The Cuban Telecommunications Company, ETECSA, has recently announced disruptions in its Nauta service, amid a wave of user complaints about difficulties in recharging balances and checking available time on their accounts.
In an official statement on their social media platform, ETECSA stated: “We inform #nauta service customers that we are experiencing instability in recharge operations.”
The company clarified that users can still access the internet if they have a balance, while acknowledging that the technical issue affects the visual report of hours, though the actual accumulated time remains accurate.
ETECSA has assured customers that their specialists are actively working to resolve the issue as soon as possible.
Following the announcement on Facebook, several users expressed dissatisfaction with the service quality and the clarity of the information provided. One user commented, “This notice comes too late and doesn't explain what's really happening.”
Another user remarked on the delay: “Problems all day and they inform us only now,” while others criticized the lack of communication: “It's sad they don’t inform us properly.”
The complaints reflect a broader dissatisfaction with the service. “Problems and more problems. International recharges, endless advertisements, and it gets worse every day. The only thing they're punctual about is charging for a poor service,” another user wrote.
Prior to the official statement, users had already been reporting issues, particularly with Nauta Hogar, on social media platforms. Common problems included the inability to recharge balances and accounts showing zero available time, despite users claiming they had accumulated hours.
“I thought my remaining hours had disappeared,” one user shared. Another added: “I can't recharge; I checked online services and it says they're under maintenance.”
The situation led to confusion, as some were able to connect to the internet but couldn't verify usage or available balance. “I’m connected but it doesn’t show my hours, and Transfermóvil won’t let me recharge,” one comment read.
Failures were reported across various access methods. “Transfermóvil won’t let me recharge either, how long will this continue?” questioned a user, while another noted: “I can’t recharge my Nauta account using Transfermóvil.”
Many users expressed uncertainty due to the outage. “I thought it was just my problem, but seeing the comments, I realize something is happening,” one user noted. Another shared: “I thought it was just me.”
Some users even feared losing their accumulated balance. “I had over 35 hours, and since this morning, it shows 0,” one user commented, echoing others who warned: “Mine also shows 00.00 hours.”
There were also mentions of broader service issues. “Nauta and mobile data are terrible,” one user stated, while another summed up the general dissatisfaction: “Terrible service.”
The disruptions affected both those trying to recharge and those with active service, in a context where connectivity is crucial for work and studies on the island.
So far, ETECSA has not provided further details about the specific causes of the outage or a definitive timeline for its resolution.
Understanding ETECSA's Nauta Service Issues
What is causing the instability in ETECSA's Nauta service?
ETECSA has acknowledged a technical issue affecting recharge operations and the visual reporting of hours, but has not provided specific details on the cause.
How are users affected by the Nauta service disruptions?
Users are experiencing difficulties in recharging balances and checking their available time, leading to confusion and dissatisfaction with the service.
What is ETECSA doing to solve the Nauta service issues?
ETECSA's specialists are actively working to resolve the issue as quickly as possible, although no specific timeline has been provided.