The Rwanda Utilities Regulatory Authority (Rura) has sanctioned GVA Rwanda Ltd, which operates as Canalbox, over continued failure to meet internet service quality standards.In a directive issued under Article 269 of Law No. 24/2016, the regulator ordered the fibre internet provider to compensate all customers affected between April 13 and April 20, 2026.The company was also instructed to pay daily penalties until it achieves full compliance and to submit regular progress reports within specified timelines.“GVA has committed to compliance, and Rura will continue to closely monitor progress to ensure full service stability,” the authority said, warning that failure to comply would attract further regulatory action.The enforcement follows weeks of mounting complaints from subscribers across Rwanda over unreliable connectivity, slow speeds and frequent outages, despite the company’s claims of wide urban coverage.Customer frustration has been growing, with some users describing prolonged service disruptions and poor technical response.One subscriber, Fanny Zubeda, said she had gone two months without reliable internet despite repeated attempts to seek help.“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,” she said.Another user, Ntare, said service disruptions had financial consequences.“Every single day I came on X to check your post because this sick internet made me lose my $70 on Duolingo English test,” he said.Subscribers have also criticised Canalbox for poor communication during outages, saying updates are often delayed or unclear, while customer care responses remain inconsistent.Rura had earlier confirmed it was investigating the complaints and had summoned the company to explain the disruptions and outline 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,” the regulator said in a prior statement.The authority reiterated its commitment to enforcing service standards and encouraged the public to continue reporting service quality issues.The intervention has been welcomed by affected customers, some of whom are now demanding refunds or subscription extensions to compensate for lost service periods.“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,” said Alexandre Mubiligi.Canalbox is operated by Groupe Vivendi Africa and provides fibre-optic internet services in Rwanda and Uganda. The company launched in Kigali in March 2020 before expanding to Kampala in July 2024.While the service has been praised for high speeds in some urban areas, it has also faced similar complaints in Uganda, including slow response to technical faults, prolonged outages and limited communication during disruptions.Rura’s latest action places renewed pressure on Canalbox to stabilise its network and rebuild customer trust.The post Canalbox in Trouble; Sanctioned by Government Over Poor Internet Services appeared first on The Insider.