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  1. What is Safaricom Home Fibre?

    Safaricom Home Fibre is a service that allows you to have fast, reliable and unlimited internet access from the comfort of your home. Once registered you will be given a Wi-Fi router that will enable you to have wireless and LAN internet access.

  2. Which are the available Safaricom Home Fibre packages?

    We have the below packages available to our Safaricom Home Fibre customers

      BRONZE SILVER GOLD PLATINUM
    Bandwidth 5mbps 10mbps 20mbps 40mbps
    TOTAL MONTHLY COST Ksh. 2,900 Ksh. 3,999 Ksh. 5,699 Ksh. 11,499

    Fibre Plus

      BRONZE Plus SILVER Plus GOLD Plus PLATINUM Plus
    Bandwidth 5mbps 10mbps 20mbps 40mbps
    TOTAL MONTHLY COST Ksh. 3,400 Ksh. 4,999 Ksh. 6,699 Ksh. 12,499
  3. How do I get connected to Safaricom Fibre at home?
    • You must be living within any of the Safaricom Home Fibre Zones;
    • Fill and hand in the Safaricom Home Fibre Application Form which will be provided by Safaricom representatives on the ground or contact us by sending an SMS ‘FIBRE’ to 400 or visiting any of our Retail Shops;
    • Once you complete the Safaricom Home Fibre form, the Safaricom representative will give you an Account Number that you will use to make payment in one of the following ways:
      1. Dial *400# and follow the steps
      2. Pay via M-PESA by using the Safaricom Home Pay bill number 150501
      3. Pay at any Safaricom shop.
    • Once you make payment, we will connect you to the Service within 48 hours, subject to you granting our representatives access to your home. As part of the installation process, we will provide you with a Wi-Fi router that will enable you to access the Wi-Fi Network within your home. We will set up the Wi-Fi network and configure your username and password which you require to access the Service.
  4. What do I need to access the service?

    You will need a Wi-Fi username and password to connect your device to Safaricom Home Fibre.

  5. How do I pay for the service?
    1. Use M-PESA PAYBILL no. 150501 and key in your Safaricom Home Fibre account number under the account number section
    2. Via USSD,
      1. Dial *400#
      2. Select Manage your subscriptions
      3. Select your preferred package and make payment via M-PESA
    3. Via Bonga - this allows you to pay for your Safaricom Home fibre subscription using Bonga points. Simply dial *400#, select manage subscriptions, select your account then select renew subscription, select the account no that you are renewing, then select bonga points. You will then confirm payment and input your service PIN. A confirmation SMS will then be sent to your number confirming your successful payment.
  6. Can I use my Bonga Points if I am changing my service plan?

    No, you can only use your Bonga Points when you are renewing or paying for a new subscription.

  7. How do I upgrade or downgrade my Safaricom Home Fibre package?

    You can change your package on the day of renewal. You will be able to change your subscription by dialing *400*2# and following the prompts.

    NOTE: When you change your subscription before your renewal date new, package will take effect and you will forgo the remaining days on the current subscription.

  8. How do I get assistance in case I have queries, issues or complaints?

    For assistance, please call 400 from the number that you used to pay for the service. Alternatively, you can send an email to safaricomhome@safaricom.co.ke.

    You can also reach us on social media: Twitter;@Safaricom_Care Facebook;Safaricom PLC

  9. How do I get assistance in case I have queries, issues or complaints?

    For assistance, please call 400 from the number that you used to pay for the service. Alternatively, you can send an email to safaricomhome@safaricom.co.ke.

    You can also reach us on social media : Twitter; @Safaricom_Care. Facebook ; Safaricom PLC

  1. What is Jubilee Home Insurance powered by Safaricom Home?

    This is a product designed to give you an annual home insurance package with the option of being able to pay for your premiums monthly.

  2. Who is eligible for this product?

    This product can be accessed by any Safaricom Home customer while on any of the Fibre packages. Customers will only be allowed to purchase one package with each Safaricom Home account number.

  3. When am I expected to pay for my premium?

    Customers will be required to pay for the service each month via USSD *400# or any other availed channel using their M-PESA accounts.

  4. Why should I purchase a Jubilee Insurance Home insurance package powered by Safaricom?

    The package ensures that your home and household items are insured from damage and theft that may be caused by your domestic servants, fire, floods, electrical faults, natural perils etc. Customers also have the advantage of paying for their packages in monthly instalments.

