Kigali: Frustration Grows as Canal Box Internet Slows and Disconnects

Subscribers of Canal Box internet have raised complaints about its performance in recent days, saying it is causing serious problems in their daily lives and work.

One man living in Kicukiro District, who preferred to remain anonymous, said that Canal Box internet has been unreliable for some time, frequently disconnecting and, when available, operating at very slow speeds. He said:
“This problem has been going on for almost a month now. Sometimes you can spend many minutes without any connection, and even when it comes back, it is too slow to be useful.”

He added:
“We tried to be patient, thinking it was a temporary issue, but as days go by, it seems to be getting worse.”

Another woman living in Kigarama Sector, also in Kicukiro District, said the issue has negatively affected her work. She explained that her job depends on internet access, but Canal Box’s poor performance has made it difficult for her to deliver services on time. She said:
“My work depends on the internet. When it doesn’t work properly, I fail to serve my clients as expected, and I end up losing them.”

She added:
“I have been forced to rely more on mobile data from my phone, even though it is expensive, just to keep working. It is costing us money we hadn’t planned for.”

Both customers said these problems are unusual, noting that since they subscribed to Canal Box, they had not previously experienced such issues. One of them stated:
“I have used Canal Box for more than three years, and I had never faced such a serious problem before. This is the first time it has been this bad.”

They also questioned why Canal Box management has not issued any official communication explaining the situation or informing customers about possible solutions. One of them said:
“We expected at least some explanation, so we know whether this is a general issue or something that can be fixed. Ignoring customers is not right.”

As of now, Angels has not yet been able to reach Canal Box management for comment.

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