Kenya Power Announces Widespread System Failure

  • Kenya Power and Lighting Company engineers load a transformer onto a lorry.
    Kenya Power and Lighting Company engineers load a transformer onto a lorry.
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  • UPDATE: 2:00 p.m: Kenyan Power has announced the resumption of services following an IT hitch earlier in the day. 

    "We would like to inform our customers that we have resumed normal prepaid vending services and banking hall operations.

    "We regret any inconvenience caused, and thank our customers for their patience," the utility company stated.


    Kenya Power has announced a failure in the token generation system that is affecting the generation of prepaid tokens for users looking to top up their accounts.

    In a statement on May 5, the utility company attributed the downtime to an anomaly in its IT systems.

    The customer care platform was also affected, shutting down communication in the contact centres and the company's banking halls. 

    "Our technical team is working to resolve an IT systems' anomaly that is preventing prepaid token generation, hindering access to our contact centre via 97771," the company stated.

    Kenya Power Building in Nairobi CBD
    Kenya Power Building in Nairobi CBD.
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    The utility company had earlier in April 2021, experienced a delay in the issuance of prepaid tokens. 

    KPLC stated that its technicians were acting to mitigate the problem after customers raised concerns. It noted that some of its clients had failed to receive tokens nearly 18 - 24 hours after purchase. 

    The electricity provider added that complaints about the generation of tokens affected all buyers, from those using mobile transaction money, banks, agents and apps. 

    Kenya Power also urged its prepaid customers to proactively check their latest purchase tokens by dialling the USD code *977# or through the Power App. The app can also be used by postpaid customers. 

    Kenya Power explained that the hitch was caused by a surge in transactions leading to tokens purchase delay.

    There was an uproar both online and off after some consumers stayed without power for the entire night due to a hitch in the purchase system.

    In enhancing accountability from the utility company, the Draft Energy Regulations (Electricity Reliability, Quality of Supply and Service) seeks to have the electricity supplier pay its consumers for financial losses that occur during power outages.

    The company currently compensates for injuries and damaged equipment only but doesn't indemnify business and domestic customers who incur financial losses. 

    Kenya Power staff working on electricity lines at Soysambu Conservancy on February 22, 2021
    Kenya Power staff working on electricity lines at Soysambu Conservancy on February 22, 2021
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