Report an outage
Share your registered phone number, location and router light status for faster diagnosis.
Report on WhatsApp →
Customer support
Faster help when you need it
Our improved customer-care and NOC processes help us identify outages, respond faster and keep clients informed.
Verify a technician
Before installation, support or equipment recovery, contact customer care to confirm technician identity.
Call +254 784 111 222 →Billing support
Get help with invoices, payments, package questions and reconnection.
Email support →Before contacting support
Three quick checks
Check power
Confirm the router, PoE adapter and any backup power unit are switched on.
Check cable lights
Look for power and link lights. Do not reset the router unless support requests it.
Share your location
Provide your area, landmark and registered customer phone number.
Frequently asked questions
Common support questions
Send your registered phone number, location, package and a screenshot of a speed test taken while connected directly to the router.
Do not factory-reset the router unless our support team instructs you. A reset can remove the service configuration.
Ask the technician to identify themselves, then verify through our official support numbers before allowing work or equipment recovery.
Our NOC and support teams prioritize widespread outages and critical faults. Resolution time depends on the cause, access and whether replacement equipment is required.