{"id":122565,"date":"2026-04-27T14:44:05","date_gmt":"2026-04-27T14:44:05","guid":{"rendered":"https:\/\/www.africa-press.net\/rwanda\/all-news\/rura-orders-canalbox-to-compensate-customers"},"modified":"2026-04-27T15:11:08","modified_gmt":"2026-04-27T15:11:08","slug":"rura-orders-canalbox-to-compensate-customers","status":"publish","type":"post","link":"https:\/\/www.africa-press.net\/rwanda\/policy\/rura-orders-canalbox-to-compensate-customers","title":{"rendered":"Rura Orders Canalbox to Compensate Customers"},"content":{"rendered":"<p><span style=\"color: #ff6600\"><strong>Africa-Press &#8211; Rwanda. <\/strong><\/span>Rwanda Utilities Regulatory Authority (RURA) has sanctioned internet service provider GVA Rwanda Ltd, which operates CanalBox, over continued non-compliance with service standards following recent network disruptions.<\/p>\n<p>In a statement issued on April 27, the regulator said the company had been penalised under Article 269 of Law governing information and communications technologies, after failing to meet required obligations despite prior enforcement notices.<\/p>\n<p>RURA directed the operator to compensate all customers affected by service outages between April 13 and 20. The company is also required to pay daily penalties until it achieves full compliance and to submit regular progress reports within timelines set by the regulator.<\/p>\n<p>Article 269 states that if a licensed operator fails to comply with an enforcement notice or directive issued by RURA it may face a range of penalties. These include daily fines ranging from Rwf 500,000 to Rwf 15 million for each day of non-compliance, starting from the date the notice is officially received.<\/p>\n<p>In addition, the regulator may impose stricter conditions on the operator\u2019s licence, temporarily suspend it, or, in more serious cases, revoke the licence altogether.<\/p>\n<p>\u201cFailure to comply will result in further regulatory action,\u201d RURA warned, adding that it will closely monitor the company\u2019s progress to ensure service stability is fully restored.<\/p>\n<p>The latest action follows a series of complaints from subscribers who reported prolonged internet disruptions, including slow speeds and intermittent connectivity.<\/p>\n<p>RURA had on April 21, summoned CanalBox Rwanda\u2019s management for a formal hearing to explain the outages and outline immediate corrective measures.<\/p>\n<p>The company attributed the disruptions to a fibre break along a key regional route in Kenya, which carries a significant portion of Rwanda\u2019s international internet traffic.<\/p>\n<p>Although the link has since been restored, residual instability has continued to affect service quality.<\/p>\n<p><strong>For More News And Analysis About <span style=\"color: #ff6600\">Rwanda<\/span> Follow <span style=\"color: #ff6600\">Africa-Press<\/span><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Africa-Press &#8211; Rwanda. Rwanda Utilities Regulatory Authority (RURA) has sanctioned internet service provider GVA Rwanda Ltd, which operates CanalBox, over continued non-compliance with service standards following recent network disruptions. In a statement issued on April 27, the regulator said the company had been penalised under Article 269 of Law governing information and communications technologies, after [&hellip;]<\/p>\n","protected":false},"author":84,"featured_media":122564,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[24,14],"tags":[758],"class_list":["post-122565","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-all-news","category-policy","tag-rwanda"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.1 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Rura Orders Canalbox to Compensate Customers - Rwanda<\/title>\n<meta name=\"description\" content=\"Rwanda Utilities Regulatory Authority (RURA) has sanctioned internet service provider GVA Rwanda Ltd, which operates Can ...\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.africa-press.net\/rwanda\/policy\/rura-orders-canalbox-to-compensate-customers\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Rura Orders Canalbox to Compensate Customers\" \/>\n<meta property=\"og:description\" content=\"Rwanda Utilities Regulatory Authority (RURA) has sanctioned internet service provider GVA Rwanda Ltd, which operates Can ...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.africa-press.net\/rwanda\/policy\/rura-orders-canalbox-to-compensate-customers\" \/>\n<meta property=\"og:site_name\" content=\"Rwanda\" \/>\n<meta property=\"article:published_time\" content=\"2026-04-27T14:44:05+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-27T15:11:08+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/static.africa-press.net\/rwanda\/sites\/23\/2026\/04\/sm_1777289759.443253.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1000\" \/>\n\t<meta property=\"og:image:height\" content=\"615\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"cfeditoren\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"cfeditoren\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.africa-press.net\/rwanda\/policy\/rura-orders-canalbox-to-compensate-customers#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.africa-press.net\/rwanda\/policy\/rura-orders-canalbox-to-compensate-customers\"},\"author\":{\"name\":\"cfeditoren\",\"@id\":\"https:\/\/www.africa-press.net\/rwanda\/#\/schema\/person\/068c7ab4e9634ae78ec5d54ec46598bb\"},\"headline\":\"Rura Orders Canalbox to Compensate Customers\",\"datePublished\":\"2026-04-27T14:44:05+00:00\",\"dateModified\":\"2026-04-27T15:11:08+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.africa-press.net\/rwanda\/policy\/rura-orders-canalbox-to-compensate-customers\"},\"wordCount\":306,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/www.africa-press.net\/rwanda\/policy\/rura-orders-canalbox-to-compensate-customers#primaryimage\"},\"thumbnailUrl\":\"https:\/\/static.africa-press.net\/rwanda\/sites\/23\/2026\/04\/sm_1777289759.443253.jpg\",\"keywords\":[\"Rwanda\"],\"articleSection\":[\"all news\",\"Policy\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.africa-press.net\/rwanda\/policy\/rura-orders-canalbox-to-compensate-customers#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.africa-press.net\/rwanda\/policy\/rura-orders-canalbox-to-compensate-customers\",\"url\":\"https:\/\/www.africa-press.net\/rwanda\/policy\/rura-orders-canalbox-to-compensate-customers\",\"name\":\"Rura Orders Canalbox to Compensate Customers - 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