Safaricom Home Fibre Internet is one of the most widely used internet products in Kenyan homes and businesses.
Safaricom Home Fibre is a broadband service that delivers high-speed internet directly to homes through fibre-optic cables. It includes a free Wi-Fi router upon installation and is available in select urban and suburban areas across Kenya.
Eligibility Requirements Before Accessing Safaricom Home Fibre Internet Services
To access the service, you must live within a Safaricom Home Fibre Zone. You can check coverage using these methods:
(a) Safaricom Website
To access Safaricom Home Fibre services, you must first live within a designated Home Fibre Zone. Safaricom offers several methods for customers to verify whether their area is covered.
One of the easiest options is through the Safaricom website at https://neo-internet.safaricom.co.ke/.
By entering the name of your estate, street, or building in the coverage checker, you can quickly find out if the service is available at your location.
Also Read: Safaricom Launches Bundle for Drivers with Insurance and Free Google Maps
It is essential to note that not all areas are eligible for every plan. The 4G Home Plans are restricted to locations with strong indoor 4G coverage, while the 5G Home Plans are only accessible to customers living in areas with reliable 5G connectivity.
(b) MySafaricom App
Another way one can access the Home Fibre Services is through the MySafaricom App by following these steps:
- Download or open the MySafaricom App (Android/iOS).
- Navigate to Home Fibre services.
- Enter your location or select from the drop-down list.
- You’ll see if your estate is connected.
(c) USSD Code
Alternatively, you can use a USSD code to check for the service. On your Safaricom line, dial *400#, then select the option for Fibre Availability. Enter your estate name or area, and you will receive a confirmation SMS if coverage is available.
(d) Safaricom Shop
- Visit the nearest Safaricom retail shop.
- Ask a customer care representative to check coverage for your area.
(e) Customer Care
- Dial 100 (from a Safaricom line) or 0722 002 100 (from any line).
- Request confirmation of Home Fibre availability at your address.
Once you have confirmed coverage using one of the methods above, you are ready to register for Safaricom Home Fibre. The registration process is as follows:
Select your preferred plan. You will then receive an SMS with your unique Fibre Account Number, which will be used for payments. Pay the first month’s subscription via M-PESA (Paybill: 150501; Account: your Fibre Account Number). Bulk payments for 3, 6, or 12 months attract discounts. A one-time connection fee of Ksh 3,000 may apply, although it is often waived during promotions.
After payment is processed, installation follows. Safaricom technicians handle installation, usually within 48 hours of payment.
Installation Process
- Scheduling: After payment is done, a technician will contact the buyer to book a visit.
- Setup: The team installs an Optical Network Terminal (ONT) to convert fibre signals, connects it to the provided Wi-Fi router, and configures their network (SSID and password).
- Activation: You will receive an SMS once the service is active, after which you can connect your devices via Wi-Fi or Ethernet.
- Relocation: If moving, email [email protected]. Reconnection is free if you bring your router; otherwise, a replacement fee will apply.
- Timeframe: Installation takes 1–2 hours. Service activates immediately after setup.
Accessing and Managing the Service
To access and manage the service, start by using the default Wi-Fi name (SSID) and password printed on the router sticker. For added security, log in to the router’s admin panel at 192.168.100.1 using the default credentials provided on the router, and then update your Wi-Fi settings.
Also Read: How to Stop or Unsubscribe from Safaricom Premium SMS
Through the MySafaricom App, you can view your balance, renew your plan, change packages, or pay bills under Home Internet > Home Fibre. Alternatively, you can dial *USSD 400# to renew your subscription, upgrade your plan (after 30 days), or make bulk payments.
For payments, use M-PESA Paybill number 150501, entering your Fibre Account Number as the account reference.
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