Cancellation Fibrestream: Easy Method

What is Fibrestream

Overview

Fibrestream is a South African internet service provider offering fibre-optic home and business connectivity with uncapped plans and free-to-use routers.

The company provides subscription-based packages and publishes terms and conditions that set out cancellation, refund and service rules.

Core services

Fibrestream's core offerings include several uncapped fibre plans and a one-off installation option for new connections.

Plans are marketed as unshaped, uncapped fibre M2M with included router hardware on a monthly billing basis.

How to cancel Fibrestream

Required method

Cancellations must be submitted in writing using Fibrestream's cancellation request process as set out in their terms and conditions.

The Company requires notice periods detailed in clause 25.1 of the terms; check the terms for whether 20 business days or one calendar month's notice applies.

Step-by-step cancellation

• Complete the Fibrestream cancellation request form (the provider indicates a form is available at www.fibrestream.co.za/cf.pdf).
• Email the completed form and your written cancellation request to [email protected].
• Allow for the required notice period (either 20 business days or one calendar month, depending on your contract terms).
• Keep proof of submission (sent-email copy, delivery/read receipts) and note the effective cancellation date.
• Confirm final billing and any outstanding balances with Fibrestream before the effective date.

Note: Fibrestream's published terms reference web subscription cancellation; no specific App Store or Google Play cancellation procedures are provided.

For full clause references, see the Fibrestream terms & conditions.

Fibrestream terms & conditions

What happens when you cancel

Service access

Your service will remain active until the effective cancellation date specified by Fibrestream after receipt of your written notice and completion of any notice period.

Access may cease at the end of the billing period or after the required notice period has elapsed; confirm the exact cut-off date with customer care.

Renewal and data

Automatic renewal will stop after your effective cancellation date; ensure any recurring debit orders are cancelled if appropriate.

Any equipment that is provider-owned (router, ONT) may need to be returned; confirm equipment return requirements to avoid charges.

Will I get a refund?

Direct marketing exceptions

If your Agreement resulted from direct marketing, you may cancel within five calendar days from the Effective Date and are entitled to a refund.

Fibrestream's terms state refunds for direct-marketing cancellations must be processed within 15 days (see clause 6.3).

General refund rules and cooling-off

• There is no general 14-day cooling-off right specified in the terms for ordinary cancellations.
• A seven-day cooling-off period applies only to commencement interruptions and is limited in scope (see clause 4.10).
• Outside the direct-marketing exception, refunds are not guaranteed for mid-term cancellations and may be subject to outstanding fees or early termination charges.

Always request written confirmation of any refund amount and processing timeline from Fibrestream.

Refer to the terms & conditions for the exact clauses cited above.

Fibrestream terms & conditions

Fibrestream plans and pricing

Available plans

The following monthly plans and pricing are published for Fibrestream's uncapped fibre packages.

Installation is charged once-off for new connections; see the note below the table.

Installation (once-off) is R1,999.00 for all plans.

Prices and features are taken from Fibrestream's published materials and may change; confirm current pricing with Fibrestream before subscribing.

Your consumer rights in South Africa

Key statutory rights

Under the Consumer Protection Act (CPA), you have rights including quality service and implied warranties (sections 54, 55 and 56).

These rights include the right to receive services of good quality and to have defects addressed by the supplier.

How Fibrestream's terms interact with the CPA

• Fibrestream's terms acknowledge CPA rights but limit application to the minimum extent permitted; statutory rights under the CPA cannot be waived.
• A limited seven-day commencement cooling-off rule is stated in the terms; direct-marketing refunds follow CPA-aligned timeframes.
• If you believe Fibrestream has breached CPA rights, you may lodge complaints with your bank (for debit order disputes) and with consumer protection bodies.

Keep copies of agreements, conversations and proof of failures to support any complaint or dispute.

Customer experiences

Positive feedback

Some customers report affordability as a positive point for Fibrestream's plans compared with local alternatives.

Price competitiveness is cited even by reviewers who experienced other issues.

Common negative reports

• Frequent reports of service outages and intermittent connectivity problems.
• Complaints about unresponsive customer service and difficulty obtaining refunds or completing cancellations.
• Allegations of unexpected cancellation fees and billing disputes, including contested debit orders.

These experiences are taken from public reviews and forum posts; individual experiences vary and may not reflect every account.

Documentation checklist

Essential documents to prepare

• Signed service agreement or welcome email showing your start date and plan.
• Completed Fibrestream cancellation request form (if available) and the written cancellation email.
• Proof of sending (sent email copy, delivery/read receipts) and any response from Fibrestream.

Supporting documents

• Bank statements showing debit orders and payments for the service.
• Records of service outages (dates/times/screenshots) and prior complaints to customer support.
• Any return-of-equipment receipts or courier tracking numbers if equipment is returned.

Common mistakes

Missing or weak proof of cancellation

Failing to send cancellation in writing or to retain proof of submission is the most common error.

Always keep copies of emails and confirmation receipts, and note the date and time you sent the request.

Assuming automatic refunds or immediate stop of debit orders

Customers sometimes expect immediate refunds or the bank to stop debit orders without written confirmation from the provider.

Confirm refund timelines in writing and notify your bank promptly if debit orders continue after cancellation.

Comparative recap

At-a-glance comparison

How to use this recap

Use the comparison to prioritise what matters: notice periods, refund rights and proof of cancellation.

Document everything and confirm timelines with Fibrestream in writing to reduce dispute risk.

After cancelling

Verify final account status

Get written confirmation of the effective cancellation date, final invoice and any return-of-equipment instructions.

Check that no further debit orders are processed after the cancellation effective date.

Escalation steps and useful links

• Refer to Fibrestream's published terms for clause details: Fibrestream terms & conditions.
• If refunds or cancellations are disputed, contact your bank about blocking or reversing debit orders and keep your cancellation proof handy.
• If you cannot resolve the issue, consider lodging a formal complaint with the National Consumer Commission or seeking independent advice.

Address

Registered address

Fibrestream (registered contact) address:

79 Hennie Alberts Street, Brackenhurst, Alberton, Gauteng, 1448, South Africa.

Notes on locations

The provider may list alternative office locations in network registration data (AFRINIC) or on company materials; always confirm addresses on official communications.

For contractual or legal correspondence, send written notices to the registered address and keep proof of delivery.