Safaricom customers across the country have taken to social media to express frustration over a prolonged network outage that has lasted more than 12 hours.

Customers report experiencing disruptions in calls, mobile money services, and internet access.

The issue first emerged late Wednesday, September 10, night, with hundreds of subscribers reporting problems ranging from being unable to make calls, send money, or even access essential services linked to their Safaricom lines.

“No signal for over 5 hours now. At a minimum, issue a statement and tell us what’s happening. That’s the basic courtesy you owe your customers!” wrote @toniamutiso to Safaricom on X.

On the other hand, other users shared how the outage left them stranded.

Nyabokemat lamented being stuck in town since 6 AM, without fare, as she couldn’t withdraw money or call anyone because her line was out of service.

At the same time, some subscribers feared their numbers had been compromised.

“What’s up with the net, I thought for a second my number was hijacked but it’s not funny, fix the issue,” posted user @awino03.

Safaricom’s customer care team acknowledged the problem repeatedly throughout the night, responding to users with apologies and assurances that the matter was being addressed.

“Hello, our apologies, we are experiencing a network fault, the issue is under resolution, we’ll advise once done,” the company told one user.

In another response, the telco admitted to a technical hitch on the network and promised to resolve it as soon as possible.

The outage appears to have affected multiple regions, with complaints flooding in from customers in different parts of the country.

Some users also reported difficulties paying for postpay services, while others said their lines displayed “emergency calls only” or “not registered on the network.”

“What should I do once I’ve lost network on my SIM card and I can’t call?” asked X user @Simply_Levis. 

However, as of Thursday, September 11 morning, Safaricom had not issued a formal public statement beyond its customer care responses on social media.

Meanwhile, the telco explained to users through replies that its engineers were working to restore services.

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