Internet service provider GVA Rwanda, which operates CanalBox, has attributed recent network disruptions affecting its users to instability on a key regional fibre link.
The disruptions, reported over the past few days, left many users struggling with slow speeds, dropped connections, and in some cases bad service.
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Speaking to The New Times on April 17, GVA Rwanda CEO Aime Abizera said the issue stems from a fibre break in Kenya along a major international route that carries traffic into Rwanda.
Rwanda, being landlocked, depends on fibre routes passing through neighbouring countries such as Uganda and Tanzania to access global internet infrastructure.
Key routes stretch over 1,500 kilometres from Kenya through Uganda into Rwanda, while others run more than 2,000 kilometres from Tanzania to Kigali. Any disruption along these extended paths can significantly affect service quality.
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According to Abizera, one of CanalBox’s key service providers — handling traffic from Mombasa through Nairobi to Kampala — experienced a major break in mid-western Kenya.
"While the link was restored, the incident caused degradation along the fibre path, leading to intermittent connectivity,” he explained.
The affected route is a critical transit channel that carries a large share of CanalBox’s international traffic into Rwanda.
The disruption has not affected all users equally.
Services that rely heavily on international connectivity, such as streaming and some online work platforms have experienced the most disruption.
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However, services hosted locally or routed through Kigali’s Internet Exchange (RINEX), as well as traffic sourced from Kampala, have remained relatively stable.
Abizera also noted that certain enterprise services may perform better due to prioritisation measures put in place to maintain critical operations.
To minimise the impact, CanalBox said it has rerouted traffic through alternative paths while working with regional partners to stabilise the affected link.
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The company is also upgrading backup routes and exploring additional connectivity paths through other countries.
"We are in the final stages of adding more redundant, higher-capacity routes, which should come online in the coming weeks,” Abizera said, adding that technical teams are continuing to monitor the situation closely.
Users express frustration
Despite these assurances, customers have taken to social media to voice frustration, with many demanding compensation.
Arnaud Cyubahiro, a CanalBox subscriber, said the disruptions affected both his work and entertainment.
"The past three days have been disappointing. I couldn’t properly watch a Champions League game due to connection issues,” he said.
"As someone who frequently works from home, these connectivity issues cause me to lose progress and disrupt my workflow.”
Cyubahiro added that while such issues are not constant, they occur several times a year.
"From my experience, they happen around four times annually. It’s rare, but still frustrating,” he noted.
RURA, in a statement shared on X, said it is following up with the service provider to ensure the issue is resolved.