FAQS
- Postpay FAQs
Telkom postpaid plans give you flexibility & convenience which is essential for good customer experience while ensuring that that you get the best value for your money.
Simply visit a Telkom shop or email corporatecare@telkomkenya.co.ke and our team will assist you.
- For Corporates & SMEs.
- Full postpaid- Gives you unlimited talk time.
- iControl-Postpaid offer Customer chooses limit of their package-1k-100k.
- CUG-Voice offer that allows for free calls within a group.
- For Individuals.
- Ongea-A postpaid bundle offer with 2 packages sh.1000 & ksh 3000.
- Certificate of Registration.
- PIN Certificate.
- National ID.
- Fill an application form.
- Individual line (Ongea).
- National ID.
- You can buy a postpaid or prepaid data bundle if you are on iControl or Ongea.
- To get a postpaid data bundle contact your key account Manager Or visit your nearest Telkom shop.
- To buy a prepaid data bundle dial *124#.
Roaming is only available for pure postpaid customers, with an additional deposit of KES 5,000.
- When your postpaid account has been temporarily disconnected, you will not be able to make any regular calls, send text messages or use your mobile Internet. To have your account re-activated.
- Call 0800200000 or 020 4600200 or write to corporatecare@telkomkenya.co.ke.
- Contact your Key Account Manager.
- You can pay your bill using:
- Visa; MasterCard; Mobile Money; KCB Mobile; Equity Eazy 24-7; Co-op Mobile and Chase Mobile. Simply follow this link http://www.telkom.co.ke/payments/
- Prepay FAQs
By dialing*544# and selecting My Special Offer.
The bundles are valid for 30 days.
Telkom calls with a daily allocation of 99 or 199 minutes.
By dialing *131#.
You can only subscribe to the same bundle before the expiry of your existing bundle. You cannot subscribe to a higher of a lower bundle until your current bundle is expired.
Data will be at pay as you go (PAYG) rate of 4.30/- per MB.
Any unutilized data bundle will be forfeited.
Yes you earn Ziada points on the cost of the bundle.
Dial *544*3#
10 minute, 33 minute and 66 minute bundles are valid for 30 days while the 333 minute bundle is valid for 45 days.
Dial *144#
Yes, you can subscribe to the same bundle, a lower or higher bundle before the expiry of your existing bundle. When you buy any bundle before the expiry of your existing bundle, the minutes resources will accumulate.
Yes, you earn ziada points on the cost of the bundle.
You can subscribe by dialing *544#.
10 minute, 33 minute and 66 minute bundles are valid for 30 days while the 333 minute bundle is valid for 45 days.
By dialing *144#
Yes, you can subscribe to the same bundle, a lower or higher bundle before the expiry of your existing bundle. When you buy any bundle before the expiry of your existing bundle, the minutes resources will accumulate.
Yes, you earn ziada points on the cost of the bundle.
- This is a tariff applicable to new & existing prepaid customers;
- New customers will successfully subscribe to the 1GB monthly + 100 pack Mins + 2 Bob/Min* to other networks offer upon successful registration (KYC) and topping up Kes 50. The 1GB monthly + 100 Mins will be credited to the customers’ accounts on the anniversary of their subscription to the Madaraka Offer at a cost of kes 5 or if a customer buys a booster pack monthly. Three monthly data booster packs ((i)1GB @ 50kes, (ii) 4GB @ 240kes & (iii) 8GB @ 410kes) will be available for purchase by customers subscribed to the service. A customer need not exhaust the resources to purchase a booster pack. All offnet calls by subscribers enrolled to this tariff will be priced at Kes 2 per minute*.
- Existing customers will opt-in upon a payment of 50sh & get 1GB monthly + 100 Mins + 2 Bob/Min* to other networks. The 1GB monthly + 100 minutes will be credited to customers’ account on the anniversary of their subscription to the Madaraka Offer at a cost of kes 5 or if a customer buys a booster pack monthly. Three monthly data booster packs ((i) 1GB @ 50kes, (ii) 4GB @ 240kes & (iii) 8GB @ 410kes) will be available for purchase by customers subscribed on the service. A customer need not exhaust the resources to purchase a booster pack. All offnet calls by subscribers enrolled to this tariff will be priced at Kes 2 per minute*.
- New Customers upon joining the Telkom Network will be enrolled to the service upon topping up Kes100.
- Existing customers will opt-in to get the offer via *544*0#.
This will be a permanent tariff. 1GB Monthly Starter Pack + 100 Onnet Mins Monthly will be loaded on the anniversary day upon a payment of kes 5 or purchase of a booster pack while calls to other network will cost Kes 2 Bob per minute*.
The offer is available to new & existing prepaid customers.
No, unutilized 1GB Monthly Starter Pack Data will not rollover to the next month.
No, unutilized 100 (Telkom to Telkom) Monthly Mins will not rollover to the next month.
Unutilized resources from the booster packs will roll over to the following month provided that the booster pack has not expired.
