This morning as from 5.00 AM there was a serious issue on Safaricom’s network that affected MPESA transactions. Consequently we published an article to let you be aware that MPESA down time is something that should be expected given the recent server migration from Germany to Kenya.
The network error that affected SMS services was rectified and by around 3 PM the services were back and running. Later Safaricom sent us a press release to clarify that it wasn’t MPESA System that was the cause of the MPESA outage but rather a network problem that caused delays in SMS delivery. Actually, MPESA transactions were going through as usual, only that SMSes associated with those particular transactions were experiencing up to 30 minutes delay. According to some MPESA Agents and users, they ended up losing money due to the delays nonetheless, but I guess Safaricom knows how it will sort out each complain accordingly.
In the meantime, MPESA Agents who handed money to customers and later feared that they had lost money can be at peace as the SMSes for those particular MPESA transactions should have arrived on their phones by now. Same way, the MPESA customers who did not receive money from Agents for same reasons can now take the confirmation SMSes to the agents and get their monies. If there are agents or customers who still have complains, as usual, Safaricom should be able to come to their rescue.
Here is the press release by Safaricom clarifying the issue:
Attn: Business/ News Editors
April 24th, 2015
SAFARICOM SMS SERVICE DISRUPTION
Safaricom regrets to inform its subscribers that an issue with its Core Network is currently affecting SMS services. The problem, which began at 05:00am on the morning of April 24th2015, is affecting subscribers intermittently.
The technical hitch means that customers are experiencing delays when they send or receive SMS.
In addition, some M-PESA subscribers and agents may not receive SMS notifications of their transactions, even though all transactions made are successful and balances remain intact.
We apologise for the inconvenience caused as a result of this incident and appreciate your understanding as we work to resolve the issue.
Director – Corporate Affairs
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