The Kenya Power and Lighting Company (KPLC) has been under pressure following a massive technical hitch that led to the delay of tokens purchase for customers throughout the country.
Kenya Power on February 10, 2024, at around 7:50 PM issued an update noting that normal services had resumed in token generation and postpaid bill payment.
After hours of complaints, the company announced that customers could go on and purchase prepaid tokens and pay their postpaid bills without delays.
“Dear customer, we wish to inform our prepaid and postpaid customers that we have resolved a technical hitch that was affecting token generation and postpaid bill payment,” read part of the statement.
The company further noted that undelivered tokens for customers who had paid earlier in the day would be sent to the respective customers in the shortest time possible.
Kenya Power also apologized for the inconveniences caused, directing customers to visit the company’s social media accounts or website for more information.
However, despite the update, the lighting company has been put on the spot as some Kenyans online still complained about delays while purchasing tokens.
Frustrated Kenyans went on to react to the update by KPLC, with a majority calling out the company.
Kenyans furious
Also, some customers went on to share their meter numbers while reacting to the update that has since amassed a number of reactions from customers countrywide.
A social media user named Denzil reacted, “Why are you deceiving Kenyans that you’ve solved the issue. I have personally made double payment, no tokens allocated and I’m in total darkness.”
Despite the initial update, KPLC responded to him at around 10:40PM noting that the issue was being addressed and offered an apology for the inconvenience.
Also Read: KPLC Announces Token Purchase Delays Affecting Select Kenyans
Echoing Denzel’s sentiments, another user named Njagi Junior reacted stating, “Have paid and yet have not received my token. Which system have you rectified?”
Sarah Amatta on the other hand lamented of buying tokens at around 6:00pm and had not yet received the postpaid message by 9:30 PM despite the M-PESA transaction being successful.
Fact check
The Kenya Times conducted a fact check and established that indeed there was still a technical hitch causing delay of tokens on February 10.
We made a payment at 11.02 PM and despite the M-PESA transaction confirmation message almost coming instantly, the KPLC postpaid message came at around 11:40 PM.
However, we can confirm that the delay time has since been minimized as confirmed in a subsequent attempt to purchase the tokens.
We tried to buy tokens on February 11, 2024, at 6:53 am, and received the KPLC tokens’ message at 6:58 am.
Earlier at around 4:30 pm on February 10, Kenya Power had announced a power outage affecting purchase of electricity tokens.
In a statement, the company announced that the system was undergoing a delay in token generation and postpaid bill payment.
“We are experiencing a technical hitch which is affecting both our prepaid (token generation) and postpaid bill payment systems,” read part of the statement.
Buying KPLC Tokens
Although there are many ways to purchase electricity tokens, the most common way is through M-Pesa.
You can purchase them through your M-Pesa by selecting ‘Lipa na M-PESA’ on your app and selecting the Pay bill option.
Also Read: Relief for Kenyans as Govt Reduces Cost of KPLC Tokens
Proceed to enter the business number 888888 for postpaid and 888880 for prepaid tokens and your 11-digit prepaid meter number as the account number.
When that is done, enter the amount you wish to purchase and your M-Pesa pin to confirm your payment.
Buying Through KPLC Agents
Top use this method, you have to physically visit KPLC agent shops located in various locations across the country to purchase tokens.
The agent will require you to submit your meter number and the amount you wish to spend to purchase tokens.
When successful, the agent will give you the tokens reference number and a confirmation of payment.
In return, agents make a commission depending on the transaction number.
At the same time, there is a provision for you to but tokens through your mobile banking.
Depending on the banking app you use, you can purchase them through their provided USSD or procedure.
