Quick answers to billing, connectivity, router setup and M-Pesa payments. Need a human? Call 0116 115 544.
Billing & Payments
How do I pay using M-Pesa?
Pick a plan on the home page, tap "Pay with M-Pesa", enter your Safaricom number, and approve the STK push prompt on your phone. Your subscription activates automatically.
Are payments prepaid or postpaid?
All home internet plans are prepaid 30-day subscriptions. You renew when your cycle ends — no surprise bills.
What happens if my STK push fails?
You can simply tap "Try again". If you confirmed the payment on your phone but the website doesn't show success after 2 minutes, call our hotline — we'll activate your service manually.
Connection issues
My internet is slow at peak hours, what should I do?
Restart your router. If the issue persists, log the issue via our hotline — our Bungoma engineers will run a remote diagnostic and schedule an on-site visit if needed.
How quickly is on-site support dispatched?
Inside Bungoma Town: same-day for issues reported before 4pm. Surrounding areas: typically within 24 hours.
Do you provide a backup connection?
Business customers can subscribe to redundant backup links. Home customers can request 4G hotspot bridging during planned maintenance.
Router setup
Is the router really free?
Yes — Classic, Standard and Premium plans include a free dual-band router on installation. Basic plan customers can rent or purchase one.
Can I use my own router?
Absolutely. We'll configure your existing router during installation at no extra cost.
How do I reset the Wi-Fi password?
Hold the reset button on the back of the router for 10 seconds, then call our hotline — we'll guide you through reconfiguration in 5 minutes.
Still stuck?
Our engineers are a phone call away — typically picked up in under 60 seconds.
