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Cancellation Openserve: Easy Method
What is Openserve
Overview
Openserve is a major South African wholesale fibre infrastructure provider that supplies fibre connectivity to retail ISPs and businesses.
End users receive Openserve-based services through partner ISPs; Openserve owns the physical network and much of the installed equipment.
How it is supplied
Openserve supplies a month-to-month wholesale service model to ISPs, often marketed to consumers under ISP brands.
Equipment such as ONTs and fibre termination points typically remain the property of Openserve or its agents.
How to cancel Openserve
Direct cancellation (via Active Fibre / Openserve)
- Send one calendar month's written notice to [email protected].
- Notice must be in writing (email acceptable) and will take effect from the first to the last day of the next month.
- Keep a copy of the sent email and any delivery/read receipts as proof.
- Source: Active Fibre terms & conditions.
Cancellation via your retail ISP (partner)
- If you bought service through a partner ISP, follow that ISP’s cancellation process (support ticket, cancellation form or email).
- Examples: RSAWEB requires a support ticket and cancellation form; Vanilla requires 30 days' notice from customers who signed via their processes.
- Check your ISP’s legal or account pages for any additional steps or fees: RSAWEB legal, Vanilla Openserve page.
What happens when you cancel
Service access and billing
Cancellations are typically effective from the first to the last day of the next calendar month after you give notice.
Expect final billing to reflect usage up to the cancellation date; monthly billing cycles vary by ISP.
Hardware and site access
Installed hardware often remains the property of Openserve/Active Fibre and must either remain onsite or be returned.
If hardware is removed without arrangement you may be billed for retrieval or replacement costs.
Will I get a refund?
Standard refund policy
Openserve/Active Fibre terms do not provide for service credits for downtime and offer a best-effort service model.
There is no explicit 14-day cooling-off or automatic refund policy stated in Active Fibre’s terms; ask your ISP for their refund stance.
Exceptions and clawbacks
- Partner ISPs may claw back installation or setup fees if you cancel within an initial contract period (for example, RSAWEB and other ISPs state setup fees are repayable if cancelled early).
- Examples: RSAWEB may claw back setup fees; Vanilla lists an early termination fee (R575) if cancelled within 12 months.
- Always confirm any refundable amounts or clawbacks with your billing ISP before cancelling: RSAWEB legal, Vanilla.
Openserve plans and pricing
Summary
Retail ISPs offer a range of plans over the Openserve network. Prices below are examples from ISPs using Openserve's fibre network.
Always confirm final prices and VAT inclusion with the retail ISP before ordering.
Pricing table
| Plan | Price | Period | Features |
|---|---|---|---|
| 30/30 Mbps | R498.00/month | Monthly | Uncapped, unshaped, HD streaming, for up to 10 devices |
| 50/25 Mbps | R628.00/month | Monthly | Uncapped, unshaped, HD streaming |
| 50/50 Mbps | R910.00/month | Monthly | Uncapped, unshaped, HD streaming |
| 100/50 Mbps | R808.00/month | Monthly | Uncapped, unshaped, HD streaming |
| 100/100 Mbps | R1088.00/month | Monthly | Uncapped, unshaped, HD streaming |
| 200/100 Mbps | R988.00/month | Monthly | Uncapped, unshaped, HD streaming |
| 200/200 Mbps | R1280.00/month | Monthly | Uncapped, unshaped, HD streaming |
| 300/150 Mbps | R1480.00/month | Monthly | Uncapped, unshaped, HD streaming |
| 500/250 Mbps | R1380.00/month | Monthly | Uncapped, unshaped, HD streaming |
| 100/50 Mbps (Open100) | R899.00/month | Monthly | Openserve Home Fibre |
| 100/100 Mbps (Open100 Pro) | R979.00/month | Monthly | Openserve Home Fibre |
| 200/100 Mbps (Open200) | R1,099.00/month | Monthly | Openserve Home Fibre |
| 200/200 Mbps (Open200 Pro) | R1,149.00/month | Monthly | Openserve Home Fibre |
| 300/150 Mbps (Open300) | R1,299.00/month | Monthly | Openserve Home Fibre |
| 500/250 Mbps (Open500) | R1,439.00/month | Monthly | Openserve Home Fibre |
| 50/25 Mbps | R699.00/month | Monthly | Includes Wi‑Fi router, uncapped, unshaped, no fair‑use |
| 50/50 Mbps | R785.00/month | Monthly | Includes Wi‑Fi router, uncapped, unshaped, no fair‑use |
| 100/50 Mbps | R870.00/month | Monthly | Includes Wi‑Fi router, uncapped, unshaped, no fair‑use |
| 100/100 Mbps | R945.00/month | Monthly | Includes Wi‑Fi router, uncapped, unshaped, no fair‑use |
| 200/100 Mbps | R1,149.00/month | Monthly | Includes Wi‑Fi router, uncapped, unshaped, no fair‑use |
Your consumer rights in South Africa
Legal protections
The Consumer Protection Act provides rights such as quality of service and certain remedies for defective or misrepresented goods and services.
