Frequently Asked Questions

You can sign up for Metanet Fiber in several ways:

• Visit our website at metanettechnologies.co.ke/register
• Call our sales team at 0718 491 084
• Visit one of our service centers
• Contact us through email at [email protected]

Our team will guide you through the process and schedule your installation.

We currently serve the following areas:

• Nairobi County - Most areas
• Kiambu County - Selected areas
• Mombasa County - Expanding coverage

Check coverage in your specific location using our coverage checker or contact our sales team for the most up-to-date information.

Fiber internet offers several advantages:

• Speed: Up to 1Gbps or more vs typical 4G speeds of 10-50Mbps
• Reliability: Less affected by weather, congestion, or interference
• Latency: Much lower ping times for gaming and video calls
• Symmetrical speeds: Upload speeds match download speeds
• No data caps: Unlimited usage without throttling
• Stable connection: Consistent performance throughout the day

Not at all! Our service is designed to be plug-and-play. We handle:

• Complete installation and setup
• Wi-Fi router configuration
• Device connection assistance
• 24/7 technical support when needed

You just need to connect your devices to the Wi-Fi network we set up for you.

Installation typically takes 2-4 hours, depending on:

• Building accessibility
• Distance from our fiber network
• Interior cable routing requirements
• Number of rooms requiring Wi-Fi coverage

Our technician will coordinate with you for the most convenient time and keep you informed throughout the process.

Yes! Our standard installation is completely free and includes:

• Fiber cable connection to your premises
• Professional-grade Wi-Fi router
• Basic interior cabling (up to 30 meters)
• Network setup and testing
• Device connection assistance

Additional charges may apply for complex installations requiring extensive cabling or specialized equipment.

We provide all necessary equipment:

• ONT (Optical Network Terminal): Converts fiber signal
• Wi-Fi Router: High-performance dual-band router
• Ethernet Cables: For wired connections
• Mounting Hardware: Professional cable management

All equipment remains our property but is yours to use throughout your subscription.

Yes, you can use your own router if you prefer. However:

• Our provided router is optimized for our network
• We can only provide technical support for our equipment
• Your router must support gigabit speeds to get full performance
• Configuration assistance may be limited for third-party devices

We recommend using our provided router for the best experience.

We accept multiple payment methods for your convenience:

• M-Pesa: Pay via Lipa Na M-Pesa (Paybill)
• Bank Transfer: Direct bank deposits
• Mobile Banking: All major Kenyan banks
• Standing Orders: Automatic monthly payments
• Cash: At our service centers

We recommend setting up automatic payments to avoid service interruptions.

No long-term contracts required! Our service operates on a month-to-month basis:

• No minimum commitment period
• Cancel anytime with 30 days notice
• No early termination fees
• No hidden charges or setup fees

We believe in earning your loyalty through excellent service, not contracts.

Absolutely! Plan changes are easy and flexible:

• Upgrades: Take effect immediately
• Downgrades: Take effect at next billing cycle
• No fees: Plan changes are free
• Online: Change plans through customer portal
• Support: Call us for assistance with plan selection

Contact our support team to discuss which plan best fits your needs.

We understand that payment delays can happen:

• Grace period: 5 days after due date
• Reminder notifications: SMS and email alerts
• Service suspension: After 10 days overdue
• Quick restoration: Service resumes within hours of payment
• No reconnection fees: For payments within 30 days

Contact us if you're experiencing payment difficulties - we're here to help find a solution.

You should expect to receive your advertised speeds consistently:

• Fiber plans: Symmetrical speeds (same upload/download)
• Peak performance: 95%+ of advertised speed
• Low latency: Under 10ms to local servers
• No throttling: Full speeds maintained 24/7

Test your speeds at metanettechnologies.co.ke/speedtest or with popular speed test sites.

Try these troubleshooting steps:

• Speed test: Use ethernet cable directly to router
• Restart router: Unplug for 30 seconds, then reconnect
• Check Wi-Fi: Move closer to router, reduce interference
• Close apps: Stop downloads/streaming on other devices
• Update devices: Ensure latest drivers and software

If issues persist, contact our technical support team for assistance.

Several ways to boost your Wi-Fi signal:

• Router placement: Central location, elevated, away from interference
• Wi-Fi extenders: Available for purchase to expand coverage
• Mesh systems: Professional whole-home coverage solutions
• Ethernet cables: Wired connections for best performance
• Channel optimization: Our support can optimize settings

Contact us for a Wi-Fi assessment and recommendations for your specific setup.

Our technical support team is available 24/7:

• Phone: 0718 491 084 or 0114 810 205
• Email: [email protected]
• WhatsApp: Send a message to our support number
• Online: Customer portal for ticket submission

For fastest resolution, have your account details and a description of the issue ready.

We pride ourselves on quick response times:

• Phone support: Answered within 3 rings during business hours
• Email support: Response within 2 hours
• Technical issues: Resolved within 4-6 hours on average
• Physical problems: Technician dispatch within 24 hours
• Emergency issues: Immediate response 24/7