How to cancel Stuff Fibre and protect your consumer rights in new zealand

Why you might cancel Stuff Fibre and what you should know first

Stuff Fibre was a broadband service operating across New Zealand's fibre network, offering unlimited plans with promotional pricing to residential and small-business customers. In 2026, Vocus Group acquired Stuff Fibre and merged it into the Slingshot broadband platform. This transition means your account, billing, customer support, and cancellation requests now flow through Slingshot's systems and policies.

You might decide to cancel for several legitimate reasons: speeds that consistently underperform, rising bills after promotional rates expire, relocation to an area without fibre coverage, or discovery of better value with a competing provider. Whatever your reason, New Zealand consumer law protects you throughout the cancellation process. Understanding your rights before you act ensures you avoid unnecessary fees and secure fair treatment. Yafee has guided thousands of customers through broadband cancellations, and we'll walk you through every step.

Common reasons Stuff Fibre customers cancel

Speed and reliability failures are the leading cancellation drivers. If your download speeds consistently fall 30 percent or more below advertised levels, or if service outages occur regularly without swift resolution, you have grounds to cancel under the Consumer Guarantees Act. Cost escalation is the second major factor. Promotional pricing typically expires after three to six months, jumping your monthly bill significantly. Many customers discover cheaper plans elsewhere and find that switching fees are offset within a few billing cycles.

Relocation, changing household needs, and bundling opportunities with different providers are also frequent triggers. Each scenario carries different legal and financial implications, so calculating your actual exit cost before cancelling helps you make an informed decision.

When to cancel versus when to negotiate

Before cancelling, compare your current monthly cost against three to five competing offers. Factor in switch-on fees, any contract lock-in period, and early exit charges you may incur from Slingshot (the current operator of Stuff Fibre accounts). Many customers find that requesting a retention discount from Slingshot customer service costs nothing and can result in extended promotional pricing. If Slingshot refuses and service quality is acceptable, switching often makes financial sense. However, if you are experiencing genuine service failure, cancellation without penalty is your right under consumer law, regardless of promotional pricing clauses.

Your consumer rights under new zealand law

The Consumer Guarantees Act 1993 (CGA) is your primary legal shield when disputing service performance or seeking refunds or penalty-free cancellation.

What the consumer guarantees act guarantees you

The CGA mandates that all services-including broadband-be delivered with due care and skill, within a reasonable timeframe, and matching the description and specifications agreed upon at purchase. For Stuff Fibre (now operating as Slingshot), this guarantee means your connection must perform at advertised speeds, remain stable, and deliver exactly what you were promised. Crucially, you cannot be asked to contract out of these guarantees. They are non-negotiable rights.

If Slingshot fails to meet these standards, you may demand a full refund, a free repair or correction of the service, or cancellation without incurring any exit fees. The CGA applies to faulty service, misleading advertising, and services materially different from what was promised. If your speeds are consistently 30 percent or more below advertised levels, or if unresolved outages are frequent, you have a valid claim even if Slingshot's standard cancellation policy imposes exit charges. Yafee recommends documenting speed tests and outage dates before you escalate any complaint.

Cooling-off rights and contract change of mind

Stuff Fibre's published terms do not advertise a blanket 14-day cooling-off period for change of mind. However, if you entered into the contract at a distance (such as online) or at the merchant's premises, you may have a statutory 14-day right to cancel under the Consumer Guarantees Act in specific circumstances. This right does not automatically extend to all broadband subscriptions; it depends on how and where you signed.

If you cancel within 14 days citing change of mind, you may still incur exit fees unless Slingshot or Stuff explicitly waived them at purchase. The law does protect you from unfair contract terms, so if an early exit fee is unreasonably disproportionate to actual loss (such as charging three months' fees for cancelling after one month), the Commerce Commission may deem it unfair and unenforceable.

Your legal position

You have the right to cancel Stuff Fibre (now Slingshot) without penalty if the service fails to meet the standards guaranteed under the Consumer Guarantees Act. You do not need Slingshot's permission to invoke this right; you may cancel unilaterally and, if necessary, escalate to the Commerce Commission if Slingshot disputes your claim. Promotional pricing or exit fees in the contract do not override your statutory protections. If you cancel purely for change of mind within 14 days and no service failure exists, exit fees may apply unless you explicitly negotiated their waiver.

Methods to cancel Stuff Fibre and contact slingshot

Cancellation must be submitted in writing to Slingshot, as Stuff Fibre accounts no longer operate independently.

Cancellation by post

Submit a written cancellation request to the following address. Include your full name, account number, current service address, and a clear statement that you wish to cancel your service effective immediately or on a specific date. Post your letter with tracking (Registered Mail) to ensure proof of delivery.

