The Rwanda Utilities Regulatory Authority (RURA) has moved in following complaints from customers about the quality of internet services offered by Canalbox Rwanda.
Users in Rwanda have in recent weeks raised concerns over unreliable connections, with many citing slow speeds, frequent outages and poor performance even in areas said to be fully covered.
"Honestly, Canal Box, at this point, acts like a scamming company. I've spent two months without a working internet. They sent their so-called technicians, and nothing was fixed. I've called them a total of 27 times from March 6th to April," a one Zubeda Fanny complained.
"...every single day I came on X to check your post saying on @CanalboxR because this sick Internet made me lose my $70 on duolingo english test," Ntare posted.
The complaints have steadily grown, drawing the attention of the regulator.
Subscribers have also criticised the company’s communication during service disruptions. Some say updates are either delayed or unclear, while others report difficulties when seeking help through customer care channels.
In a statement issued on Tuesday, RURA said it had begun regulatory action to address the concerns.
“RURA informs the public that it is undertaking regulatory action in response to concerns regarding the quality of internet services provided by Canalbox Rwanda following customer complaints," the regulator stated.
Further to a prior enforcement notice, RURA said Canalbox had been formally invited to a hearing to provide clarifications and outline immediate corrective actions.
"RURA remains committed to upholding service standards and encourages the public to continue reporting any service quality issues.” the statement added.
The regulator's move to swing in action has since been welcomed by many in Rwanda.
"Thank you for your consideration of our complaints. We would want a refund or an extension of our internet month subscription, as we have been unable to continue with our daily activities and will soon be charged." a one Alexandre Mubiligi said.
Canalbox is a fibre-optic internet service operated by Groupe Vivendi Africa (GVA), offering unlimited broadband in both Rwanda and Uganda.
The service was launched in Kigali in March 2020 and later expanded to Uganda in July 2024, starting with Kampala.
While the provider has built a reputation for fast speeds, especially in urban areas, it has also faced similar complaints in Uganda.
Customers in Kampala have recently pointed to internet issues, slow responses to technical issues, prolonged outages without updates, and limited coverage beyond the capital.
Rwanda's latest intervention now puts the spotlight on how the company will address the concerns and improve service delivery in Kigali.