Faiba has quietly become one of the most talked-about internet providers in Kenya — impressive speeds, competitive prices, and a network that’s genuinely giving Safaricom and Zuku a run for their money. But when something goes wrong with your connection or you need to upgrade your plan, knowing exactly who to call and how to reach them fast saves you a lot of frustration. Here’s the complete contact guide for 2026.
Quick Contacts At a Glance
- Customer care line: 0800 724 222 (toll-free, all networks)
- Alternate number: +254 709 972 000
- WhatsApp: +254 709 972 000
- Email: support@faiba.co.ke
- Twitter/X: @Faiba_JTL
- Facebook: facebook.com/FaibaJTL
- Head office: Jamii Telecom Ltd, Longonot Place, Upper Hill, Nairobi
- Working hours: Monday to Friday 8am–8pm, Saturday 9am–5pm
Calling Faiba Customer Care
The toll-free number 0800 724 222 is your first stop — it works from Safaricom, Airtel, and Telkom lines without any charge. For faster connection, try the direct line +254 709 972 000 which sometimes bypasses the automated queue during busy periods. Have your account number or the phone number registered on your Faiba account ready before you call, as the first thing any agent asks for is account verification.
Call volumes tend to spike on Monday mornings and after public holidays when people return to find their connection has issues. Your best window is Wednesday or Thursday between 2pm and 5pm — agents are less rushed and can give your issue proper attention. If you’re calling about a fiber installation, have your physical address, estate name, and nearest landmark ready because the technical team will need it to allocate an installation crew.
One thing worth knowing: Faiba’s customer care agents are generally quite knowledgeable about their own network, which isn’t always the case with bigger providers. If you get an agent who seems unsure, politely ask to be transferred to the technical support team specifically — they’re better equipped for connectivity issues.
Other Ways to Reach Faiba
WhatsApp Support Faiba’s WhatsApp on +254 709 972 000 is genuinely useful and one of the better WhatsApp support experiences among Kenyan ISPs. You can raise a fault, check your account status, request an upgrade, and even follow up on installation appointments through this channel. Response times during business hours are typically under 20 minutes for straightforward queries.
Email Support For billing disputes, formal complaints, or anything requiring documentation, email support@faiba.co.ke. Include your full name, account number, and a clear description of the issue. Email is slower — expect 24 to 72 hours — but it creates a paper trail which is valuable if you need to escalate. Always follow up after 48 hours if you haven’t heard back.
Social Media @Faiba_JTL on Twitter/X is moderately active. It’s a good channel for reporting area-wide outages since they post service updates there. Tagging them publicly in a tweet about a prolonged outage tends to get faster attention than a support ticket sitting in a queue. Their Facebook page also handles queries but Twitter gets slightly quicker responses for urgent issues.
Walk-in and Dealer Visits Faiba doesn’t have as many walk-in centers as the major telcos but their Upper Hill head office handles customer queries directly. For installations and equipment issues, they work through a network of authorized dealers across Nairobi, Mombasa, Kisumu, and other major towns — your nearest dealer can be found through their website or by asking on WhatsApp.
Best channel by issue type: WhatsApp for day-to-day support and quick fixes, phone for urgent technical faults, email for billing disputes, and Twitter for escalating unresolved issues.
Common Faiba Problems & How to Fix Them
Faiba 4G Home Internet Not Connecting The Faiba 4G router uses a SIM-based connection, so most connectivity issues come down to either signal strength or the SIM itself. Start by moving the router to a higher position near a window — Faiba’s 4G signal can be blocked by thick walls or metal structures. If repositioning doesn’t help, remove the SIM from the router, clean the contacts gently with a dry cloth, and reinsert it. Still not working? Power cycle the router completely for 2 minutes and check the signal indicator lights. Call 0800 724 222 if you’re getting power but zero signal bars — that usually means a network fault on Faiba’s end in your area.
Faiba Fiber Slow Speeds Before calling, run a speed test at fast.com and screenshot the results — you’ll need this when speaking to an agent. Slow fiber speeds are often caused by too many devices connected simultaneously or a faulty ethernet cable between the router and your device. Try connecting via ethernet rather than WiFi for a direct comparison. If your speed test result is significantly lower than your subscribed plan speed (say you’re on 20Mbps but getting 3Mbps consistently), that’s a legitimate fault. Report it via WhatsApp with your screenshot and account number — Faiba’s SLA for speed faults is 48 hours.
Faiba Installation Taking Too Long Faiba fiber installation timelines vary by estate — some areas have existing infrastructure and get done in 2 to 3 days, others require new cabling which can take up to 2 weeks. If your installation appointment has passed without a crew showing up, don’t wait another day. WhatsApp the support line immediately with your order reference number and ask for a specific rescheduled date — not just “we’ll call you.” Getting a named installation supervisor contact at this stage is worth asking for.
Faiba Account Suspended Despite Payment This almost always comes down to payment not reflecting on their system yet, especially with M-PESA payments. Take a screenshot of your M-PESA confirmation message showing the transaction ID, amount, and timestamp, then send it directly to WhatsApp support. Most payment reconciliation issues are sorted within a few hours once you provide the transaction ID. If it’s been more than 24 hours, call 0800 724 222 and ask for the billing department specifically.
Faiba Router Showing Red Light A solid red light on the Faiba router means no network signal is reaching the device. Check whether there’s an outage in your area first by searching “Faiba outage” on Twitter. If it’s not a known outage, call customer care and ask them to run a remote diagnostic on your line — they can see from their end whether your connection is live on the network or not.
Frequently Asked Questions
What is the Faiba customer care number I can call from any network? The toll-free number is 0800 724 222 and it works from Safaricom, Airtel, and Telkom lines at no charge. You can also reach them on the direct line +254 709 972 000 if the toll-free line is engaged.
Does Faiba offer fiber in my area? Faiba fiber coverage is expanding but it’s not yet everywhere. The quickest way to check is to WhatsApp them at +254 709 972 000 with your estate name, road, and nearest landmark. They can confirm coverage within minutes and even give you an installation quote on the spot if your area is served.
How long does Faiba take to fix a reported fault? For connectivity faults affecting your service completely, Faiba’s standard response time is 24 hours for a technician visit and up to 48 hours for full resolution. Speed and intermittent connection issues may take up to 72 hours. If your fault isn’t resolved within these timeframes, escalate via Twitter and reference your ticket number — public escalation tends to speed things up significantly.
Can I upgrade my Faiba plan without visiting an office? Yes. Plan upgrades can be done entirely via WhatsApp or by calling 0800 724 222. There’s no need to visit a shop for plan changes. The upgrade typically takes effect within a few hours of confirmation, not immediately, so don’t panic if your speeds don’t change the moment you upgrade.
Last verified: March 2026 | Found an error? Let us know.
