• Canalbox called to explain widespread service complaints
• Regulator demands immediate corrective measures
• Operator faces fines or license sanctions if non-compliant

Rwanda’s telecom regulator has issued a formal notice to Canalbox, the country’s main internet service provider, over persistent service quality issues reported by customers.

The Rwanda Utilities Regulatory Authority (RURA) said in a statement published on X on April 21 that the company has been summoned to a hearing to provide explanations and present immediate corrective measures.

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.

Further to a prior enforcement notice, Canalbox has been formally invited to a hearing…

— Rwanda Utilities Regulatory Authority - RURA (@RURA_RWANDA) April 21, 2026

The regulatory action aims to compel the operator to ensure reliable service delivery in a context of growing digital demand. Households increasingly rely on high-speed internet for connected homes, e-learning, gaming, streaming, and remote work. Businesses, for their part, depend on stable connectivity to maintain operations, support digital tools such as cloud services and video conferencing, and ensure service continuity.

Typically, operators subject to such notices must address identified shortcomings within a deadline set by the regulator. Failure to comply may lead to sanctions under applicable laws. These include administrative fines ranging from 500,000 Rwandan francs (about $342) to 15 million francs per day of non-compliance from the confirmed notification date.

The regulator may also impose additional licensing conditions, suspend the operator’s license for a defined period, or revoke it entirely.

Isaac K. Kassouwi