Safaricom Restores Data and Voice Services after Outage for its 34 million Customers

Safaricom PLC, listed Kenyan mobile network operator, was the top mover at the Nairobi Securities Exchange contributing 52.9 percent of the market activity

Safaricom on Sunday restored its data and voice services that were hit by outages from Saturday for its over 34 million customers.

In a statement posted on Sunday, the company said it had successfully restored all services.

“We are sorry for any inconvenience this may have caused and thank for your patience,” the company said on its Twitter feed.

On Saturday, the telco acknowledged the outage on their network affecting their voice and data.

“Please note that we are experiencing intermittent network challenges affecting a number of services in our network including voice and data for some customers. We are working to restore all services as soon as possible,” it said in a communiqué.

Communications Authority of Kenya introduced a new framework for measuring Quality of Service (QoS) and was operationalized on 1 July 2018 and is expected to be fully adopted over three years. The new QoS framework, which has not yet taken effect, will increase the scope of parameters to be measured, as well as scrutiny of our call quality and customer satisfaction levels.

The new framework has three key focus areas: network performance (measuring stability and availability using data automatically submitted from operator systems); end-to-end quality of service (measured through drive tests and walk tests, where the threshold is 80%) and Quality of Experience (QoE) (using surveys to
establish customer satisfaction with the performance of the network).