Starlink, the satellite internet service owned by SpaceX, has been unable to onboard new customers in Nairobi since November 2024 due to overwhelming demand that has exceeded its network capacity. More than six months later, the freeze is still in place, leaving customers who purchased hardware unable to access the service.
This escalating issue raises questions about whether satellite broadband can meet the needs of densely populated urban areas. It also highlights a disconnect between Starlink’s promise of reliable high-speed internet and the technical and operational limitations of satellite networks in rapidly growing markets.
“If we kept allowing people to sign up, it would degrade the service for everyone,” explained Lauren Dreyer, VP of Starlink Business, in an interview with CNN’s Africa correspondent Larry Madowo back in February, when asked about the company’s decision to pause sign-ups in Nairobi.
The issue isn’t new in satellite internet: capacity depends on satellite coverage and ground support infrastructure. Starlink added a ground station in Nairobi that went live in January 2025, a move expected to improve speed and reduce latency in the region. But the congestion hasn’t eased so far, and new users still can’t get online. And while Starlink has ramped up launches—it had 7,135 satellites in orbit by March 2025—demand in Kenya is outpacing what the system can handle.
“I want to install Starlink at my parents’ house, but I cannot because the area is full or locked,” said Isaac Migiro, another customer in Nairobi.
Despite the growing user base, Starlink does not have a local office in Kenya where customers can get updates or support. Communication is limited to online channels, leaving frustrated users with few options when facing delays or activation issues.
Resellers and local hardware suppliers stocking Starlink kits are also feeling the heat. Another spot check by TechCabal found that some supermarket chains such as Carrefour have reduced or cut the sale of the kits. Others, including Naivas, have started offering Safaricom 5G routers, which target the same customer base Starlink is chasing.
“They’re not moving that fast,” Dr. Kanyuira, who runs Essential Accessories, an online electronics shop in Nairobi, told TechCabal. “Sales peaked between June and July last year, but that could change if more capacity becomes available.”
Starlink could also be subject to regulatory pressure in Kenya, which plans to raise satellite internet licence fees from $12,302 to $115,331 and add a 0.4% turnover levy, a move that could squeeze out smaller satellite ISPs such as Viasat and NTvsat.
