How to Choose the Best Internet Service Provider in Kenya

 

Choosing the right internet provider in Kenya is very crucial for a more reliable and enjoyable experience. With the variety of options out there it can be overwhelming to decide which ISP to choose from that suite your needs, in this blog I will break down some of the key factors to consider when selecting your ISP ranging from speed, customer service, pricing and more so you can make an informed decision and find the best internet solution.

Key Factors to Consider When Choosing an ISP.

When selecting an Internet Service Provider (ISP), one crucial factor to consider is speed. For a reliable Wi-Fi connection that remains fast and stable throughout the day and night, even during peak usage hours, speed is paramount.

Internet speeds are typically measured in megabits per second (Mbps), and the higher the Mbps, the faster your data can be transferred. In Kenya, various internet providers offer different types of speeds. The highest speed is provided by Zuku Fiber, which offers an impressive speed of up to 250Mbps.

If you're unsure about which internet speed is ideal for your needs, let me break it down for you:

1. 3-5  Mbps-This is usually suitable for basic browsing, receiving, and sending emails, and scrolling through social media. However, these speeds may not keep up with video streaming and online gaming

2. 10-25 Mbps supports streaming in standard definition and allows for casual online gaming. 

3. 50-100 Mbps is very suitable for streaming high-definition content and supports online gaming with minimal lags.

4. 100 Mbps is best for households with multiple users who stream in Ultra HD or 4k resolution, download large files, and always participate in competitive online gaming.

When comparing costs among various internet service provider (ISP) plans, it's crucial to consider potential hidden fees. Some ISPs may impose additional charges if you surpass your data cap, so it's essential to factor these fees into your overall cost comparison.

Another important factor to consider in choosing an ISP is reliability. Several ISPs have failed to maintain consistent performance. Frequent downtimes within a short period can drive customers to switch to a different provider

Maintaining internet uptime and consistency is crucial for internet providers to attract and retain customers. Here are some key reasons emphasizing the importance of uptime and consistency in internet services:

Having internet downtimes can disrupt your flow, causing frustrations if it persists. For individuals who rely on the Internet for work, education, or entertainment, this can be a significant issue. In such situations, you might consider switching to internet providers with consistent service, which can be time-consuming and costly.

In Kenya, many essential services, like e-Citizen, now rely heavily on the internet. The government has made it mandatory to access this platform for certain services, necessitating the use of a smartphone, computer, and reliable internet connection. Uptime and consistency are paramount for activities like streaming, online banking, and communication.

Due to the increasing popularity of remote work, many Kenyans have actively sought employment opportunities that can be performed remotely, eliminating the need for daily commute or in-person job searching.

It is important to note that some online jobs like financial trading require consistent speeds and minimal downtime, as they are demanding and often have strict deadlines.

The rise of remote workers has prompted the demand for internet connectivity, leading to the emergence of additional Wi-Fi providers offering competitive and affordable packages.

Before contacting an Internet service provider (ISP) to connect their Wi-Fi network to your home, reviewing their service level agreement (SLA) is crucial. An SLA is a contract between the service provider and the customer, outlining the specific level of service the ISP will provide. This agreement ensures that both parties understand the expectations and responsibilities involved in the service provision.

To obtain the service level agreement (SLA), visit the service provider's website and look for "Terms of Service" or "Legal Documents." For example, if you use Safaricom Home Fibre as your service provider, search for "Safaricom service level agreement" and click on the first link to read the document.

Data Caps and “Unlimited” Plans

As defined by TechTarget, a data cap represents a limitation imposed by an Internet Service Provider (ISP) on the volume of data that can be transferred through a user account during a predefined billing period.

In February 2021, Safaricom, a prominent ISP in Kenya, implemented data caps. This decision, however, faced significant criticism, particularly from users who regularly downloaded large files or shared networks with multiple users.

The change meant that Home Fiber was no longer unlimited. Once the fair usage limit for a subscribed package is reached, speeds are throttled to 1Mbps for the Bronze plan and 3Mbps for the Silver, Gold, and Diamond plans.

The data caps provided by different internet service providers can differ greatly. Safaricom's fair usage policy, for example, assigns a 500GB  cap for the Bronze plan and 1TB for the Silver, Gold, and Diamond plans.  If you exceed this data limit, your internet speed may be throttled to 1 Mbps for Bronze and 3 Mbps for Silver, Gold, and Diamond, leading to a slower browsing experience and making activities like streaming videos or playing online games more challenging.

However, there are a few things you can consider when evaluating data caps and usage policies:

1. To gauge your typical data usage, examine your past phone bills or check your online usage meters. This will help you determine the usual amount of data you consume in a month. 

