ZUKU Review

Very friendly customer service. I hope they keep their word but so far, so good.

Not certified. 3 weeks NO internet and this is how pathetic their maintenance team are.
AND THEY REFUSED TO REFUND.

Poor, horrible, terrible, awful, horrendous, afrocious, abominable, grim, dire
These are some of the words I use to describe zuku, I ve been paying for 50mbps yet On a good day I m lucky to receive 3, I ve spent thousands of shillings calling customer care which is also useless,
DO NOT MAKE THE MISTAKE OF SUBSCRIBING TO ZUKU

they don t deserve a single star

Pathetic... that's the word I would use to rate their customer service. When you call the customer care, you make sure you have lots of time to explain your problem. 1. They do not listen to what you are saying. 2. They seem to reset your modem for any complaints.

Most of the time, the customer care officers are quite arrogant. more than once, they reset my modem which lost my wifi SSD and password, so i couldn't use the internet. one time the guy was so annoyed with me, he turned off the wireless on my router and the only way I could enable was to use lan cable and reset the router myself.

They have a problem with their bandwidth obviously. During peak hours my 10mbps goes down to 0.5mbps. After complaining for three months of this problem, they do nothing about it. Well, they reset my modem every time. I think it's time to move on to another ISP.

Worst Wifi in the world, they wouldn't know how to fix it if someone did it for them. Their service is terrible, and is not stable what so ever. This is by far the worst experience I have ever had with an ISP.

Let's be honest. Zuku treats its customers like garbage. Internet goes down for the umpteenth time. My brother goes to their offices. They literally brought him to TEARS.

It takes a special sort of malicious incompetence to be that ineffective and dodgy. Can't wait to see how far this attitude will take them...

Nice offices
.ample parking.. All amenities like gas station eateries around

However the company needs to improve on its customer service. Had customers complain that no one picked their call for at least 45 minutes

Easily accessible both from Mombasa RD and Southern Bypass

Young generation aggressive enough to grow career wise n financially.

The most frustrating company I have ever had to deal with. Do business with them at your own risk. Avoid their home internet if at all possible.

Hi its the most horrible internet in this century. Very rude receptionist. Worst technical team, Unable to relate to clients. Very expensive for nothing. The PR needd to be taken care of. 10/100

Okay. But need to make customer feel he/she will get the thing they came for resolved

1. You will NEVER get the speeds you're charged for
2. They don't answer their phones or respond to you on social media after crippling your internet speed
3. They're everywhere advertising for new clients but can't satisfy it keep the clients they have
4. After you stay on hold for 20+ minutes, they will blame your poor connection on your router (which they gave you), the number of devices connected (even when it's only your device connected) or a fault in your area (which they just didn't think of fixing in the last 2 months that you've had the problem
5. They cripple speeds deliberately then act like it's an accident

I have suffered with this trash zuku during this quarantine period. I've had to use mobile data for almost everything. Save your money, save yourself the stress and find a reliable ISP. Zuku is trash.

Simbanet Offices. Provides network services and broadcasting thro' satellites

It's a nice place to work, quiet and very professional

this is a very disappointing service high pings and regular disconnects for 10mbps is a f**cking rip off buyer keep away all they say is oh its a shared network buy more band width ..

zuku care team not loyal to employer . its like they employ cheap labour, inexperienced, who can be compromised in security matters. my modem login gets resets to default. thus my WiFi credentials changing to default. this makes old devices near me to auto connect. some devices are link to link re-seller. im given excuses like modem lost power or zuku team reset to correct speed.
i have a 40 mins power back up. zuku to has auto backup. modems, decoder motherboards have capacitors or cmos that saves them from trips. besides passwords are saved on software interfaces which is virtual storage.
ill listen to similar stories like sorry we are escalating the matter but nothing will work.
i learnt later, a network distributor will call a friend on cell phone, ask them to reset my modem then they can login via default credentials and resell my wifi. little does the compromised staff knows the damage they do to me and zuku.
id advice them to check clients accounts login, see which staff logs in to account, then find out if client had asked for a reset. i have discussed this but they seemed not to capture. sent mails but little will be effected. only one thought we could change ip address that seemed to work.
the network bandwidth given is deceptive.
For im on 50mps actual speed is 5 mps
For im on 30mps actual speed is 3 mps
For im on 15mps actual speed is 1200 kbps
For im on 5mps actual speed is 400 to 600kbps
For im on 2mps actual speed is 150 to 200 kbps
notice this assigned and paid for speed is divided by 8 to 10 to arrive to actual download speed.
its like nairobi county piping my house with a 30cm diameter waterpipe by gets me drops of water

