Question 1

What payment methods do you accept?

Accepted Answer

We accept M-Pesa (Lipa Na M-Pesa). M-Pesa is the most popular payment method among our customers and payments reflect instantly on your account. You can pay from the app or directly to the paybill.

Question 2

When is my monthly payment due?

Accepted Answer

Your billing date is set based on your installation date. You will receive a payment reminder via SMS and email 5 days before your due date. Payments are due on the same date each month.

Question 3

What happens if I miss a payment?

Accepted Answer

If payment is not received within 3 days of the due date, your service will be temporarily suspended. You can restore it instantly by making the payment. We do not charge late fees, but we encourage timely payment to avoid interruptions.

Question 4

Do you offer annual payment discounts?

Accepted Answer

Yes! When you pay annually, you get 2 months free — that is 12 months of internet for the price of 10. Annual payments can be made via M-Pesa or bank transfer.

Question 5

Can I get a receipt or invoice for my payments?

Accepted Answer

Yes, invoices are automatically generated and available in your client portal. You can download them as PDFs at any time. We can also email monthly invoices directly to you upon request.

Question 6

Is there an installation fee?

Accepted Answer

Installation is completely free on all our plans within our standard coverage areas. For locations requiring extended fiber runs beyond 100 metres from our nearest distribution point, a small additional cabling fee may apply.

Question 7

How do I set up M-Pesa auto-pay?

Accepted Answer

You can enable automatic M-Pesa payments through our mobile app or client portal. Go to Billing > Auto-Pay and follow the prompts. Your payment will be automatically deducted on your billing date.

Question 8

Can I get a refund if I cancel mid-month?

Accepted Answer

We offer a prorated refund for unused days if you cancel within the first 14 days of service. After the initial period, cancellations take effect at the end of the current billing cycle without additional charges.

Question 9

What IT support services do you offer for businesses?

Accepted Answer

We offer comprehensive IT support including network setup and management, server administration, IT consulting, hardware support and procurement, cybersecurity audits, and both remote and on-site technical support. Our team has experience serving businesses of all sizes across Kiambu and Laikipia.

Question 10

Do you offer SLA agreements for business clients?

Accepted Answer

Yes, our Business Pro plan includes a Service Level Agreement guaranteeing 99.9% uptime. We also offer custom SLAs for enterprise clients with specific requirements. SLA terms include guaranteed response times and priority support escalation.

Question 11

Can you set up a network for our office?

Accepted Answer

Absolutely. Our IT team specialises in designing and implementing office networks, from cabling and access points to firewalls and VPN configuration. We do a site assessment first and then provide a detailed proposal tailored to your needs.

Question 12

Do you provide cybersecurity services?

Accepted Answer

Yes, we offer cybersecurity audits, firewall configuration, network monitoring, and employee security training. We can identify vulnerabilities in your current setup and implement solutions to protect your business from threats.

Question 13

What is the response time for on-site business support?

Accepted Answer

For Business Pro clients with SLA agreements, our guaranteed on-site response time is within 4 hours during business days. For critical issues, we offer 2-hour emergency response. Standard business support requests are attended to within 24 hours.

Question 14

Can you manage our servers and cloud infrastructure?

Accepted Answer

Yes, we provide managed server solutions including setup, monitoring, backups, updates, and security patching for both on-premise servers and cloud infrastructure (AWS, Azure, Google Cloud). Our team handles everything so you can focus on your business.

Question 15

Do you offer dedicated internet lines for businesses?

Accepted Answer

Our Business Pro plan includes a dedicated fiber line that is not shared with residential users, ensuring consistent speeds and low latency. This is ideal for businesses that rely on cloud services, video conferencing, and large data transfers.

Question 16

How do I request a business IT consultation?

Accepted Answer

You can request a free consultation through our contact page by selecting "Business IT Inquiry" as the subject, or call our business support line directly. One of our IT consultants will schedule a meeting to discuss your requirements and provide a customised solution proposal.

Question 17

What areas do you cover?

