At this point, I might as well start a support group: “Victims of the Airtel 5G Router Network.” We can meet weekly, bring our routers in brown bags, and vent about lagging streams, buffering YouTube videos, Zoom calls that freeze mid-sentence, and the endless DM loops from Airtel’s customer care.
But this week, it’s not just me crying foul. Turns out, some Kenyans are so done with Airtel’s 5G home router that they’ve taken to literally tossing the device into the trash and then posting the receipts on social media for all to see.
Some have been quick to dismiss these complaints terming them as a paid gig by Safaricom. But I can assure you that I share the same frustrations with those complaining on social media.
From Frustration to Public Execution
On X, user @Its_Roddie didn’t mince his words. He posted a photo of the Airtel 5G router with the caption:
“Some useless piece of shit.. Belongs to the trash can.”Brutal. But what’s more shocking is the 179,000+ views and 230+ replies the post has racked up in less than 24 hours, with many echoing similar frustrations. A scroll through the replies reveals an ugly truth: while some users claim their Airtel 5G routers work fine, a loud, increasingly fed-up section is clearly over it.
One person sarcastically asked if it’s an art piece. In typical X fashion, others offered condolences. And then there are those who, upon seeing the post, are now rethinking their plans to get one.
But the award for most dramatic departure goes to @Dendricck, who literally dumped the Airtel 5G router into a dustbin and threatened to go back to Safaricom. He went on to explain that he paid for internet on July 30th, but had no service for 6 days. He’s spoken to 13 Airtel agents since Friday, but guess what? Still nothing. No solution. No refund. Just the usual runaround.
Been There, Ranted That
These rants struck a painfully familiar chord for me because I’ve said nearly the exact same thing multiple times on Techish Kenya, Android Kenya, and X.
- In this piece, I highlighted my desire to ditch Airtel and switch to Safaricom’s 5G router after suffering through unreliable performance and customer support that makes you feel like you’re the problem.
- In this one, I described the weird nighttime network drops that turned my Airtel 5G router into a glorified lamp. This started after I moved places.
And every time I reached out for help?
“We’ve raised a ticket.”
“We’re reprovisioning.”
“Check back in 24 hours.”
It’s a rinse-repeat nightmare. Airtel support on social media has become the corporate version of gaslighting with polite replies that lead nowhere. So to see fellow users going through the exact same circus… Let’s just say I felt seen.
Maybe It’s Time for a Switch?
Even @Its_Roddie eventually admitted:
“Sahii nikaeza pata 7K siezi think twice on getting that Safaricom 5G router man. Shida ya airtel hata si connection.. Shida ya airtel ni customer service.”Translation: If he had KES 7,000 right now, he’d instantly switch to Safaricom’s 5G router currently going for KES 3,000 with a monthly subscription starting from KES 3,000. Not because Safaricom’s 5G router is the best thing to ever happen to smart homes given the limit on the number of connected devices. And certainly not primarily because Airtel’s speeds are the worst, but because of how frustrating their support is when issues arise.
That’s also where I currently stand. Airtel had the price advantage, no doubt. But Safaricom just deployed a 5G booster right outside my front yard, removing one major hurdle that previously kept me away. At this point, I’m honestly more willing to try anything that works and comes with customer support that actually supports.
Is Airtel Dropping the Ball?
Airtel made a huge splash when they launched their affordable 5G routers. The pricing was aggressive, and for many, it felt like a refreshing alternative to Safaricom’s pricey ecosystem. But when something is affordable and unreliable and unfixable when things go wrong, then the cost advantage becomes meaningless.
What’s worse is Airtel’s silence amidst these growing complaints. Even as more users publicly express their disappointment, there’s no visible acknowledgement from the company. No roadmap for improvement. No proactive outreach. Just the same tired, copy-paste DM replies asking for your number and promising a callback that never comes.
It’s a textbook lesson in how not to handle tech support in 2025. And no, I’m not writing this to bash Airtel for the sake of it. In fact, I wish things had worked out differently. I also know there are many others with very different experiences from those of us having these issues, and I’m so envious of you guys.
We need companies like Airtel to do well because Kenya needs competition in the home internet space. But not at the expense of customer trust. So if you’re thinking about getting the Airtel 5G router, consider this your public service announcement:
✔️ It may work for some people. Heck, it does work fine for many out there.
❌ It may not work for you. Again, just like it hasn’t worked out for me and several others.
🗑️ And if it doesn’t, you’ll likely be left with a paperweight, poor connectivity, and customer service that tests your faith in humanity.
But hey, at least you’ll have good company in the trash can.
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