Amidst rising concerns over the Kenya Power and Lighting Company’s (KPLC) system glitch, the utility firm has now confirmed the root cause of the issue.

According to KPLC, the disruption is a result of a network breakdown within its service provider, which has impacted various services, notably the purchase of prepaid tokens through M-Pesa and USSD Code *977#. Customers have been expressing their frustrations on multiple social media platforms as they encountered difficulties in accessing KPLC services.

In response to the situation, Kenya Power has urged its clients to seek alternative methods for token purchase, such as visiting banking halls, using Airtel Money, or authorized banks, while the issue is being addressed. They assured customers that they are actively working with their service provider to promptly restore the affected services.

Despite these measures, the inconvenience caused to customers has been acknowledged, and KPLC has extended apologies for any disruptions experienced.

For instance, a recent transaction attempt resulted in the message, “Transaction failed, M-PESA cannot complete payment of Sh 2000.00 to KPLC PREPAID. The Organization’s system receiving the payment experienced some technical challenges, try again later.” While KPLC seeks a speedy resolution, customers are encouraged to exercise patience and explore alternative payment options until normalcy is restored.