Safaricom CEO Peter Ndegwa recently apologized to the company’s customers following a major internet outage in late June 2024 during the anti-government protests in Kenya.
While many speculated that the outage was an intentional move to curb communication among protesters, mainly Gen Z users on social media, Safaricom attributed the disruption to issues with undersea cables.
During an interview on Citizen TV, Ndegwa addressed the situation, emphasizing the vital role of internet connectivity. He compared the internet to "air," stating that people often take it for granted until it is lost, and acknowledged customers' frustration during the outage.
Ndegwa regretted the disruption and reaffirmed Safaricom’s commitment to maintaining a reliable network, acknowledging that the company had let its customers down during a critical moment.
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He clarified that Safaricom does not intentionally interfere with internet services and explained that the interruption occurred when the company received the internet supply.
He also highlighted Safaricom’s responsibility to keep the country connected, ensuring internet services remain consistently available. Ndegwa apologized to customers and emphasized the company’s ongoing investment in infrastructure to prevent future outages.
He reflected on the backlash following the incident, noting that he faced significant public criticism but accepted it as part of his leadership role.
He emphasized that Safaricom is committed to providing seamless, reliable services to its customers, particularly during crises like COVID-19 or natural disasters, and aims to avoid such disruptions.
