Making a call at 1 a.m., sending a random M-PESA to a friend, or dancing to the latest TikTok tune has become routine for millions of Kenyans. A slight delay in any of these services can feel frustrating, if not disruptive.
In 2013, that frustration was all too real for customers at Sunstar Hotel along Thika Road.
“We were having a network challenge where, when a client comes around, they cannot make their calls comfortably. They have to get out of the restaurant or the rooms to find where the network is a bit stable,” recalls James Mwirigi, Finance Manager at Sunstar restaurant.
The problem did not stop at calls. Even M-PESA transactions were unreliable. “When a client pays, you don’t have a confirmation message to confirm that we have received the payment. So that challenge really was very, very stubborn, and we really had a hard time confirming the payments,” he said.
By 2016, the situation had worsened, prompting Mwirigi to reach out to Safaricom. His call connected him to a customer care officer named Agatha, who escalated the matter. Engineers later installed a rooftop network booster, stabilising Sunstar’s connection. “Since then, at least, it has stabilised. Now I can pick calls and transact on M-PESA,” he said.
Stories like Mwirigi’s are what drive Safaricom’s network teams, a mix of engineers and analysts working around the clock to keep services alive.
At Telposta Towers in Nairobi, network engineer Kiptanui Kandie monitors the Central Business District. “On a day-to-day basis, I check on the network incidents affecting the Nairobi CBD. Anything that is affecting service is given priority,” he explained.
When an outage occurs, Kandie and his colleagues move immediately, no matter the hour. “We are always on call, regardless of the time. We have teams who facilitate us on security to make sure we are safe, and at the same time, we ensure the service is available right on time.”
Once issues are resolved, the teams shift to preventive maintenance, ensuring that the same hitches do not return.
Behind Kandie is another critical unit: the Safaricom Service Operation Centre (SOC) in Westlands, where engineers monitor the entire network 24/7. From voice and data to fibre, enterprise services, and M-PESA, every transaction and connection is tracked through advanced systems.
“We monitor all the activities that happen in those boosters. We don’t have somebody physically on site to monitor, so we have been empowered with tools that can detect all the activities in those boosters,” said Lillian Kiambati, who leads the SOC team.
Engineers sit in front of multiple screens displaying the health of the network. Their day begins with a shift handover at 6 a.m. or 6 p.m., ensuring no incident is missed. “The handing over engineer will brief the incoming engineer on the incidents which happened during the day and any escalations which have been done,” explained Alex Muthengi, an SOC engineer.
Given the intensity of the job, the SOC has built-in wellness spaces, including a breakout area, massage chair, and PlayStation console. “The shifts here are long, and we sit for a very long time. The breakout area helps us relax,” Alex said.
Meanwhile, at Safaricom headquarters on Waiyaki Way, the Security Operations Centre (also SOC) protects the network from cyber threats. “We see the threats that are happening within the organisation and externally,” said Samuel Ochieng, who leads the cybersecurity team.
Threat analysts, such as Annette Wanjiru, review reports daily, examining trends and potential vulnerabilities. “We collect events from devices within the network and also at the perimeter. Those that are hitting us and what was caught by our defence mechanisms, and the mitigations we do. Then we look at controls to improve and incidents to research on,” she said.
Recent Outages
These teams have made Safaricom’s network one of the most robust in the region. Yet, like all technology, it is not immune to disruption.
On Wednesday night, September 10, thousands of Safaricom customers experienced a nationwide outage that lasted more than 12 hours. Calls, mobile money, and internet access were all affected, sparking outrage on social media.
“No signal for over 5 hours now. At a minimum, issue a statement and tell us what’s happening. That’s the basic courtesy you owe your customers!” wrote user @toniamutiso on X.
Others shared their struggles. Nyabokemat said she was stranded in town from 6 a.m. without fare, as she could not withdraw money or call anyone.
Safaricom’s customer care team acknowledged the fault throughout the night, responding with apologies and assurances. “Hello, our apologies, we are experiencing a network fault, the issue is under resolution, we’ll advise once done.” The incident highlights just how much Kenyans depend on the Safaricom network for daily life.
For Safaricom’s engineers, analysts, and cybersecurity experts, the mission remains the same: keeping the network alive and ensuring millions of customers stay connected, even as frustrations over outages remind everyone of just how fragile that lifeline can be.
