{"id":3442,"date":"2024-03-15T12:45:01","date_gmt":"2024-03-15T17:45:01","guid":{"rendered":"https:\/\/avidtel.net\/?page_id=3442"},"modified":"2026-11-13T00:20:26","modified_gmt":"2026-11-13T05:20:26","slug":"pqr","status":"publish","type":"page","link":"https:\/\/avidtel.net\/?page_id=3442","title":{"rendered":"PQR"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"3442\" class=\"elementor elementor-3442\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0f1604c e-con-full e-flex e-con e-parent\" data-id=\"0f1604c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-594f4b9 elementor-widget elementor-widget-html\" data-id=\"594f4b9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"avl-tope\" 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label{position:relative;cursor:pointer;font-weight:500}#avl-pqr .rad input{position:absolute;opacity:0;width:1px;height:1px}#avl-pqr .rad label>span{display:inline-flex;align-items:center;min-height:44px;padding:.5rem 1rem;border-radius:999px;background:var(--soft);color:var(--foot);font-weight:700;font-size:.88rem;border:1.5px solid var(--line);transition:.2s}#avl-pqr .rad input:checked+span{background:var(--grad);color:#fff;border-color:transparent;text-shadow:0 1px 2px rgba(125,58,0,.45);box-shadow:0 10px 18px -10px rgba(196,90,0,.9)}#avl-pqr .rad input:focus-visible+span{outline:3px solid var(--ring);outline-offset:2px}#avl-pqr .f.bad .rad label>span{border-color:#B3261E}#avl-pqr .file{display:flex!important;align-items:center;gap:.8rem;border:2px dashed var(--line);border-radius:18px;padding:.9rem 1rem;background:var(--soft);cursor:pointer;color:var(--p);font-weight:500!important}#avl-pqr .file:hover{border-color:#F27C00}#avl-pqr .file span{color:var(--t);line-height:1.35}#avl-pqr 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.fg{grid-template-columns:minmax(0,1fr)}#avl-pqr fieldset{padding:.9rem .8rem 1rem}#avl-pqr .ok{flex-direction:column}#avl-pqr .term-acc .b{flex:1 1 100%}}#avl-pqr .excl{display:flex;gap:1rem;align-items:flex-start;background:var(--soft);border:2px solid var(--acc);border-radius:22px;padding:1.1rem 1.2rem;margin:0 0 1rem}#avl-pqr .excl h3{margin:.15rem 0 .4rem;font-size:1.05rem}#avl-pqr .excl-mail{margin:0 0 .5rem}#avl-pqr .excl .chk{margin-bottom:.5rem}#avl-pqr .excl-n{font-size:.84rem;color:var(--muted);margin:0}@media(max-width:600px){#avl-pqr .excl{flex-direction:column;gap:.6rem}}#avl-pqr #avl-pqr-cf7-slot:empty{display:none}#avl-pqr .wpcf7{margin-top:1rem}#avl-pqr .wpcf7 form p{margin:0}#avl-pqr .wpcf7 br{display:none}#avl-pqr .wpcf7-form-control-wrap{display:block}#avl-pqr .avl-pqr-cf7 input[type=file]{position:static;height:auto;opacity:1;overflow:visible;margin:0 0 .4rem;display:block;width:100%;font:inherit;font-size:.85rem;color:var(--t);background:var(--soft);border:2px dashed var(--line);border-radius:14px;padding:.6rem .8rem;cursor:pointer}#avl-pqr .wpcf7-radio{display:flex;flex-wrap:wrap;gap:.5rem}#avl-pqr .wpcf7-list-item{margin:0!important}#avl-pqr .auth .wpcf7-list-item label{display:flex;gap:.7rem;align-items:flex-start;font-size:.88rem;font-weight:400;color:var(--body);cursor:pointer}#avl-pqr .auth input[type=checkbox]{flex:none;width:22px;height:22px;margin:.1rem 0 0;accent-color:#E06F00}#avl-pqr .wpcf7-not-valid{border-color:#B3261E!important;background-color:#FFF7F5!important}#avl-pqr .wpcf7-not-valid-tip{color:#B3261E;font-size:.8rem;font-weight:500;margin-top:.3rem;display:block}#avl-pqr .wpcf7-submit{width:100%}#avl-pqr .wpcf7-spinner{margin:.6rem auto 0;display:block}#avl-pqr .wpcf7 form .wpcf7-response-output{margin:1rem 0 0;padding:.8rem 1rem;border-radius:14px;font-size:.9rem;border:2px solid #FFB020;background:#FFF8E5;color:var(--t)}#avl-pqr .wpcf7 form.sent .wpcf7-response-output{border-color:#25D366;background:#EFFCF3}#avl-pqr .wpcf7 form.invalid .wpcf7-response-output,#avl-pqr .wpcf7 form.failed .wpcf7-response-output{border-color:#B3261E;background:#FFF0ED;color:#8C1D18}<\/style><section id=\"avl-pqr\" aria-labelledby=\"avl-pqr-t\"><svg class=\"onda onda-a\" viewBox=\"0 0 390 110\" preserveAspectRatio=\"none\" aria-hidden=\"true\" focusable=\"false\"><defs><filter id=\"avlPqrBlur\" x=\"-10%\" y=\"-80%\" width=\"120%\" height=\"260%\"><feGaussianBlur stdDeviation=\"5\"\/><\/filter><\/defs><path d=\"M -20 26 C 70 -6, 170 32, 250 20 S 360 -6, 410 4\" fill=\"none\" stroke=\"#FFD27A\" stroke-width=\"9\" stroke-linecap=\"round\" opacity=\".75\" filter=\"url(#avlPqrBlur)\"\/><path d=\"M -20 26 C 70 -6, 170 32, 250 20 S 360 -6, 410 