ETCSA Faces Backlash Following Service Adjustments Amid Energy Crisis: "If Service Was Bad Before, Now It's Nonexistent"

The Cuban Telecommunications Company, S.A. (ETECSA), announced this week that it will be adjusting its service operations across several provinces due to the country's ongoing energy crisis. In an official statement on their Facebook page, ETECSA outlined that while some phone lines will have reduced hours, others will remain available 24/7. The company also advised customers to prioritize using digital channels for self-service.

This announcement comes on the heels of reports that rolling blackouts have forced ETECSA to cut back on services and alter customer support across Cuba, as part of broader measures in response to the energy shortfall.

However, the official communication did little to ease the simmering dissatisfaction among users. The announcement sparked a flood of critical comments questioning both the quality of service and the lack of solutions to ongoing issues that customers claim have persisted for months.

Among the most frequent grievances were reports of unresolved landline and Nauta Hogar internet services since hurricanes hit in October 2025. "It's been four months since I've been reporting my landline issues after Hurricane Melissa," one frustrated user wrote. "I report it almost weekly, pay my bills for phone and Nauta Hogar every month, yet I can't use them."

Another user noted, "My landline has been out for who knows how long, and the only response I get is that there's just one cable crew in the Arroyo municipality. It seems like I'll have to wait for ages or pay to get someone to check my service because it's all about waiting."

Difficulties in reaching ETECSA's support numbers also fueled discontent. "I've been trying to report my phone issue to 114 since 9 AM, and no one answers," an internet user commented. Similarly, another mentioned, "I've been trying to contact 114 for three days with no success. The line is constantly busy."

Several comments criticized mobile coverage, even in areas with power. "I don't know what's happening with mobile service. Where I live, there's electricity, but mobile coverage drops to zero, showing 'no service,'" a user from Antilla, Holguín, explained.

There were also complaints about the quality of internet access and currency-based promotions. "Weren't the new rates supposed to improve infrastructure? It's getting worse. Oh, was that temporary too?" remarked one commenter. Another added, "Weren't we supposed to improve connections with USD? It's all lies, as usual. 360 pesos a month don't get you anything."

Some users expressed skepticism about the effectiveness of the announced support channels. "Nobody wants to call those numbers to hear lies and no problem solutions," one person noted. Another summed up the dissatisfaction with, "If the service was terrible before, now it's nonexistent!"

Comments ranged from ironic remarks like "These people are a meme" to "They'll wear out 118 because all ETECSA offers are complaints and suggestions."

Despite the overwhelming negativity, some messages thanked and supported the information provided by the company, albeit fewer in number, such as "Thanks for the information" and "Thank you for everything explained, always grateful, regards to all."

The reactions occur amid a rising number of public complaints about poor mobile data connections and the lack of effective responses to reports, as highlighted by one Cuban who called *2266 to report a terrible connection with no resolution.

The stark contrast between official explanations and user experiences highlights a growing dissatisfaction with the state-run telecommunications monopoly, exacerbated by prolonged blackouts, technical difficulties, and ongoing service payments without reliable delivery.