Rwanda Regulator Takes Action Against CanalBox Over Internet Service Quality

Rwanda’s telecom regulator, the Rwanda Utilities Regulatory Authority (RURA), recently took action against internet provider CanalBox after users reported poor service quality.

The move shows growing pressure to ensure reliable internet as Rwanda continues to build its digital economy.

What Happened?

RURA said it received multiple complaints from users experiencing:

• Slow internet speeds

• Frequent service interruptions

• Unstable connections

In response, the regulator summoned CanalBox and later ordered the company to compensate affected customers.

RURA also required the provider to submit progress reports and warned that penalties would continue until service standards improve.

CanalBox Response

CanalBox acknowledged the issue and said the disruption was caused by a regional fibre network problem, not only its internal systems.

The company confirmed that services were restored after the outage, affected customers received about seven days of compensation, and steps are being taken to improve network capacity.

Has the Issue Been Fixed?

Service has been restored, but the situation may not be fully resolved.

The main issue came from external fibre infrastructure, which means similar disruptions could happen again if broader network reliability is not improved.

RURA is still monitoring the situation through required reports, suggesting that long-term fixes are still in progress.

Why This Matters

Reliable internet is now essential for work, education, and digital services in Rwanda.

This case shows that regulators are taking user complaints seriously, internet providers are being held accountable, and service quality is becoming a national priority.

As Rwanda pushes forward with digital transformation, ensuring not just access but consistent quality will be key.

Read more Rwanda: Canalbox Restores Services Under Regulator Pressure, Offers Compensation - Ecofin Agency