Version: af-sched-voip-2026-08 · Effective: 28 August 2026 Read with the Active Fibre Master Services Agreement.
E1.1 A voice-over-IP telephony service, which may include hosted PBX extensions, SIP trunks, geographic and non-geographic numbers, call routing and voice minutes, as set out in your Order.
E1.2 VoIP depends entirely on a working internet connection and mains power at your premises. It is not a traditional telephone line.
⚠ Your attention is specifically drawn to this clause.
E2.1 The VoIP service may not be able to reach emergency services (112, 10111, 10177).
E2.2 In particular:
(a) the service will not work during a power failure, load shedding or an internet outage, and emergency calls cannot be made at those times; (b) your physical location is not reliably conveyed to emergency services. A VoIP number is not tied to a physical address, and an emergency operator may receive no location or an incorrect one — especially if you use the service away from the installation address; (c) an emergency call may be routed to a call centre for a different area.
E2.3 You must keep an alternative means of calling emergency services, such as a charged mobile phone, and you must inform everyone who uses the service of this limitation.
E2.4 We accept no liability whatsoever for any loss, injury, damage or death arising from an inability to reach emergency services, or from the location conveyed to them, to the fullest extent permitted by law.
E3.1 You are responsible for all calls made from your account, including calls made by any person using your extensions, handsets, SIP credentials or PBX — whether authorised or not — and including fraudulent traffic arising from a compromise of your equipment or credentials.
E3.2 You must keep SIP credentials confidential, use strong passwords, secure your PBX and handsets, and tell us immediately if you suspect compromise.
E3.3 What we do to help: we will set a default spend ceiling on your account, monitor for abnormal call patterns (such as sudden high-volume international or premium-rate traffic), and alert you and/or suspend outbound calling where we reasonably suspect fraud. We may suspend without notice to limit loss.
E3.4 These measures are a reasonable-endeavours safeguard, not a guarantee. We are not liable for fraudulent charges we do not detect, and clause E3.1 continues to apply.
E3.5 You may ask us in writing to change your spend ceiling or to bar international, premium-rate or specific destinations.
E4.1 Numbers are allocated under ICASA's numbering plan and are licensed to you, not owned by you. You acquire no property in a number.
E4.2 You may request to port a number away on termination, subject to the applicable porting rules and your account being fully paid. We will not unreasonably withhold a port.
E4.3 If a number is not ported before the service ends, it may be recovered and reallocated. We are not liable for the loss of a number where you have not ported it in time.
E5.1 Call rates are as quoted and may be varied on one (1) Calendar Month's notice, or immediately where an upstream carrier changes rates for destinations outside South Africa.
E5.2 Call charges are billed in arrears; subscription charges in advance.
E5.3 Voice quality is not guaranteed. It depends on your internet connection, local network, equipment and the destination network. There is no service level agreement and no service credits under this Schedule.
E6.1 The initial term is 24 months from activation, unless your Order states otherwise.
E6.2 After the initial term the service continues month-to-month on one (1) Calendar Month's written notice.
E6.3 Early termination within the initial term makes you liable for the full balance of the monthly charges for the remainder of the term, plus the unrecovered cost of any subsidised handsets or equipment, as set out in clause 4.1 of the Master Services Agreement.
E7.1 Handsets, ATAs and PBX hardware supplied by us remain our property unless purchased outright, and must be returned on termination in good order (Master Services Agreement clause 9).
E8.1 You may not use the service for automated dialling, call-centre traffic, bulk unsolicited calling, artificial inflation of traffic, call termination or refiling, or to resell voice services, without our prior written agreement.
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