4\" fill=\"none\" stroke=\"#FFFFFF\" stroke-width=\"2\" stroke-linecap=\"round\" opacity=\".95\"\/><\/svg><svg class=\"onda onda-b\" viewBox=\"0 0 390 110\" preserveAspectRatio=\"none\" aria-hidden=\"true\" focusable=\"false\"><path d=\"M -20 60 C 80 30, 160 84, 260 58 S 360 30, 410 44\" fill=\"none\" stroke=\"#FFD27A\" stroke-width=\"9\" stroke-linecap=\"round\" opacity=\".75\" filter=\"url(#avlPqrBlur)\"\/><path d=\"M -20 60 C 80 30, 160 84, 260 58 S 360 30, 410 44\" fill=\"none\" stroke=\"#FFFFFF\" stroke-width=\"1.6\" stroke-linecap=\"round\" opacity=\".95\"\/><\/svg><svg class=\"onda onda-c\" viewBox=\"0 0 390 110\" preserveAspectRatio=\"none\" aria-hidden=\"true\" focusable=\"false\"><path d=\"M -20 40 C 90 70, 180 10, 270 38 S 360 70, 410 50\" fill=\"none\" stroke=\"#FFD27A\" stroke-width=\"9\" stroke-linecap=\"round\" opacity=\".75\" filter=\"url(#avlPqrBlur)\"\/><path d=\"M -20 40 C 90 70, 180 10, 270 38 S 360 70, 410 50\" fill=\"none\" stroke=\"#FFFFFF\" stroke-width=\"1.6\" stroke-linecap=\"round\" opacity=\".95\"\/><\/svg><div class=\"wrap\"><header class=\"cab\"><span class=\"eyebrow\">Atenci\u00f3n al usuario<\/span><h1 id=\"avl-pqr-t\">Peticiones, quejas, reclamos <span class=\"hl\">y recursos<\/span><\/h1><p class=\"lead\">Radique su solicitud por el canal que prefiera. Le entregamos constancia de radicaci\u00f3n y le respondemos en un m\u00e1ximo de 15 d\u00edas h\u00e1biles.<\/p><div class=\"cab-acc\"><a class=\"b b-pri\" href=\"#avl-pqr-radicar\"><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M21 3L10 14M21 3l-6.5 18-4-8-8-4z\"\/><\/svg> Radicar mi PQR<\/a><a class=\"b b-pill\" href=\"#terminacion\"><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M15 3h4a2 2 0 0 1 2 2v14a2 2 0 0 1-2 2h-4M10 17l5-5-5-5M15 12H3\"\/><\/svg> Terminar mi contrato<\/a><a class=\"b b-pill\" href=\"https:\/\/wa.me\/573112448956\" target=\"_blank\" rel=\"noopener\"><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M21 12a8 8 0 0 1-11.6 7.1L4 20l1-4.6A8 8 0 1 1 21 12z\"\/><path d=\"M8.5 12h.01M12 12h.01M15.5 12h.01\"\/><\/svg> WhatsApp<\/a><\/div><\/header><div class=\"lay\"><nav class=\"idx\" aria-label=\"Contenido de la p\u00e1gina\"><h2>En esta p\u00e1gina<\/h2><ol><li><a href=\"#avl-pqr-tipos\">Qu\u00e9 puede presentar<\/a><\/li><li><a href=\"#avl-pqr-canales\">Canales de atenci\u00f3n<\/a><\/li><li><a href=\"#avl-pqr-datos\">Qu\u00e9 debe incluir<\/a><\/li><li><a href=\"#avl-pqr-plazo\">Plazo y silencio positivo<\/a><\/li><li><a href=\"#avl-pqr-cun\">C\u00f3digo \u00danico Num\u00e9rico (CUN)<\/a><\/li><li><a href=\"#avl-pqr-recursos\">Recursos y SIC<\/a><\/li><li><a href=\"#terminacion\">Terminar mi contrato<\/a><\/li><li><a href=\"#avl-pqr-radicar\">Radicar en l\u00ednea<\/a><\/li><\/ol><\/nav><div class=\"main\"><article class=\"card\" id=\"avl-pqr-tipos\"><div class=\"card-h\"><span class=\"ic\"><svg width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M14 3H7a2 2 0 0 0-2 2v14a2 2 0 0 0 2 2h10a2 2 0 0 0 2-2V8z\"\/><path d=\"M14 3v5h5M9 13h6M9 17h4\"\/><\/svg><\/span><div><span class=\"num\">Paso 1<\/span><h2>\u00bfQu\u00e9 puede presentar?<\/h2><\/div><\/div><p>Como usuario de internet o televisi\u00f3n de Avidtel usted puede acudir a nosotros siempre que necesite algo del servicio o no est\u00e9 conforme con \u00e9l. La regulaci\u00f3n de la CRC agrupa estas solicitudes bajo el nombre de <strong>PQR<\/strong>.<\/p><div class=\"g2\"><div class=\"mini\"><h3><span class=\"ic ic-g\" style=\"width:34px;height:34px;border-radius:11px\"><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M14 3H7a2 2 0 0 0-2 2v14a2 2 0 0 0 2 2h10a2 2 0 0 0 2-2V8z\"\/><path d=\"M14 3v5h5M9 13h6M9 17h4\"\/><\/svg><\/span>Petici\u00f3n<\/h3><p>Cuando quiere pedir algo relacionado con su servicio: informaci\u00f3n, un cambio de plan, un traslado, una copia de su contrato o de su factura, una visita t\u00e9cnica.<\/p><\/div><div class=\"mini\"><h3><span class=\"ic ic-g\" style=\"width:34px;height:34px;border-radius:11px\"><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M21 12a8 8 0 0 1-11.6 7.1L4 20l1-4.6A8 8 0 1 1 21 12z\"\/><path d=\"M8.5 12h.01M12 12h.01M15.5 12h.01\"\/><\/svg><\/span>Queja<\/h3><p>Cuando est\u00e1 inconforme con la forma en que se le prest\u00f3 el servicio o con la atenci\u00f3n que recibi\u00f3 de nuestro personal.<\/p><\/div><div class=\"mini\"><h3><span class=\"ic ic-g\" style=\"width:34px;height:34px;border-radius:11px\"><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M12 3.5l9 15.5H3z\"\/><path d=\"M12 10v4M12 16.8v.01\"\/><\/svg><\/span>Reclamo<\/h3><p>Cuando hay una falla o un incumplimiento concreto: cobros que no reconoce, fallas en la conexi\u00f3n o en la se\u00f1al, condiciones del plan que no se est\u00e1n cumpliendo.