Safaricom Explains Why KSh20 Data Offers Disappear

Safaricom CEO Peter Ndegwa at an Event

Safaricom has explained why some customers may lose access to previously available mobile data offers on their lines. The telecommunications company says personalised bundles change depending on network capacity, device type, usage patterns and location.

The explanation followed a complaint from X user Jamal A. Maalim about a missing 1GB bundle. The customer wanted to know why the one-hour offer, previously priced at KSh20, was no longer available.

“@Safaricom_Care you guys what happened to 1gb at 20Ksh for an hour offer,” Maalim asked on Saturday, October 24, 2026. Safaricom responded by explaining how its personalised promotions are allocated and updated.

Why Some Data Bundles Disappear

The company explained that promotional bundles do not necessarily change every day. Instead, the offers may be updated whenever the factors influencing their availability change.

“It doesn’t have to be on a daily basis but keep changing in line with the above,” Safaricom told the customer. The explanation suggests that a bundle available to one subscriber may not appear on another line.

Customers therefore may not always find the same promotional packages when purchasing mobile data. Safaricom advised, through its response, that personalised offers can change according to the conditions affecting individual subscribers.

Customers Question Affordable Data Offers

The latest complaint adds to customer concerns about the availability of inexpensive bundles with short validity periods. Such packages appeal to subscribers who prefer purchasing smaller amounts of mobile data when needed.

On September 29, 2026, another customer questioned whether a KSh20 bundle offering 400MB could last through half a football match. Safaricom responded that data consumption depends on the activities performed online and advised customers to monitor their balances.

Screenshot of Safaricom's Response to X user Jamal A. Maalim

Streaming videos, downloading files and using social media can consume data at different rates. Consequently, the duration of a bundle depends partly on how subscribers use their available data.

The recurring complaints highlight customers’ interest in affordable internet access and predictable bundle availability. They also show the importance of understanding both a package’s data allowance and its validity period before purchasing.

Previous Changes to Hourly Bundles

Safaricom previously addressed complaints about the availability of hourly data packages during August 2026. The company confirmed that access to certain hourly bundles was restricted to a specified period, following questions from customers.

The reported availability window ran from 11:00 pm to 4:00 pm. Safaricom linked the changes to a review of its data packages and the introduction of new offers under its Pata More campaign.

On August 18, 2026, the company also responded to a customer who questioned a reduction in the data available on their line. Safaricom explained that subscribers could select from the offers displayed when purchasing bundles.

The company advised customers to check again later if a preferred promotion was unavailable. Its latest response similarly indicates that personalised deals may change rather than remain permanently available.

What Customers Can Do

Customers who cannot find a preferred bundle can check the offers currently displayed on their Safaricom lines. They can also review the data allowance, price and validity period before completing a purchase.

Monitoring data balances can help subscribers understand how quickly different online activities consume their bundles. This is particularly useful for short-duration packages intended for specific tasks.

Safaricom’s explanation does not guarantee that the KSh20 offer will return to every affected line. Its availability will depend on the factors the company says determine personalised promotions.