Safaricom has reinstated its popular no-expiry data bundle allocations after a week of growing public backlash from customers who accused the telco of quietly doubling data costs.
The move comes after subscribers noticed that bundles offered under the no-expiry option had been significantly reduced from October 22.
Following widespread complaints, Safaricom has restored the original allocations and confirmed that the reduction was the result of a technical glitch.
According to the telco, the no-expiry package, which allows users to purchase indefinitely valid data at fixed or customized prices, had been unintentionally altered during a system update.
Safaricom said it has corrected the issue and reinstated the proper bundle rates.
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The company has also announced that customers who bought the affected bundles during the period of reduced allocations will be refunded the remaining data.
This comes months after Safaricom PLC announced that it has surpassed 50 million customers across its mobile network in Kenya.
In a statement on Thursday, July 24, Safaricom said the milestone reflects the trust, loyalty, and partnership of Kenyans over the past two and a half decades.
The telecom also noted that the achievement is partly as a result of the company’s yearlong customer engagement drive, which started in 2024 and will culminate in its 25th anniversary celebrations in October 2025.
"We are honoured by the trust that over 50 million Kenyans have placed in us. This milestone reflects the deep connection we have built with Kenyans over the past two and a half decades, and as we approach our silver jubilee, we recommit ourselves to always being a force for good and creating what’s next for our customers," said Safaricom CEO Peter Ndegwa.
Over the past year, the telco has accelerated its focus on customer engagement and experience, through initiatives such as Sambaza Furaha and M-PESA Sokoni.
Beyond Kenya, Safaricom also expanded its operations to Ethiopia, where it has also achieved a significant milestone, surpassing 10 million customers as of July 2025.
Ndegwa said the company’s rapid growth in a new market underscores its vision to become Africa’s leading purpose-led technology company by 2030.
"Our journey has always been about putting customers first, and this achievement is a direct reflection of that dedication. Looking ahead, our next chapter will be about deepening impact, personalizing customer experiences, and driving Kenya’s digital transformation agenda," he added.