<\/p><\/div><div class=\"mini\"><h3><span class=\"ic ic-g\" style=\"width:34px;height:34px;border-radius:11px\"><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M12 3v18M7 21h10M4 7h16M6.5 7L3.5 13.5a3 3 0 0 0 6 0zM17.5 7l-3 6.5a3 3 0 0 0 6 0z\"\/><\/svg><\/span>Recurso<\/h3><p>Cuando no est\u00e1 de acuerdo con la respuesta que le dimos y pide que la revisemos (reposici\u00f3n) y, si la mantenemos, que la decida la Superintendencia de Industria y Comercio (apelaci\u00f3n).<\/p><\/div><\/div><p class=\"nota\"><strong>Presentar una PQR no tiene costo<\/strong> y puede hacerlo usted mismo, sin abogado ni intermediarios. Si act\u00faa en nombre del titular del servicio, ind\u00edquelo en la solicitud.<\/p><\/article><article class=\"dark\" id=\"avl-pqr-canales\"><div class=\"card-h\"><span class=\"ic\"><svg width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M21 12a8 8 0 0 1-11.6 7.1L4 20l1-4.6A8 8 0 1 1 21 12z\"\/><path d=\"M8.5 12h.01M12 12h.01M15.5 12h.01\"\/><\/svg><\/span><div><span class=\"num\">Paso 2<\/span><h2>Canales de atenci\u00f3n<\/h2><\/div><\/div><p>Todos los canales reciben peticiones, quejas, reclamos, recursos y solicitudes de terminaci\u00f3n. Elija el que le quede m\u00e1s c\u00f3modo.<\/p><div class=\"canales\"><div class=\"canal canal-of\"><span class=\"ic\"><svg width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M12 21s7-6 7-11a7 7 0 1 0-14 0c0 5 7 11 7 11z\"\/><circle cx=\"12\" cy=\"10\" r=\"2.5\"\/><\/svg><\/span><div><h3>Oficinas de atenci\u00f3n<\/h3><ul class=\"sedes\"><li><strong>Sede principal:<\/strong> Cra. 17 # 20-16, Saravena, Arauca<\/li><li><strong>Sede Saravena:<\/strong> Cra. 14 # 26-74, Saravena, Arauca<\/li><li><strong>Sucursal Cubar\u00e1:<\/strong> Cra. 6\u00aa # 4-99, Cubar\u00e1, Boyac\u00e1<\/li><\/ul><p class=\"hor\"><svg width=\"16\" height=\"16\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><circle cx=\"12\" cy=\"12\" r=\"9\"\/><path d=\"M12 7v5l3.2 2\"\/><\/svg> Lunes a viernes de 8:00 a. m. a 6:00 p. m. \u00b7 S\u00e1bados de 8:00 a. m. a 12:00 m.<\/p><\/div><\/div><div class=\"canal\"><span class=\"ic\"><svg width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M5 4h3.5l2 5-2.5 1.5a11 11 0 0 0 5.5 5.5L15 13.5l5 2V19a2 2 0 0 1-2 2A16 16 0 0 1 3 6a2 2 0 0 1 2-2z\"\/><\/svg><\/span><div><h3>L\u00ednea gratuita<\/h3><p><a class=\"dato\" href=\"tel:018000930119\">01 8000 930 119<\/a><\/p><p class=\"sub\">Tel\u00e9fono: <a href=\"tel:+573507019611\">+57 350 701 96 11<\/a><\/p><\/div><\/div><div class=\"canal\"><span class=\"ic\"><svg width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M21 12a8 8 0 0 1-11.6 7.1L4 20l1-4.6A8 8 0 1 1 21 12z\"\/><path d=\"M8.5 12h.01M12 12h.01M15.5 12h.01\"\/><\/svg><\/span><div><h3>WhatsApp<\/h3><p><a class=\"dato\" href=\"https:\/\/wa.me\/573112448956\" target=\"_blank\" rel=\"noopener\">+57 311 244 8956<\/a><\/p><p class=\"sub\">Escr\u00edbanos o use el formulario de esta p\u00e1gina.<\/p><\/div><\/div><div class=\"canal\"><span class=\"ic\"><svg width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><rect x=\"3\" y=\"5\" width=\"18\" height=\"14\" rx=\"2\"\/><path d=\"M3.5 7l8.5 6 8.5-6\"\/><\/svg><\/span><div><h3>Correo electr\u00f3nico<\/h3><p><a class=\"dato dato-s\" href=\"mailto:protecciondedatos@avidtel.net\">protecciondedatos@avidtel.net<\/a><\/p><p class=\"sub\">Escriba desde el correo que registr\u00f3 con Avidtel.<\/p><\/div><\/div><div class=\"canal\"><span class=\"ic\"><svg width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><circle cx=\"12\" cy=\"12\" r=\"9\"\/><path d=\"M3 12h18M12 3a14 14 0 0 1 0 18M12 3a14 14 0 0 0 0 18\"\/><\/svg><\/span><div><h3>P\u00e1gina web<\/h3><p><a class=\"dato\" href=\"#avl-pqr-radicar\">Formulario en l\u00ednea<\/a><\/p><p class=\"sub\">Al final de esta p\u00e1gina, disponible todo el d\u00eda.<\/p><\/div><\/div><\/div><p class=\"hor-l\"><svg width=\"16\" height=\"16\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><circle cx=\"12\" cy=\"12\" r=\"9\"\/><path d=\"M12 7v5l3.2 2\"\/><\/svg> Horario de la l\u00ednea gratuita y de WhatsApp: lunes a viernes de 7:00 a. m. a 7:00 p. m. S\u00e1bados y domingos, atenci\u00f3n solo por WhatsApp.