Answers & support
Find quick answers below, try the troubleshooting steps, or reach our local Nakuru team any time.
Frequently asked questions
How do I pay my monthly bill?
You can pay via M-Pesa Paybill or bank transfer. We’re also rolling out instant M-Pesa STK push checkout, so you’ll soon be able to pay in a couple of taps.
How long does installation take?
Once your area is confirmed as covered, installation is usually scheduled within 24–72 hours and takes about an hour to complete.
My internet is slow or down — what should I do?
Start with the troubleshooting steps below. If that doesn’t fix it, message us on WhatsApp and we’ll check your line remotely.
Do you offer a router?
Yes. Selected plans include a free WiFi router. Higher-tier plans come with a WiFi 6 router for better coverage and speed.
Is there a contract?
No contracts. All plans are month-to-month, so you can upgrade, downgrade or cancel whenever you like.
Which areas do you cover?
We currently cover much of Nakuru including the CBD, Milimani, Section 58, Naka, Free Area and Lanet, and we’re expanding constantly. Check the coverage section on our home page.
Try this before you call
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1
Restart your router
Switch it off at the wall, wait 30 seconds, then switch it back on. Give it 2–3 minutes to reconnect.
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2
Check the cables & lights
Make sure the fibre and power cables are firmly connected. A steady (not blinking) light usually means a healthy connection.
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3
Move closer to the WiFi
Thick walls and distance reduce WiFi speed. Test closer to the router to see if the connection improves.
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4
Test on another device
If one device is slow but others are fine, the issue is likely that device rather than your line.
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5
Still stuck? Contact us
Message us on WhatsApp or use the contact form and our team will run a remote check on your line.
Still need a hand?
Our local team is ready to help. Send us a message and we’ll sort it out.
Contact support