Safaricom Slashes Data Bundles by Half, Customers Cry Foul

Kenya’s telecom giant quietly cuts non-expiring data offerings, effectively doubling costs as subscribers threaten to switch providers

NAIROBI – Safaricom has quietly slashed the data volumes in its popular non-expiring bundles by up to 50%, effectively doubling the cost of mobile data for thousands of Kenyan subscribers who rely on the flexible payment options.

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The changes, which appeared over the weekend in the MySafaricom app and the *544# USSD menu, have sparked widespread outrage among customers who discovered they are now getting significantly less data for the same price.

Dramatic Cuts Across the Board

The reductions are substantial and affect multiple price points in Safaricom’s customizable, non-expiring data plans. The Sh51 bundle, previously offering 255MB of data, now provides just 102MB – a reduction of 60%. The Sh100 bundle has been cut from 400MB to 200MB, representing a 50% decrease.

These non-expiring bundles have been particularly popular among Kenyan consumers because they allow users to purchase data without time restrictions, offering flexibility for those who use mobile internet intermittently or want to avoid the pressure of expiring packages.

Silent Implementation, Angry Response

What has particularly angered subscribers is the manner in which the changes were implemented. Safaricom made no public announcement about the reductions, with customers only discovering the cuts when attempting to purchase bundles through the company’s digital platforms over the weekend.

Social media platforms have been flooded with complaints from frustrated Safaricom customers, with many threatening to switch to rival providers Airtel or Faiba, which are being touted as offering better value for money.

“This is daylight robbery,” wrote one subscriber on Twitter. “Double the price with zero communication. Time to move to Airtel.”

Company Response Raises Questions

When confronted with earlier complaints about the bundle changes, Safaricom attributed the issues to a “system problem” and promised to resolve them. However, the company has not issued any public statement explaining the reduction in data volumes or addressing whether this represents a permanent pricing change.

The lack of transparency has only fueled customer anger, with consumer advocates questioning whether the telecom giant is taking advantage of its dominant market position to impose unfavorable terms on subscribers.

Market Implications

Safaricom controls the lion’s share of Kenya’s mobile telecommunications market, with tens of millions of subscribers across the country. The company’s pricing decisions have significant implications for digital access and affordability in a nation where mobile internet is the primary means of online connectivity for most citizens.

The timing of the cuts is particularly sensitive as Kenyans face rising costs of living across multiple sectors. Mobile data has become essential for everything from mobile banking and online learning to small business operations and government services.

Competitors Circle

Rival telecommunications companies Airtel Kenya and Faiba are likely to capitalize on the discontent, with social media users already sharing comparison charts showing more favorable rates from Safaricom’s competitors.

The exodus of even a small percentage of Safaricom’s massive customer base could represent significant revenue losses for the company, particularly if the changes push price-sensitive consumers to explore alternatives they might not have otherwise considered.

As of publication, Safaricom had not responded to requests for comment on whether the bundle reductions are permanent, what prompted the changes, or whether the company plans to communicate directly with affected customers about the new pricing structure.

For now, Kenyan mobile users are left calculating whether their loyalty to the country’s dominant telecom provider still makes financial sense in an increasingly competitive market.

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