It is the ISP equivalent of low cost carrier where you get cheaper rates but pay exorbitantly for anything else like carryon bags, checked-in baggage, food and beverages.

 

Sadly, I think the client is in a very precarious position here. Now that the cost of outages in always accounted for in the rates, what will happen when you have outages lasting weeks to months? Will there be any recourse?

 

The wise and polite thing for Zuku to have done was to apologize and say they are working to fix the problem as soon as possible. From the email above, it appears no effort is being made at all to address the issue, and it is not even one customer but an entire street.

 

While Zuku may be the only viable player in the market now with large fiber footprint, they need to be careful of what will happen when the behemoths like Safaricom get in to the home fiber game in a year or so. I can see clients leaving Zuku.

 

The issue about the price is a very big joke, because then there is no option to pay higher prices for better connection. If this option was there, probably we shouldn't be having issues of outage-optimized service. Most people would pay more for better service. Ever wonder why many people don't stick with Yu or Airtel with their free or cheaper calls?

 

To the best of my knowledge, the Zuku server that cost KES 1,999, 3,999 and 9,999 is all the same service with different names. People who pay KES 1,999 claim to sometimes get better speeds than those on R20 paying KES 9,999.

 

Anyway, for now, Zuku users have to tolerate Zuku until a viable alternative is available.