Simply Dial *144# or *131#.
- 1GB @ 75kes is valid for 30 Days
- 4GB @ 240kes is valid for 30days
- 8GB @ 410kes is valid for 30days
The 3 data booster packs (1GB @ 75kes, 4GB @ 240kes & 8GB @ 410kes) will be availed to customers upon successful subscription to the Madaraka Life Offer by dialing *544*0#
The 1GB Monthly Starter Pack Data will have higher priority in consumption than any other data bundle.
No, WhatsApp usage will be charged from your 1GB monthly starter pack data and bundle resources, where applicable.
The 1GB Monthly Starter Pack Data will be loaded on a monthly basis on the anniversary day upon a payment of kes 5 or purchase of a booster pack monthly, however the unutilized resources will not roll over to the next month.
They will be charged a base rate of 2 kes per minute* for Telkom to Telkom Calls.
Data will be charged 4.30/- per MB (pay as you go (PAYG) rate).
Yes, Ziada points will be earned on the cost of the bundle.
Yes, one can purchase the usual bundles.
Yes, simply dial *544*0*1#.
Telkom postpaid plans give you flexibility & convenience which is essential for good customer experience while ensuring that that you get the best value for your money.
Simply visit a Telkom shop or email corporatecare@telkomkenya.co.ke and our team will assist you.
- For Corporates & SMEs.
- Full postpaid- Gives you unlimited talk time.
- iControl-Postpaid offer Customer chooses limit of their package-1k-100k.
- CUG-Voice offer that allows for free calls within a group.
- For Individuals.
- Ongea-A postpaid bundle offer with 2 packages sh.1000 & ksh 3000.
- Certificate of Registration.
- PIN Certificate.
- National ID.
- Fill an application form.
- Individual line (Ongea).
- National ID.
- You can buy a postpaid or prepaid data bundle if you are on iControl or Ongea.
- To get a postpaid data bundle contact your key account Manager Or visit your nearest Telkom shop.
- To buy a prepaid data bundle dial *124#.
Roaming is only available for pure postpaid customers, with an additional deposit of KES 5,000.
- When your postpaid account has been temporarily disconnected, you will not be able to make any regular calls, send text messages or use your mobile Internet. To have your account re-activated.
- Call 0800200000 or 020 4600200 or write to corporatecare@telkomkenya.co.ke.
- Contact your Key Account Manager.
- You can pay your bill using:
- Visa; MasterCard; Mobile Money; KCB Mobile; Equity Eazy 24-7; Co-op Mobile and Chase Mobile. Simply follow this link http://www.telkom.co.ke/payments/
This is a product from Telkom which gives you data, voice minutes, and SMS in addition to personal accident and accidental death cover from Britam.
1GB data, 25 any-net minutes, 100 on-net minutes, 25 SMS, monthly personal accident cover for up to Kes 20, 000 and monthly accidental death cover of Kes 20,000, valid for 30 days.
By dialing *444# and selecting Life Bila Noma.
30 days.
No. You get a new bundle every time you renew.
Up to Kes 20,000 per month.
Kes 20,000.
By dialing *144#
Yes. The resources will be accumulated and the accident cover and accidental death cover will be capped at 60,000sh each.
The resources will be accumulated and the accident cover and accidental death cover will be capped at 60,000sh each.
The resources will be forfeited.
Yes, there are a few exclusions. These are: pre-existing physical or mental defects, self-exposure to hazardous activities such as death from drugs/alcohol, suicide and war risks unless special arrangements are made.
The following activities are not covered: Aqualung diving, rugby, boxing, climbing and mountaineering necessitating ropes or guides, parachuting, polo, power boating, motor competitions and show jumping.
Minimum entry age is 18 years. Maximum joining age is 65 years at entry. Maximum coverage age 70 years.
All Outpatient;
- Client visits a Britam Panel hospital or hospital outside the panel.
- Client will pay the hospital bill and submit; a duly completed claim form, discharge summary, hospital bill/invoice, payment receipts and police abstract to Britam for claim processing within 7 days after hospitalization.
- Britam will review the received claims and notify the client if the claim has been approved
- For approved claims, payment will be made to the client via mobile money up to the cover limit.
Britam Panel Hospital- Inpatient only
- Client visits a Britam Inpatient Panel hospital.
- In the event of admission, the client presents a National ID to the hospital within 48 hours of hospitalization.
- Client calls Britam helpline to request for hospitalization approval.
- Britam sends authorization to the hospital up to the cover limit.
- Hospitalization Outside Britam Panel Hospitals- Inpatient
- Client will pay the hospital bill and submit; a duly completed claim form, discharge summary, hospital bill/invoice, payment receipts and police abstract to Britam for claim processing within 7 days after hospitalization.
- Britam will review the received claims and notify the client that the claim has been approved or rejected.
- For approved claims payment will be made to the client via mobile money up to the cover limit.
NOTE: Claims are done on a purely reimbursement basis.