<\/p><\/article><article class=\"card\" id=\"avl-pqr-datos\"><div class=\"card-h\"><span class=\"ic\"><svg width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M9 6h11M9 12h11M9 18h11M4.5 6h.01M4.5 12h.01M4.5 18h.01\"\/><\/svg><\/span><div><span class=\"num\">Paso 3<\/span><h2>\u00bfQu\u00e9 debe incluir su solicitud?<\/h2><\/div><\/div><p>Para atenderla sin demoras, su PQR debe traer como m\u00ednimo:<\/p><ul class=\"chk\"><li>Su <strong>nombre completo<\/strong> (o la raz\u00f3n social, si es empresa).<\/li><li><strong>Tipo y n\u00famero de documento<\/strong> de identidad o NIT.<\/li><li>El <strong>n\u00famero de cuenta o de contrato<\/strong>, si lo tiene a mano (aparece en su factura).<\/li><li>El <strong>tipo de solicitud<\/strong>: petici\u00f3n, queja, reclamo o recurso.<\/li><li>Los <strong>hechos<\/strong>: qu\u00e9 pas\u00f3, desde cu\u00e1ndo y qu\u00e9 soluci\u00f3n espera.<\/li><li>Una <strong>direcci\u00f3n f\u00edsica o correo electr\u00f3nico<\/strong> y un tel\u00e9fono donde le llegue la respuesta.<\/li><li>Si los tiene, <strong>soportes<\/strong>: fotos, capturas de pantalla, facturas o comprobantes de pago.<\/li><\/ul><div class=\"consta\"><span class=\"ic ic-g\"><svg width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M5 12.5l4.5 4.5L19 7.5\"\/><\/svg><\/span><p><strong>Constancia de radicaci\u00f3n.<\/strong> Cuando recibimos su PQR le entregamos una constancia con la fecha de radicaci\u00f3n y su c\u00f3digo de seguimiento (CUN), por el mismo canal por el que la present\u00f3 (en la oficina, en el chat de WhatsApp o en su correo). Gu\u00e1rdela: con ella puede consultar el estado de su tr\u00e1mite.<\/p><\/div><\/article><article class=\"card\" id=\"avl-pqr-plazo\"><div class=\"card-h\"><span class=\"ic\"><svg width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><circle cx=\"12\" cy=\"12\" r=\"9\"\/><path d=\"M12 7v5l3.2 2\"\/><\/svg><\/span><div><span class=\"num\">Paso 4<\/span><h2>Plazo de respuesta y silencio administrativo positivo<\/h2><\/div><\/div><div class=\"big\"><div class=\"big-n\"><strong>15<\/strong><span>d\u00edas h\u00e1biles<\/span><\/div><p>Tenemos hasta <strong>15 d\u00edas h\u00e1biles<\/strong>, contados desde el d\u00eda en que radic\u00f3 su PQR, para darle una respuesta de fondo. Le enviamos la respuesta al correo electr\u00f3nico o a la direcci\u00f3n de contacto que indique en su PQR; si no indica ninguno, al correo que registr\u00f3 en su contrato. Si para resolverla necesitamos practicar pruebas (por ejemplo, una visita t\u00e9cnica), el plazo puede ampliarse hasta por 15 d\u00edas h\u00e1biles m\u00e1s, y se lo informaremos antes de que venza el primero.<\/p><\/div><h3>\u00bfY si no le respondemos a tiempo?<\/h3><p>Opera el <strong>silencio administrativo positivo<\/strong>: si vence el plazo y no ha recibido respuesta, su solicitud se entiende resuelta <strong>a su favor<\/strong>. En ese caso debemos hacer efectivo lo que pidi\u00f3 dentro de las 72 horas siguientes. Si no lo hacemos, puede informarlo a la Superintendencia de Industria y Comercio.<\/p><p class=\"refs\"><a class=\"ley\" href=\"https:\/\/normograma.mintic.gov.co\/mintic\/compilacion\/docs\/resolucion_crc_5050_2016.htm\" target=\"_blank\" rel=\"noopener\">Res. CRC 5050 de 2016, arts. 2.1.24.3 y 2.1.24.6<\/a><a class=\"ley\" href=\"https:\/\/www.crcom.gov.co\/es\/pagina\/regimen-proteccion-usuario\" target=\"_blank\" rel=\"noopener\">R\u00e9gimen de protecci\u00f3n de usuarios \u2013 CRC<\/a><\/p><\/article><article class=\"card\" id=\"avl-pqr-cun\"><div class=\"card-h\"><span class=\"ic\"><svg width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M5 9h14M5 15h14M10.5 4L8.5 20M15.5 4l-2 16\"\/><\/svg><\/span><div><span class=\"num\">Paso 5<\/span><h2>C\u00f3digo \u00danico Num\u00e9rico (CUN)<\/h2><\/div><\/div><p>Cada PQR que radica recibe un <strong>C\u00f3digo \u00danico Num\u00e9rico (CUN)<\/strong>: es el n\u00famero que identifica su tr\u00e1mite de principio a fin. Aparece en la constancia de radicaci\u00f3n y en nuestras respuestas, y es el dato que debe tener a mano si presenta un recurso o si acude a la Superintendencia de Industria y Comercio.