "I've been trying to reach 114 for three days and nothing. It's busy all the time."
Several comments questioned the mobile coverage, even in areas where there is electrical service. "I don't know what's happening with mobile phone service; in the place where I live there is power, and the mobile coverage drops to zero, leaving you without service," expressed a user from Antilla, Holguín.
There were also complaints about the quality of internet access and currency promotions. “Weren't the new rates supposed to improve the infrastructure? It's getting worse every time. Oh, isn't that temporary too?” wrote one commenter. Another stated, “Weren't we supposed to improve the connections with USD? Just lies, like everything else. 360 pesos a month isn’t enough for anything.”
Some users questioned the effectiveness of the announced support channels. "No one is interested in calling those numbers to hear lies and get no solutions to their problems," one person pointed out. Another summed up the discontent with the phrase: "If the service was terrible before, now it will be nonexistent!"
There were no lack of ironic comments such as "These people are a meme" or "They'll overload the 118 because all ETECSA has is complaints and suggestions."
Messages of gratitude and support for the information shared by the company were also recorded, albeit to a lesser extent, such as "Thank you for the information" and "Thank you very much for everything explained, always grateful to you, greetings to all."
Reactions are occurring in a context where public complaints about the poor quality of mobile data connection have multiplied, alongside a lack of effective responses to these reports, as illustrated by the case of a Cuban who reported the terrible connection and the absence of solutions after calling *2266.
The contrast between official explanations and the experiences reported by users highlights a growing climate of discontent towards the state monopoly on telecommunications, amid prolonged power outages, technical difficulties, and complaints about services that, they claim, they continue to pay for without receiving them consistently.
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