2. Consider how your future needs may evolve. Factors such as adding a new device to your home network, working from home, or subscribing to a streaming service may necessitate a plan with a higher data allowance.

3. When comparing costs among various internet service provider (ISP) plans, it's crucial to consider potential hidden fees. Some ISPs may impose additional charges if you surpass your data cap, so it's essential to factor these fees into your overall cost comparison.

Technology.

Digital Subscriber Line

In terms of internet delivery, various technologies are employed, with fiber technology standing out as the most prevalent and superior option. Fiber internet utilizes flashes of light transmitted through thin glass or plastic fibers, providing the fastest and most dependable connection.

Notably, fiber internet offers symmetrical speed, ensuring that upload speeds match download speeds. This feature makes fiber internet ideal for activities involving large file uploads and video conferencing, where both upload and download speeds are crucial.

Digital Subscriber Line (DSL), which leverages copper telephone lines to provide internet access. However, DSL speeds tend to be slower than fiber optics and are affected by the distance from the service provider's main office. This limitation makes DSL less suitable for activities requiring high bandwidth.

Here are the benefits of DSL:

1. It's cost-effective because it doesn't require the same expensive infrastructure as other technologies like fiber.

2. With high-speed internet, downloading, streaming, and uploading large files becomes effortless and swift, ensuring a smooth and efficient online experience.

3. In contrast to certain technologies, DSL provides the advantage of simultaneous device usage, making it a suitable option for households or individuals with numerous gadgets.

4. There are no data caps, so you can download and stream as much as you want without having to worry about running out of data.

Overall, DSL is a great option for people who want a reliable and affordable high-speed internet connection.

Wireless.

Wireless internet access, facilitated by radio waves from a Wi-Fi hotspot, offers a convenient and cost-effective alternative to wired technologies such as fiber and DSL. It is particularly suitable for individuals who require flexibility and do not have access to traditional wired connections. Eliminating the need for cables and wires not only enhances mobility but also reduces installation and maintenance costs compared to wired counterparts.

Wireless internet access speeds are inconsistent and impacted by weather, the number of users connected, and the signal strength. Moreso data caps are common on wireless plans.

Satellite.

In remote areas, satellite-based internet solutions like Starlink provide connectivity. Data is transmitted from space to Earth's ground stations, which then relay it to satellites orbiting the planet. For individuals living in remote regions with limited internet access, satellite dishes serve as an effective solution. These devices allow seamless internet connectivity by receiving signals from satellites orbiting the Earth and relaying them back to users. 

Starlink, a notable satellite internet provider, was recently launched in Kenya, offering unlimited data for a subscription fee of KES.6,500 per month. While satellite dishes have advantages such as wide coverage and reliability, they are often criticized for their high cost and latency, which can impact real-time applications.

Customer Support.

Seeking a more affordable option, my friend recently switched to a new internet service provider. However, after a few months of using the new Wi-Fi, he encountered several problems. The internet connection was consistently unstable, causing significant inconvenience. Additionally, the customer support provided by the new ISP was highly disappointing.

They were often unresponsive, failed to resolve the issues promptly, and even lied to him on multiple occasions about actively working on a solution. One particularly frustrating incident involved a two-day period during which my friend had no internet access at all.

The significance of selecting the right ISP is underscored by this incident. I have been a Safaricom Fiber customer for a while now, and their customer service has always been top-notch. Recently, I experienced a problem with my Wi-Fi, which was particularly slow at night, making it difficult to work effectively. I simply called their customer service, and a team promptly arrived to resolve the issue.

During the internet connection installation process, ensure you have the contact information of the service provider, including phone number, email address, and social media handles. Responsive and reliable customer service is vital in case of any issues with your Wi-Fi connection.

How to Research Internet Providers.

To ascertain the availability of the service provider in your area, you can visit their website and check if they offer services in your location. Alternatively, you can contact them directly and inquire about their availability. 

It is essential to thoroughly read reviews, both positive and negative, to gain insights into the quality of the service provider's offerings and make an informed decision.

Seek recommendations from people in your community, such as friends and neighbors who use the same ISP you're considering. Their firsthand experiences can provide valuable insights into the service's reliability, speed, and customer support.

Conclusion.

When selecting an internet service provider (ISP), consider several key factors that contribute to a positive internet experience. These include reliable customer support, awareness of data caps and fair usage policies, consistent speed, and overall reliability. Evaluating these aspects will enable you to make an informed decision and choose an ISP that aligns with your needs and expectations

Due to the constant evolution of technologies and changing usage patterns, it's crucial to reassess your internet needs. Whether you're considering fiber, DSL, wireless, or satellite internet, evaluating available options, comparing plans, and researching internet service providers (ISPs) thoroughly is essential before making a decision. This ensures that you select the internet service that best aligns with your current and future requirements.