<\/p><div class=\"g2\"><div class=\"mini\"><h3><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M5 9h14M5 15h14M10.5 4L8.5 20M15.5 4l-2 16\"\/><\/svg> C\u00f3mo se asigna<\/h3><p><span class=\"pend\">[PENDIENTE AVIDTEL: confirmar c\u00f3mo se asigna el CUN a cada PQR (sistema, momento y formato)]<\/span><\/p><\/div><div class=\"mini\"><h3><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M9 6h11M9 12h11M9 18h11M4.5 6h.01M4.5 12h.01M4.5 18h.01\"\/><\/svg> C\u00f3mo consultarlo<\/h3><p><span class=\"pend\">[PENDIENTE AVIDTEL: confirmar por qu\u00e9 canales se consulta el estado de la PQR con el CUN]<\/span><\/p><\/div><\/div><\/article><article class=\"card\" id=\"avl-pqr-recursos\"><div class=\"card-h\"><span class=\"ic\"><svg width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M12 3v18M7 21h10M4 7h16M6.5 7L3.5 13.5a3 3 0 0 0 6 0zM17.5 7l-3 6.5a3 3 0 0 0 6 0z\"\/><\/svg><\/span><div><span class=\"num\">Paso 6<\/span><h2>Si no est\u00e1 de acuerdo con la respuesta: recursos<\/h2><\/div><\/div><p>Si la respuesta a su queja o reclamo no le satisface, puede pedir que se revise. H\u00e1galo por cualquiera de nuestros canales, indicando el CUN y por qu\u00e9 no est\u00e1 de acuerdo.<\/p><ol class=\"pasos\"><li><span class=\"pn\">1<\/span><div><h3>Presente el recurso<\/h3><p>Dentro de los <strong>10 d\u00edas h\u00e1biles siguientes<\/strong> a la notificaci\u00f3n de nuestra respuesta, presente el <strong>recurso de reposici\u00f3n<\/strong> y, si lo desea, en el mismo escrito el de <strong>apelaci\u00f3n en subsidio<\/strong>.<\/p><\/div><\/li><li><span class=\"pn\">2<\/span><div><h3>Avidtel revisa su caso (reposici\u00f3n)<\/h3><p>Estudiamos de nuevo su solicitud y le respondemos dentro de los 15 d\u00edas h\u00e1biles siguientes.<\/p><\/div><\/li><li><span class=\"pn\">3<\/span><div><h3>Traslado a la SIC (apelaci\u00f3n)<\/h3><p>Si mantenemos total o parcialmente nuestra decisi\u00f3n y usted present\u00f3 la apelaci\u00f3n en subsidio, enviamos su expediente completo a la <strong>Superintendencia de Industria y Comercio (SIC)<\/strong>, que decide de fondo. No tiene que volver a radicar nada.<\/p><\/div><\/li><\/ol><p class=\"nota\"><strong>Consejo:<\/strong> presente los dos recursos a la vez (\u201creposici\u00f3n y en subsidio apelaci\u00f3n\u201d). As\u00ed, si no le damos la raz\u00f3n, su caso pasa a la SIC sin tr\u00e1mites adicionales. En el formulario de esta p\u00e1gina puede elegir esa opci\u00f3n.<\/p><p class=\"refs\"><a class=\"ley\" href=\"https:\/\/normograma.mintic.gov.co\/mintic\/compilacion\/docs\/resolucion_crc_5050_2016.htm\" target=\"_blank\" rel=\"noopener\">Res. CRC 5050 de 2016, art. 2.1.24.5<\/a><a class=\"ley\" href=\"https:\/\/www.sic.gov.co\" target=\"_blank\" rel=\"noopener\">Superintendencia de Industria y Comercio<\/a><\/p><\/article><article class=\"card card-term\" id=\"terminacion\"><div class=\"card-h\"><span class=\"ic ic-g\"><svg width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M15 3h4a2 2 0 0 1 2 2v14a2 2 0 0 1-2 2h-4M10 17l5-5-5-5M15 12H3\"\/><\/svg><\/span><div><span class=\"num\">Paso 7<\/span><h2>Terminar mi contrato<\/h2><\/div><\/div><p>Usted puede terminar su contrato con Avidtel <strong>en cualquier momento<\/strong>. No necesita presentar documentos adicionales ni explicar el motivo: basta con que nos lo pida.<\/p><div class=\"excl\"><span class=\"ic ic-g\"><svg width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><rect x=\"3\" y=\"5\" width=\"18\" height=\"14\" rx=\"2\"\/><path d=\"M3.5 7l8.5 6 8.5-6\"\/><\/svg><\/span><div><h3>Correo exclusivo para terminar el contrato<\/h3><p class=\"excl-mail\"><span class=\"pend\">[PENDIENTE AVIDTEL: correo exclusivo para terminaci\u00f3n, p. ej. terminacion@avidtel.net]<\/span><\/p><ul class=\"chk\"><li>Escriba <strong>desde el correo que registr\u00f3<\/strong> al contratar (o el que actualiz\u00f3 despu\u00e9s con nosotros).<\/li><li>Indique su <strong>n\u00famero de cuenta o de contrato<\/strong> (aparece en su factura).<\/li><li>Le respondemos <strong>al mismo correo<\/strong> desde el que hizo la solicitud.<\/li><\/ul><p class=\"excl-n\">Este correo existe solo para recibir solicitudes de terminaci\u00f3n, como lo exige la CRC a los operadores con menos de 30.000 accesos, desde el 1 de diciembre de 2026 para quienes prestan \u00fanicamente servicios fijos. <span class=\"pend\">[PENDIENTE AVIDTEL: confirmar que Avidtel tiene menos de 30.000 accesos; si tiene m\u00e1s, debe habilitar un canal digital exclusivo]<\/span><\/p><\/div><\/div><div class=\"g3\"><div class=\"mini\"><h3><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M21 12a8 8 0 0 1-11.6 7.1L4 20l1-4.6A8 8 0 1 1 21 12z\"\/><path d=\"M8.5 12h.01M12 12h.01M15.5 12h.01\"\/><\/svg> Por cualquier canal<\/h3><p>Adem\u00e1s del correo exclusivo, puede pedirla en la oficina, por la l\u00ednea gratuita, por WhatsApp o con el formulario de esta p\u00e1gina (opci\u00f3n \u201cTerminaci\u00f3n de contrato\u201d).