The Rwanda Utilities Regulatory Authority (RURA) has sanctioned internet service provider GVA Rwanda Ltd, commonly known as CanalBox, following days of widespread service disruptions that affected customers across Rwanda.
In a statement issued on Monday, April 27, RURA said the company had been penalised under Article 269 of Law No. 24/2016 for continued non-compliance with service standards. The regulator ordered CanalBox to compensate all customers affected between April 13 and April 20, 2026, and to pay daily penalties until it fully restores stable service.
Additionally, the company has been instructed to submit regular progress reports within prescribed timelines. RURA emphasised that it will closely monitor the operator’s compliance, warning that failure to meet requirements could lead to further regulatory action.
“GVA has committed to compliance, and RURA will continue to closely monitor progress to ensure full service stability. Failure to comply will result in further regulatory action,” RURA announced.
The sanctions follow earlier enforcement steps taken by the regulator. On April 21, RURA summoned CanalBox management after receiving numerous complaints about poor internet connectivity. The company was invited to a formal hearing to explain the disruptions and outline corrective measures.
The disruptions were initially linked to a major fiber optic fault with their international provider overseas, which impacted stability and speeds across their network.
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