Frequently Asked Questions

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.

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
  • 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.

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

  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.

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

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.

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

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.

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.

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

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.

  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

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

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
  • 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.

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.

This is a service that ensures that you have full control over what is accessed on your Safaricom Home Internet connection. This service will offer protection against security threats including viruses, Trojans, spyware, adware and unwanted programs. It will also help protect you from harmful websites such as phishing websites or sites that might contain viruses. You do not need to download or install anything in order to use the Service, it is provided over the Safaricom Home Network.

The service ensures that your household is protected from online threats that may be harmful or inappropriate such as viruses, malware and malicious websites

The product can be accessed by any Safaricom Home Fibre customer on either Fibre only or Fibre plus packages

The service will be FREE for the first 30 days after which the service will cost Ksh 200

Unfortunately, No.
Customers will not be allowed to purchase SecureNet without having a Safaricom Home Fiber subscription.

You can pay for the service via MPESA or using your post-pay account.

The service allows the customer to filter content from what is accessed by their household through their Safaricom Home Fiber service. It also enables you to have full control of your Home Fibre internet by scheduling quiet time for members of their household

You can access the service by dialing *400# or on the Safaricom Home App by renewing or changing your service plan

You will need to change your existing plan so that you are able to opt in to the service. Your unused Fibre service will prorated hence you will not lose your money

You can opt-out of the service by changing your current plan and selecting a package that does not have Secure Net.

Yes, you will get a refund if after paying for the service, you are unable to access it.

Quiet time will allow a customer to choose when to have their Safaricom Home internet switched off. The setting will also allow the customer to set a time where their home internet connection is turned off.

The primary account owner will be the customer who makes payment for the Fibre service.

It is a service that allows Safaricom Home customers to make sure that their families and their homes are protected by enabling them to be in control of the activities in their home from wherever they are..

Safaricom Home CCTV allows you to have the ability to view the activities of your household at all times of the day from wherever you are using any of your devices.

Any Safaricom Home customer is eligible.

You can access it by purchasing a surveillance camera from any Safaricom shops or ordering one from Masoko online store. If the device is ordered from Masoko, it will be delivered to you within 72 hours. You will also be required to have a strong and sustainable Internet connection in your home.

Each device comes with an installation manual to assist you to install the device. If you would like to have the device installed, you should download the Safaricom Home App and request for installation under the 'Get Help Tab'.

You will be charged a one-time cost to purchase the camera. Afterwards, the service is free.

Yes, you can.

Simply call us at 400. If your problem cannot be solved, you will be requested to bring in your device to a Safaricom shop for further assistance.

No, you will not be refunded for your device if you no longer wish to use it.

Kindly check to see if the camera is receiving enough bandwidth from your router. If not, kindly purchase a device that goes by the name, 'Internet repeater' from a Safaricom shop to boost your Internet connectivity to where you have placed the camera.

Simply download the app for the specific device you are using from the App Store or Google Play store and set up the application with the instructions on the device manual. Once done, you should be able to view your home’s activities.

Quiet time will allow a customer to choose when to have their Safaricom Home internet switched off. The setting will also allow the customer to set a time where their home internet connection is turned off.

The primary account owner will be the customer who makes payment for the Fibre service.

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