Zuku Loses Over 20,000 Subscribers Amid Service Issues, While DSTv Gains Ground in Kenya

Wananchi Group, trading as Zuku, lost over 20,000 customers in the three months to September 2025. This marks one of its steepest quarterly declines in recent years. The drop affected both its internet and pay-TV services. It highlights the challenges the company faces during a major transition.

The biggest losses were in Zuku’s cable-TV segment. Subscriptions fell from 64,212 in June to 44,593 by September. That is a loss of 19,619 users, or 30.6 percent. Its direct-to-home satellite service lost 1,591 subscribers. Fixed internet dropped by 1,502 users. Overall, Zuku’s market share fell from 12.7 percent to 11.8 percent.

The decline comes as Zuku undergoes a major ownership change. Axian Telecom Fibre Limited, through its subsidiary Yas, took a 99 percent stake in Wananchi Group. The move raised hopes of a turnaround. But service issues remain. Customers complain of network downtimes, slow internet speeds, and inconsistent support. Many are switching to competitors.

Meanwhile, Multichoice Kenya’s DSTv saw strong growth. Its subscriber base rose from 188,824 in June to 270,017 by September. That is a 43 percent increase. DSTv became the leading digital broadcaster for new subscribers during the period. The shift shows how competitors are taking advantage of Zuku’s struggles.

Analysts say Zuku must act fast. It needs to improve service reliability and customer support. Otherwise, it risks losing more customers. Competitors continue to attract dissatisfied users with stable, reliable services. Zuku’s recovery will depend on how quickly it fixes operational problems and rebuilds trust with subscribers.