Cancellation by email

Contact Slingshot's customer service team via email to request cancellation. Obtain the current email address from the Slingshot website (slingshot.co.nz). In your email, include your full name, account number, service address, and a clear cancellation request. Request written confirmation of receipt and the cancellation effective date. Email provides a timestamped record, making it a reliable cancellation method.

Cancellation by phone

Call Slingshot customer service directly. Have your account details ready. Inform the representative that you wish to cancel your Stuff Fibre service (now under Slingshot). Ask the representative to confirm the cancellation effective date, any final charges, and whether exit fees apply to your account. Request a confirmation reference number and follow up with an email repeating the cancellation request to create a written record.

Step-by-step procedure to cancel your Stuff Fibre account

Follow this structured process to cancel Stuff Fibre and protect your interests throughout.

Step 1: gather your account information

1. Locate your most recent Stuff Fibre or Slingshot bill; it contains your account number and registered service address.
   • If you cannot find your bill, log into your online account portal (if available) and retrieve your account number from the dashboard.
   • Note your full name, contact telephone number, and email address as they appear on the account.

Step 2: calculate your exit costs and remaining contract term

1. Review your contract terms or call Slingshot to confirm whether early exit fees apply to your account.
   • Ask specifically whether you are within a promotional pricing period or a fixed contract term.
   • Request the exact cancellation fee (if any) and the date your current billing cycle ends.
   • Ask whether early termination charges are waived if service quality is failing.

Step 3: document any service failures

1. If you are cancelling due to poor speed or reliability, compile evidence before submitting your cancellation request.
   • Perform speed tests using speedtest.net or fast.com on at least three separate dates and times; record the results and dates.
   • Screenshot any service outage notifications or error messages you have received.
   • Note the dates and times of any service interruptions and how long each lasted.
   • Keep a record of all support contacts with Slingshot regarding these issues.

Step 4: submit your written cancellation request

1. Choose your preferred cancellation method: post, email, or phone followed by email confirmation.
   • If posting, use Registered Mail to ensure proof of delivery.
   • If emailing, request read receipt and confirmation of cancellation.
   • If calling, obtain a reference number and send a follow-up email repeating your cancellation request.
   • In all cases, state your desired cancellation effective date or request immediate cancellation.
2. Include in your written request:
   • Your full name and account number.
   • Your service address.
   • Your contact telephone number and email address.
   • A clear statement: "I hereby cancel my Stuff Fibre service effective [date or immediately]."
   • If cancelling due to service failure, reference the Consumer Guarantees Act and request waiver of exit fees.

Step 5: retain proof of cancellation

1. Keep all cancellation correspondence (emails, registered mail receipts, reference numbers from phone calls).
   • If you posted your request, retain the Registered Mail receipt showing the delivery date.
   • If you emailed, save the email and any read receipt or confirmation from Slingshot.
   • If you called, note the date, time, and reference number provided by the representative.

Step 6: confirm cancellation in writing

1. Allow 5 to 7 working days after submitting your cancellation request for Slingshot to process and respond.
   • If you do not receive written confirmation of the cancellation effective date within this timeframe, contact Slingshot again and escalate the request.
   • Request a cancellation confirmation letter stating the effective date and any final charges.

Refunds, final bills, and equipment return

Understanding what happens after you cancel ensures you recover any credits owed and avoid surprise charges.

What to expect on your final bill

Slingshot will issue a final bill covering services provided up to your cancellation effective date. This bill may include pro-rata charges for days of service in the month you cancel. If you paid an upfront setup fee or equipment deposit, confirm with Slingshot whether these will be credited or refunded. Ask explicitly whether exit fees, early termination charges, or contract break fees will appear on your final bill. If you dispute any charge on the final bill, you have the right to withhold payment and pursue a claim under the Consumer Guarantees Act.

Equipment return procedures

Confirm with Slingshot whether you must return any modem, router, or other equipment supplied with your service. Request instructions on how and where to return the equipment. If Slingshot does not specify a return method, send equipment back via Registered Mail to the address provided, retaining the receipt. Do not dispose of equipment without documented instructions from Slingshot, as you may be charged a replacement or non-return fee.

Refunds for overpayment or credit balances

If your account holds a credit balance (such as from advance payment), request that Slingshot refund this amount within 14 days of cancellation. If Slingshot refuses or delays, you may lodge a complaint with the Commerce Commission. Yafee recommends following up refund requests in writing and retaining all correspondence.

Common mistakes to avoid when cancelling Stuff Fibre

Most customers cancel successfully; these pitfalls will help you protect yourself and avoid unnecessary disputes.

Mistake 1: cancelling without written confirmation

Phone conversations are easily disputed. Always follow up any verbal cancellation request with a written email or letter, stating the date you called and repeating your cancellation request. This creates a timestamped record that proves you initiated cancellation and when.

