Safaricom has taken its Home Internet support closer to customers, giving residents of Avenue Park Phase 1 in Embakasi, Nairobi and a chance to engage directly with its experts and seek solutions to their connectivity needs.
The company recently held a Home Internet Clinic at Avenue Park, where residents shared their experiences, raised concerns and received guidance from Safaricom’s technical teams on how to get more value from their internet services.
This is part of Safaricom’s wider customer outreach programme, which aims to bring the company closer to communities across Kenya. The engagements allow customers to speak directly with experts, address connectivity challenges and learn about Home Internet products that fit their household needs.
“Avenue Park is about 70 per cent connected by Safaricom, and we have customers here who are fully supported by us. These clinics are important because they bridge the gap between Safaricom and our customers. We are here to serve them, make sure they feel heard and seen, and address their challenges. We have brought a team of experts and technicians who can respond to their concerns firsthand,” Hakim Ali from Safaricom’s Home Segments team said.
The clinics help the company understand customers’ experiences while providing immediate support. For residents, the engagement provided more than technical assistance. It also gave them an opportunity to discover products that can support their changing digital lifestyles.
Avenue Park resident Paul Wanyoke said he has used Safaricom Home Fibre for about one and a half years and has been satisfied with the service.
“I have been using Safaricom Home Fibre for about one and a half years, and the experience has been great. I can connect several devices at home and still enjoy good speeds. What caught my attention today is the portable router. I am always on the move, and having internet with me when I travel without having to keep buying bundles would be very useful,” Wanyoke said.
The demand for reliable, high-speed internet continues to rise, with households increasingly relying on connectivity for work, education, entertainment and communication.
Safaricom’s FY25/26 results show that its fixed connectivity business grew strongly. Fibre-to-the-Home customers rose by 35 per cent year-on-year to 407,080, while homes passed increased by 16.2 per cent to 807,020.
Safaricom has also increased Home Fibre speeds by up to 2.5 times across its plans at no extra cost, allowing customers to connect more devices and enjoy better online experiences. The company says it will continue expanding its fixed connectivity network while bringing customer support closer to communities across Kenya.