Fast help when you need it
Our customer-care and NOC teams identify outages, respond quickly and keep you informed.
Report an outage
Share your registered phone number, location and router light status for faster diagnosis.
Report on WhatsAppVerify a technician
Before installation, support or equipment recovery, call us to confirm the technician's identity.
Call +254 783 444 666Billing & account
View invoices and payments in the client portal, or email support@samoyugisolutions.com.
Open client portalThree quick checks
Check power
Confirm the router, PoE adapter and any backup power unit are switched on.
Check the lights
Look for power and link lights. Don't reset the router unless support asks you to.
Share your location
Have your area, a landmark and your registered phone number ready.
Common support questions
How do I report slow internet?
Send your registered phone number, location, plan and a screenshot of a speed test taken while connected directly to the router.
Should I reset my router?
Do not factory-reset the router unless our support team tells you to. A reset can remove the service configuration.
How do I confirm a field technician?
Ask the technician to identify themselves, then verify through our official support numbers before allowing work or equipment recovery.
How quickly are outages handled?
Our NOC and support teams prioritise widespread outages and critical faults. Resolution time depends on the cause, access and whether replacement equipment is needed.
How do I follow up on a request?
Every request gets a reference number. Enter it with your phone number on the track a request page to see progress and send us a message.