The Rwanda Utilities Regulatory Authority (RURA) has summoned the management of CanalBox Rwanda following complaints about poor internet service. The regulator said on Tuesday, April 21, it is undertaking enforcement action and has formally invited the internet service provider to explain the ongoing disruptions. ALSO READ: CanalBox internet disruption traced to regional fibre fault “Further to a prior enforcement notice, CanalBox has been formally invited to a hearing to provide clarifications and outline immediate corrective actions,” RURA said. The regulator said it remains committed to ensuring service standards are met and urged the public to continue reporting any issues. ALSO READ: Canalbox submarine cable cuts disrupt internet access in Rwanda, Africa In a statement sent to The New Times that the company is cooperating with RURA and will provide the required clarifications during the hearing. This outage remains exceptional and does not reflect our usual service standards, said CanalBox Rwanda chief executive Aime Abizera. Our priority from day one is and remains to set and maintain the highest level of service quality for all our customers. Abizera added that the root cause of the disruption had already been identified and corrective measures implemented. He noted that the company is following up with customers who continue to experience issues. CanalBox subscribers have raised concerns about unreliable connectivity for days. This development follows recent disruptions that CanalBox operator, GVA Rwanda, attributed to a fibre break along a key regional route in Kenya, which carries a significant share of Rwanda’s international internet traffic. While the link was restored, the company said the damage caused lingering instability, affecting service quality. Rwanda relies on cross-border fibre routes through countries such as Uganda and Tanzania, making it vulnerable to such external disruptions. CanalBox had indicated it was rerouting traffic and working on backup connections to stabilise services.
