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Downstairs neighbor refuses access for fiber internet: What now?

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You ordered fiber internet, the cable is in the street, but you live on the second floor. To reach your apartment, the technician needs to work upwards through the central meter cupboard or the vertical riser pipe (stijgleiding) at the downstairs neighbors. What if that downstairs neighbor, the landlord, or an inactive VvE (HOA) keeps the door shut?

Can my downstairs neighbor refuse this?

According to Article 5.2 of the Telecommunications Act, a so-called gedoogplicht (obligation to tolerate) applies in the Netherlands. This means that owners and residents of a building are, in principle, legally obligated to tolerate the installation and maintenance of telecommunication networks (like fiber optics).

Important nuance: However, the exact applicability of this law strongly depends on the specific situation, the type of work, and who owns the space. It is also the case that the contractor is generally obligated to neatly repair any damage (for example, drilling holes).

What happens if the technician cannot get inside?

Even if the obligation to tolerate applies in your situation, the reality in Amsterdam is often much more stubborn. Legally enforcing this access, however, can be a complex and lengthy process.

The reality: In practice, an individual connection can still suffer significant delays if the required access is not granted smoothly. If the technician is at the door and the downstairs neighbor says "no", there is no debate about the law. The technician will mark your address as "connection not possible" and drive on to the next job.

What can you do yourself?

Because the contractor throws the problem back to you, you will have to solve this locally yourself before scheduling a new appointment. Follow these three steps:

1

Start the conversation (before the technician arrives)

Many refusals stem from the fear of holes in the wall or a mess in the house. Explain that the technician almost always uses existing pipes (vertical risers) or the meter cupboard, and that the contractor is generally obligated to neatly repair any damage to walls or ceilings.

2

Involve the VvE board or the landlord

Is the downstairs neighbor not listening to your explanation? Then call in the VvE board or the landlord. The VvE manages the common areas (including the shafts and meter cupboards) and can point out to the downstairs neighbor the deed of division (splitsingsakte) or the rental contract stating that one must cooperate with maintenance work.

Not sure how the VvE stands in this process? Read more specific information for VvEs here.

3

Request a joint inspection

Ask the contractor to send an inspector ('schouwer') first instead of a drilling crew right away. An inspector only assesses the situation, takes photos, and discusses the route. If the refusing neighbor sees exactly where the cable will go, this often removes the resistance.

Ready-to-use Template Letters

Not sure how to start the conversation? Use these friendly template letters. You can copy the text directly and adapt it to your own situation.

Show template letter to your downstairs neighbor
Dear [Neighbor's Name],

I hope you are doing well.

Fiber optic internet is currently being installed in our street. To connect my apartment to the network, the technician needs to pull a cable up through the vertical riser pipe (or shared meter cupboard). Because the main connection or transit point is located in (or near) your home, the technician briefly needs access to it.

I completely understand that you are not waiting for any hassle or mess in your home. I will discuss with the technician beforehand how we can carry this out as quickly and neatly as possible, to keep the inconvenience to an absolute minimum. Furthermore, a fiber optic connection makes our entire building ready for the future.

Could you let me know which day or time works best for you? I will then coordinate this with the contractor so that it fits well into your schedule.

Thank you very much in advance for thinking along!

Kind regards,
[Your Name]
[Your Phone Number / Apartment Number]
Show template letter to the VvE or landlord
Dear Board of the VvE / Dear [Landlord's Name],

Fiber optic installation work will soon take place in our building. To connect my apartment, brief access is likely required to the vertical riser pipe or shared meter cupboard, which partially runs through the common areas or the downstairs neighbor's apartment.

Because the installation of fiber optics contributes to the modernization and future-proofing of the entire building, I kindly request your cooperation with this connection. If formal permission is needed to use the vertical riser pipe, please let me know what the required procedure is from the VvE / landlord.

If helpful for context: the legislator grants an 'obligation to tolerate' (gedoogplicht) to these types of infrastructural works in Article 5.2 of the Telecommunications Act, precisely because it is deemed important that homes can be connected. Naturally, we aim to do this in good consultation.

If desired, the fiber optic technician is happy to come by beforehand for a non-binding inspection ('schouw') to show that the nuisance is minimal and the building will be left in good condition.

I look forward to hearing from you.

Kind regards,
[Your Name]
[Your Apartment Number]

Need a temporary solution?

Are you caught in a dispute with your neighbor over the riser pipe and urgently need internet? Ask your current provider if they offer a temporary solution. If that doesn't work out, you can consider getting temporary internet via 4G or 5G (such as Klik & Klaar from Odido).

These connections work straight from a power outlet, require no cables through the stairwell, and can often be canceled monthly. Once your neighbor agrees, you can simply cancel it.

Consulted legislation: Wetten.overheid.nl - Art. 5.2 Dutch Telecommunications Act