Got Questions? We've Got Answers

Yes, installation itself is always free. If you already have a compatible router, you simply pay for your subscription package. If you don't have a router, you have two options:

• Pay a one-time router fee of KES 1,500, then pay your package fee monthly, or
• Pay 2 months of your package upfront and get the router for free.

Most installations are completed within 24–48 hours of your request. Once you submit your details, our team will call to confirm your location and schedule a time that works for you.

First, restart your router: unplug it from power, wait 1 minute, plug it back in, then give it about 3 minutes to reconnect.

Check the lights on your router — a red or blinking red light usually means a signal issue on the line, which our team needs to fix from our side. If the light is red, or your internet is still down after a restart, call Customer Care on 0709054444 or WhatsApp us on 0730654444 and we'll get you back online as quickly as possible. Our team is available every day.

Pay via M-Pesa using our paybill number 964545 or 4076527, with your account number as the account reference. Your service is activated automatically within a few minutes of payment — no need to call us.

Your account number is in your welcome SMS and on the LimeFiber App and is usually your phone number. Always use the same one, as payments to a wrong account number are the most common cause of renewal delays.

Your connection is automatically paused on your expiry date — no penalties, and your account stays active with us. To get back online, simply renew via M-Pesa and your service resumes automatically within minutes.

You can check your expiry date anytime on the LimeFiber App, or ask Customer Care. We also send you a reminder before your subscription runs out.

First, check your M-Pesa confirmation message: make sure you paid to the correct paybill and used your correct account number. If both are right, wait about 5 minutes, then restart your router.

Still offline? Forward your M-Pesa confirmation message to Customer Care on WhatsApp 0730654444 and we'll reconcile the payment and reconnect you immediately.

Try these quick fixes: restart your router, disconnect devices you're not using, and test the speed on one device close to the router. Remember that your speed is shared across all connected devices, so many active devices at once will slow things down.

If it's still slow after that, contact support — we'll check your line from our side.

Call us on 0709054444 or 0730654444, or WhatsApp us on 0730654444. Our Customer Care team is available to assist with billing, faults, relocations, and general inquiries.