Mobile network quality in Kenya has deteriorated, with the Communications Authority of Kenya (CA) warning that operators are struggling to keep pace with rising demand for data and digital services.
A new industry assessment shows overall service performance fell to 68 percent in the year ended June 2025, down from 73.49 percent a year earlier.
The regulator attributes the decline to overstretched infrastructure, as growth in smartphone use, video streaming, and enterprise connectivity continues to outpace network expansion and spectrum efficiency improvements.
“This implies the need for more investment in network quality improvement to meet the increasing consumer demands and expansion in mobile service coverage,” the CA said in its report.
Operator performance shows widening gaps
The report places Safaricom ahead of rivals, with a quality score of 89.72 percent, up from 88.1 percent the previous year, keeping it above the 80 percent compliance threshold.
Airtel Kenya recorded a decline to 81.14 percent from 83.3 percent, remaining within the acceptable range but reflecting pressure on network capacity.
Telkom Kenya posted the sharpest drop, falling to 52.76 percent from 67.6 percent, well below the minimum standard. The regulator pointed to continued constraints in infrastructure investment and network expansion.
“The overall performance for Safaricom is 89.72 percent, and for Airtel is 81.14 percent; hence, they met the threshold of 80 percent. The overall performance for Telkom is 52.76 percent, hence it did not meet the threshold,” the CA said.
Rising demand exposes network limits
The deterioration in mobile network quality in Kenya comes as the country’s digital economy deepens its reliance on telecom infrastructure. Mobile networks underpin payments, communication, and a growing share of business operations, raising the stakes for reliability.
Increased data consumption and persistent voice traffic have placed sustained pressure on existing capacity. The expansion of video streaming and cloud-based services is further intensifying demand patterns that networks were not originally built to handle at current scale.
Users are experiencing the effects through dropped calls, slower internet speeds, and inconsistent connectivity, with direct consequences for productivity in both households and businesses.
“Declining service quality is now visible in everyday use, from unstable calls to slower data speeds.”
Regulator tightens oversight as standards come under review
The Communications Authority of Kenya has stepped up scrutiny of operators, warning of penalties for failure to meet quality benchmarks. It is also considering raising the minimum compliance threshold from 80 percent to 90 percent, a move that would require significant upgrades across networks.
Previous assessments have already led to warnings for underperforming firms, and the latest report reinforces the regulator’s focus on enforcement as demand continues to rise.
Investment pressure builds across the sector
The findings place renewed pressure on telecom operators to accelerate capital expenditure on infrastructure, including base stations, spectrum use, and network optimization.
For operators, the gap between demand growth and network upgrades is narrowing. Without sustained investment, service degradation is likely to persist, even as Kenya’s digital economy becomes more dependent on stable and high-quality connectivity.
Mark your calendars! The GreenShift Sustainability Forum is back in Nairobi this August. Join innovators, policymakers & sustainability leaders for a breakfast forum as we explore sustainable solutions shaping the continent’s future. Limited slots – Get your early bird tickets now – here. Email [email protected] for partnership requests.
Go to TECHTRENDSKE.co.ke for more tech and business news from the African continent and across the world.
Follow us on WhatsApp, Telegram, Twitter, and Facebook, or subscribe to our weekly newsletter to ensure you don’t miss out on any future updates. Send tips to [email protected]
