The complaint was raised by X user Nelson Mugai, who tagged Safaricom Care and Safaricom PLC while describing his experience with the devices.
Mugai said he had contacted the telecommunications company several times but had yet to receive a lasting solution. He complained that the routers repeatedly lost internet connectivity around 8 pm, forcing him to seek assistance from customer support.
In his post, he expressed frustration over having to make repeated calls despite purchasing both devices with his own money. He also indicated that he was considering returning the equipment and switching to Airtel if the problem persisted.
Safaricom Care responded by apologising for the inconvenience and asking him to take the routers to one of its shops for further inspection.
The company said the devices could be checked and possibly replaced, depending on the outcome of the assessment. However, its response addressed Mugai's complaint and did not introduce a blanket replacement policy for every customer experiencing internet interruptions.
The incident has drawn attention to the challenges customers can face when mobile internet equipment repeatedly loses connectivity.
A 5G router uses a SIM card to receive internet through a mobile network before distributing the connection to phones, computers and other devices through Wi-Fi. Its performance can depend on network coverage, signal strength, the subscribed data package and the condition of the equipment.
Customers experiencing similar problems can contact Safaricom Care or visit a company shop for assistance. Any inspection, repair or replacement will depend on the assessment of the affected device.
https://peopledaily.digital/business/safaricom-responds-after-customer-threatens-to-switch-to-airtel-over-internet-failures
Leave a Reply