Mwelekeo Insights, a firm that gauges public opinion and shares it openly, recently posted on X about a frustrating experience with Airtel Kenya.
Their office WiFi, which runs on an Airtel connection, went completely off since the weekend.
The office sits just around Nairobi’s CBD, an area full of businesses that need steady internet to run daily activities like sending emails, joining online meetings, sharing files, and serving clients without delays.
In the post dated 28 April 2026, they wrote directly to @AIRTEL_KE:
“Our Airtel office WIFI (location: just around CBD) has been off since the weekend. We have reached out severally and the feedback has always been that the matter has been forwarded to the technical team and we’ll get feedback from 5th May.” They went on to question the quality of support, asking, “What kind of lazy customer-relations is this? And does our work stop meanwhile? Will you refund for those days our work was affected?
Unbelievable!”
This kind of complaint is not new for Airtel Kenya users. Many people in Nairobi and other parts of the country have shared stories about slow internet, sudden drops in connection, or long waits for technical teams to respond.
In busy places like the CBD, where offices handle a lot of online work, even a few days without WiFi can cause real problems.
Teams may miss deadlines, lose business opportunities, or spend extra money on mobile data as a backup, which is often more expensive and less stable.
In Kenya, there have been past discussions and guidelines about telecom companies giving some form of compensation when services fail for long periods. While exact rules can depend on the package and how serious the downtime is, affected users sometimes expect refunds or credit for the lost days.
