Zuku

Yes you can, as long as your account payment is up-to- date

The due date is indicate on the Proforma invoice and its exactly one month after activation or reconnection.

Yes, the payment is posted immediately

1. Confirm that you have sufficient balance.
2. Dial 888 before making an international call.

1. Check your phone and confirm if it has a dial tone. If not refer to the above “Phone has no dial tone”
2. If the phone has a tone, check if you can call a Zuku line, 0205205205. If successful, check if your phone has credit to call numbers outside Zuku
    network.
3. If you have credit and you still cannot make calls normally by *prefix*number*, inform customer service.

This is a residential telecommunication and entertainment service provided in Kenya by Wananchi Group (K) Limited on the newly built fiber network. This service gives the consumer the ability to have television service, broadband internet and a telephone line.

First, you need to check if your area in already covered. You can call Zuku Customer Service on 0205205205 give your residential address. The agent on phone will be able to advice you accordingly.

1. We have our sales agents in your neighborhood, in a Zuku van. The Zuku Sales Agent will assist you in selecting the suitable package.
2. You can as well give your contacts to the agent on phone, who will in turn provide the details to your local sales agent. They will contact you in less
     than 1 hour.

Upon selection of suitable package and payment for service, the installation team is on standby to install your services, within 2 working hours.

First, you will be required to pay the subscription fee for the monthly service. Then, you pay for the installation.

Zuku Installers will install a broadband modem, a TV decoder and a Telephone handset.

Zuku does not charge you for the residential equipment. It is free of charge! The equipment remains the property of Wananchi Group (K) Limited. You are supposed to take good care of it. If you damage or lose the devices, you will be required to pay for them. Refer to Terms and Conditions.

With Zuku Triple Play Services, you will get, depending on the subscription chosen, residential internet access on up to 20mbps, entertainment of over 100 TV channels and a prepaid residential phone.

The services are delivered to your residence through the newly built fiber network. The cable is installed by specialist technicians who as well install the broadband modem, TV decoder and a phone. Once installed, you can enjoy all the services at a go simultaneously.

Option 1:

             a. Use the call centre number 0205205205 (free from your residential phone). The customer service agent will check your details, identify      
                 the problem and fix.
             b. If the above, 1 fails, the agent will inform our field support technicians who will within 24 hours visit your residence and rectify the problem.
             c. In case the problem is within the supply network in your neighborhood, our network maintenance team will be informed and will rectify the
                 problem.

Option 2:

1. Visit our Zuku Walk in Centres located as follows:

             a. Zuku Head Office –Gateway Business Park, Mombasa Road.
             b. Diamond Plaza, Ground Floor, Highridge, Parklands Area.
             c. Pension Towers (Formerly Loita House), Loita Street Nairobi, 1^st Floor.

You can also follow us on twitter #Zuku_WeCare

1. Zuku Triple Play Services are bundled and are billed together.
2. The Phone comes with a start of credit of KES 100/-. Thereafter, the customer will buy credit/airtime from Zuku.
3. You receive your invoice 10 days to your due date. The invoice is sent to your email address you provided at sign up.
4. An SMS reminder is sent to the main registered mobile number on your account 5 days to your due date.

1. Your due date is anniversary; therefore, it falls just a month after your last payment.

2. You can pay using the following methods:

        a. Buying Phone Airtime and Paying for TV and Internet:

                i.  Using MPESA
               ii.  Using Airtel Money
              iii.  Using Pesapal Option
              iv.  Using PesaPoint ATM
               v.  Paying at the Prime Bank

Instructions are available here: http://www.zuku.co.ke/pay-your-bill/ways-to-pay-your-bill.html

3. Late payments for bundled services attract a reconnection charge of KES 499/- effective 1^st September 2012.

1. Check the front of your cable modem and confirm that all the lights are stable, if not call customer service.
2. If using home Wireless Internet (WiFi to access internet, check the signal indicator on the bottom right side of your PC or signal indicator on any the
    device you are using. The signal level must be strong for stable internet access. Move around until you get good coverage.

