Manage Stuff Fibre

How to cancel stuff fibre and understand your rights as a new zealand customer

What is stuff fibre and why you might want to cancel

Stuff Fibre was a broadband service operating under the Stuff brand in New Zealand, offering unlimited fibre plans with promotional pricing. The service provided fast, reliable internet connectivity to homes and small businesses across New Zealand's fibre network.

In 2023, Stuff Fibre was acquired by Vocus Group and integrated into the Slingshot broadband service. This merger means your account, billing, and customer support now operate under Slingshot's systems and policies. Understanding this transition is important when you decide to cancel, because your cancellation request will be processed through Slingshot channels.

You might want to cancel Stuff Fibre if you're switching to a cheaper provider, moving to an area without coverage, experiencing poor service quality, or simply finding better value elsewhere. Whatever your reason, you have clear rights as a consumer in New Zealand, and Stopee is here to help you navigate the process smoothly.

Common reasons to cancel stuff fibre

Speed or reliability issues are the most frequent cancellation drivers. If your download speeds consistently fall short of what you're paying for, or if your connection drops regularly, you may have grounds for service failure under the Consumer Guarantees Act. Cost is another major factor. Promotional pricing often expires after three to six months, pushing your bill up significantly, and you may find better deals elsewhere. Moving house, changing internet needs, or bundling with a different provider are also legitimate reasons to exit.

When cancellation makes financial sense

Calculate your break-even point before you cancel. If you're locked into a contract, early exit fees may apply. Compare your current monthly cost against competitor pricing, factoring in any switch-on fees or lock-in periods. Often, the savings from a cheaper plan outweigh the exit costs within a few months. Stopee recommends checking three to five competitor quotes before committing to cancel, so you know exactly what you're moving to.

Your consumer rights under new zealand law

The Consumer Guarantees Act (CGA) is your strongest protection when disputing service quality or pursuing refunds.

What the consumer guarantees act guarantees you

The CGA states that services must be delivered with due care and skill, and within a reasonable time. For a broadband service like Stuff Fibre, this means your connection should perform at the advertised speed, remain stable, and deliver the service description you agreed to. You cannot be asked to contract out of these guarantees. If Stuff Fibre (now Slingshot) fails to meet these standards, you have the right to demand a refund, a free repair, or cancellation without penalty.

The CGA covers faulty service, misleading advertising, and service that is materially different from what was promised. If your speeds are consistently 30% below advertised, or if service outages are frequent and unresolved, you have a claim under the CGA even if Stuff's standard policy says "no refunds."

Cooling-off rights and change of mind

Stuff Fibre's terms do not advertise a dedicated 14-day cooling-off period for change of mind. However, if you signed the contract at the merchant's premises or at a distance (online), you may have a 14-day legal right to cancel under specific conditions. This right does not automatically apply to all broadband subscriptions, so you should verify whether it applies to your account.

If you cancel within 14 days citing change of mind, you may still incur exit fees unless Stuff explicitly waives them. The law protects you from unfair contract terms, so if an exit fee is unreasonably high (such as three months' fees for cancelling after one month), the Commerce Commission may consider it unfair and unenforceable.

Escalation to the commerce commission

If Stuff Fibre (or its parent Slingshot) refuses your refund claim and you believe the service has failed under the CGA, you can lodge a complaint with the Commerce Commission. The Commission investigates disputes between consumers and businesses, and can force refunds or service remediation. Stopee advises documenting all service failures, speed tests, outage reports, and support tickets before escalating.

How to cancel stuff fibre step by step

Cancelling Stuff Fibre now requires you to contact Slingshot directly, because Stuff's operations have merged into Slingshot's systems.

Cancel by phone or mail (the direct route)

1. Locate your Stuff Fibre account details and any contract documents you have.
   • You will need your account number and the phone number or address associated with the service.
   • Check your most recent bill to find the account reference.
2. Contact Slingshot customer support directly.
   • Call 0800 SLINGSHOT (0800 754 647) during business hours.
   • Explain that you're a former Stuff Fibre customer and you want to cancel the service.
   • Be ready to provide your account number and confirm your identity.
3. Ask the support team for a cancellation date in writing.
   • Confirm whether you'll face early termination fees.
   • Ask if you qualify for any refund under the CGA or promotional terms.
   • Request written confirmation of the cancellation date and any final billing.
4. If you prefer to cancel by mail, send a registered letter to the Slingshot address (see final section).
   • Include your full name, account number, current address, and a clear statement that you want to cancel effective immediately or on a specific date.
   • Keep a copy and proof of postage.
5. Monitor your billing for two billing cycles after cancellation.
   • Confirm that no further charges appear on your account.
   • If you are charged after the agreed cancellation date, contact Slingshot immediately to dispute the charge.

