Safaricom reimburses home fibre customers affected by last week’s outage

Last week Safaricom announced an outage that affected a section of its Home Fibre customers. In the announcement, Safaricom acknowledged the service outage saying their engineers were already on the site working on a solution.

“We are currently experiencing a service outage affecting a section of Home Fibre customers. Our engineers are working to restore services as soon as possible and we are sorry for any inconvenience caused,” Safaricom tweeted.

Following the outage, Safaricom is reimbursing its customers as we’ve learnt through a text message.

Some of the home fibre users had complained to have been experiencing downtime since Tuesday evening last week. It’s not clear when the service was back operational in all areas but by the following day most of them were back online.

Kenyans have resorted to working from home, heeding the government’s call for social distancing in the wake of corona virus pandemic. For those within Nairobi in areas covered by unlimited internet such as Safaricom, Zuku, JTL, Liquid Telcom had opted to utilize their services and the general internet consumption has been exceptionally huge.

Customers affected by the outage having been receiving below text message;

“Dear Customer, we deeply apologise for the inconvenience caused by our fibre service intermittency. Dial *400*1# to redeem your compensation on the next renewal.”

Some customers have reported to receive compensation of 30 percent, deductible from there next renewal billing amount.


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