A section of Kenyans on Sunday morning complained of a delay in purchasing tokens despite a statement from Kenya Power assuring them of the system restoration.
The users complained that despite Kenya Power reportedly restoring the service at 7.50 pm on Saturday, most of them had not received their token numbers leaving them to operate in the dark all night.
"I have paid and have not received the token number. Which system has been rectified?" one person questioned.
Kenyans called upon the company to restore the system and send pending token numbers to affected consumers who had already made double or triple payments.
Additionally, Kenya Power was advised to come up with a long-lasting solution to the issue affecting consumers countrywide.
Affected consumers noted that the delays were becoming rampant forcing them to question the utility company's commitment to finding a long-lasting solution.
"I haven't received my tokens yet, I am in darkness. How do you expect me to survive Mombasa's heat? one of the consumers posed.
Meanwhile, according to the company, the outage began at a few minutes after 4 pm on Saturday and was restored at 7.50 pm. The delay was caused by a technical hitch in the system.
The delay was affecting both the prepaid (token generation) and post-paid bill payment systems. In a statement issued at 4.37 pm, Kenya Power assured its customers that it was working to restore normalcy as soon as possible.
"We wish to inform our prepaid customers that we have resolved the technical hitch. Customers can now purchase tokens and pay their postpaid bills without delay."
"Undelivered tokens will be sent to respective customers in the shortest time possible. We once again apologise for the inconvenience caused and thank you for your patience," read part of a statement issued three hours later.
This outage came a few days after Kenya Power announced a reduction in electricity prices for Kenyans.
