, NAIROBI, Kenya, Nov 3 – Safaricom has apologised to its customers for hitches experienced on its network on Wednesday and reassured them of ongoing efforts to restore services.
The problem was occasioned by a fibre cable cut at Museum Hill on Tuesday night, during the ongoing road construction activity around the area.
"This led to an outage of both data and voice services to some subscribers," a statement from the service provider stated.
As a result of the cut-off, some subscribers were unable to originate or even terminate calls on their handsets. Also affected were M-PESA, top-up and other services.
“We sincerely apologize for the inconvenience this has caused to our esteemed customers and assure you that the situation is being closely monitored and prioritised to ensure services resume as soon as possible," said Safaricom CEO Bob Collymore.
He added: "We advise our customers to switch their lines off and on again, as this may work for some prefixes. Our engineers are actively working on alternative routes to carry traffic, even as we seek long-term solutions to this problem of incessant cable cuts."
He said Safaricom was continuously engaged to ensure the system was back up as quickly as possible.
"We would also like to assure our esteemed customers that we will do its utmost to ensure our network continues to be reliable. We also continue to engage stakeholders with a view to limiting cable cuts whenever huge infrastructural projects like Thika Road are being executed,” he said.