For a death claim, you need the following documents:
- ID copy of the deceased
- ID copy of the claimant
- A certified copy of burial permit or death certificate
- Filled Britam claim form
- Hospital/Post-mortem report
- Police report
You can access over 400 hospitals countrywide based on the one which is convenient. A list of hospitals is available on the Britam website.
In case you visit any of the hospitals in our network, call 0709 165 000 to notify Britam who will then send a pre-authorization to the hospital for you to receive treatment. Note, you will be required to show your ID at the hospital.
Call the Britam helpline 0709 165 000 or email microinsurance@britam.com and a Britam representative will guide you on what to do.
All valid claims will be paid out within 5 working days with effect from the time the insurer receives all the required documents.
Within 24 hours after purchase of bundle.
In the event of non- payment of premiums within 24 hours , all the above benefits shall lapse and become suspended.
Get in touch with Britam through our call centre number 0709 165 000 or Email customerservice@britam.com.
Dial *544# , Option 3 under Voice bundles then option 3.
Dial *544# , Option 3 under Voice bundles then option 3.
- SMS FAQs
- Dial *188#
- Dial *123# select 3 (Talk, Text & More)
- Go to Talk Text & more in the My Telkom app and select SMS Bundles
- Go to your Tkash menus, select buy bundles, select SMS bundles
Yes, ALL Telkom SMS bundles units can be used to text any network
- Dial *131#
- Go to my account on My Telkom app
No, International SMS is not included in the Daily or Monthly SMS bundle. Costs for International SMS will be deducted from the main account balance.
- Yes, you can.
- For the daily SMS, the new subscriptions validity period takes precedence and the resources will accumulate.
- For the Monthly bundle, the new subscriptions validity period takes precedence and the resources reset.
- Daily SMS bundle is valid for 24hrs
- Monthly SMS is valid for 30 days
- You can purchase a new SMS bundle.
- If you don’t purchase a new bundle, SMS will be charged at the PAYG rate of Ksh 1.
- Yes, the daily SMS bundle is auto-renewed.
- The monthly SMS bundle is not auto-renewed.
You can cancel the auto renew by dialling *188#, and select unsubscribe (option 4).This will cancel the SMS offer you are subscribed to.
Any unutilized SMS will be forfeited once the bundle expires.
Yes, you earn Ziada Points on the cost of the bundle.
- International Roaming Rates FAQs
Simply dial *544# select option 7 (International)
Dial *144# to check balance.
Validly of the international bundle depend is 30 days
You can make calls to India, USA, China & Canada.
Once you subscribe to a new bundle before the expiry of your existing bundle, the mins will accumulate.
Preferred per min rate.
Yes you earn Ziada points when you subscribe to international bundles. Customers will however NOT be able to redeem international bundles using their Ziada points.
The service is activated upon a written request by the customer, presented to the Telkom shop or to an account relationship manager. A contract is signed and a refundable security deposits is paid.
- When you arrive in foreign country, switch on your mobile phone. The mobile phone will automatically pick radio signals of roaming partner network and initiate registration in visited network.
- In case the automatic authentication fails, a subscriber can use the manual authentication through his phone settings, network and selects manual configuration.
- The visited network will ‘authenticate’ the customer’s mobile phone with Telkom (e.g. check if it’s a valid customer, whether the customer is allowed to roam, services which customer can access, etc).
- Once authentication is done successfully, the customer can make and receive calls. The name of the visited network will be displayed on the screen of customers’ mobile phone.
- A subscriber can make calls to any destination in the roaming country and also to any destination outside the country in which they are roaming.
- One will simply dial the relevant area code and number of the country in which they are roaming.
- For international calls, a subscriber will have to add a ‘+’ (short code for 000), the country code of the country you are dialing and the telephone number of the person you are calling.
- For example to call customer 0770123456 while roaming, roamer X will have to dial +254770123456
- To make a call from the home network to someone who is roaming, a subscriber only has to dial the person’s complete Telkom number as they do when they are on the home network.
- If somebody within the country in which you are roaming needs to contact you, they will have to dial your Telkom number, including the international access code (+) and the international dialing code for Kenya (254) followed by your number.
- For example: +254 770123456
- All calls are charged differently depending on roaming partner in the visited country. Please visit our website to check the applicable rates before you travel.
- For received calls by the roamer while in a foreign country, the caller shall be charged the equivalent of the international calling rate to the visited country.
- Yes, SMS service is available to all customers that roam in countries with Telkom roaming presence. SMS roaming is an effective and cheap way for you to communicate while you roam.
- It’s important to note that the SMS centre number has to be the correct one i.e. 0770000040
A subscriber will just have to switch on his phone, this will automatically search for Telkom network and get connected. In case one has trouble, they can check the phone settings, and perform a manual selection of the home network.
In case you have trouble while roaming it’s important to contact the customer help line on + 254 20 2221000 or send an email to customercare@telkomkenya.co.ke