Installation Guide
What to expect when you connect
Getting fibre internet in Kakuma is simple. Here's our clear, step-by-step process so you know exactly what happens — from your first message to going live.
Track Your Request
Where is my installation?
Follow your connection journey from application to activation. Tap a step to see where you are.
Submit Your Request
Step 1 of 5 · Day 1Fill out our contact form or WhatsApp us your name, location/zone, and preferred package. Our team will confirm receipt within a few hours.
Submit Your Request
Day 1Fill out our contact form or WhatsApp us your name, location/zone, and preferred package. Our team will confirm receipt within a few hours.
- Your full name and phone number
- Your zone or plot number in Kakuma
- Preferred internet package
Site Survey
Day 2–3A Nexus technician visits your home or business to assess fibre routing, check signal strength, and confirm the best installation approach. The survey is completely free.
- Technician arrives at your location
- Signal & routing assessment done
- Installation date confirmed with you
Fibre Installation
Day 3–5Our team runs the fibre cable to your premises, installs the optical network terminal (ONT), and mounts your Wi-Fi router in the optimal position for full coverage.
- Fibre cable laid to your premises
- ONT & router installed and secured
- Indoor cabling neatly managed
Line Activation
Same dayOnce hardware is in place, our network team activates your line remotely. This typically takes under 30 minutes. You will receive your Wi-Fi credentials on the spot.
- Line activated remotely
- Wi-Fi SSID and password handed over
- Speed test run to confirm performance
Go Live & Support
OngoingYou are online! Our 24/7 network monitoring team watches your connection around the clock. For any issues, reach us on WhatsApp or phone — same-day response guaranteed.
- 24/7 network monitoring active
- WhatsApp & phone support available
- Same-day on-site response if needed
Installation FAQs
Common questions from new residents.
How long does the full process take?
From request to going live typically takes 3–5 business days, depending on your zone and schedule availability.
Is there an installation fee?
The site survey is free. A one-time installation fee may apply depending on cable distance — our team will inform you during the survey before any work begins.
Do I need to be home during installation?
Yes, someone should be present during both the survey and installation day so our technicians can access the premises and hand over credentials.
What if my zone is not yet covered?
We are expanding coverage every month. Submit a request anyway — we will add you to the waitlist and notify you as soon as your zone goes live.
Can I upgrade my package later?
Absolutely. Contact us any time to switch to a higher tier. Upgrades are processed within 24 hours with no reinstallation needed.
