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The Telecommunications Company of Cuba (ETECSA) reported instability in the Nauta service amidst numerous complaints from users regarding issues with recharging balance and viewing the available time in their accounts.
In a statement published on its official profile, the company noted: “We inform our #nauta service customers that we are experiencing instability in the recharge operations.”
He also specified that “users can access browsing as long as they have a balance in their account” and explained that “the current technical problem affects the visual reporting of hours, but the actual value of the accumulated time remains intact.”
The company also assured that it is working on a solution: "Our specialists are working to resolve the issue as soon as possible."
Following the statement shared on its official Facebook profile, several users reacted by questioning the quality of the service and the information provided. "An informative note that reaches customers too late and does not explain what is really happening," stated a user in the company's own post.
Another comment noted: "All day long they've been having problems, and this is the time they inform us," while others insisted on the lack of communication: "What's sad is that they don't provide updates."
The criticisms also reflected a broader discontent with the service. "Problems and more problems. International top-ups and more international top-ups, a lot of advertising, and every day it gets worse. The only thing they are punctual about is charging for a poor service," wrote another user.
However, in the hours leading up to the official release, users on social media were already reporting irregularities in the service, especially with Nauta Hogar, as seen in comments shared in this Facebook group.
Among the most recurring issues, they mentioned the inability to top up credit and the disappearance of available time in accounts, which showed "0," even though customers claimed to have accumulated hours.
"I thought they had taken away the hours I had left," commented a user in that space. Another noted, "I can't recharge; I looked under Online Services and it says they are under maintenance."
The situation caused confusion, as some users were able to connect to the internet but couldn't check their usage or available balance. "I'm connected but it doesn't show me the hours, and Transfermóvil won't let me recharge," another user expressed.
Reports of failures in various access ways to the service were also repeated. "It doesn't allow recharges via Transfermóvil either, how long will this last?" questioned a user, while another pointed out: "It doesn't allow recharging the Nauta account through Transfermóvil."
Other comments highlighted the uncertainty generated by the ruling. “I thought it was just me with the problem, but seeing the comments, I can see that something is going on,” wrote one user, while another noted: “I thought it was just me.”
Some users even expressed fear of losing their accumulated balance. "I had more than 35 hours and since this morning I'm at 0," one comment indicated, in line with others warning: "It also shows me 00.00 hours."
There were also references to broader service failures. "Nauta and the data are terrible," stated one user, while another summarized the general discontent: "Terrible service."
The disruptions affected both those trying to top up their balance and those already with active service, in a context where connectivity is crucial for work and studies on the island.
So far, ETECSA has not provided additional details about the specific causes of the outage or a definite timeline for its permanent resolution.
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