Step-by-step guides to resolve the most common internet issues.
Restart your router: unplug the power cable, wait 30 seconds, plug back in and wait 2 minutes. Check all fiber cables are firmly connected to the ONT (white box) and router. If the ONT shows a red light or no light, this indicates a fiber signal issue — please call us. Try connecting a single device directly via ethernet cable to rule out WiFi issues. If the problem persists, call our 24/7 support line: +254 110 062 270.
Place your router in a central location in your home, ideally elevated on a shelf. Keep the router away from walls, metal objects, and other electronic devices. If your home is large or multi-storey, consider a WiFi extender or mesh network (we can advise on models). Ensure you're connecting to the correct WiFi band (5GHz for speed, 2.4GHz for range). Contact support to discuss upgrading to a dual-band or mesh router.
A red LOS (Loss of Signal) light on the ONT means there is a break or interruption in the fiber cable. Check if any fiber cables connected to the ONT are bent, kinked, or damaged. Do not attempt to repair fiber cables yourself — fiber is fragile and requires specialized tools. Call us immediately at +254 110 062 270. Our field team will dispatch to resolve the issue. Business plan subscribers with SLA agreements receive priority dispatch within 4 hours.
Yes! You'll be able to use your T-Mobile Home Internet to connect your computer, phone, and numerous other devices in your home simultaneously. People over time-we appreciate your patience! As soon as we're ready for you, we'll let you know
Yes! You'll be able to use your T-Mobile Home Internet to connect your computer, phone, and numerous other devices in your home simultaneously. People over time-we appreciate your patience! As soon as we're ready for you, we'll let you know