Why the online stuff account portal is no longer an option

Because Stuff Fibre has been merged into Slingshot's systems, you may no longer have direct access to cancel through a Stuff-branded account portal. Any self-service cancellation option in your old Stuff account may not work or may not properly process the cancellation in the backend system. Stopee strongly recommends calling Slingshot or sending a registered letter to avoid cancellation confirmation errors.

Check for app-based subscriptions

If you subscribed to Stuff Fibre through the Apple App Store or Google Play as a digital service, you must also cancel that subscription separately in your device settings. A cancellation of your main Stuff Fibre broadband service does not automatically cancel app-linked renewals.

1. For iPhone or iPad: open Settings, tap your Apple ID, select Subscriptions, find Stuff Fibre or any Stuff app subscription, and tap Cancel Subscription.
2. For Android: open Google Play, tap your profile icon, select Payments and Subscriptions, tap Subscriptions, find the Stuff subscription, and tap Cancel.

Stuff fibre plans and pricing (before merger)

These are the last advertised pricing plans before Stuff Fibre was integrated into Slingshot.

Standard plans table

Important note: Stuff Fibre pricing is no longer actively marketed because the service is now managed by Slingshot. Current plan availability and pricing will be different. Contact Slingshot to confirm what options apply to your account or if you're considering switching.

What happens after you cancel stuff fibre

Cancellation is not always immediate, and understanding the timeline protects you from unexpected charges.

Service continuation and final billing

Your internet connection will continue to work until your cancellation date. Stuff Fibre (now Slingshot) typically allows you to use the service through the end of your current billing period, even after you've submitted a cancellation request. This grace period means you won't lose connectivity the moment you call to cancel.

You will receive a final bill covering services up to your cancellation date. If you've paid in advance (for example, a month's fees already on your account), Slingshot may issue a credit or refund for unused days. Check this final bill carefully to ensure charges are accurate and no unexpected fees have been added.

Return of equipment

Stuff Fibre supplied a modem as part of the service. You must return this equipment to Slingshot to avoid being charged a non-return fee (typically NZ$50 to NZ$150). Ask Slingshot for a returns process and prepaid shipping label when you cancel. Pro tip: take photos of the modem's serial number and condition before returning it, in case of disputes about damage.

Account data and account closure

Slingshot will retain your billing history and account information in their system for legal and tax compliance purposes, typically for seven years. You cannot delete this data yourself. If you want to request erasure under privacy law, you can ask, but Slingshot may refuse if legal or regulatory retention requirements apply.

Will you get a refund when you cancel

Refund eligibility depends on why you're cancelling and whether you have grounds under consumer law.

Stuff fibre's standard no-refund policy

Stuff's standard policy states you will not receive a refund for unused portions of your subscription period after cancellation. If you cancel mid-month, you typically lose the unused days unless an exception applies. This policy is clearly stated in Stuff's terms, and it is legally enforceable for change-of-mind cancellations.

Exceptions: when you may qualify for a refund

The Consumer Guarantees Act overrides Stuff's no-refund policy in three scenarios. First, if the service has failed to meet CGA standards (poor speed, frequent outages, misleading advertising), you can demand a refund as compensation. Second, if Slingshot engaged in misleading or deceptive conduct when marketing or billing the service, you have a refund claim. Third, if you cancel within a promotional period with specific terms (such as "no early exit fee if you cancel in month two"), you may be entitled to refund or waived fees as promised.

Warning: Stuff's customer service may initially refuse a refund claim even if you have valid grounds. Document everything: service failure dates, speed test results, outage reports, support tickets, and copies of all communications. If Slingshot refuses, escalate to the Commerce Commission with this evidence.

Early termination fees and contract lock-in

If your Stuff Fibre contract includes a lock-in period, cancelling early may trigger an early termination fee. These fees are typically one to three months of your service charge. However, if the service has failed under the CGA, an early termination fee may be waived as part of your remedy. Stopee advises always asking Slingshot to waive the early termination fee if you have documented service failures.

