Thousands—possibly millions—of Safaricom subscribers across Kenya have been hit by a sudden disruption affecting the widely used *544# USSD service, a critical channel for purchasing data bundles.
The outage, which appears to have begun earlier today, has left many users unable to access internet services, especially those who rely on quick USSD-based bundle purchases rather than mobile apps or direct airtime conversion.
As of the time of publishing, Safaricom had not issued an official statement addressing the glitch, further fueling confusion and frustration among its customer base.
A Lifeline Goes Dark
For millions of Kenyans, the *544# code is more than just a convenience—it is the backbone of affordable internet access. From daily social media use to business operations and mobile banking, the USSD platform allows users to quickly select and activate data packages without needing an active internet connection.
With the service unavailable, users attempting to dial the code are met with failed requests, unresponsive prompts, or error messages. The disruption has effectively cut off a significant portion of subscribers from purchasing data in real time, particularly impacting those without access to alternative channels such as the MySafaricom App.
Economic and Social Ripple Effects
The outage is not just a technical inconvenience—it carries real economic consequences. Small business owners, online freelancers, delivery riders, and digital traders who depend on constant connectivity are among the hardest hit.
In Kenya’s increasingly digital economy, where mobile internet underpins everything from communication to payments, even a short disruption can translate into lost income. The timing of the outage—during active business hours—has only amplified its impact.
Students attending online classes, job seekers submitting applications, and content creators uploading work have also reported being stranded, unable to proceed without affordable data bundles.
Why USSD Still Matters
While smartphone penetration and app usage continue to grow, USSD services remain vital due to their accessibility. They work across all types of mobile devices, including basic feature phones, and do not require prior internet connectivity.
This makes *544# particularly important in rural and low-income areas, where users depend on small, flexible data purchases—often referred to as “kadogo” bundles—to stay connected.
The current outage highlights the structural reliance on USSD infrastructure and raises broader questions about redundancy and service resilience within Kenya’s telecom ecosystem.
Silence from the Operator
Despite widespread reports across social platforms and user forums, Safaricom has yet to publicly acknowledge the issue or provide a timeline for resolution. This silence has led to growing speculation, with some users questioning whether the outage is due to system maintenance, technical failure, or a deeper network issue.
Historically, Safaricom has maintained a strong reputation for network reliability and rapid response to service disruptions. However, the lack of immediate communication in this instance risks eroding customer confidence.
What Users Can Do
In the absence of official guidance, some users have turned to alternative methods such as:
- Purchasing data through banking apps and mobile money platforms
- Using the MySafaricom App where accessible
- Converting airtime to data (where supported)
However, these options are not universally available, particularly for users without smartphones or active internet connections.
Awaiting Clarity
As the outage persists, pressure is mounting on Safaricom to provide clarity and restore normal service. For now, millions remain in digital limbo—disconnected not by lack of demand, but by a system glitch that has exposed just how essential USSD services remain in Kenya’s connectivity landscape.
Further updates are expected once the company addresses the situation publicly.
