Virtual visit
The fast, efficient, and secure alternative that allows you to receive technical assistance before the on-site connection visit.
Do you have a service request?
You now have an innovative alternative to make handling your request faster, more convenient, and more secure: VIRTUAL VISIT
This visit allows you to receive remote assistance to ensure that the connection point complies with the required technical (electrical and construction) specifications.
This way, when our field personnel arrive to perform the service connection, the visit will be faster and more effective. Our specialized staff will guide you through the process required to obtain your service connection.
Virtual visit process
Learn the step-by-step Virtual Visit process when requesting a new connection project.
The Virtual Visit is a pre-connection assistance service through which the conditions of the connection point and electrical installation are evaluated remotely, without requiring our personnel to visit the property.
How does the virtual visit work?
During the Virtual Visit, one of our representatives conducts a remote observation to verify that conditions are suitable for the service connection. As a result of this assistance, a connection visit (field operation where the property is connected to the electrical grid and meters are installed) will be scheduled, or, if necessary, you will be notified of any required work or documents needed to proceed with the connection request.
In which cases is it possible?
A Virtual Visit is possible only when a simple remote observation through your mobile phone’s video camera (or that of a person designated by you) is sufficient to determine the connection work required. Please remember to have previously submitted the required documents according to your request here.
Initially, the Virtual Visit will be available for standard connection requests.
Why was this new inspection method introduced?
Enel Colombia has always been committed to promoting sustainability values (reducing CO₂ emissions by limiting vehicle travel and reducing paper usage) for the benefit of the community, as well as making your life easier. That is why we innovate and continuously create new functionalities so you can access our services in a fast, convenient, and secure way.
Benefits of the virtual visit
It allows you to manage your service request more quickly while reducing public and biological risk for both you and our personnel.
- You will receive remote technical assistance and guidance throughout your connection process, at no cost.
- We will ensure compliance with requirements to streamline timelines and help make the connection visit successful.
Please remember that this new service is free of charge.
Diagnostic
A diagnostic can be easily performed with one of our specialized advisors. You only need a mobile phone with a camera, internet access, SMS capability, and email.
What are the requirements for conducting the diagnostic through a virtual visit?
It is sufficient to be familiar with the main applications on your mobile phone (internet, SMS, email, video camera) to receive a Virtual Visit quickly and easily. You must also have submitted the required documents according to your type of connection through the following form here
Helpful tips and recommendations:
- Be present at the location at the time of the appointment to allow for remote observation.
- Ensure your mobile phone is sufficiently charged and has internet connectivity.
- Use a microphone with headphones or hands-free equipment to facilitate communication with the advisor while capturing images through the camera.
Compatible Operating Systems: Android (version 6.0 or higher) and iOS (version 11 or higher).
Frequently asked questions
When you request a connection process, the advisor will offer you this service to schedule the visit, or you may request it directly from the advisor. You must provide your contact information (or that of the person who will attend the visit), and you will receive a confirmation email to proceed with the remote inspection.
As the appointment date approaches, we will send a reminder email to the registered contact.
At the agreed time, you must be on site to answer the call from our virtual assistant. You will then receive an SMS with a link to access a webpage to start the video session (remember to accept the terms of the video connection service and then grant permission for the use of the camera and device location).
At this point, our virtual assistant will be able to perform the necessary checks and assess the conditions of the location where the connection is required, capturing the necessary images. Details of any required work will be shared with you or your representative.
At the end of the Virtual Visit, we will send you the corresponding report detailing any work to be carried out at your expense, as well as any applicable technical specifications.
If no response is received despite repeated call attempts by the virtual assistant, the inspection result will be negative due to “customer absence.” In this case, please contact our customer service channels to request a new appointment.
If an internet connection cannot be established from the mobile device, the virtual visit will end unsuccessfully. In this case, please contact our customer service channels to request a new appointment.
If you are unable to attend the scheduled appointment, please contact our customer service channels at least one day in advance to request a rescheduling of the appointment.