poa! internet to deliver free unlimited internet to its customers
poa! Internet, the low-cost internet provider servicing low-income areas of Nairobi has announced plans to provide a free week of unlimited internet for all its home customers in Kawangare.
The move will serve as compensation following service interruptions the customers received in recent weeks. The company says it has been experiencing a number of intermittent service issues across Kawangware caused by downtime from its main supplier which was challenged by the scale of growth in poa!’s subscriber base.
It's, however, in the process of changing to a new supplier in September, and converting the original supplier to a secondary back-up connection, the company left Kawangware customers without Internet for several hours at a time.
“At the end of September, however, the installation of our second supplier caused a major outage that impacted almost all of Kawangware for many hours, leaving homes without service through the night. This outage does not represent our commitment at poa! to an affordable and reliable internet service,” said Chris Rhodes, poa! Internet’s Chief Operating Officer.
“For this reason, and to show our ongoing commitment to our customers, we are crediting all our Kawangware home customers with a week’s free unlimited internet to say sorry. These customers will, therefore, see the credit applied to their next month’s invoice,” he said.
Refunds for Internet outages have been a fraught issue worldwide. Although the Internet is viewed by many as an essential utility, the laws around the world rarely require ISPs to refund for service issues.
A few suppliers, such as TalkTalk in the UK, do refund clients for downtime, and last year, in the UK, new regulations were issued making refunds compulsory on Internet service failures of more than two days.
In Kenya, however, there is no regulation on consumer refunds on Internet downtime.
“Ours is a vision-driven company, working tirelessly to increase Internet access for all and provide our services at the lowest possible prices and in often poorly served areas, across Kenya. That mission ties absolutely with our move to give better consumer rights than others do, in care that extends far beyond our statutory commitments in compensating them for disruptions caused as we improve our service”. Andy Halsall, poa internet! CEO said.