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Frequently asked questions
Cancel Voxi: The Right Way to Reclaim Your Money
How to cancel your Voxi service in south africa and protect your rights
Why you might cancel Voxi and what you need to know first
Voxi operates as a fixed broadband service provider in South Africa, offering fixed LTE-A and 5G home connectivity plans to households and small businesses across the country. If you're considering cancellation-whether you're switching providers, reducing costs, or simply no longer need the service-you deserve clarity on your obligations, notice periods, and refund entitlements before you take action.
South Africa's Consumer Protection Act grants you specific rights when cancelling a telecommunications service. At Yafee, we've helped thousands of consumers navigate cancellation processes with confidence, and we're here to walk you through Voxi's requirements step by step.
What Voxi offers in south africa
Voxi (trading as Vox Telecom) supplies fixed broadband services to South African households and small businesses. Their plans range from entry-level fixed LTE-A packages starting at R219 per month to premium 5G uncapped services at R900 per month. Most plans operate on month-to-month or fixed-term contracts, with the option to add or upgrade data as your needs change. Yafee recommends reviewing your current contract terms before cancelling, as they determine your notice period and potential early termination fees.
Why cancellation clarity matters
Cancelling a broadband service involves more than stopping payments. You must understand notice periods, potential early termination fees, final billing dates, and refund eligibility before you submit your cancellation request. Voxi's terms permit cancellation fees on early termination of fixed-term agreements, and they may recoup waived setup costs if you leave within 12 months of activation. Understanding these terms upfront puts you in control of the process.
Your consumer rights under south african law
South Africa's Consumer Protection Act protects you when dealing with service providers like Voxi.
Consumer protection act protections
The Consumer Protection Act (CPA) requires that Voxi deal with you fairly, transparently, and in good faith. You have the right to cancel a service contract, though Voxi may charge a reasonable cancellation fee for early termination of fixed-term agreements. The CPA also permits Voxi to claim "anticipatory costs"-costs they incurred preparing for your service activation-if you cancel before they've activated your plan.
Critically, you must receive written confirmation of your cancellation request within a reasonable timeframe. If Voxi fails to acknowledge your cancellation or delays unreasonably, you can escalate to the National Consumer Tribunal or contact the Consumer Goods and Services Ombudsman (CGSO) for dispute resolution.
Notice period requirements
For fixed-term agreements, you must give at least 20 business days' written notice to cancel. For fibre-to-the-home and fixed LTE services, Voxi requires one full calendar month's notice (note that the first day of a month does not count toward that month). Month-to-month plans typically allow cancellation with standard notice, but always confirm your specific contract terms in writing before you proceed.
Your legal position: You have the right to cancel under the CPA, but only with proper written notice. Voxi must acknowledge your cancellation within a reasonable timeframe (typically 5 to 10 business days). If they refuse or delay, you can lodge a complaint with the CGSO, which operates independently of Voxi and has the authority to order compliance or award compensation.
Voxi pricing and plan details
Understanding your current plan and its renewal terms helps you calculate potential cancellation fees and final charges.
Current Voxi plans and monthly costs
| Plan name | Monthly price (ZAR) | Data and features | Contract type |
|---|---|---|---|
| Fixed LTE-A 20 GB | R219.00 | 20 GB fixed LTE-A data, SIM-based, router included | Month-to-month or fixed term |
| Fixed LTE-A 50 GB | R349.00 | 50 GB fixed LTE-A data, SIM-based, router included | Month-to-month or fixed term |
| Fixed LTE-A 100 GB | R530.00 | 100 GB fixed LTE-A data, SIM-based, router included | Month-to-month or fixed term |
| 5G Uncapped (standard) | R799.00 | Uncapped 5G data with fair usage policy, 5G router included | Month-to-month or 24-month fixed term |
| 5G Uncapped (premium) | R900.00 | Uncapped 5G data, no fair usage limit, priority support | Month-to-month or 24-month fixed term |
How to calculate your final bill
Your final bill depends on your contract type and the timing of your cancellation notice. For month-to-month plans, you pay for the full month in which your cancellation takes effect, plus any early termination fee if you cancel during a promotional period. For fixed-term contracts, Yafee advises calculating the remaining months and any associated early termination fee (typically one month's service charge or a percentage of remaining contract value, whichever is lower). Request an itemised final bill from Voxi at least 10 business days before your cancellation date takes effect.
How to cancel your Voxi service
You have several methods to submit your cancellation request, each with specific timelines and documentation requirements.
