Nairobi Water customers experiencing challenges with updating their contact details from their previous water accounts and are still receiving e-bill SMS alerts after moving out have been guided on how to make the necessary updates.
In a notice issued on March 3 by the Nairobi City Water and Sewerage Company, the company noted that affected Kenyans can easily make the updates.
“Moved houses and still getting your old Nairobi Water e-Bill SMS? You can update your preferences easily,” Nairobi water said in part of its notice.
How to Stop Nairobi Water e-Bill SMS After Relocation
Customers who have moved houses but continue receiving water bill SMS notifications can remove their phone number from the previous account using the following steps provided;
- Dial *260# on your mobile phone.
- Select 1 – Registration from the menu.
- Choose 3 – Deregister e-Bill.
- Enter the water account number linked to the previous residence.
- Submit the request to remove your number from that account’s billing alerts.
Further, the Nairobi water company explained how to stop their promotional messages if customers find them disruptive.
Also Read: Nairobi Water Increases Water and Sewerage Charges For Households and Businesses
To stop promotional SMS messages;
- Dial *456# on your phone.
- Select 9 – STOP.
- Choose 5 – Marketing Messages.
- Select Stop All to unsubscribe from promotional texts.
Why Nairobi Water customers receive e-Bill SMS After Relocation
Customers may continue receiving e-Bill SMS notifications after relocating because their phone numbers remain registered to the water account associated with their former residence.
When a customer moves without deregistering their number from the previous account, the billing system continues sending automated payment alerts and account updates to the registered contact.
This typically occurs when the new occupant has not updated the account details or when the previous customer has not removed their contact information from the e-billing service.
Also Read: City Residents to Pay More as Nairobi Water Seeks Upward Tariff Review
Water and Sewerage Charges Increased
The Water Services Regulatory Board (WASREB) approved a revised tariff structure for the Nairobi City Water and Sewerage Company Limited (NCWSC), paving the way for changes to bills.
These changes were officially published in the Kenya Gazette notice dated February 27, which sets the new tariff structure for the financial years 2025/2026 to 2028/2029.
Sewage charges were also updated; therefore, customers connected to the sewer system will now be billed at 75% of their total water consumption, using the sewerage rates assigned to their category.
This means that the more water a customer uses, the higher the sewerage cost will be.
