Comprehensive List of Internet Service Provider Contact Numbers in Kenya

Reliable internet access is no longer a luxury but a necessity for Kenyans. Whether for remote work, online education, streaming entertainment, or running a business, high-speed connectivity powers daily life. As of October 2025, Kenya's internet landscape has evolved dramatically, with fixed broadband subscribers reaching 1.5 million, according to the Communications Authority of Kenya (CA). This growth is fueled by aggressive competition among Internet Service Providers (ISPs), leading to faster speeds, more affordable packages, and expanded coverage—even in rural areas.

The market is dominated by a mix of traditional fiber-optic giants, mobile-based providers, and innovative satellite services. Safaricom leads with over 36% market share, followed closely by Jamii Telecommunications (Faiba) at 24% and Wananchi Group (Zuku) at 17.5%. New entrants like Starlink have disrupted the scene, offering satellite internet that bypasses terrestrial limitations, while providers like Poa! focus on underserved urban communities.

However, choosing the right ISP can be overwhelming. Factors like coverage, speed, pricing, and customer support play crucial roles. One of the most frustrating aspects is reaching support during outages or billing issues. This article provides a comprehensive, up-to-date list of contact numbers for Kenya's top ISPs, drawn from official sources and recent sector reports. We'll also cover how to use these contacts effectively, tips for resolving common issues, and emerging trends shaping the industry. With over 283 registered ISPs nationwide, we focus on the 10 most prominent ones serving homes and businesses.

The Top Internet Service Providers in Kenya

Kenya's ISP ecosystem blends fiber-to-the-home (FTTH), wireless 4G/5G, and satellite technologies. Fiber offers the lowest latency for gaming and video calls, while wireless suits mobile users, and satellite excels in remote regions. Here's a breakdown of the leading providers, including their strengths and contact details.

1. Safaricom Home Fibre

As Kenya's largest telecom, Safaricom dominates with 678,118 fixed subscribers as of March 2025. Their Home Fibre service delivers unlimited plans from 20Mbps (KSh 2,999/month) to 100Mbps (KSh 8,999/month), bundled with free installation in covered areas. It's ideal for urban households in Nairobi, Mombasa, and Kisumu, boasting 99% uptime and integration with M-Pesa for seamless payments.

Contact Numbers:

  • General Customer Care: 100 (toll-free from Safaricom lines) or 400 for Fibre-specific queries.
  • USSD Code: *400# for plan management and support.
  • WhatsApp: 0722 000 100.

For quick resolutions, dial 400 from your registered Safaricom line—agents handle everything from speed tests to router replacements.

2. Faiba by Jamii Telecommunications (JTL)

Faiba has surged ahead as the fastest and most affordable ISP, topping nPerf's 2024 rankings for fixed internet performance. With unlimited Wi-Fi packages starting at 20Mbps for KSh 1,500/month, it includes five free SIM cards per subscription. Coverage spans most major towns, excluding the North East, and it's praised for low latency in streaming.

Contact Numbers:

  • Customer Care: 0747 585 100.
  • Sales and Support: 020 510 000 or email support@faiba.com.

Faiba's support is responsive via USSD (*250#), making it easy to check bundles or report faults.

3. Zuku Fibre (Wananchi Group)

Zuku remains a favorite for triple-play bundles (internet + TV + phone), with speeds up to 250Mbps for KSh 22,499/month. It's the go-to for entertainment lovers, covering Nairobi, Mombasa, Kisumu, and Nakuru. Installation is free for fiber, and payments are M-Pesa exclusive (Paybill 320320).

Contact Numbers:

Zuku's charter promises fault resolutions within 48 hours—use their app for real-time tracking.

4. Airtel Kenya

Airtel focuses on 4G/5G wireless home internet via routers, with plans from 10GB (KSh 1,000) to unlimited (KSh 5,000/month). It's expanding with 1,000 new sites in 2025, ideal for semi-urban areas. Speeds hit 50Mbps, and it's budget-friendly for light users.