Accepted Answer

We currently provide high-speed fiber internet across major towns in Kiambu and Laikipia Counties. In Laikipia County, we cover Nanyuki, Nyahururu, and Rumuruti. We are actively expanding to neighbouring areas — check our coverage map for the latest updates.

Question 18

How long does installation take after I sign up?

Accepted Answer

Installation is typically completed within 24–48 hours of signing up in areas where our fiber infrastructure is already available. For new areas, it may take up to 5 business days. Our team will contact you to schedule a convenient installation time.

Question 19

Do I need to provide my own router?

Accepted Answer

No, the installation fee is inclusive of a free router.Additionally you can use your own compatible router or purchase one from us at a subsidised price.

Question 20

Is there a contract or lock-in period?

Accepted Answer

We do not require long-term contracts. All our plans are month-to-month with no lock-in period. You can upgrade, downgrade, or cancel at any time with 30 days notice.

Question 21

What internet speeds can I expect?

Accepted Answer

Our speeds range from 10 Mbps on the Home Wi-Lite plan to 100 Mbps. All plans come with asymmetric upload and download speeds, with uploads being considerably higher. Actual speeds may vary slightly based on network conditions and the number of connected devices.

Question 22

Do you offer unlimited data on all plans?

Accepted Answer

Yes, all our internet packages come with truly unlimited data. There are no fair usage policies, throttling, or hidden data caps. Stream, download, and browse as much as you want.

Question 23

Can I upgrade or downgrade my plan at any time?

Accepted Answer

Absolutely. You can change your plan at any time through the client portal or by contacting our support team. Upgrades are processed within 24 hours, and downgrades take effect at the start of your next billing cycle.

Question 24

What happens if I move to a new location within your coverage area?

Accepted Answer

We offer free relocation within our coverage areas. Simply contact our support team at least 7 days before your move, and we will schedule the transfer of your connection to your new address at no extra cost.

Question 25

My internet is slow. What should I do?

Accepted Answer

First, try restarting your router by unplugging it for 30 seconds. Check if the issue affects all devices or just one. If you are on WiFi, try moving closer to the router. Run a speed test on our website. If the problem persists, contact our 24/7 support team and we will diagnose the issue remotely.

Question 26

What does the red LOS light on my router mean?

Accepted Answer

The LOS (Loss of Signal) LED flashing red indicates that your router has lost connection to our fiber network. Check that the fiber cable is securely connected to your router and not damaged. If the issue persists, it may be a line fault — contact our support team immediately.

Question 27

Can I use my own router with your service?

Accepted Answer

Our fiber connection requires an ONT (Optical Network Terminal) which we provide. You can connect your own WiFi router to our ONT via ethernet cable. Most modern routers are compatible. Our technicians can help you set it up.

Question 28

Do you support IPv6?

Accepted Answer

Yes, we fully support IPv6 on all our plans. Both IPv4 and IPv6 are enabled by default. Business Pro customers also receive a dedicated static IP address.

Question 29

How can I change my WiFi password?

Accepted Answer

Log into your router admin panel by typing 192.168.1.1 in your browser. The default login credentials are printed on the back of your router. Navigate to WiFi Settings and update your password. Alternatively, you can change it through our mobile app.

Question 30

What type of fiber connection do you use?

Accepted Answer

We use GPON (Gigabit-capable Passive Optical Network) technology, which provides high-speed symmetric internet through fiber-optic cables directly to your premises (FTTH). This ensures the fastest and most reliable connection available.

Question 31

My router keeps disconnecting. What could be the issue?

Accepted Answer

Frequent disconnections can be caused by loose fiber cables, power fluctuations, or router overheating. Ensure your router is in a well-ventilated area, check all cable connections, and consider using a UPS for stable power. If the issue continues, call our support line.

Question 32

Do you offer a static IP address?

Accepted Answer

Static IP addresses are included free with our Ultra and Business Pro plans. For Starter and Home Plus plans, you can add a static IP for an additional KES 500/month. Contact our support team to set it up.

Frequently Asked Questions