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If you’ve been trying to use your Zuku Internet and it’s not working, don’t worry, it’s not you.
Zuku has gone down once again enraging the millions of subscribers it has under its umbrella. Since morning, they have been experiencing outages and they have released statements explaining the cause of the outage.
Zuku users are experiencing slow internet speed and despite their efforts to contact Zuku Customer Care, they are slow to respond. Most of their customer care hotlines are not going through and their twitter account has been more than silent apart from the single post they made.
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We have an outage on our main undersea cable.Our traffic is now on alternative routes.However these cannot efficiently handle the load, and thus the slow speeds you’re experiencing.Our provider is working to restore our main route in the shortest time possible.Kindly bear with us
— ZukuOfficiallyCares (@Zuku_WeCare) October 23, 2019
Zuku & SEACOM
Zuku depends on SEACOM’s undersea cables and that has turned out to be the cause of the issue. SEACOM issued a statement on Facebook acknowledging that one of their subsea cables between Mombasa and Zafarana is experiencing a service outage.
THE SEACOM SUBSEA CABLE SYSTEM IS EXPERIENCING A SERVICE-AFFECTING OUTAGE – 22 October 22:00 GMT
SEACOM is experiencing a service-affecting outage on its subsea cable system between Mombasa and Zafarana.
All linear transmission traffic on the SEACOM Subsea Cable system on the East Coast of Africa, to and from Europe are affected. Customers with IP or other managed network services terminating between Dar es Salaam and South Africa will remain unaffected but could experience a slight increase in latency as traffic is routed over SEACOM’s West Coast transmission links.
The outage has affected many Kenyans reducing their download and upload speeds to mere 0.57 megabytes per second.
Customer Care
Their customer care services are putting Kenyans between a rock and a hard place. Most Kenyans are complaining that Zuku did not take the time to even inform their users and keep them updated. They have been quiet during most of the outage and their numbers are not going through. If they do go through, they put you on hold and there is little to no communication.
Even their online pages are not responsive. They seem to be entirely offline.
1. You need to notify the users if there is more than 30 mins downtime. 2. Why are your helplines not being answered? 3. Add an extra day to our account. 4. Give a time line for when will the connection be restored. 5. Inform once up.
— ??? ??? ???? ?????? ???? (@divechak007) October 23, 2019
Also Read: Internet From Hell: Zuku – The Billing Company That Offers Internet in Its Free Time
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