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.

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“The trust of our over 40 million M-PESA customers, who rely on this platform every day, is our greatest responsibility,” stated Safaricom CEO Peter Ndegwa, highlighting the company’s commitment to customer service amid rising concerns.

The Senate Standing Committee on Information, Communication and Technology expressed its displeasure over Safaricom PLC’s failure to appear before it to discuss pressing issues regarding service delivery and data protection. Senators voiced their frustrations regarding low internet quality, dropped calls, poor voice service, and network congestion.

The committee emphasized the urgent need for interventions to enhance service quality, reflecting a growing dissatisfaction among users of Safaricom’s services. This scrutiny comes as Safaricom continues to dominate the telecommunications market in Kenya.

In a related development, Safaricom recently announced a new privacy feature for its M-PESA service, which will conceal the sender’s phone number during money transfers. Ndegwa remarked, “We have listened to customer concerns about privacy and are introducing a new enhancement that minimizes the personal information shared while conducting Send Money transactions on M-PESA.”

According to Ndegwa, “If the recipient needs the sender’s full details, they can request us for them within 24 hours of the transaction.” This new feature aims to protect user privacy while ensuring seamless transactions.

Safaricom’s M-PESA service, which has over 40 million customers, continues to evolve with new features. The M-PESA Super App consolidates various financial services, lifestyle, and utility mini-apps into a single platform, enhancing user experience.

Additionally, the National Treasury is under pressure to meet conditions for the sale of a 15% stake in Safaricom to Vodacom, a deal that has been approved by Parliament but includes stipulations to prevent job cuts associated with the transaction.

As Safaricom navigates these challenges, it remains focused on improving its service offerings and addressing customer concerns. The company has also introduced innovative financial products, such as the Chumz app, which allows users to save as little as KES 5 and offers annual interest rates of 6% for flexible savings and 8% for locked savings.

Furthermore, the Ziidi Money Market Fund enables M-PESA customers to invest with a minimum of KES 100, while Zimele’s MMF provides annual returns of 9-10% net of fees.

Details remain unconfirmed regarding the timeline for addressing the Senate Committee’s concerns or the next steps in the ongoing negotiations with Vodacom.

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