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Safaricom in Home Fibre installation scandal

Thursday morning a Twitter User Binti Swahiliya (@BintiSwahiliya) narrated how Safaricom Plc traps users with its internet service, Home Fibre, then fails to deliver.

The telco was recently in the news for all the wrong reasons where Kenyans exposed its con game in the increased Home Fibre speeds.

“No love in the connection’ as Safaricom’s con is exposed over revamped Home Fibre

Read on.

I was recently tasked with sourcing internet for an office space. About three weeks ago, a Safaricom agent, approached us to sell their internet packages.

Actually make it four or five I think. We told him when we need it, we’d give him a call. We didn’t. So he followed up asking us whether we still needed the internet service. You know, usual sales folks stuff.

He sounded sincere and actually won us over because he was really adamant about signing us up. He came on a Friday, told us if we paid by the following Monday, we’d have the internet by Tuesday.

We delayed in paying and paid on the Tuesday. We were told because of the delay, it would be installed on the Wednesday.

The installation guys never show up. No call. Nothing.

So I follow up and I am told they are working on another site but they would come after. Nothing.

I call the agent in the evening and I am told actually their schedule is booked so they will come on Friday.

Guess what happens.

They don’t show up on that Friday either.

Safaricom CEO Peter Ndegwa caught stealing

So I call the agent because at this time, we are pretty much abandoned and we are constantly doing the follow ups. I tell him hey, if you don’t get this installed just cancel and issue the refund. Hoping it would apply some pressure.

The technicians finally come on Saturday (finally, because it happened once I asked for the cancellation). They do whatever they need to do and then they tell me, that @SafaricomPLC does no have routers.

@Safaricom_Care, a giant telcom service provider, does not have routers.

So they have installed the wiring and everything and locked us in to their service, but we actually can’t use the internet service because there are no routers.

The chase begins. At some point I learned Safaricom sells you the packages but they contract the installation out to. Something that is not disclosed.

At some point the agent tells me to contact the third party about the installation. How now, when it’s Safaricom I paid?

I request a tentative timeline of when the routers will be made available. I am told “to be patient”.

No timeline. No follow up. Just vibes.

This whole time, I am constantly having to follow up with he agent. Hey. What’s going on? This is not the service you sold me.

Same story. There are no routers at the moment and I should just be patient.

Honestly, lol, at this point I am kind of appalled. Because lol it’s Safaricom? How does Safaricom not have routers that the internet is now getting delayed by two weeks?

By end of week two since installation and no routers, I am frankly very irritated. I tell the agent, bro, this is unbelievable.

So you are just going to leave me hanging until you locate these routers? You’ve taken my money so quickly but there is no proper service delivery.

Once again, I am told to “just be patient.”

Which I am not and this is bs. smh.

Point of this thread is to ask: Is this normal? Does this happen frequently? Has anyone else had such a hard time?


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