Mistake 2: failing to document service failures

If you plan to dispute exit fees by invoking the Consumer Guarantees Act, speed test results and outage records are essential evidence. Slingshot will ask you to prove service failure before waiving charges. Without documentation, you will not succeed in your claim.

Mistake 3: ignoring your final bill

Review your final bill carefully and challenge any unexpected charges immediately. Do not assume all charges are correct. If you see an exit fee you believe is unfair or a charge for unreturned equipment you never received, lodge a dispute within 20 days. Yafee encourages you to query any line item before paying.

Mistake 4: abandoning your cancellation without follow-up

Slingshot may delay responding to cancellation requests. If you do not receive written confirmation within 7 working days, contact the company again and escalate if necessary. Lack of follow-up can result in continued billing after you intended to cancel, leaving you liable for unwanted charges.

Mistake 5: paying exit fees you may not owe

If your service quality has been poor, you may not legally owe exit fees. Paying them voluntarily without first claiming your Consumer Guarantees Act rights waives your leverage. Send a written dispute before payment, asserting that service failure entitles you to cancellation without penalty.

Timeline and what to expect after cancellation

A smooth cancellation typically follows this schedule once you submit your written request.

Pricing comparison: Stuff Fibre versus slingshot and alternatives

Understanding current market pricing helps you evaluate whether cancelling is financially sensible.

Comparing three competing plans against your current Stuff Fibre rate reveals whether the cancellation exit fee is outweighed by long-term monthly savings. Multiply your monthly saving by the number of months until your contract with a new provider expires; if this total exceeds your exit fee, switching is cost-justified.

If slingshot refuses to cancel or disputes your request

Escalation pathways exist if Slingshot does not honour your cancellation or wrongly charges exit fees.

Step 1: formal dispute letter

Send a formal letter to Slingshot's customer relations team (obtain the address from slingshot.co.nz or from your bill). Reference your cancellation request date, the Consumer Guarantees Act, and your legal right to cancel. Request a written response within 10 working days. Send this letter by Registered Mail and retain the receipt.

Step 2: escalation to slingshot management

If Slingshot does not respond within 10 working days or disputes your claim, request escalation to the complaints management team. Ask for contact details for the senior complaint handler. Provide all documentation (cancellation requests, speed tests, outage records, final bill) and repeat your legal assertion under the Consumer Guarantees Act.

Step 3: lodge a complaint with the commerce commission

If Slingshot refuses to resolve the dispute after two written escalations, file a formal complaint with the Commerce Commission (www.comcom.govt.nz). The Commerce Commission investigates breaches of the Consumer Guarantees Act and can compel Slingshot to refund unfair exit fees or allow penalty-free cancellation. Include all supporting documents and correspondence. The Commission does not charge for this service.

Yafee recommends pursuing this escalation pathway if Slingshot attempts to charge exit fees when genuine service failure exists, or if the company refuses to confirm your cancellation within 10 working days.

Checklist for cancelling Stuff Fibre successfully

When to keep your Stuff Fibre service versus when to cancel

This decision tree helps you weigh the costs and benefits objectively.

How to contact slingshot to cancel and postal address for written requests

Submit your written cancellation request to the address below or contact Slingshot using the methods listed.

Cancellation mailing address

Send your written cancellation request by Registered Mail to:

Alternative contact methods

Contact Slingshot directly via their website (slingshot.co.nz) for current telephone numbers and email addresses. Obtain the phone number and email address from your latest bill or from their customer service portal. When calling, ask for the cancellation team and have your account number ready. When emailing, use a formal tone and request written confirmation of receipt.

Escalation contact for disputes

If Slingshot does not resolve your cancellation request or exit fee dispute within 10 working days, lodge a formal complaint with:

The Commerce Commission investigates alleged breaches of the Consumer Guarantees Act and other consumer protection laws. Filing a complaint is free and does not require legal representation.

Final summary and next steps

Cancelling Stuff Fibre (now operating under Slingshot) is a straightforward process when you follow the legal framework and documented procedure. Your rights under the Consumer Guarantees Act protect you from unfair exit fees if your service has failed to meet advertised standards. Submit your cancellation request in writing, retain proof of submission, and follow up within 7 working days if you do not receive confirmation. Document any service failures before cancelling, calculate your actual exit cost, and compare competitor pricing to ensure switching is cost-justified. If Slingshot disputes your cancellation or wrongly charges exit fees, escalate to the Commerce Commission at no cost.

Yafee has helped thousands of consumers cancel broadband services across New Zealand by guiding them through the Consumer Guarantees Act, preparing written requests, and ensuring they recover any credits or refunds owed. If you are ready to cancel Stuff Fibre or need clarification on any step in this process, gather your account details now and submit your written cancellation request using the postal address or email method provided. The sooner you act, the sooner your new broadband service can commence and your savings begin. Yafee is here to support you every step of the way.