Cantv explained how the service restoration process will be for delinquent customers

Caracas.- The president of the National Telephone Company of Venezuela (Cantv), M/G Jesús Aldana, indicated this Monday in Venezolana de Televisión that there will be a period of 60 days that opens for a waiting and negotiation process with the user where the The aforementioned party must provide justifications as to why they have not paid, either due to a breakdown or because they are in a “zone of silence” (where the connections and installations were stolen).

Next, the Cantv is called to talk with the user, and review the reasons given for their delinquency, then payment plans are established so that they honor their debt; clarifying that it is important that all those who have a fault must report it through the relevant channels.

He also recommended the use of the virtual assistant of the company’s portal, Cati, adding that it is an efficient way to channel requests and complaints.

Jesús Aldana stressed that, if the veracity of the information provided by the user is corroborated, a process of “if it does not work, I will not charge you” is passed. These mechanisms, in his opinion, allow Cantv to know how many faults there are in the country and the response times to solve them.

There is a process of investigation of each case and negotiation with the client and he even mentioned that it is possible to make a payment schedule, when the balance is very high.

company balance sheet

He asserted that 20% of the planning has been fulfilled. In the first three months of 2022, 345,000 breakdowns have been repaired and the service returned to “silent zones”, emphasizing that out of 658,000 users and some 458,000 have no problems.

The president of Cantv argued that they are working to recover the standard of attention to users in which they would answer the call for a maximum of 72 hours and solve the fault, although he admitted that they have not yet been able to achieve that goal.

He also assured that they have been working on a transition from copper to fiber optics, for which they have alliances made with private companies in order to be able to meet the objectives and massify this new service.

Cantv plans to build some 145,000 optical ports by 2022 to promote this transition and improve the service provided throughout the country, especially in entities such as Zulia, Carabobo and Aragua, where there are navigation plans superior to those known.