Safaricom PLC, once the undisputed leader of internet services in Kenya, is now facing serious scrutiny and criticism.
With the entry of Starlink, Elon Musk’s satellite internet service, many Kenyans are beginning to see Safaricom’s offerings for what they truly are: overpriced and underwhelming. Safaricom’s internet is no longer the favourite and might just be the most expensive disappointment around.
Safaricom has often touted its network as reliable, but recent events have proven otherwise. During the anti-Finance Bill 2024 protests, disruptions in Safaricom’s service exposed significant vulnerabilities, particularly with their dependence on underwater cables.
These vulnerabilities have raised serious concerns about the company’s ability to provide consistent, high-speed internet, especially in rural areas where they have consistently fallen short. Starlink’s satellite-based system bypasses such issues entirely, offering a level of reliability that Safaricom simply cannot match.
Safaricom PLC graphic. Source: Facebook
Safaricom has enjoyed a near-monopoly in the Kenyan market for years, leading to what many see as a complacency in innovation and a stubborn insistence on high prices. The entry of Starlink has not only introduced much-needed competition but has also exposed Safaricom’s lack of adaptability.
While Starlink is beaming internet directly from space, Safaricom is still struggling to improve its ground-based infrastructure. Safaricom’s technological advancements seem minor compared to Starlink’s revolutionary satellite internet.
It is no secret that Safaricom’s reputation among customers is waning. Social media platforms like X are buzzing with posts favouring Starlink over Safaricom, particularly when it comes to customer service and reliability.
Safaricom CEO Peter Ndegwa. Source: The Star/Facebook
While Safaricom may boast lower latency, this is overshadowed by the complexities and frustrations customers face with multiple service providers involved in installation and maintenance. Safaricom’s customer base.
Moreover, Safaricom’s recent actions during the anti-Finance Bill 2024 protests have further tarnished its image.
On June 25th, as Kenyans staged demonstrations in Parliament opposing the Finance Bill 2024, Safaricom allegedly switched off the internet in the evening, effectively silencing voices and cutting off communication.
This blackout is believed to have contributed to the violence and chaos that ensued, leading to tragic deaths. Safaricom’s role in these events cannot be overlooked, and many are beginning to hold the company responsible for the consequences of their actions during that critical time.
Safaricom’s push for regulatory changes that would force satellite providers like Starlink to partner with local entities is being seen by many as a desperate attempt to maintain their stranglehold on the market.
This move is sparking debates on whether Safaricom is genuinely protecting local interests or simply stifling competition to keep their prices high and their service mediocre.