Common cancellation mistakes and how to avoid them

Cancelling broadband feels straightforward, but small oversights can cost you time, money, and frustration.

Not getting written cancellation confirmation

Verbal cancellations over the phone can disappear into records without a trace. Slingshot's system may show a cancellation request, but billing can continue if the request wasn't processed correctly. Always ask for written confirmation: either an email, a reference number, or a registered letter receipt. Stopee recommends requesting an email confirmation immediately after your phone call, saying something like: "Please send me an email confirming my cancellation effective [date]."

Forgetting to cancel app subscriptions separately

If you subscribed through the App Store or Google Play, that subscription lives independently from your broadband account. Cancelling one does not cancel the other. You'll be charged monthly until you manually cancel in your device settings. Check all devices where you installed Stuff apps.

Not returning the modem in time

Slingshot imposes non-return fees if you don't send back the modem within a set window, often 30 days of cancellation. Missing this deadline can cost you NZ$100+. As soon as you cancel, ask for the returns label and post the modem the same week.

Ignoring the final bill

Errors on final bills are common: unexpected charges, prorated amounts calculated incorrectly, or equipment fees added without notice. Review your final bill line by line. If something looks wrong, dispute it within 30 days. Slingshot will process corrections faster if you provide specific reference numbers and dates.

Cancelling without checking for better deals first

Speed switching to a competitor without comparing plans can leave you worse off. A new provider might charge higher installation fees, slower speeds, or longer contracts. Stopee always recommends gathering three competitive quotes before you cancel, so you know your next step saves you money and improves your service.

Checklist: before, during, and after cancellation

Use this checklist to ensure nothing falls through the cracks.

Before you cancel

• Gather your Stuff Fibre account number and any contract documents.
• Check your current monthly cost and contract end date.
• Obtain three quotes from competitors to confirm switching makes financial sense.
• Document any service quality issues (speed tests, outage dates, support tickets) if you plan to claim a refund.
• Note the modem serial number and condition in case of return disputes.
• Check whether you have an early termination fee and its amount.

During the cancellation call or letter

• Confirm the exact cancellation date in writing.
• Ask whether you're liable for early termination fees and request they be waived if you have service failure grounds.
• Ask what happens to any advance payments or credits on your account.
• Confirm the modem return process and timeline.
• Request an email confirmation or reference number.
• Ask about your final bill delivery date and what to expect.

After cancellation is confirmed

• Cancel any app-store subscriptions linked to Stuff Fibre.
• Pack and post the modem with tracking, ideally in the first week.
• Keep proof of postage for the modem return.
• Monitor your bank account and email for the final bill.
• Review the final bill for errors and dispute any unexpected charges within 30 days.
• Confirm your new broadband provider's installation date overlaps or follows your cancellation date so you don't lose internet.
• After 60 days, check your account one final time to ensure no charges appear post-cancellation.

Compare cancellation methods at a glance

Each cancellation method has trade-offs. This table summarizes how to choose.

Your next step: cancellation address and contact details

Since Stuff Fibre merged into Slingshot in 2023, all cancellation requests are processed by Slingshot.

Contact slingshot to cancel stuff fibre

Phone: 0800 SLINGSHOT (0800 754 647)

Postal address for registered letters:

Slingshot Ltd
PO Box 1470
Auckland 1140
New Zealand

When you write, include your full name, Stuff Fibre account number, service address, and the date you want the cancellation to take effect.

Escalation: contact the commerce commission if slingshot refuses your refund

If Slingshot denies your CGA refund claim or wrongfully charges you after cancellation, file a complaint with the New Zealand Commerce Commission. Visit www.comcom.govt.nz or call 0800 943 600. Provide your documentation: service failure evidence, billing records, and all communication with Slingshot.

Wrapping up: take control of your broadband costs today

Cancelling Stuff Fibre is straightforward once you understand the process and your rights. The Consumer Guarantees Act is your safety net if service quality fails or Slingshot attempts unfair billing. Document everything, get written confirmation, and don't let a no-refund policy stop you from demanding compensation if the service hasn't lived up to its promise.

Stopee has helped thousands of consumers cancel unwanted subscriptions, navigate refund claims, and recover money owed to them. Whether you're switching providers, cutting costs, or escaping poor service, Stopee at stopee.com is here to guide you through every step of the process. Visit Stopee today to track your cancellation progress, access templates and scripts, and connect with consumer advocates ready to support your case.