Safaricom CEO refutes claim of intentional internet outage amid demos

Safaricom CEO Peter Ndegwa has dismissed claims on social media that the service provider deliberately cut the internet on Tuesday during widespread demonstrations against the Finance Bill, 2024.

A massive internet outage was reported in several parts of the country as demonstrators voiced their concerns on the Finance Bill, 2024.

Ndegwa explained that the outage, which affected multiple regions, was caused by a cut affecting two undersea cables that manage internet traffic into and out of the country.

“I want to sincerely apologise for the network outage that started on the 25th of June. This network outage was caused by reduced bandwidth on some of the cables that carry internet traffic. Please note that this did not only affect Safaricom but also the whole industry,” he said.

“We are doing everything to ensure that we give you the service that you deserve and bring back the service as soon as possible. Safaricom is committed to serving all Kenyans without discrimination and we will continue to do so now and in the future.”

We extend our deepest condolences to the families and friends of those who lost their lives during the recent protests. We appreciate Kenyans who exercised their right to peacefully protest, your voices strengthen our democracy. @SafaricomPLC is committed to serving all Kenyans… pic.twitter.com/UBlv6YyQVL

— Dr Peter Ndegwa (@PeterNdegwa_) June 26, 2024

Following the outage, many Kenyans took to X, formerly Twitter, to express their frustration, with claims that Safaricom disrupted the network to prevent live coverage of the protests.

“I'm so mad at Safaricom. Let it be known that when we needed Safaricom most, they gave away our data to the government and switched off the internet so people could be massacred in Githurai,” Josh, an X user, said.

“Safaricom sided with the government to switch off the internet and bring down Twitter / X in the middle of a revolution and lied that it's a fibre cut,” Daguind, another X user, said. “We need a new internet service provider. Every minute I use Safaricom, since yesterday, is painful."

Safaricom also faced allegations of involvement in the abduction of several prominent social media users, with claims that it shared personal information and locations with authorities.

Ndegwa refuted the claims saying they do not disclose people’s information and that they adhere to data privacy laws.

“Safaricom does not disclose customer information or their location. We adhere to the laws of the land in terms of data privacy, have done so in the past and will continue to do so now and in the future,” he said and encouraged customers to report any issues for resolution.

While lauding protesters for exercising their rights, he also mourned those who lost their lives during the protests.

“I pass my deep condolences to the families and friends of those who lost their lives during the recent protests. I acknowledge and appreciate those who exercised their civic rights to participate in the peaceful protests. Your actions and courage speak highly of our democracy,” he said.

On Tuesday, the service provider noted that redundancy measures were activated to minimise service interruption and keep customers connected ahead of the full restoration of cables.