Questions, answered.
The things people ask us most about getting connected, paying and staying online.
How do I get connected?
Choose a plan on the Packages page, then send your request by WhatsApp, phone or the Get Connected form. We confirm coverage at your location, agree an installation time with you, and a technician sets up your connection.
How long does installation take?
Installation timing depends on your location and our technicians' schedule. Send your request and we will confirm a date with you. [TO CONFIRM: typical installation window]
Is there an installation fee, and is a router included?
Installation and router details are confirmed when you book, before any work starts. [TO CONFIRM: installation fee, router supplied or purchased, any deposit]
How do I pay my monthly subscription?
Subscriptions are paid monthly by M-Pesa. The PayBill or Till number and account details are shared when your connection is activated. See the Support page for payment steps. [TO CONFIRM: business PayBill/Till number]
What does "up to" mean in the speeds?
A plan speed such as "up to 20 Mbps" is the maximum your connection can reach. Real speeds can vary with network load, your router and the device you use. Ask us if you need a dedicated-speed business line.
Can I move my connection to a new house or office?
Yes. Contact us before you move so we can check coverage at the new address and book a relocation. [TO CONFIRM: relocation fee and notice period]
How do I report a fault?
Use the Report a problem button on the Support page, or call 0748 960 040 or 0708 038 544. Have your name, location and account name ready so we can find your connection.
Is there a contract or minimum term?
Plans are billed monthly. Ask us about contract terms, reconnection and any minimum term when you sign up. [TO CONFIRM: contract terms, billing date, reconnection fee]
Didn't find your answer?
WhatsApp us, call 0748 960 040, or use the contact form.