faqs

• Whenever you have an issue with your network that you’re unable to solve, call our helpline contacts which can be found on a sticker attached to your router.

• The helpline contacts are:
    1. Safaricom: 0726888777 (Whatsapp/Call/SMS)
    2. Airtel: 0755055555 (Whatsapp/Call)

• You can also reach out to us via email: customercare1@vilcom.co.ke & on our social media platforms: @vilcomnetworks for Facebook, Instagram and Twitter.

• Vilcom Networks offers internet solutions that cater to both your home and businesses.

• These are the packages we have:

Home packages

1. 10Mbps for 2800
2. 15Mbps for 3800
3. 40Mbps for 4999
4. 60Mbps for 9499

Business Packages (Inclusive of VAT and Excise duty)

1. 15Mbps for 9338
2. 30Mbps for 13,207
3. 50Mbps for 22,011
4. 75Mbps for 33,017
5. 100Mbps for 53,360
6. 150Mbps for 80,040
7. 200Mbps for 106,720

1. Turn on Your Smart TV
2. Access the Settings Menu
3. Select Network Settings
4. Choose Wireless (WiFi) Connection
5. Scan for WiFi Networks
6. Select Your Home WiFi Network(From the list of available networks, select the name (SSID) of your home WiFi network)
7. Enter WiFi Password
8. Connect to WiFi

To know if there are any offers, kindly check on our social media platforms, or once we connect you to an agent they will be able to communicate if there are any offers and if you are eligible.

• We have coverage in Nakuru, Rongai, Ruiru, Kileleshwa, Kilimani, South C, Muthangari, Westlands, Mombasa, Kakamega, Meru, Lodwar, Kakamega, Bungoma and Eldoret.

• But you can always share with us where you are located for more clarity.

• LOS basically means Loss of Signal.

• Whenever the red indicator above the initials LOS goes on and starts blinking, this means there’s a fiber issue.

• This could either be a fiber cut or a loose connection on your patch cord.

• A fiber cut mostly happens on the dark cable that runs from our FAT (Fiber Access Terminal) to your home router.

• A patch cord is a slim cable that’s connected to the back of your router. You can try to carefully plug out the patch cord and then back in to confirm whether the red indicator will cease blinking.

• In case it persists, kindly give us a call on the contact details shared on FAQ 1.

LOS red indicator on a router

• Depending on the nature of the issue that you may have in your network, we may send a technician to attend to it. As soon as you report the issue, we will inform you if there is need for technical intervention.

• A repair ticket is then created and the technician is informed of your issue. He/she will then be issued with your repair details and contact information. This way, he/she is able to contact you and plan for the repair on your premises.

• You will find that some repairs may take longer than others. No need to worry, the technician is able to update you on the timing via call. In case your issue has not been attended to within 48 hours, kindly contact customer support so that we are able to further assist you.

• With Vilcom Networks, getting your connection installed is as simple as ABC.

• Give us a call through our helpline, or send us an email with your details (stated in FAQ 1). We will then refer a sales agent to you who will give you a call to create a Vilcom account that will contain all your network details.

• After the account is ready we will dispatch a technician to install the connection at your premises.

• Kindly note that we have an installation timeline of 48 hours. In some special cases, it may take longer than this, but we will inform you and advise on the new timeline for the installation.

• We however always strive to have our clients connected on the same day of onboarding.

• You might notice that your speeds are slow at times. To confirm whether your speeds are optimal, please run a speed test via the internet.

• Just go to your search bar on the search engine you’re using e.g., Google, Microsoft Edge, and access the link https://www.speedtest.net/.

• This software gives you the speed you’re getting on your download and upload usage.

• Be sure to run the test next to your router and with only the testing device connected to see the speeds you’re receiving.

• Depending on your internet package, a good speed test result is at least 50 – 100 % within the range of the top speed applied for your service [www.testmyspeed.com].

• In case you’re not getting optimal speeds from the test and suspect there’s an issue with your network, kindly contact us so that we are able to troubleshoot the issue.

• There are 2 ways to pay for your service. You can either pay via Mpesa or bank transaction.
• Vilcom M-pesa Paybill number is 4062755 and the Vilcom account number is attached to your installation email titled ‘New customer signup’.

• In case you are not able to find your account number, you can contact us so that we are able to retrieve it using the phone number you registered with. Your account number would look something like this :
  (210**** or 211****).

• The bank payment details are as follows:

  Account Name: VILCOM NETWORKS LIMITED
  Account numbers: 2043645032
  Bank Name: Absa Bank Kenya PLC
  Branch: WESTGATE

• Should you opt to make your payment via bank deposit please indicate your 21***** and email us a scanned copy of the bank slip.

• In order to change your Vilcom connection password or username, simply contact us through our helpline contacts (as stated in FAQ 1).

• You can also opt to send the request on Whatsapp.

• You can also put in the password change request via the email link that is sent to you after installation as shown below:

  https://vilcom.ke/password-reset/

• The suggested password should meet the 8-character requirement so that it can be effected by our SOC team.

• You will get 50% off your monthly payment subscription for each new client you refer to our services.

• For its validity, the client should have the services installed and paid for. You will also need to call us so that we are able to take note of the offer and send you a customer referral form.

• You will be required to fill out the form with the new client’s details so that we are able to activate your referral offer.

• Once the form is filled and submitted, inform us and we will update your referral details, giving you the go-ahead to pay a discounted price.

• We normally issue service offers occassionally. We have two types of service offers. They include the 50% & 100% discounts.

• 50% discount –  client to pay half the service package price

• 100% discount – client to pay full amount of the service package

• For the client’s qualified for the offer, they’ll recieve an SMS from our VILCOM team stating the eligibility of the offer.