Safaricom has explained how customers can report network disruptions after subscribers reported connectivity hitches across parts of Kenya on Friday, August 21.

Taking to social media, users reported difficulty making voice calls, accessing mobile internet services, and maintaining stable network connections.

In response, the company advised that users experiencing the disruptions should report for assistance through the network reporting platform.

“Please advise on the exact nature of the network issue so we can follow up. You can always report network issues via SMS to 5555 for assistance, as directed by Safaricom on August 22,” Safaricom responded. 

Despite the reported disruption, the telecommunications giant did not confirm a nationwide outage but encouraged users to provide details that could help identify and resolve the problems.

While Safaricom customers were among those reporting connectivity challenges, network-monitoring platform Down.co.ke also recorded more complaints about Airtel Kenya services.

The platform noted a rise in user reports from Nairobi, Mombasa, Kiambu, Nakuru, and Thika.

How to Use Safaricom 5555 Network Reporting Platform

The SMS-to-5555 service is part of Safaricom’s customer feedback and network improvement initiatives.

According to the company, the reporting channel lets customers alert it to network and coverage issues in real time, enabling technical teams to investigate affected areas more effectively.

Previously, the company indicated that feedback collected through the platform helps the company identify service gaps and determine where network upgrades may be required.

Customer reports are also used alongside proactive network monitoring systems to assess network performance and improve service delivery.

To report disruptions, customers should send an SMS to 5555 indicating whether the issue affects voice calls, SMS services, mobile data connectivity, or network coverage.

As an alternative to the 5555-reporting platform, Safaricom offers customer support channels. Prepaid customers can contact customer care by dialing 100, while postpaid customers can dial 200.

Customers may also seek assistance through the company’s verified social media platforms and official email channels.

Earlier Reported Network Outages

In May 2024, internet services across Kenya and several East African countries were disrupted after multiple submarine cables serving the region were damaged.

Following the disruption, users experienced outages affecting mobile data, home internet, and business connectivity.

Safaricom has also experienced major outages, including service interruptions affecting voice, data, M-Pesa, and Home Fiber customers.

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Safaricom explained how customers can report network disruptions after subscribers reported connectivity issues across Kenya on August 21.
Safaricom CEO Peter Ndegwa speaking at a past Safaricom function. PHOTO/Safaricom