Question 1

How long does installation take?

Accepted Answer

Most home installations complete within 48 hours of activation. Business installs are scheduled within 5–7 working days.

Question 2

Do I need to be home?

Accepted Answer

Yes, someone 18+ must be present to sign the service acceptance form and grant access to cable routing points.

Question 3

What payment methods do you accept?

Accepted Answer

M-Pesa, Tigo Pesa, Airtel Money, bank transfer, Visa/Mastercard, and cash at any of our offices.

Question 4

When are invoices generated?

Accepted Answer

On the 1st of each month, billed monthly in advance. Auto-suspension kicks in on day 8 after due date.

Question 5

Can I upgrade or downgrade my package?

Accepted Answer

Yes, at any time from your customer portal. Upgrades apply immediately; downgrades take effect next billing cycle.

Question 6

Is there a fair-usage policy?

Accepted Answer

Home plans have a FUP threshold; speeds are throttled only in the top 5% of usage during peak hours.

Question 7

Is support really 24/7?

Accepted Answer

Yes. Our NOC is staffed around the clock — call, WhatsApp, or open a ticket from the portal.

Question 8

What's the SLA on outage response?

Accepted Answer

Home: 8 hours. Business: 4 hours. Dedicated: 1 hour with dedicated engineer.

Question 9

Do I own the router?

Accepted Answer

Rented routers stay with NetPulse. You can purchase your CPE upfront for a one-off fee — ask sales.

Question 10

Can I use my own router?

Accepted Answer

Absolutely, provided it supports PPPoE or DHCP handoff. Our engineers will help you configure it.

Question 11

How do I check if you cover my address?

Accepted Answer

Use the coverage tool on the Coverage page, or call our sales team with your building name.

Question 12

What if my area isn't covered yet?

Accepted Answer

Register your interest — when 25 households in an area sign up, we prioritize expansion there.

Answers first. Small print never.