Frequent questions

1. What is this service?

   This service consists on the purchase over the internet of a cuban temporary mobile line that includes: 6GB + 100 Minutes + 100 SMS.

2. Who is this service for?

   It is designed for tourists who visit the island for a short period of time. For your purchase you need to have a foreign passport.

3. How can I buy this service?

   You need to create an account in our site: www.suenacuba.com after that go to Menu option Buy CubacelTur SIM Card.

4. Can I purchase this offer in a commercial unit of ETECSA?

   No. This offer will only be available on our page: www.suenacuba.com

5. Can you buy this offer while in Cuba?

   Yes. It can be purchased through our page : www.suenacuba.com using credit cards, debit or Paypal account according to the case.

6. Once the purchase has been made, where can I pick it up?

   You can pick up the card at Terminal 3 of the José Martí Airport, at the Etecsa stand in Concourse C of the airport, right after passing immigration, at the airports of Holguín, Varadero, Camagüey, Cayo Coco and Santiago de Cuba, at the Etecsa/CubaCelTur stands, or at the commercial units of ETECSA.

7. Where can I pick up the tourist sim card in Varadero?

   There is an Etecsa/Cubatur stand at Varadero Airport. It's open 24/7.

   

   However, in case of any kind of difficulty you can go through one of the following ETECSA offices and pick up the Cubacel Tur sim there:

   • Commercial Office. 30 Varadero Street. (8:30am - 7:00pm)
   • Commercial Office. 42nd Street. Varadero. (8:30am - 7:00pm)
   • Commercial Office. Hicacos: 44th Street in Varadero. ETECSA Office in Hicacos Shopping Center (10:00 am - 10:00 pm)
   • Commercial Office. Plaza América: ETECSA Office in Plaza América Shopping Center. Varadero. (8:30 a.m. - 7:00 p.m.)
   • ETECSA Minipoint. Calle 53. Varadero (8:30 am - 7:00 pm)
   • ETECSA Minipoint. Boulevard Varadero (10:00 am - 10:00 pm)


8. What is the address of the additional commercial offices outside the airports?

   Province	Office	Address
   Pinar del Río	CENTRO MULTISERVICIOS MARTI MLC	Martí No.33 entre Gerado de Medina e Isabel Rubio Pinar del Río
   La Habana (Vedado)	CMS Paseo 17 MLC	Calle 17 # 701 esq. A, Vedado Plaza de la Revolución
   La Habana (Habana Vieja)	CENTRO MULTISERVICIOS OBISPO MLC	Obispo 457-459 e/ Villegas y Aguacate, La Habana Vieja
   La Habana (Centro Habana)	MINIPUNTO PLAZA CARLOS III MLC	Ave Salvador Allende esq. Arbol Seco, Centro Habana
   La Habana (Guanabo)	MINIPUNTO GUANABO MLC	Calle 5ta C entre 490A y 492, Guanabo, Habana del Este.
   La Habana (Cubanacán)	Oficina Comercial Nautico MLC	Ave 5ta # 15204 esq 152.Rpto Naútico, Playa
   La Habana (MTC)	MINIPUNTO MTC MLC	Ave 5ta y 79 Miramar Playa, Edificio Barcelona, MTC
   Matanzas	Oficina Comercial La Catedral Matanzas MLC	Calle Milanes entre Jovellanos y Ayuntamiento. Matanzas
   Matanzas (Varadero)	Oficina Comercial Playa Azul Varadero MLC	Calle 30 entre 1era y 3era Varadero, Matanzas
   Villa Clara	OFICINA COMERCIAL Santa Clara MLC	Calle Alfredo Barreras # 6 e/ Villuendas Máximo Gómez. Santa Clara, Villa Clara
   Cienfuegos	Oficina Comercial Cienfuegos MLC	Calle 31 e/ 54 y 56. Cienfuegos
   Sancti Spiritus	OFICINA COMERCIAL DE SERVICIOS MÓVILES MLC	Bartolomé Masó # 61 e/ Cmdte Fajardo e Isabel Ma de Valdivia. Sancti Spíritus.
   Ciego de Ávila	MINIPUNTO 12 PLANTAS MLC	Honorato Castillo s/n e/ Independencia y Libertad, Ciego de Ávila
   Camagüey	Oficina Comercial Camaguey MLC	Calle Avellaneda # 271 e/ San Esteban y Correa. Camagüey
   Las Tunas	Oficina Comercial Las Tunas MLC	Calle Francisco Vega No. 237 e/ Lucas Ortíz y Vicente García. Las Tunas
   Holguín	Punto de Ventas Centro de Negocios MLC	Carretera Central e/ Martí y Holguín. Centro de Negocios AUSA. Holguín
   Holguín (Moa)	Punto de ventas Mineros Moa MLC	Ave. 1ro de Mayo s/n. Moa. Holguín.
   Granma	MINIPUNTO JESUS MENENDEZ MLC	Ave. Antonio Maceo s/n e/ Ave. Granma y 2da. Rpto. Jesús Menéndez. Bayamo, Granma
   Granma (Manzanillo)	MINIPUNTO MANZANILLO	Calle Martí No. 187 e/ Niceto López y Perucho Figueredo. Manzanillo, Granma
   Santiago de Cuba	Oficina Comercial Santiago de Cuba	Ave Heredia s/n e/ San Pedro y Santo Tomás. Santiago de Cuba
   Guantánamo	Oficina Comercial Guantánamo MLC	Calle Aguilera e/ Los Maceo y Calixto García. Guantánamo
   Guantánamo (Baracoa)	Oficina Comercial Baracoa MLC	Calle Maceo # 138 e/ Rafael Trejo y Frank País. Baracoa, Guantánamo
   Isla de la Juventud	Oficina MLC	Calle 41 No. 2408 esq. 28 Nueva Gerona, Isla de la Juventud
   Mayabeque	Oficina Comercial Mayabeque MLC	Ave 47 esq. 82 San José de las Lajas, Mayabeque
   Artemisa	Minipunto MLC Artemisa	Calle 48 esq 33. Artemisa
   Artemisa (Mariel)	Minipunto MLC ZEDM	Centro de Negocios # 1 Zona Desarrollo Mariel

