Bad News for Safaricom and Airtel as Kenyans Declare “Enough Is Enough” and Make This Demand

Kenyans who buy data bundles only to watch them disappear too quickly may finally have a reason to demand answers. Safaricom and Airtel are facing fresh scrutiny after complaints about premature data depletion emerged as a major concern for mobile users.

Figures covering July to September 2026 show that data services generated 140 of the 479 complaints escalated to the Communications Authority of Kenya. That represents 29.2 percent of all complaints received during the period.

For many Kenyans, this is frustrating. A customer may purchase a bundle expecting it to last for days, only to find the balance exhausted much earlier. Such cases can affect students attending online classes, workers handling assignments and small businesses that depend on internet access.

The Communications Authority said complaints also involved disputed data consumption and deductions, failure to restore services after payment, and providers not delivering paid-for services. It reported that 37 of the 44 billing-related complaints had been resolved through refunds, account credits and restoration of services.

The scrutiny comes as Safaricom and Airtel dominate Kenya’s mobile data market. By June 2026, they held 64.4 percent and 31.9 percent of mobile broadband subscriptions respectively. However, the regulator did not identify which operator received the most complaints.

The incident sparked reactions online, with many people left talking about whether their bundles offer fair value. Supporters appeared divided, while customers want clearer billing and reliable explanations whenever data runs out.

Have you ever lost your data bundle faster than expected, and which network were you using? Share your experience in the comments.

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