Contact Numbers:

  • Customer Care: 100 (from Airtel lines) or 0711 061 000.
  • WhatsApp: 0711 061 000.

Dial *544# for bundle activation and support—great for quick data top-ups.

5. Telkom Kenya (Including Jambonet)

Telkom offers affordable 4G routers (KSh 4,000 bundled with 10GB free) and dedicated Jambonet for businesses, with symmetric speeds up to 100Mbps. It's strong in rural connectivity via wireless, with home bundles from KSh 4,000/month.

Contact Numbers:

  • General Care: 100 or 020 222 1000.
  • Jambonet Support: 020 495 2410.
  • USSD: *544#.

Telkom's fair usage policy (FUP) caps "unlimited" at 500GB—contact via app for upgrades.

6. Poa! Internet

Poa! targets low-income neighborhoods with unlimited 5Mbps home plans for KSh 1,500/month, plus 100MB daily free street Wi-Fi across 12,000 hotspots. It's expanding to Mombasa and Kitengela, emphasizing community-driven service.

Contact Numbers:

Faults are fixed within 24 hours; use their coverage map online to confirm availability.

7. Liquid Home

Liquid specializes in enterprise-grade fiber for homes and SMEs, with custom plans from 50Mbps (KSh 6,800/month). It's reliable for video conferencing, covering major cities with low downtime.

Contact Numbers:

  • Customer Care: 020 500 0500 or 0709 500 500.
  • WhatsApp: 0732 199 500.

Email support@liquidhome.co.ke for bespoke quotes—ideal for businesses.

8. Starlink (SpaceX)

Starlink's satellite service has 8,063 subscribers but saw a 10% dip in Q1 2025 due to competition. Residential plans start at KSh 6,500/month for 100Mbps, with nationwide coverage. The Mini Kit (KSh 27,000 hardware) suits portability.

Contact Numbers:

  • Reseller Support (Redington Kenya): 0730 148 000.
  • App-Based: Download Starlink app for chat support.
  • WhatsApp: +254 701 299 299 (via resellers like Karibu Connect).

Order kits via starlink.com; self-installation is straightforward, but resellers handle urban setups.

9. Mawingu Networks

Mawingu uses solar-powered wireless for rural Central and Eastern Kenya, with 20Mbps plans at KSh 2,499/month. It's eco-friendly and covers areas fiber can't reach.

Contact Numbers:

Great for off-grid homes—response times average 48 hours.

10. Skynet Broadband

Skynet provides wireless and VSAT for semi-rural spots, with customizable 5-50Mbps plans from KSh 6,800/month. It's a solid backup for fiber outages.

Contact Numbers:

  • Customer Care: +254 716 634 622.

Email sales@skynet.co.ke for rural surveys.

How to Use These Contacts Effectively

When facing issues like slow speeds or disconnections, start with USSD codes for self-service. For complex problems, call during off-peak hours (8 AM-5 PM weekdays) to avoid queues. Always have your account number ready—most ISPs use M-Pesa Paybills for verification. Document interactions: Note agent IDs and timestamps for escalations. If unresolved in 48 hours, escalate to the CA via 0800 721 000.

Common pitfalls? Rural users often overlook coverage checks—use provider maps. For billing disputes, WhatsApp is fastest for evidence uploads.

Emerging Trends and Tips

By late 2025, 5G rollout and Starlink's expansions promise 200Mbps+ speeds countrywide. Prices have dropped 18.5% due to competition, but watch for FUPs on "unlimited" plans. Tip: Bundle with TV/phone for savings (e.g., Zuku's triple-play). Test speeds via apps like Ookla before committing.

In conclusion, Kenya's ISPs offer diverse options tailored to every need. With these contacts at hand, staying connected is just a call away. For the latest updates, visit CA's website or provider portals—empowered users drive better service.

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