The Rwanda Utilities Regulatory Authority (RURA) has summoned Canalbox to explain persistent service disruptions and present immediate corrective measures following growing customer complaints over poor internet quality.
In a statement issued on April 21, 2026, RURA said the move aims to protect subscribers who have recently reported slow and unreliable internet, particularly affecting users dependent on high-speed connectivity.
“Following previous warnings, Canalbox has been summoned to provide explanations and outline urgent measures to address these challenges,” RURA said, adding that it remains committed to enforcing compliance with service quality standards.
The regulator urged consumers to continue reporting substandard services as part of ongoing monitoring efforts.
Under Rwanda’s regulatory framework, failure to comply with directives from the regulator may attract administrative sanctions, including fines ranging from Rwf500,000 to Rwf15 million per day for each day of non-compliance after notification.
RURA warned that additional measures could include stricter licensing conditions or temporary suspension of the operator’s license.
In cases of repeated service failures, the regulator said it may initiate a comprehensive review of the company’s license, potentially leading to more severe action if compliance is not restored.