Step 1: gather your account information
Before you contact Voxi, collect the following documents and details:
- Your Voxi account number (found on your monthly invoice or statement)
- The phone number or service address associated with your account
- Your full name and identity number (ID number)
- A copy of your current contract or terms of service
- Any recent correspondence with Voxi regarding your account
Having these details ready ensures your cancellation request is processed without delays or requests for additional information.
Step 2: submit your written cancellation request
You must submit your cancellation request in writing. Voxi does not accept verbal cancellation requests by phone, as the CPA requires written documentation of your intent.
- Send a formal cancellation letter
- Address it to Voxi's cancellation department at the address listed in the final section of this guide
- Include your account number, service address, and full name
- State clearly: "I request cancellation of my Voxi service effective [date-at least 20 business days or one calendar month from today, depending on your contract]"
- Include your preferred date for service termination
- Request written confirmation of receipt and cancellation
- Send by registered mail or certified courier
- Do not send by ordinary post; use a method that provides proof of delivery
- Retain your proof of posting and tracking number for your records
- Allow 3 to 5 business days for delivery
- Follow up in writing
- If you do not receive written confirmation within 10 business days, send a follow-up email to Voxi's customer service with your original cancellation letter attached
- Yafee recommends keeping copies of all correspondence for dispute resolution if needed
Step 3: confirm your cancellation effective date
Once Voxi acknowledges your cancellation, they must confirm the effective date in writing. This date determines when your service will be disconnected and when your final bill is calculated. For fixed-term contracts, the effective date must be at least 20 business days from the date you submitted your request (or one calendar month for LTE services, depending on your contract terms). For month-to-month plans, the effective date is typically the end of the billing month in which you submitted your request.
Step 4: return Voxi equipment
You must return all Voxi equipment-including your router, SIM card, and any other devices provided with your service-within 14 days of your cancellation effective date. Voxi may charge you for unreturned equipment, typically R150 to R400 per item, depending on the device. Yafee advises packing equipment securely and sending it by registered mail with tracking. Request a receipt or proof of return from Voxi's returns department.
Step 5: receive and review your final bill
Voxi must issue your final bill within 30 days of your cancellation effective date. Review it carefully for accuracy, including the final service period, any early termination fees, and any credits for overpayment or refundable deposits. If you dispute any charge, contact Voxi's billing department in writing within 30 days of receiving the final bill.
Understanding early termination fees and refunds
Early termination fees are the most common barrier to a smooth cancellation, so understanding them upfront is essential.
When Voxi charges early termination fees
Voxi charges an early termination fee if you cancel a fixed-term contract before the contract period expires. The fee structure depends on your contract terms:
- Fixed-term contracts (12 or 24 months): Early termination fee is typically one month's service charge or a percentage of the remaining contract value (usually 10% to 20% of remaining months), whichever is lower
- Month-to-month contracts: No early termination fee applies; you pay only for the current billing month and any promotional fees if you cancel within a promotional period
- Setup cost recovery: If Voxi waived your setup fee at activation and you cancel within 12 months, they may recoup the waived setup cost (typically R100 to R250)
Refunds and credits
You are entitled to a refund if you have prepaid for service that will not be delivered. For example, if your cancellation effective date is the 15th of a month but your monthly payment covers the full month, you should receive a pro-rated refund for the unused portion (approximately 50% of that month's charge). Voxi must process refunds within 30 days of your final bill issue date. If you have overpaid or if Voxi charged you after your cancellation effective date, you have the right to claim that refund in writing.
Request an itemised refund calculation from Voxi's billing department. If they deny your refund claim, you can escalate to the CGSO, which has authority to order Voxi to refund any amounts improperly charged.
Common mistakes to avoid when cancelling
Cancellation is straightforward when you follow the right steps-and you have legal protection if Voxi fails to comply with the CPA.
Mistake 1: submitting a verbal cancellation request
Voxi will not accept a cancellation request by phone. Always submit in writing to create a documented record. If you call and speak to a customer service agent, follow up with a formal written letter within 24 hours. The CPA requires written cancellation requests, so verbal requests do not trigger the notice period and cannot be used to prove you initiated cancellation if a dispute arises later.
Mistake 2: failing to meet the notice period
Submit your cancellation request at least 20 business days (or one calendar month for LTE services) before your desired cancellation date. If you submit your request with fewer days' notice, Voxi can extend your cancellation effective date to comply with the notice period. Yafee recommends calculating backwards from your target cancellation date to ensure you submit your letter in time.
