Kenya Power Announces 24-Hour Disruption to Token Payment System Over Scheduled Maintenance

Kenya Power has urged its customers to load their electricity tokens in advance of an upcoming maintenance operation set to begin on the night of Sunday, June 2.

The utility company announced that the outlet system will be unavailable from 10:00 pm on June 2 until 10:00 pm on Monday, June 3.

In a statement obtained by Kenyans.co.ke, Kenya Power explained that the maintenance is aimed at upgrading their systems to enhance service delivery.

During this 24-hour period, customers will be unable to purchase tokens via mobile money, banking halls, or Kenya Power offices.

“We wish to inform our customers that the prepaid token vending system will be unavailable from 10:00 PM, Sunday, 2nd June to 10:00 PM, Monday, 3rd June to enable us to upgrade our systems for improved service delivery,” the notice read.

“During this period, customers will not be able to buy electricity tokens from all vending points including Kenya Power offices, (Mobile money) Paybill number 888880, and banking channels.”

Kenya Power, listed on the Nairobi Securities Exchange under the KPLC ticker, advised customers to purchase enough tokens to last beyond the maintenance period to avoid any inconveniences.

As of January, Kenya Power had 6.8 million prepaid customers who will likely be affected by the maintenance. Additionally, the company has 2.1 million postpaid customers, contributing Ksh120 billion, or 63 percent of its total revenues.

Despite this, the company plans to migrate all postpaid customers to the prepaid system, with a focus on transitioning rural customers to smart metering in the long term.

The scheduled maintenance follows a significant system glitch in January that caused a 15-hour downtime for prepaid customers.

The glitch was attributed to issues with the mobile money transfer system, preventing customers from purchasing tokens.

“A technical glitch affecting (the mobile money service) is preventing our prepaid customers from buying electricity tokens currently,” Kenya Power explained on January 23.

As Kenya Power prepares for this essential system upgrade, the company emphasizes the importance of customers securing their electricity tokens in advance to avoid disruptions during the maintenance period.