Safaricom confirms Home Fibre outage after customer complaints

Safaricom has acknowledged an outage affecting its Home Fibre service, following complaints from a customer on X (@WBea2000) who faced repeated downtime and difficulties reaching the company's agents. The customer questioned why the service had gone down twice in a week despite payment for the subscription, suggesting the company should compensate with bundles to maintain connectivity.

Safaricom confirmed the outage, stating that technical teams were investigating the issue, and apologized for the inconvenience. The company's Home Fibre terms indicate they aim to limit both the occurrence and duration of interruptions, deploying technical teams to resolve network faults. However, the specific cause of the latest outage, the affected geographical areas, and the duration of restoration were not disclosed.

The customer also questioned whether affected subscribers should receive mobile data compensation, a practice Safaricom has previously offered in 2021, providing up to 5GB of mobile data during Home Fibre interruptions. This is not the first incident of complaints about Home Fibre service; in April 2026, several customers reported prolonged outages, and in October 2025, Safaricom notified customers of an expected internet service interruption lasting at least eight hours.

Such issues remain common concerns regarding fixed home internet services, with Safaricom's published terms acknowledging potential service interruptions and outlining the company's response protocol.