Kenya Power Address Hours-Long Paybill Failure After Complaints

Undated image of a customer keying in tokens in a prepaid electric meter.
A photo of a customer keying in tokens in a prepaid electric meter.

Kenya Power, on Friday, May 26, addressed the failure of its pay bill as more Kenyans complained of long delays in the purchase of tokens.

In a statement, Kenya Power informed the public that they were experiencing a hitch that hindered payment.

"Kindly note that we are experiencing a system hitch, hence unable to make payment or query for services. The issue is being addressed at the moment. Sorry for the inconvenience," Kenya Power stated.

"We cannot buy tokens, and your customer service is quiet. Do you understand the loss you are making," a consumer asked, despite Kenya Power's efforts to calm its customers. 

Kenya Power staff at work
Kenya Power staff attending to a transformer during a past maintenance exercise in Nairobi County.
Kenya Power

"I am unable to buy tokens since noon. The system brings up something about the organisation being unavailable," another added.

Kenya Power further directed its customers to social media platforms and its official website for more information.

"Our ICT team is working to resolve the issue as possible," Kenya Power added.

Notably, the company has avenues through which Kenyans can buy tokens, including a pay bill number, a USSD code, and different banking halls across the country.

The pay bill numbers are 888880 for prepaid customers and 888888 for postpaid customers, while the code is *977#.

"Please note that no other third-party agent is authorised to offer services on behalf of KPLC. The company will therefore not take liability for any transactions conducted through any other platform," the company warned in September 2022.

For anyone seeking further assistance, Kenya Power advises customers to call 97771 or visit the nearest Kenya Power customer service centre.

On Thursday, May 25, Kenya Power explained why some consumers get more tokens for the same amount. The company noted that it was dependent on the usage.

"Tariff is dependent on consumption average as follows 0-30 units charged at Ksh12.22, above 30-100, at Ksh16.30 and over 100 at Ksh20.97," Kenya Power explained.

Photo collage between Kenya Power transmission lines and tokens meter
Photo collage between Kenya Power transmission lines and tokens meter.