  5. What are the available purchase options for the Jubilee Home insurance product?
      Home Contents (HC) ALL Risk - (Max 30% of HC)    
    Plan Sum Insured Sum Insured Annual Premium Monthly Premium
    Hero KES 250,000 KES 75,000 KES 3,000 KES 250
    Light KES 500,000 KES 150,000 KES 5,700 KES 475
    Medium KES 1,000,000 KES 300,000 KES 16,000 KES 1,350
    Pro KES 2,000,000 KES 600,000 KES 19,800 KES 1,650
  6. How do I know which is the appropriate home insurance package for my home?

    You should pick the cover that covers the value of Home contents in your home under "Home Content - Sum Insured".

  7. What Household goods are covered in this cover?

    All contents in the house e.g. furniture, fixtures, fittings, clothing, cutlery, crockery, kitchen equipment, entertainment equipment, refrigerators & televisions. You are however only covered within the limit of your package.

    The ALL RISK (high risk) Items covered are;

    • Jewelry – subject to maximum of 10% of the total value of ALL RISKS sum insured
    • Laptops & computers, cameras, wrist watches, mobile phones and all other portable electronic items
    • Bicycles
  8. Can I make a claim if I pay for Home Insurance monthly?

    Yes, you can claim if you make monthly payments. However, for the claim to be processed, you will be required to pay the difference that is due for your annual premium.

  9. Who can I reach out to in case of any issue?
  10. If I need to make a claim what is the claim process?
    • Report the claim to Jubilee Insurance within 7 days via any of the following:
      1. Phone call to Jubilee Contact Center – 0709 949000
      2. Email - callcenter@jubileekenya.com
      3. Walk-in to any Jubilee branch.
    • Notify the police within 24 hours of any loss or damage due to theft, malice, riot and strikes.
    • Your claim will be registered and a claim reference number acknowledged within 24 hours.
    • When all the documentation required by Jubilee is provided, the claim will be reviewed within 7 working days and communication sent out.
    • Once the communication is actioned, claim processing will be done within 5 working days.
  11. What do I need to register for the Home Insurance product?

    The customer will be required to submit their full names, ID number, KRA PIN and area of residence on the Jubilee Insurance Website through the link sent by Safaricom.

  1. What is Secure Net?

    It is a service that ensures that you have control over what is accessed on your Home Internet connectivity.

  2. Why should I purchase the Secure Net product?

    The service ensures that your household is protected from content on the internet that may be harmful or inappropriate.

  3. Who is eligible for this product?

    The product can be accessed by any Safaricom Fiber to the Home customer on either Bronze, Silver, Gold or Platinum packages.

  4. How can I get this product?

    The product costs Kshs. 200/- monthly and can only be accessed from the Safaricom Home Application.

  5. How can I Pay for this product?

    You will only be allowed to pay for this cover via MPESA.

  6. How does Secure Net work?

    The service allows the customer to filter content from what is accessed by their household through their Fiber to the Home service.

  7. Can I purchase the Secure Net service without a fiber to the home package?

    No. customers will not be allowed to purchase secure net without purchasing a fiber to the home product.

  8. What happens when I want to purchase the Secure Net service with an existing Fiber to the Home subscription?

    You will have to have to forfeit their current subscription and purchase a new subscription with a Fiber to the Home service with Parental control.

  9. How can I opt out of the Secure Net service?

    A customer can choose to deactivate the Secure Net Service through the Safaricom Home Application.

  10. Will I get a refund if I cannot access the service?

    Yes, you will get a refund if after paying for the service, you cannot access it.

  11. Will I be allowed to configure different Secure Net settings for different members of my household?

    Yes you will be allowed to configure different security settings for the different members of your household.

  12. What is quiet time?

    Quiet time will allow a customer to choose when to have the home internet switched off.

    The setting will also allow the customer to set a time where their home internet is turned off.

  13. Who will be in charge of my Home’s Secure Net settings?

    The primary account owner will be registered under the one who pays for the Fiber to the Home and the Secure Net service.

  1. What is Fibre Plus?

    Fibre Plus is a service that allows the customer to purchase their Safaricom Home Fiber to the Home package with mobile data, voice minutes and unlimited sms.

  2. What is Safaricom Home Fibre?

    Safaricom Home Fibre is a service that allows you to have fast, reliable and unlimited internet access from the comfort of your home. Once registered you will be given a WiFi router that will enable you to have wireless and LAN internet access.

  3. Why should I purchase Fibre Plus?

    The service gives you convenience by enabling purchase of monthly Fiber to the Home package plus Mobile data, Voice minutes ans SMS and pay a single bill.

  4. Who is eligible for this product?

    The product can be accessed by any Safaricom Fiber to the Home customer on either Bronze, Silver, Gold or Platinum packages through *400# or any other available channels.

  5. What are the available purchase options for Internet plus?

    The product offering is as below.