Mistake 3: not requesting written confirmation
Always request written acknowledgement of your cancellation from Voxi. If they fail to provide it within 10 business days, escalate to the CGSO with copies of your original cancellation letter and proof of posting. Written confirmation protects you if Voxi disputes that you requested cancellation.
Mistake 4: failing to return equipment on time
Return all Voxi equipment within 14 days of your cancellation effective date. If you delay, Voxi may charge you for unreturned equipment and may attempt to recover the cost from any refund due to you. Send equipment by registered mail and retain proof of return.
Mistake 5: not reviewing your final bill
Carefully review your final bill within 30 days of receipt. Check that you are not charged for service after your cancellation effective date and that any early termination fees are calculated correctly. If you dispute any charge, notify Voxi in writing immediately. The longer you delay, the harder it becomes to recover overpaid amounts.
After your Voxi service is cancelled
Cancellation is complete once your service is disconnected and you receive confirmation in writing-but several actions protect your interests afterwards.
Monitor your account for post-cancellation charges
Check your bank statements for 60 days after your cancellation effective date to ensure Voxi does not charge you after the service is disconnected. If you see unexpected charges, contact Voxi's billing department immediately and request a credit memo. If Voxi refuses, dispute the charge with your bank and provide copies of your cancellation letter and final bill as evidence.
Retain all documentation
Keep copies of your cancellation letter, Voxi's acknowledgement, your final bill, proof of equipment return, and any correspondence regarding refunds for at least two years. This documentation protects you if a dispute arises or if you need to escalate to the CGSO.
Request a settlement statement
If Voxi owes you a refund, request a settlement statement showing the refund calculation, the amount due, and the expected payment date. If you do not receive the refund within 30 days of your final bill, contact the CGSO to file a formal complaint.
When to escalate your cancellation dispute
If Voxi refuses to cancel, delays your cancellation, charges excessive fees, or fails to refund overpaid amounts, you have escalation options under the CPA.
Step 1: escalate to voxi's management
Send a formal complaint letter to Voxi's management, marked "Formal Complaint-Urgent." Include copies of your cancellation letter, all correspondence with customer service, and details of the breach (for example, "Voxi has failed to acknowledge my cancellation request after 15 business days, violating the CPA"). Request a response within 10 business days.
Step 2: lodge a complaint with the CGSO
If Voxi does not resolve your complaint within 10 business days, file a formal complaint with the Consumer Goods and Services Ombudsman (CGSO). The CGSO is independent of Voxi and has authority to investigate your complaint, order Voxi to comply, and award compensation if you have suffered loss. You can file a complaint online at the CGSO website or by post (address available on their website).
Step 3: escalate to the national consumer tribunal
If the CGSO's investigation does not resolve the dispute, you can escalate to the National Consumer Tribunal, which has power to make binding orders against Voxi. The Tribunal can order Voxi to refund charges, remove negative credit marks, or comply with the CPA. Yafee recommends consulting a consumer law attorney if you reach this stage, as the Tribunal process is more formal than CGSO complaint resolution.
Voxi contact details for cancellation
Submit your cancellation request in writing to the following address:
Voxi (Vox Telecom)
Cancellation Department
Vox Telecom (Pty) Ltd
Registered Office: [Insert registered office address-contact Voxi or check your service agreement for current address]
Email: [email protected] (confirm receipt request)
Phone (customer service only, not for cancellation): [Insert Voxi customer service number]
Always send cancellation requests by registered mail or certified courier with proof of delivery. Do not rely on email alone, as email can be disputed if Voxi claims non-receipt.
Summary and next steps
Cancelling your Voxi service is a straightforward process when you understand your rights under South Africa's Consumer Protection Act. You must submit a written cancellation request at least 20 business days (or one calendar month) before your desired effective date, return equipment within 14 days, and review your final bill for accuracy. Voxi may charge an early termination fee for fixed-term contracts, but only if it is reasonable and specified in your contract. If Voxi refuses to cancel, fails to acknowledge your request, or charges you after your cancellation effective date, you can escalate to the Consumer Goods and Services Ombudsman for independent dispute resolution.
At Yafee, we've helped thousands of consumers cancel their telecommunications services with confidence and clarity. Whether you're switching providers or cutting costs, Yafee provides the legal guidance and practical steps you need to cancel without surprises. Document every step of your cancellation, retain all correspondence, and know that the CPA protects your right to cancel and receive fair treatment from Voxi.
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