Support
Talk to
a person.
A fault, a bill you do not recognise, or a technician who did a good job — it all reaches the same small team in Mombasa.
Every day, 8am–9pm. If the line is busy, WhatsApp the same number.
01 — Before you call
Four things worth checking first.
Half of the faults we attend turn out to be a plug. Two minutes here can save you a day.
Nothing worked? Call and the fault is logged with a reference, acknowledged within four working hours. Do not wait for an email reply.
- 01Check the power. Router light on, adapter firmly in the wall, socket working.
- 02Check the cable. The thin cable from the radio outside should be snug at both ends.
- 03Restart, once. Switch the router off for 30 seconds, then on, and give it two minutes.
- 04Try one other device. If your phone works and the laptop does not, the fault is in the laptop.
02 — Tell us
A complaint or a compliment.
Both are useful. A complaint gets fixed; a compliment gets read to the technician who earned it. Pick a channel at the bottom — WhatsApp, email or SMS.
Your message is ready.
Open WhatsApp and press send. We acknowledge faults within 4 working hours and complaints within 24 hours.
If it is not fixed
- Day 0You report it. We acknowledge within 4 working hours and open a reference.
- Day 1We aim to restore within 24 hours in Mombasa, 72 hours elsewhere.
- Day 7Complaints are resolved, or you get a written reason and a date.
- Day 14Still open? Escalate in writing to the directors of Odapap Ltd.
Five days down? If an outage on our network lasts more than five continuous days after you report it, your next month is credited in full. You do not have to ask twice; the credit is applied once per outage.
What helps us fix it faster
- 01The account number, or the phone number on the account
- 02A photo of the router’s front lights, taken straight on
- 03The nearest landmark, not just the estate name
- 04Whether the neighbours are also down — that tells us mast or building
03 — Questions
Support, without the runaround.
Still stuck? The phone is answered by someone who can see your account, not a script.
Do I get a reference number?
Yes, by SMS or WhatsApp once we acknowledge the report. Quote it when you call back so you do not have to explain the fault twice.
What counts as an outage for the free month?
A failure on our network lasting more than five continuous days after you report it. Scheduled maintenance notified 24 hours ahead, power cuts, and faults in your own equipment do not count.
Can I pause the service while I travel?
Ask us before the billing date. We can suspend and restart on a date you choose, so you are not paying for a month you are not there.
Who do I escalate to?
If a complaint is still unresolved after 14 days, write to the directors of Odapap Ltd through paplink@odapap.com with the reference number in the subject line.
Internet down? Call, don’t email.
A phone call opens a fault immediately. Email is for anything you need in writing.