Help centre
Support
Everything you need to use Internet Kenya with confidence—how the site works, what to expect from providers, and answers to common questions about plans, coverage, and installation.
We are not a mobile network operator. For account-specific issues after you sign up, use the provider’s official support channels.
Getting started
- Pick a network. Open Providers and read Safaricom and Airtel at a glance. Tap View plans for the one you want.
- Check coverage. Use Coverage to see county-level availability. Tap a county to see which providers are listed.
- Choose a package. On the Plans page, compare speed, monthly price, and any connection or device fees. Tap Connect on the plan you want.
- Complete sign-up. Your selected package appears at the top. Fill every required field truthfully—especially phone and address—so the provider can reach you.
- Wait for the provider. They will contact you to confirm installation, fees, and next steps. Keep your line open.
Help topics
Plans & pricing
Plans show typical monthly bundles, speeds, and sometimes one-off fees (for example connection or router). Promotions change—always confirm on the provider’s official channels before you pay.
Coverage map
The map is county-level. It helps you see where we list providers for comparison. It does not replace a site survey or the provider’s final eligibility check for your exact building.
Sign-up & installation
After you submit, expect a call or SMS about scheduling, documents, and payment. Have your ID and access to the installation address ready. Rural or complex sites may take longer.
Business vs home
Some plans are aimed at homes, others at businesses. Choose the plan that matches how you use the internet. If you are unsure, ask the provider during follow-up.
Troubleshooting
- Page or map won’t load: Hard refresh, clear cache, try Chrome or Safari, or switch to another network. Very large GeoJSON maps may load slowly on low bandwidth.
- Wrong provider after tapping Connect: Make sure you opened Plans from the correct provider link (Safaricom vs Airtel). Use the Back to plans link on sign-up with the right provider query.
- Form validation errors: Use the phone format shown in the field hint, fill required fields, and for Airtel pick a location from the list or choose Other and describe your area.
- No response after sign-up: Wait at least one business day. Check spam for email. If you used a wrong number, you may need to submit again with a corrected contact.
FAQ
Tap a question to expand the answer.
How do I check if my area is covered?
Open the Coverage page and use the county map. Green, red, and amber show which providers are listed for that county. County-level view is a guide only—final serviceability is confirmed when you sign up with your full address and the provider reviews your location.
Can I compare Safaricom and Airtel in one place?
Yes. Start on Providers to see each network, then open Plans for either Safaricom or Airtel. You can compare speeds, monthly prices, and any connection or device fees shown on the plan cards before you tap Connect.
What happens after I tap Connect on a plan?
You are taken to the sign-up form with your selected package shown at the top. Fill in your details accurately. The provider may call or message you on the number you provide to confirm installation dates and any site visit.
Why do Airtel and Safaricom forms ask for different fields?
Each provider has its own onboarding and compliance rules. For example, Airtel may ask for installation town, location, and preferred visit time. Safaricom may ask for your estate and house number. Always follow the form for the provider you chose.
What do I need for installation?
Typically a valid ID, contact numbers, and your installation address (estate or apartment name and house or unit number). Have your phone charged and reachable so the technician or sales team can coordinate access.
How long does installation take?
It depends on your area, provider workload, and whether a site survey is needed. After you submit a sign-up, the provider will give you a realistic estimate. This site does not guarantee installation dates.
Are prices on the site guaranteed?
No. Prices and promotions change. We show them to help you compare. Before you pay or sign a contract, confirm the latest offer on the provider’s official website, app, or shop.
Can I cancel or change my plan after signing up?
Plan changes and cancellations follow the provider’s terms and your contract. Contact the provider directly using the channels they give you after you subscribe.
The map or form is not loading. What should I try?
Refresh the page, try another browser, or switch between Wi‑Fi and mobile data. If the problem persists, note your device and browser version when you contact support.
Is my data safe when I submit the form?
Only submit information you are comfortable sharing for a service request. We aim to follow good security practices; for legal or privacy questions, refer to your provider’s privacy policy once your application is with them.
Contact
For questions about using this website—coverage, plans, or sign-up—work through the sections above first. Most questions are answered in Getting started and FAQ.
After you submit a sign-up, the mobile network operator (Safaricom, Airtel, etc.) is responsible for your service, billing, and technical support. They will use the contact details you provided.
Reach Internet Kenya
For help with this website, coverage, or sign-up, call one of the lines below or email us. Both numbers go to the same team.
We aim to reply to email within 24–48 hours on business days. For urgent issues, call during business hours.