<\/p><\/div><div class=\"mini\"><h3><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M14 3H7a2 2 0 0 0-2 2v14a2 2 0 0 0 2 2h10a2 2 0 0 0 2-2V8z\"\/><path d=\"M14 3v5h5M9 13h6M9 17h4\"\/><\/svg> Respuesta y certificado<\/h3><p>Le respondemos dentro de los <strong>15 d\u00edas h\u00e1biles<\/strong> siguientes a su solicitud. Si la terminaci\u00f3n procede, adjuntamos la <strong>certificaci\u00f3n<\/strong> con su nombre y documento, la fecha de la solicitud, el CUN, los servicios terminados y la fecha en que se hace efectiva.<\/p><\/div><div class=\"mini\"><h3><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M21 8l-9-5-9 5v8l9 5 9-5z\"\/><path d=\"M3 8l9 5 9-5M12 13v8\"\/><\/svg> Recogida de equipos<\/h3><p>Coordinamos con usted la devoluci\u00f3n o recogida de los equipos entregados en comodato (ONT, decodificador). <span class=\"pend\">[PENDIENTE AVIDTEL: confirmar si la recogida es en el domicilio, sin costo, y en qu\u00e9 plazo]<\/span><\/p><\/div><\/div><h3>\u00bfY si pact\u00f3 una cl\u00e1usula de permanencia?<\/h3><p>Solo aplica si al contratar acept\u00f3 una <strong>cl\u00e1usula de permanencia m\u00ednima<\/strong> a cambio de un beneficio (por ejemplo, descuento en la instalaci\u00f3n o en los equipos). Esa permanencia no puede superar <strong>un a\u00f1o<\/strong> ni renovarse. Si termina antes de que se cumpla, solo paga el valor que falte seg\u00fan lo pactado en su contrato y en su factura; nunca una multa.<\/p><p>Cl\u00e1usula de permanencia en los planes de Avidtel y su valor: <span class=\"pend\">[PENDIENTE AVIDTEL: indicar si los planes tienen cl\u00e1usula de permanencia, su duraci\u00f3n y el valor a pagar por terminaci\u00f3n anticipada]<\/span><\/p><p class=\"nota\">La terminaci\u00f3n no le exime de pagar los servicios ya prestados hasta la fecha en que se haga efectiva. Si no tiene permanencia, no hay ning\u00fan cobro por terminar.<\/p><p class=\"refs\"><a class=\"ley\" href=\"https:\/\/normograma.mintic.gov.co\/mintic\/compilacion\/docs\/resolucion_crc_5050_2016.htm\" target=\"_blank\" rel=\"noopener\">Res. CRC 5050 de 2016, arts. 2.1.4.1 y 2.1.8.4<\/a><a class=\"ley\" href=\"https:\/\/normograma.crcom.gov.co\/crc\/compilacion\/docs\/pdf\/R_CRC_8171_2026.pdf\" target=\"_blank\" rel=\"noopener\">Res. CRC 8171 de 2026, art. 6<\/a><a class=\"ley\" href=\"\/?page_id=5259\">Contratos<\/a><a class=\"ley\" href=\"\/?page_id=5268\">Precios<\/a><\/p><div class=\"term-acc\"><a class=\"b b-pri\" href=\"#avl-pqr-radicar\" data-tipo=\"Terminaci\u00f3n de contrato\"><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M15 3h4a2 2 0 0 1 2 2v14a2 2 0 0 1-2 2h-4M10 17l5-5-5-5M15 12H3\"\/><\/svg> Solicitar la terminaci\u00f3n en l\u00ednea<\/a><a class=\"b b-sec\" href=\"tel:018000930119\"><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M5 4h3.5l2 5-2.5 1.5a11 11 0 0 0 5.5 5.5L15 13.5l5 2V19a2 2 0 0 1-2 2A16 16 0 0 1 3 6a2 2 0 0 1 2-2z\"\/><\/svg> 01 8000 930 119<\/a><\/div><\/article><article class=\"card card-form\" id=\"avl-pqr-radicar\"><div class=\"card-h\"><span class=\"ic ic-g\"><svg width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M21 3L10 14M21 3l-6.5 18-4-8-8-4z\"\/><\/svg><\/span><div><span class=\"num\">Paso 8<\/span><h2>Radique su PQR en l\u00ednea<\/h2><\/div><\/div><p>Complete el formulario. Al enviarlo se abre WhatsApp con su solicitud ya redactada; solo tiene que pulsar <strong>enviar<\/strong> en el chat. Si lo prefiere, env\u00edela por correo. Recibir\u00e1 la <strong>constancia de radicaci\u00f3n<\/strong> con su CUN por el mismo medio. Los campos con <span class=\"req\">*<\/span> son obligatorios.<\/p><form class=\"frm\" id=\"avl-pqr-frm\" novalidate><fieldset><legend><span>1<\/span> Sus datos<\/legend><div class=\"fg\"><div class=\"f\"><label for=\"avl-f-nom\">Nombres <span class=\"req\">*<\/span><\/label><input id=\"avl-f-nom\" name=\"nombres\" type=\"text\" autocomplete=\"given-name\" required maxlength=\"80\"><small class=\"err\"><\/small><\/div><div class=\"f\"><label for=\"avl-f-ape\">Apellidos <span class=\"req\">*<\/span><\/label><input id=\"avl-f-ape\" name=\"apellidos\" type=\"text\" autocomplete=\"family-name\" required maxlength=\"80\"><small class=\"err\"><\/small><\/div><div class=\"f\"><label for=\"avl-f-tdoc\">Tipo de documento <span class=\"req\">*<\/span><\/label><select id=\"avl-f-tdoc\" name=\"tipo_documento\" required><option value=\"\">Seleccione\u2026<\/option><option>C\u00e9dula de ciudadan\u00eda<\/option><option>C\u00e9dula de extranjer\u00eda<\/option><option>NIT<\/option><option>Tarjeta de identidad<\/option><option>Pasaporte<\/option><option>Permiso