Kenya’s Wananchi Group is a major player in Kenya’s broadband internet market, with 35,000 Of Kenya’s roughly 63,500 terrestrial broadband users getting their internet through its Zuku Fiber.
In January 2016, the company announced that it would increase the cost of its internet packages because it needed to invest in service improvements.
@mougendi Hi Eric, we are continually improving and investing in our services, which may incur cost in delivery. (1
— Zuku (@ZukuOfficial) January 24, 2016
@mougendi We ensure that you receive quality service and remain committed to providing you with outstanding service.*KJ (2)
— Zuku (@ZukuOfficial) January 24, 2016
In consideration of the price hike, Zuku promised a speed upgrade. Those on the 10 Mbps package, for example, would now get a 5 Mbps bump in speed to 15 Mbps, and users on 50 Mbps would be upgraded to 60 Mbps.
Unlimited downloads is now 50% faster. Get Infinite Zuku Fiber here https://t.co/seOZP2cIf9 pic.twitter.com/5AbVPkfjAc
— Zuku (@ZukuOfficial) February 21, 2016
The service’s customer care accounts, ZukuOfficial and Zuku_WeCare on Twitter, are always on for anyone with a service inquiry. Over the past weekend, several customers reported reduced speed and lost connections on the service.
My first tweet about @ZukuOfficial & @Zuku_WeCare ..ever since they announced the speed increase, they've become as slow as a dial-up modem
— Bankelele (@bankelele) February 20, 2016
https://twitter.com/shikonguru/status/701324131745320960
@ZukuOfficial @Zuku_WeCare you sent a text claiming 50% speed increase. It's actually a drop of over 95%! Seriously.
— Edgar Malala (@edgarmalala) February 19, 2016
One user Marcus Olang’ tested his speed using the Zuku speedtest app. He paid for 10 Mbps, and he was getting 0.39, meaning that he could not even get a 240p video to play properly on YouTube.
Dear @ZukuOfficial: How am I operating at only 3.9% of the capacity you promised? Can't even stream a 240p video! pic.twitter.com/3YoNXNiBxQ
— Marcus Olang' (@marcusolang) February 21, 2016
After Marcus pointed this out, Zuku asked that he upgrade his service if he wanted higher speeds.
https://twitter.com/Zuku_WeCare/status/701378979308167168
Other users pointed out that the degradation started after a text from Zuku announcing the speed upgrade… The irony of this was clearly not lost on them.
@ZukuOfficial @Zuku_WeCare now I get a text telling me my speed is upgraded and speed test tells me it's below 5mbps
— Eric Nyaga (@enyarick) February 19, 2016
https://twitter.com/kenyanpundit/status/701052952262406144
To which Zuku responded that the upgrade was going to take effect on their next billing date.
@kenyanpundit Hi,the upgrade to 30mbps for your acct will be effective from your next due date 8th March 2016.Confirm your speed on 1/2
— Zuku (@ZukuOfficial) February 20, 2016
The major decline in speed and continued service disruption was ultimately attributed to ‘internet online activities are exceeding the bandwidth’. Basically, user activity was exceeding the provider’s capacity.
@akeelu Hi Akil, the current internet online activities are exceeding the bandwidth causing reduced speeds. Kindly check on the usage.*KJ
— Zuku (@ZukuOfficial) February 21, 2016
In another tweet, Zuku attributed the lower speed to a signal interruption.
@VinceChepkwony Hi, We are experiencing signal interruption hence the slow speeds. The issue is being handled.*KJ
— Zuku (@ZukuOfficial) February 21, 2016
The degradation in speed and lost connections were Zuku’s equivalent of the Twitter Fail Whale, apparently.
In its Fair Use Policy, Zuku attributes deteriorations in speed to heavy traffic during peak usage hours, mainly late morning to early evening hours. On weekends and holidays, the policy adds, peak hours generally extends a little earlier in the morning to until midnight.
I’m on the 1Mbps package, and I’m getting just over half that on a Monday morning. Someone will have to explain to me what those two random spikes are though.
Marcus’ speeds later improved.
@ZukuOfficial @Zuku_WeCare Much better, thank you.
Another one: I'd like a faster upload speed. Possible? pic.twitter.com/RgNMEol6AN— Marcus Olang' (@marcusolang) February 21, 2016
As did other users.
@Zuku_WeCare Better now pic.twitter.com/sUbEVNRypx
— joblo (@jobwekesa) February 12, 2016
Something tells me this won’t be the last we hear about Zuku’s speed woes.
https://twitter.com/Zuku_WeCare/status/697863127849967621
