Safaricom has explained changes to some of its data bundles after customers raised concerns over the availability and cost of several popular offers.
The backlash started on social media after customers questioned why some bundles they had been using were no longer available or had new conditions.
One of the offers at the centre of the complaints is the popular 1GB one hour bundle, which has now been restricted to specific hours.
Customers can access the offer between 11pm and 4pm, meaning the bundle is unavailable during the remaining hours.
The changes have left some subscribers questioning why Safaricom changed an offer that had become popular among customers looking for affordable short term internet access.
Others have complained about the disappearance of the three hour B-Live bundle, which previously allowed customers to browse for three hours at Sh50.
Safaricom has confirmed that only one Sh25 B-Live offer will be available on the menu each day within the specified hours.
Responding to the concerns, Safaricom said it had reviewed its data portfolio to give customers better value.
“We recently revamped our offers to provide more value,” Safaricom Care said in response to one customer.
The company has also introduced new offers under its Pata More programme.
Safaricom says the offers give customers additional data at no extra cost.
Among the packages available are 250MB for Sh20, 1.5GB for Sh99 and a monthly package offering up to 21.5GB for Sh1,000.
However, the offers available may differ from one customer to another.
Safaricom has advised customers to check the latest bundles through the MySafaricom App, MyOne App, *444# or *544#.
The changes have nevertheless sparked debate among subscribers, with some saying the new offers are less attractive than the previous packages.
Others have accused the telecommunications company of frequently changing its data offers, making it difficult for customers to plan their internet use.
The latest changes come months after Safaricom faced similar criticism over its data packages.
The company was forced to restore some No Expiry bundles in December 2025 after customers complained about changes to the offers.
Safaricom attributed that incident to a system error.
The latest controversy has once again put the company’s data pricing under scrutiny as customers demand affordable and predictable internet packages.
Safaricom, however, maintains that the latest changes are part of efforts to give subscribers more options and better value for their money.
