The Rwanda Utilities Regulatory Authority has launched a formal follow-up on Canalbox over persistent complaints of poor service delivery, signaling increased scrutiny on internet providers in the country.

In a statement, RURA said it had begun monitoring Canalbox after receiving numerous complaints from subscribers who reported prolonged periods of slow and unstable internet connectivity.

The regulator emphasized that the move is part of its mandate to protect consumers and ensure service providers meet established quality standards.

Canalbox had previously been warned about its service shortcomings.

Following continued dissatisfaction among users, the company has now been summoned to provide explanations and outline immediate corrective measures to address the issues.

“RURA is committed to enforcing compliance with service quality benchmarks,” the regulator noted, urging customers to continue reporting substandard services to help strengthen oversight and accountability.

For many subscribers, however, the intervention comes after weeks of frustration.

“We pay for high-speed internet, but most of the time it’s barely usable. Streaming or even attending online meetings has become a struggle,” said Marie Jean, one Canalbox user in Kigali.

“The connection keeps dropping, and when it works, it’s extremely slow. We need answers on what’s really causing these disruptions,” another client complained.

Speaking to Taarifa, a Canalbox employee who preferred to remain anonymous, revealed that the company is facing a serious fibre issues right from its international provider overseas.

“It’s very slow. Our main provider has problems on its fiber, It got damaged but our technicians are working on it,”

The regulator’s action highlights growing concerns over the reliability of internet services in Rwanda, particularly as businesses, schools, and households increasingly depend on stable connectivity for daily operations.

RURA’s engagement with Canalbox is expected to result in concrete steps to restore service quality.

In the meantime, customers are encouraged to remain vigilant and report ongoing issues, as authorities push to ensure that providers deliver on their promises.