In April 2026, Safaricom announced a significant change to its Home Fiber service in Kenya. The company cut the Fair Usage Policy (FUP) limits by up to 90% following a speed upgrade. This decision has sparked considerable customer dissatisfaction due to the lack of communication regarding the changes.
Key changes:
- New FUP limits for packages are 1.5TB for Bronze, 2TB for Silver, and 5TB for Gold, with Diamond and Platinum packages set at 7TB each.
- The Bronze package speed increased from 15 Mbps to 40 Mbps.
- The Silver package speed increased from 30 Mbps to 60 Mbps.
- The Gold package speed increased from 80 Mbps to 150 Mbps.
- Prices for all Home Fiber packages remained unchanged despite these speed increases.
Prior to this adjustment, Safaricom had raised the FUP limit to a flat 15TB across all tiers in November 2025. This earlier increase allowed customers to settle into new expectations. Yet, the recent cuts have left many feeling blindsided. One customer remarked, “The faster your connection, the quicker you hit the wall.” This reflects the frustration among users who now face significantly lower data limits.
Safaricom currently leads Kenya’s fixed internet sector with a market share of 34.9%. The drastic reduction in FUP limits could impact its competitive position as users express dissatisfaction. Officials have not clarified the discrepancy in Platinum post-FUP speeds, which reportedly varies between 25 Mbps and 50 Mbps.
Safaricom’s strategy appears aimed at managing network congestion while maintaining competitive pricing. However, without clear communication, customer trust may erode. The telecommunications landscape in Kenya remains dynamic as providers adjust offerings to meet changing demands.
