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Telkom Kenya says it will not bill customers affected by the mobile voice and data services outage


Telkom Kenya has announced that its mobile voice and data services have now been fully restored in some areas.

The telco experienced a nationwide outage yesterday with customers reporting being unable to make calls or even access data. 

Netblocks, the Internet’s Observatory which tracks network disruptions and shutdowns reported that Telkom Kenya was experiencing a nation-scale outage with the provider reporting a service interruption to its GSM and global data.  Real-time network data show provider’s connectivity at 9% of ordinary levels; incident ongoing, it reported. 

Telkom Kenya also confirmed the outage in a tweet saying it was working to resolve the issue.

‘’Dear Customer, we are currently experiencing a service interruption on our GSM Prepaid Services, and Global data. We are working to resolve the issue as soon as possible. Thank you for your patience.’’ the tweet read. 

Telkom now says the services have been fully restored in some parts of the country.

‘’Telkom customers in some parts of the country were unable to access Mobile Voice and Data services during the course of the day, yesterday, Wednesday, January 19, 2022. Services have been restored in most areas. ‘’ CEO Mugo Kibati said in a statement. 

‘’I apologise for any inconvenience this service outage has caused our customers and assure them that we are working to restore services back to all areas as soon as possible.’’ the statement further read. 

In the interim, Telkom says it’s reviewing all customer queries coming through them via its various interactive channels, and taking the necessary steps, guided by its internal processes, to ensure that it address and amicably resolve all individual cases that are as a result of this service outage. 

Telkom Kenya also says it will not bill its Mobile customers for the period starting 6:00 pm, Wednesday, January 19, 2022 through to 6:00 pm, Thursday, January 20, 2022. 

The telco has not yet said what caused the outage.

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Nixon Kanali

Tech journalist based in Nairobi. I write about tech, business and African startups. Founder and Editor For TechTrendsKE. Nixon is also the East African tech editor for Africa Business Communities. Send tips to nkanali@techtrendske.co.ke.

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