Safaricom’s ambitious push to expand home internet access through its affordable 5G router is facing increasing backlash from customers, with growing complaints over unreliable connections, frequent service interruptions, and concerns that the product has failed to live up to expectations.
The router, which retails from KSh 2,999 and is marketed as a solution for households beyond the reach of fibre infrastructure, was introduced as part of Safaricom’s broader strategy to accelerate 5G adoption across Kenya. The devices, including the Baicells EG3065M model as well as Huawei and Nokia variants, promise seamless internet connectivity through 5G networks while automatically falling back to 4G where coverage is unavailable.
However, a surge in complaints over recent weeks has exposed growing frustration among users who say the experience on the ground differs sharply from the marketing promise. Social media platforms have been flooded with reports of unstable connections, poor speeds, unexplained outages, and lengthy battles with customer support. The dissatisfaction has also spilled into Safaricom retail outlets, where customers have reportedly been seeking technical assistance and replacements for malfunctioning devices.
Popular blogger and social commentator Cyprian Nyakundi amplified the growing outcry after sharing accounts from disgruntled users. In a widely circulated post, he described the router as “stress disguised as internet,” accusing Safaricom of failing to address recurring technical problems that continue to frustrate customers. He also questioned why the company had not provided a comprehensive explanation for the mounting complaints or taken more decisive action to resolve the issues.
Among the most common grievances are reports of routers unexpectedly dropping from 5G to 4G, losing network connectivity entirely, or requiring frequent reboots to restore service. Some subscribers say they have experienced prolonged periods without internet despite maintaining active subscriptions.
Others complain that the speeds they receive fall far below expectations, particularly during peak evening hours when network congestion appears to intensify. Users report buffering during video streaming, slow downloads, and inconsistent performance even in areas with reportedly strong network coverage.
Questions have also been raised about Safaricom’s Fair Usage Policy. Several subscribers have expressed frustration that data consumption tracking is not readily visible through the MySafaricom application, forcing them to rely on customer support channels to determine their remaining allocation. Heavy internet users say they often encounter unexpected slowdowns or restrictions after exhausting usage thresholds.
Technical challenges have added to the dissatisfaction. Some customers report activation difficulties, random device shutdowns, delayed support responses, and occasional subscription payment issues. While the router’s built-in battery has been praised for maintaining connectivity during short power outages, some users have criticised the device’s size and portability.
Safaricom maintains that its home internet service operates on a best-effort basis, meaning actual speeds can vary depending on network conditions, location, and demand. The company offers multiple subscription packages, including higher-tier plans advertising speeds of up to 50Mbps. It has also previously advised customers to troubleshoot connectivity issues through device resets and software updates.
Not all customer experiences have been negative. Some users operating within strong 5G coverage zones report stable performance, reliable connectivity, and satisfactory speeds for households with multiple connected devices. Independent technology reviews have similarly praised the routers for their affordability, Wi-Fi 6 capabilities, internal battery backup, and overall value proposition.
Nevertheless, the volume and consistency of complaints have raised questions about whether the challenges extend beyond isolated user experiences. Industry observers note that competition within Kenya’s fixed wireless broadband market is intensifying, with rival operators increasingly positioning their services as alternatives for consumers seeking dependable home internet connections.
The controversy comes at a sensitive moment for Safaricom as it seeks to strengthen its position in the rapidly evolving 5G market. The telecommunications giant has invested heavily in expanding its next-generation network and promoting fixed wireless access as a practical alternative to fibre broadband, particularly in areas where traditional infrastructure remains unavailable.
For many consumers, however, reliability remains the ultimate test. As complaints continue to circulate online and customer frustrations persist, Safaricom faces mounting pressure to provide clearer communication, strengthen technical support, and address concerns surrounding the performance of its flagship 5G home internet offering.
Whether the current backlash proves to be temporary growing pains or a more serious challenge to Safaricom’s home internet ambitions may depend on how quickly the company responds to the concerns of customers who say they are paying for a service that too often fails to deliver on its promise.
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