1. Confirm that the cable modem is powered and connected to the cable coming into the house.
2. Check the lights in front of the cable modem to confirm they are well lit and stable (not frequently blinking).
3. If you are using direct cable to your Personal Computer, ensure it is well fixed and that the network connection on the bottom right hand side has 
    connection indicators.
4. If you use wireless network in your house, ensure your laptop or device wireless button is set to ON.
5. Restart your devices, give about 5 minutes, try again, if it fails, call customer care on 0205205205.

1. Email Sending and Receiving utilizes an existing internet connection. First, ensure your internet connection is working by trying to browse the
    internet. If successful try the following:

2. Sending:

    a. Ensure your outgoing mail server while connected to Zuku service is mta.wananchi.com
    b. Confirm that under Server Settings, you have enabled “My Server Requires Authentication”
    c. Use your Zuku login name and password on prompt provided.

3. Receiving:

    a. If using Zuku mail servers to receive mail, ensure you have the correct Incoming mail server.
    b. If using your own domain, confirm with your I.T administrator about the correct incoming mail server.
    c. If the above fails, call customer service.

1. Refer to Zuku experience guide on http://www.zuku.co.ke/triple-play/fair-usage-policy.html and check if your internet access experience is varying 
    from what is indicated.
2. Visit http://speedtest.zuku.co.ke/. Run the speed test and confirm if the results collected are acceptable.
3. If internet is shared in the home, please check if there is any user downloading Music, movies and content that is utilizing most on the speed.
4. Restart your computer, and the cable modem and run the above tests again, if the problem persists, call customer service.

1. Confirm that the cable modem is on and the lights are stable. Check in front panel of the modem.
2. If using wireless internet, confirm that the wireless status is set to ON.
3. Open a different web page and confirm if it is a web page related problem.
4. Confirm your subscription status with customer care.

1. Confirm you are on the R4 and R8 internet subscription bundles.
2. Confirm the cable modem is on.
3. Check your device wireless button is set to ON.
4. If all above is right, restart your computer or access device.
5. If problem persists, call customer service.

1. Check the power source – change and use another wall socket.
2. If the problem persists, unplug ONLY your power adapter, and take it to one of oul support centres (Gateway Park, Mombasa Road, Diamond Plaza,
    Parklands (Ground Floor) or Pension Towers (Loita Street, City Centre, Ground Floor).

1. Check and confirm the cable from the TV to the Zuku Decoder is in place and firm.
2. Check the Input Selection from your TV Remote and confirm the input source is Zuku Decoder.
3. Check if the decoder is on standby, put it on.
4. If all the above is ok and still no picture, call customer care to check subscription status.

1. Confirm that your account is not overdue.
2. Confirm that your subscription package has the channel your are trying to watch on http://www.zuku.co.ke/triple-play/triple-play-channels.html

1. Check and confirm the cable from the TV to the Zuku Decoder is in place and firm.
2. Check the Input Selection from your TV Remote and confirm the input source is Zuku Decoder.
3. Check if the decoder is on standby, put it on.
4. If all the above is ok and still no picture, call customer care to check subscription status and availability of channel at that time.

1. The phone uses internet to work. Confirm that the internet is working.
2. Check the cable that connects the phone to the cable modem and ensure it is on Port 1. Test again.
3. Check with customer service.

1. Check your phone and confirm if it has a dial tone. If not refer to the above “Phone has no dial tone”

2. If the phone has a tone, check if you can call a Zuku line, 0205205205. If successful, check if your phone has credit to call numbers outside Zuku 
    network

3.If you have credit and you still cannot make calls normally by *prefix*number*, inform customer service.

To start calling out from your Zuku line (+254 20 520 XXXX) the following

 are the calling methods depending on the network and country you will be

 dialing to.

Local Calls:

 For calls within Kenya there are various ways to call as follows:

 Zuku Number dial 520 XXXX

For other landlines  (Telkom, Flashcom, KDN or any VOIP provider)

 Dial Area code + Telephone Number for example in Nairobi dial 020 XXXXXXX

·For a mobile network (Safaricom, Yu, Airtel & Orange) dial Mobile

 Number for example 07XX XXXXXX

 International Calls:

For all calls out of Kenya kindly dial 000 + Country Code + Area Code +

Subscriber Number For Example when calling a friend in USA dial

 0001617XXXXXXX.

 The 000 automatically replaces the + before any international number.

 Start calling worldwide and welcome to the wonderful world of Zuku Triple

 Play!