por Protecci\u00f3n Temporal (PPT)<\/option><\/select><small class=\"err\"><\/small><\/div><div class=\"f\"><label for=\"avl-f-doc\">N\u00famero de documento <span class=\"req\">*<\/span><\/label><input id=\"avl-f-doc\" name=\"numero_documento\" type=\"text\" inputmode=\"numeric\" required maxlength=\"20\" placeholder=\"Sin puntos ni espacios\"><small class=\"err\"><\/small><\/div><div class=\"f f-2\"><label for=\"avl-f-cta\">N\u00famero de cuenta o contrato <span class=\"opc\" id=\"avl-f-cta-opc\">(si lo tiene)<\/span><\/label><input id=\"avl-f-cta\" name=\"cuenta\" type=\"text\" maxlength=\"30\" placeholder=\"Aparece en su factura\"><small class=\"err\"><\/small><\/div><\/div><\/fieldset><fieldset><legend><span>2<\/span> Datos de contacto<\/legend><div class=\"fg\"><div class=\"f\"><label for=\"avl-f-mail\">Correo electr\u00f3nico <span class=\"req\">*<\/span><\/label><input id=\"avl-f-mail\" name=\"correo\" type=\"email\" autocomplete=\"email\" required maxlength=\"120\" placeholder=\"nombre@correo.com\"><small class=\"err\"><\/small><\/div><div class=\"f\"><label for=\"avl-f-tel\">Tel\u00e9fono celular <span class=\"req\">*<\/span><\/label><input id=\"avl-f-tel\" name=\"telefono\" type=\"tel\" autocomplete=\"tel\" inputmode=\"tel\" required maxlength=\"20\" placeholder=\"Ej.: 311 244 8956\"><small class=\"err\"><\/small><\/div><div class=\"f\"><label for=\"avl-f-mun\">Municipio <span class=\"req\">*<\/span><\/label><input id=\"avl-f-mun\" name=\"municipio\" type=\"text\" required maxlength=\"60\" placeholder=\"Ej.: Saravena\"><small class=\"err\"><\/small><\/div><div class=\"f\"><label for=\"avl-f-dir\">Direcci\u00f3n <span class=\"req\">*<\/span><\/label><input id=\"avl-f-dir\" name=\"direccion\" type=\"text\" autocomplete=\"street-address\" required maxlength=\"120\" placeholder=\"Barrio, calle o carrera y n\u00famero\"><small class=\"err\"><\/small><\/div><\/div><\/fieldset><fieldset><legend><span>3<\/span> Su solicitud<\/legend><div class=\"fg\"><div class=\"f f-2\"><label for=\"avl-f-tipo\">Tipo de solicitud <span class=\"req\">*<\/span><\/label><select id=\"avl-f-tipo\" name=\"tipo_solicitud\" required><option value=\"\">Seleccione\u2026<\/option><option>Petici\u00f3n<\/option><option>Queja<\/option><option>Reclamo<\/option><option>Recurso de reposici\u00f3n<\/option><option>Recurso de reposici\u00f3n y en subsidio apelaci\u00f3n<\/option><option>Terminaci\u00f3n de contrato<\/option><\/select><small class=\"err\"><\/small><\/div><div class=\"f f-2\" id=\"avl-f-cun-w\" hidden><label for=\"avl-f-cun\">CUN o n\u00famero de la respuesta que recurre <span class=\"req\">*<\/span><\/label><input id=\"avl-f-cun\" name=\"cun\" type=\"text\" maxlength=\"40\"><small class=\"err\"><\/small><\/div><div class=\"f f-2\" role=\"radiogroup\" aria-labelledby=\"avl-f-serv-l\" id=\"avl-f-serv-g\"><span class=\"lbl\" id=\"avl-f-serv-l\">Servicio <span class=\"req\">*<\/span><\/span><div class=\"rad\"><label><input type=\"radio\" name=\"servicio\" value=\"Internet\" required><span>Internet<\/span><\/label><label><input type=\"radio\" name=\"servicio\" value=\"Televisi\u00f3n\"><span>Televisi\u00f3n<\/span><\/label><label><input type=\"radio\" name=\"servicio\" value=\"Internet y Televisi\u00f3n\"><span>Internet y Televisi\u00f3n<\/span><\/label><label><input type=\"radio\" name=\"servicio\" value=\"Otro\"><span>Otro<\/span><\/label><\/div><small class=\"err\"><\/small><\/div><div class=\"f f-2\"><label for=\"avl-f-desc\">Descripci\u00f3n de los hechos <span class=\"req\">*<\/span><\/label><textarea id=\"avl-f-desc\" name=\"descripcion\" rows=\"6\" required maxlength=\"2000\" placeholder=\"Cu\u00e9ntenos qu\u00e9 pas\u00f3, desde cu\u00e1ndo y qu\u00e9 soluci\u00f3n espera.\"><\/textarea><div class=\"cnt\"><small class=\"err\"><\/small><small class=\"cc\" aria-live=\"polite\">0 \/ 2000<\/small><\/div><\/div><div class=\"f f-2\"><span class=\"lbl\">Documentos adjuntos <span class=\"opc\">(opcional)<\/span><\/span><label class=\"file\" for=\"avl-f-adj\"><svg width=\"20\" height=\"20\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M20.5 11.5l-8.2 8.2a5 5 0 0 1-7-7L13.8 4a3.4 3.4 0 0 1 4.9 4.9l-8.5 8.5a1.8 1.8 0 0 1-2.6-2.6L15.4 7\"\/><\/svg><span><strong>Elegir archivos<\/strong><br><small>PDF, Word, JPG o PNG \u00b7 hasta 3 archivos de 5 MB<\/small><\/span><\/label><input id=\"avl-f-adj\" name=\"adjuntos\" type=\"file\" multiple accept=\".pdf,.doc,.docx,.jpg,.jpeg,.png,image\/*,application\/pdf\"><ul class=\"flist\" id=\"avl-f-flist\"><\/ul><small class=\"err\"><\/small><small class=\"hint\">WhatsApp y el correo no reciben los archivos autom\u00e1ticamente: cuando se abra el chat o el correo, adj\u00fantelos ah\u00ed antes de enviar.