Frequently Asked Questions

Signing up is easy! You can:

• Fill in our contact form on the website and we will call you back
• Call us directly on +254 796 982 507
• WhatsApp us on +254 796 982 507

Our team will visit your location, check coverage, and schedule installation — all within 24 hours.

Installation typically takes 2–4 hours depending on your building type. Our technician will arrive at your agreed time, lay the fiber cable, install the router, and make sure everything is working before leaving.

No! Installation is completely free on all our plans. You only pay your monthly subscription — no hidden charges or setup fees.

We provide and install:

• A fiber optic cable run into your home or office
• An Optical Network Terminal (ONT) device
• A Wi-Fi router

The equipment belongs to Netsafi Fiber and is maintained by us free of charge.

We accept payment via:

• M-Pesa — our most popular payment method
• Bank transfer
• Cash — pay at our Thogoto office

Our team will send you M-Pesa payment details when you sign up.

Yes! You can change your plan at any time. Simply call or WhatsApp us and we will process the change. Upgrades take effect immediately. Downgrades take effect at the start of your next billing month.

No long-term contract! Our plans are month-to-month. You can cancel anytime by giving us 30 days notice. We believe our service speaks for itself — we don't need to lock you in.

We will send you a reminder 7 days, 4days, 1 day add-on due date. If payment is not received your connection may be temporarily suspended. Once payment is made, your connection is restored within instantly.

It depends on your plan:

• Bronze (10Mbps) — up to 6 devices
• Basic (25Mbps) — up to 10 devices
• Gold (40Mbps) — unlimited devices
• Giga (1Gbps) — unlimited devices

Try these steps first:

• Restart your router — unplug it, wait 30 seconds, plug it back in
• Check if many devices are connected and using the internet at the same time
• Run a speed test at our Speed Test page
• Move closer to your router

If the problem continues, call us on +254 796 982 507 and we will send a technician.

Yes — all our plans include unlimited data! There are no data caps, no fair usage policies, and no throttling. You can stream, download, and browse as much as you want, 24/7.

Yes! Static IP is available on our Gold and Giga plans, and as an add-on for Basic. Contact us for pricing. A static IP is useful for businesses running servers, CCTV systems, or remote access.

We currently cover these areas in Kiambu County:

• ✅ Thogoto
• ✅ Gikambura
• ✅ Dagoretti
• ✅ Kikuyu Town
• ✅ Kidfarmaco
• ✅ Waithaka
• ✅ Surrounding estates

Check our Coverage Map or call us to confirm your specific location.

We are expanding every month! Contact us and register your interest. Once we have enough interest in your area, we will prioritize it for our next expansion. Call us on +254 796 982 507.