      BRONZE Plus SILVER Plus GOLD Plus Platinum Plus
    Bandwidth 5mbps 10mbps 20mbps 40mbps
    Data 2GB 4GB 4GB 4GB
    X-net Minutes 100 200 200 200
    SMS Unlimited Unlimited Unlimited Unlimited
    TOTAL MONTHLY COST Ksh. 3000 Ksh. 4499 Ksh. 5999 Ksh. 10999

    *The unlimited SMS will have fair usage cap

  6. What mode of payment is available for this product?

    You will only be allowed to pay for internet plus via MPESA.

  7. How do I purchase an Fibre Plus package?

    For a new FTTH Customer

    1. Dial *400# or log into the Safricom Home App;
    2. Select “Fibre Plus;”
    3. Select “New Customer;”
    4. Enter your Fiber to the Home Account Number;
    5. Select “Buy home package;”
    6. Choose if you would like to keep or sambaza your mobile resources;
    7. Confirm the purchase and enter your Mpesa pin.
    8. You will be subscribed to the selected bundle

    For an Existing FTTH Customer

    1. Dial *400# or log into the Safricom Home App;
    2. Select “Fibre Plus;”
    3. Selects “Renew Subscription;”
    4. Enter your Fiber to the Home Account Number;
    5. Select “Buy home package;”
    6. Choose if you would like to keep or sambaza your mobile resources;
    7. Confirm the purchase and enter your Mpesa pin.
    8. You will be subscribed to the selected bundle
  8. How long are the mobile data, voice minutes and the unlimited SMS valid?

    The mobile data, voice minutes and unlimited SMS will be valid for 30 days after which they will expire.

  9. Can I extend the validity of my Internet plus resources by purchasing another Fibre Plus service?

    Customers will not be able to roll over/ extend the validity of their resources. The bundles resources will be valid for 30 days after which any unused resources will expire.

  10. Can I purchase the Fibre Plus product without a fiber to the home package?

    No. customers will not be allowed to purchase the mobile resources separately form their Fiber to the Home product.

  11. What happens when I want to purchase the Fibre Plus product with an existing Fiber to the Home subscription?

    You will have to have to forfeit your current subscription and purchase a new Fibre Plus subscription with a Fiber to the Home service plus the mobile resources.

  12. Can I use my Fibre Plus plans for premium or International services?

    No, you will not be able to use your internet plus Mobile plans for premium services, international or roaming services. However the Voice minutes and SMS can be used for local networks.

  13. Will I get a refund if I cannot access the service?

    Yes, you will get a refund if after paying for the service, you cannot access the bundled resources.

  14. Can I Sambaza my Internet plus resources?

    Yes, customers will be able to transfer ALL their Voice minutes, Data bundles and Unlimited SMS to another Safaricom number.

  15. What is the priority of utilization of my Fibre Plus Mobile Resources?
    1. Free Resources (Stori Ibambe bonus, free minutes, free data)
    2. Adhoc limited data
    3. Daily and weekly data bundles
    4. Safaricom Fibre Plus Mobile Bundle.
    5. Advantage plan resources
    6. Bonga redemption for SMS, data, minutes and airtime.
  16. How do I get access to the Safaricom Home Fibre service?

    Simply dial *400# and select the “Get Safaricom Home Fibre” and follow the steps. You will get a call back from Safaricom within 24 hours.

  17. What do I need to access the service?

    You will be issued with a WiFi username and password which you can then use to connect to Safaricom Home Fibre. You can use the same details to connect to your WiFi compatible devices.

  18. Are there installation charges for the service?

    No. Installation is absolutely FREE

  19. How can I check if my area is covered by Safaricom Home Fibre?

    Please visit the Safaricom website via www.safaricom.co.ke/personal/internet/getting-connected/fibre-to-home to confirm if your location is fibre ready. You can also dial *400# to select the “Are you in my area” option

  20. How do I terminate the service?

    To terminate the service, please send an e-mail to Safaricomhome@safaricom.co.ke with details of your request. Once the service has been cancelled, we will make arrangements to collect the WiFi router from your premises.

  21. How do I get assistance in case I have queries, issues or complaints?

    For assistance, please call 400 from the number that you used to pay for the service. Alternatively, you can send an email to Safaricomhome@safaricom.co.ke

  22. How do I add an additional number to access line 400?
    1. Simply dial *400#
    2. Select “Manage your subscriptions”
    3. Select “Existing account”
    4. Select “Manage contact number”
    5. Then “Add contact number”. Please enter number in the format (7xxxxxxxx) then confirm the details.
    6. You will receive an SMS notification confirming the number has been added.
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