Way better support than trying to get through their phone lines

Since my visit WiFi is steady unlike before when there was frequent breakdowns and my account was compensated for the WiFi fluctuation even though Zuku could have compensated for two weeks

A/c 10648. My router needs resetting 3-4 times daily by pulling out the power pin. Also the telephone is not working. Speed is claimed to be 50 Mbps, but it is not even 20 and sometimes drops below. It is inconsistent. I made several complaints by mail and phone. No response to assist. No technician was sent to check the complaint.I suspect the Wi-Fi router is faulty. Also the signal strength is very low and can't reach even a room10 feet away. Customer service is disappointedly poor.

zuku has one of the worst customer services. mediocre company

The number you're supposed to call to talk to them is always inactive aghhhh and internet always has problems even after payment zuku you should just close down cause your internet is just useless now

Best internet providers. Super speed and good internet deals.

Terrible customer service and IT systems. How do you send me a message telling me I was eligible for a discount, and when I make the payment tell me 2 DAYS AFTER(after me calling to ask why the wi-fi hasn't been reconnected) that it was an erranous message sent to 1000 people??!!!!
Who is this that's been given the authority to play around with 1000 client's numbers?!!!
Zuku neither values it's clients nor their privacy period. Stop feeding people false promises for money.

Customer experience is great, no long queues and building is clean.

Experienced customer service and good records keeping.

Honestly, the price is the only reason why I am not leaving just 1 star. Compared to prices overseas, it's actually fairly reasonable to get TV and fiber internet for 6,000 per month. However, the customer service and support received through Zuku is terrible. First, the fiber cable that was hung at my house was loosely strung through trees on my property. It didn't take long for a branch to fall and cut the line. Also, the first time the installers came out, they didn't install a TV box because they didn't see a TV -- so I had to call them to come back. Now, in the 7 months that I've had Zuku Fiber service, I have been unable to access my online account. I have contacted customer service multiple times and it hasn't been fixed. I pay on time each month, but I have no way or seeing or using my Loyalty Points. Just recently, I received a notice that my service was going to be stopped unless I paid more money. It turns out, Zuku changed the price of their plans without notifying their current customers!!! That's terrible customer service! They made me look bad for not paying, but in reality, they changed their prices. Why wouldn't you let your customers know this information ahead of time?! I've tried to use the chat feature on the website multiple times and can never connect. Everything about their service is so frustrating!!

Zuku is the worst thing in Kenya. Here is my experience. First, they claim that they increased their internet speeds from 15mbps to 20. Frankly, I feel the internet speeds slowed down. Second, they claim to offer loyalty points (which I didn't ask for).. Why offer loyalty points when the internet is so unstable? Third, the internet is so erratic.. As I write, I have not had internet for more than 12 hours. Fourth, they have the worst customer service officers ever.. They show no remorse even when you have a rightful complaint. This company ought to close shop.

Office is neat, clean and enough comfortable. The staff is very good and very supportive. I was gone to activate monthly recharge plan. Office has been well decorated as corporate office. Most of time this place has less rush. All related problems can solve from here within short period of time.

WORST CUSTOMER SERVICE EVER!!! FREQUENT AND LONG DENIAL OF INTERNET SERVICE EVEN AFTER MAKING FULL PAYMENT, NO RESPONSE TO CALLS/EMAILS, TOTALLY NO HELP, AWFULLY ANNOYING AND DISAPPOINTING!!! WHAT A WASTE OF MONEY!!!