<\/small><\/div><\/div><\/fieldset><div class=\"auth f\"><label class=\"ck\"><input id=\"avl-f-auth\" name=\"autorizacion\" type=\"checkbox\" required><span>Declaro que soy mayor de 18 a\u00f1os y autorizo a AVIDTEL S.A.S ZESE a tratar mis datos personales para radicar, tramitar y responder esta solicitud, de acuerdo con su <a href=\"https:\/\/avidtel.net\/?page_id=3022\" target=\"_blank\" rel=\"noopener\">Pol\u00edtica de tratamiento de datos personales<\/a>. <span class=\"req\">*<\/span><\/span><\/label><small class=\"err\"><\/small><\/div><div class=\"send\"><button class=\"b b-wa\" type=\"submit\"><svg width=\"20\" height=\"20\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M21 12a8 8 0 0 1-11.6 7.1L4 20l1-4.6A8 8 0 1 1 21 12z\"\/><path d=\"M8.5 12h.01M12 12h.01M15.5 12h.01\"\/><\/svg> Enviar por WhatsApp<\/button><button class=\"b b-sec\" type=\"button\" id=\"avl-f-mailbtn\"><svg width=\"20\" height=\"20\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><rect x=\"3\" y=\"5\" width=\"18\" height=\"14\" rx=\"2\"\/><path d=\"M3.5 7l8.5 6 8.5-6\"\/><\/svg> Enviar por correo<\/button><\/div><p class=\"err-all\" id=\"avl-f-errall\" role=\"alert\" hidden><\/p><\/form><div class=\"ok\" id=\"avl-pqr-ok\" hidden tabindex=\"-1\"><span class=\"ic ic-g\"><svg width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M5 12.5l4.5 4.5L19 7.5\"\/><\/svg><\/span><div><h3>Su solicitud est\u00e1 lista<\/h3><p>Se abri\u00f3 WhatsApp con el texto de su PQR. <strong>Pulse enviar en el chat<\/strong> (y adjunte ah\u00ed sus archivos, si los tiene). Le responderemos con la constancia de radicaci\u00f3n y su CUN. Si WhatsApp no se abri\u00f3, use los botones:<\/p><div class=\"send\"><a class=\"b b-wa\" id=\"avl-ok-wa\" href=\"https:\/\/wa.me\/573112448956\" target=\"_blank\" rel=\"noopener\"><svg width=\"20\" height=\"20\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><path d=\"M21 12a8 8 0 0 1-11.6 7.1L4 20l1-4.6A8 8 0 1 1 21 12z\"\/><path d=\"M8.5 12h.01M12 12h.01M15.5 12h.01\"\/><\/svg> Abrir WhatsApp<\/a><a class=\"b b-sec\" id=\"avl-ok-mail\" href=\"mailto:protecciondedatos@avidtel.net\"><svg width=\"20\" height=\"20\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\" aria-hidden=\"true\"><rect x=\"3\" y=\"5\" width=\"18\" height=\"14\" rx=\"2\"\/><path d=\"M3.5 7l8.5 6 8.5-6\"\/><\/svg> Enviar por correo<\/a><button class=\"b b-sec\" type=\"button\" id=\"avl-ok-edit\">Editar solicitud<\/button><\/div><\/div><\/div><p class=\"nota\">Sus datos se usan solo para atender esta solicitud. El env\u00edo por WhatsApp o correo se hace desde su propio tel\u00e9fono o cuenta; si no puede usarlos, ac\u00e9rquese a la oficina o llame a la l\u00ednea gratuita <a href=\"tel:018000930119\">01 8000 930 119<\/a>.<\/p><\/article><\/div><\/div><footer class=\"pie\"><a class=\"crc\" href=\"https:\/\/www.crcom.gov.co\/es\/pagina\/regimen-proteccion-usuario\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.crcom.gov.co\/pp\/bannerO.gif\" alt=\"CRC \u2013 R\u00e9gimen de protecci\u00f3n de los derechos de los usuarios de servicios de comunicaciones\" width=\"150\" height=\"50\" loading=\"lazy\"><span>Conozca sus derechos como usuario de servicios de comunicaciones<\/span><\/a><nav class=\"pie-links\" aria-label=\"P\u00e1ginas relacionadas\"><a href=\"https:\/\/avidtel.net\/?page_id=3022\">Datos personales<\/a><a href=\"\/?page_id=5267\">Pol\u00edticas<\/a><a href=\"\/?page_id=2751\">Normatividad<\/a><a href=\"\/?page_id=5259\">Contratos<\/a><a href=\"\/?page_id=5262\">Preguntas frecuentes<\/a><a href=\"\/?page_id=5261\">Denuncia<\/a><a href=\"https:\/\/www.sic.gov.co\" target=\"_blank\" rel=\"noopener\">SIC<\/a><\/nav><p class=\"legal\">AVIDTEL S.A.S ZESE \u00b7 NIT 900291713-5 \u00b7 Cra. 17 # 20-16, Saravena, Arauca \u00b7 <a href=\"tel:018000930119\">01 8000 930 119<\/a> \u00b7 <a href=\"mailto:protecciondedatos@avidtel.net\">protecciondedatos@avidtel.net<\/a><\/p><\/footer><\/div><\/section><script>\n(function(){\nvar R=document.getElementById('avl-pqr'); if(!R||R.dataset.ready)return; R.dataset.ready='1';\nvar WA='573112448956', MAIL='protecciondedatos@avidtel.net', POL='https:\/\/avidtel.net\/?page_id=3022';\nvar links=[].slice.call(R.querySelectorAll('.idx a'));\nif('IntersectionObserver' in window&&links.length){\nvar io=new 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