9. If I couldn't collect the card at the airport, what can I do?

   You can go to an ETECSA business unit to collect it.

10. What characteristics must the phone have to be able to use the service?

    To use the service, your phone must be unlocked and operate in:

    NETWORK	BAND	FREQUENCY
    3G	8	900
    3G	1	2100
    4G	3	1800

    To use the Data you must configure the nauta access point on your phone:

    Name:	nauta
    APN:	nauta

11. What can I do if my phone does not allow me to use the service?

    If you have any problems with the service, you can call the customer service numbers: 52642266 and 118.

12. Is it a promotion or is it a permanent offer?

    CubacelTur is a new service that will be permanently available.

13. What is the price to obtain the service?

    The price is $ 34.99 USD.

14. How many services can a customer buy?

    There is no limit. The client will be able to acquire the service every time he enters the country, as long as he does not have more than three active lines at the same time.

15. Is the line permanent?

    No, the line is temporary. It is valid for 30 days from its activation with the call to * 666.

16. Once in Cuba, if I no longer want the service, can I cancel it in an ETECSA business unit?

    No. If you have not collected your card because you no longer want the service, you must make the claim with us.

17. When the basic package is finished, will I be able to recharge or purchase new packages?

    Yes, you can purchase additional data packages that are available in our service www.suenacuba.com

18. What is the price of the additional packages?

    10 GB	$ 20.00
    20 GB	$ 35.00
    50 GB	$ 70.00

19. If I buy an additional data package, does it add to what I have left?

    Yes, if you have MB available and purchase an additional package, the new Data is added to the existing Data

20. If I buy an additional package, can I extend the life cycle of the line?

    No. This line is temporary, so it will only be available for 30 days, it cannot be extended even if you buy the additional packages. These will only increase your Data.

21. Can I receive national and international calls?

    Yes, you can receive national and international calls.

    You should be aware that calls received from a national mobile number and international calls will be free of charge; while calls received from a national fixed number will not be free of cost.

22. Can I make national and international calls?

    Yes. You can make national and international calls as long as you have available minutes.

23. If I run out of minutes, can I buy more?

    No, you can only purchase additional Data options, not minutes.

24. If I ran out of SMS, can I buy more?

    No, you can only purchase additional Data options, not SMS.

25. What should I do in case of loss or deterioration of the SIM?

    In case of loss of the SIM you can request it in any commercial unit of ETECSA, where you can also make the change of it if you require it. In both cases, you must pay according to the current price in the official rate and in the authorized currencies (CUC, CUP).

26. Before the line expires, can I transfer the MB, minutes and SMS that I have available?

    No. The MB, minutes and SMS that you have cannot be transferred.

27. Can I change my phone number?

    No, the number change service is not available for this type of offer.

28. Can I pass the line to a friend?

    No. The line cannot be transfered to another person.

29. How can I check the MB that I have? How can I check what time I have left for the line to drop?

    Through the query * 222 * 887 # you can know the MB, Minutes and SMS available and the end date of your offer.

30. ¿Puedo consultar mis operaciones?

    Sí. Para esto debe dirigirse a una unidad comercial de ETECSA y solicitar el servicio de reporte de llamadas. Deberá abonar el precio vigente en la tarifa oficial y en las monedas autorizadas (CUC, CUP).

31. Si se me pierde la línea ¿puedo bloquearla?

    Sí, usted puede solicitar el bloqueo de su línea a través del servicio atención al cliente o en una unidad comercial de ETECSA.

    Si desea desbloquearla debe hacerlo personalmente en una unidad comercial de ETECSA, sin costo adicional.  (Ver pregunta 25).

32. ¿Puedo recargar mi número desde el exterior o desde una página web?

    Esta línea solo puede ser recargada con la compra de los paquetes disponibles para esta oferta y aparecen publicados en nuestra página www.suenacuba.com