There is also generally a cooling-off right for some distance or direct sales; confirm applicability with your ISP.
Practical enforcement
- Keep written records of contracts, invoices and cancellation notices.
- If an ISP or Openserve refuses a lawful refund or breaches contract, you can lodge a complaint with the ISP, escalate to industry ombuds services, or seek advice from consumer protection bodies.
- Equipment ownership clauses in your ISP’s contract will determine whether you must return hardware or pay charges.
Customer experiences
Positive reports
Some users report good coverage in areas where fibre is the primary option and fast installation and response in specific cases.
Positive experiences often cite reliable speeds where infrastructure and ISP support are good.
Negative reports
Common complaints include slow or difficult customer support, installation delays and unresolved faults where responsibility is passed between Openserve and the retail ISP.
These experiences vary by location and by which retail ISP you use on the Openserve network.
Documentation checklist
What to prepare
- Copy of your contract or service agreement with the retail ISP.
- Latest invoice(s) and proof of payment history.
- Written cancellation notice (email text saved and delivery/read receipts).
- Any ISP cancellation form or support ticket number (if required by your ISP).
Equipment and returns
- Record serial numbers of ONT or router installed at your property.
- Arrange return or confirm that hardware must remain onsite per the ISP/Openserve instructions.
Common mistakes
Not giving written notice
Verbal cancellations or social-media messages are often insufficient. Always provide written notice and save a copy.
Without proof, disputes over the effective cancellation date are harder to resolve.
Ignoring partner ISP requirements
Many customers assume cancelling with Openserve is the same as cancelling with their retail ISP; processes and fees differ.
Always follow your retail ISP’s stated cancellation procedure; some require a ticket and form submission.
Comparative recap
At-a-glance comparison
| Provider | Cancellation notice | Early termination | Equipment | Refunds / Clawbacks |
|---|---|---|---|---|
| Openserve (via Active Fibre) | One calendar month written notice to [email protected] | Depends on retail ISP; Openserve itself supplies month‑to‑month | Equipment remains property of Openserve/Active Fibre; may need to remain onsite | No service credits for downtime stated in Active Fibre T&Cs |
| RSAWEB (partner) | One calendar month; cancellation via support ticket and cancellation form | Installation and setup fees may be clawed back if cancelled within initial period | Equipment policies per RSAWEB terms | Setup fees are clawed back on early cancellation (RSAWEB legal) |
| Vanilla (partner) | 30-day notice required via their process | Early termination fee example: R575 if cancelled within 12 months | Equipment rules per Vanilla terms | Early termination fee applies for cancellations within contract period (Vanilla) |
| Maxitec (partner) | One calendar month notice | Promotional early cancellation fee example: R1,999 during 6‑month promo | Equipment subject to ISP/Openserve ownership | Promotional clawbacks or fees apply; check Maxitec FAQs (Maxitec) |
After cancelling
Immediate steps
- Keep written proof of your cancellation and the effective date.
- Confirm whether you must return equipment or leave it onsite to avoid retrieval charges.
Helpful links and escalation
- Active Fibre terms & conditions: https://www.activefibre.co.za/openserve/terms-and-conditions/
- RSAWEB Openserve legal page: https://shop.rsaweb.co.za/legal/openserve-web-connect/
- Vanilla Openserve page: https://www.vanilla.co.za/fibre/openserve/
- Maxitec Openserve info: https://www.maxitec.co.za/services/fibre/openserve/
Address
Primary contact
Email for written cancellation notice: [email protected].
Physical office
Openserve's head office is located in Centurion; your retail ISP may provide specific return collection details and addresses.
For final account queries, contact your retail ISP first, and use the Active Fibre email above for network/account notices where instructed.
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Written by Kyle Adams
eIDAS legal expert · 8 years experience
Lawyer specialized in digital trust services and the eIDAS regulation, I have been helping individuals and businesses send legally binding certified mail for 8 years.