Safaricom Plc is taking its Home Internet teams into residential estates as the telecom operator seeks to deepen fibre adoption in areas already covered by its network.
The company recently held a Home Internet Clinic at Avenue Park Phase 1 in Nairobi’s Embakasi area, giving residents direct access to Safaricom technicians and Home Internet specialists to discuss connectivity issues and available products.
About 70% of Avenue Park is connected to Safaricom, according to Hakim Ali of the company’s Home Segments team. The estate-based engagements give the operator an opportunity to reach potential customers within its existing network footprint while also engaging current subscribers.
“These clinics are important because they bridge the gap between Safaricom and our customers,” Ali said during the clinic. “We have brought along a team of experts and technicians who can respond to their concerns firsthand.”
Safaricom’s fixed connectivity business has expanded as demand for broadband increases among Kenyan households. Fibre-to-the-Home customers rose 35% year-on-year to 407,080 in the year ended March, while homes passed increased 16.2% to 807,020, according to the company’s FY25/26 results.
The figures point to a growing opportunity for Safaricom to convert more households within its existing fibre footprint into subscribers, reducing its reliance on network expansion alone to grow the customer base.
The operator has also increased speeds across its Home Fibre plans by as much as 2.5 times without additional charges, as households use broadband for work, education, entertainment and multiple connected devices.
The estate clinics also allow Safaricom to introduce customers to products beyond fixed fibre. Avenue Park resident Paul Wanyoke, who has used Safaricom Home Fibre for about 18 months, said he was interested in the company’s portable router because he travels frequently.
“I am always on the move, and having internet with me when I travel without having to keep buying bundles would be very useful,” he said.
Safaricom’s push into residential communities comes as competition in Kenya’s fixed broadband market increasingly focuses on customer acquisition and retention, alongside network coverage and service quality.
For the operator, engaging households directly within estates provides another route to grow its fibre business as more homes come within reach of its network.
