If your Fibre installer wants to run a cable across your neighbour’s roof, tree or private property, do not simply accept the route or turn it into a dispute with your neighbour. Ask the ISP to document the proposed route, check whether an alternative pole or Fibre route is available, and clarify whether the proposed work is considered standard or non-standard installation.

The important point is that there is no simple MCMC consumer rule stating that every Fibre cable crossing a neighbouring property is automatically prohibited. In practice, the problem can involve the ISP’s network design, existing poles and Fibre Distribution Points (DPs), installation standards, access to property and whether another route is technically feasible.

Why Can a Fibre Installation Cross a Neighbour’s Property?

For landed homes, the Fibre connection normally has to travel from an existing network point to the customer’s house. Depending on the neighbourhood layout, the nearest pole or Fibre Distribution Point may not be directly in front of your property.

This can create situations where an installer proposes an aerial route that passes:

1. over a neighbour’s roof;
2. alongside or through a tree;
3. above part of a neighbouring property;
4. across a property boundary; or
5. through an area where future maintenance may require access.

The existence of an existing pole does not automatically mean the proposed route is the only possible route.

That is why the first step should be to ask the ISP to assess the route, rather than arguing with the installer at your doorstep.

Does MCMC Prohibit Fibre Cables From Crossing a Neighbour’s Property?

This is where consumers should be careful.

We could not find an MCMC consumer rule that simply states:

“Fibre cables cannot cross a neighbour’s property.”

So NetBijak would not recommend telling homeowners that MCMC automatically prohibits every such installation.

Instead, the relevant consumer protection mechanism is the telecommunications complaint process.

The Communications and Multimedia Consumer Forum of Malaysia (CFM), which operates within the Malaysian communications and multimedia regulatory framework, accepts complaints involving issues such as Service Delivery, Terms & Conditions Disputes, Unfair Practice and Misrepresentation of Service. CFM — Complaint Channels

This means a disputed Fibre installation should first be treated as an ISP installation and service-delivery issue.

If the proposed route creates a genuine property-access problem, the practical question is:

Has the ISP properly assessed whether another technically feasible Fibre route is available?

What If the Fibre Cable Has to Cross Your Neighbour’s Roof?

This is one of the more sensitive situations for terrace-house owners.

Before installation proceeds, ask exactly what the installer intends to do.

Check:

1. Where does the Fibre cable start?
2. Which pole or DP is being used?
3. Where will the cable enter your house?
4. Will the cable pass over the neighbour’s roof?
5. Will it be attached to the neighbour’s house?
6. Will future repairs require access to the neighbour’s property?
7. Is another pole or DP available?
8. Has an alternative route been assessed?

Take photographs of the proposed route, including the pole, surrounding houses, roof, tree and property boundary.

Then contact the ISP and request a technical route assessment.

A useful request is:

“The proposed Fibre route crosses a neighbouring private property. Please arrange a technical route assessment and advise whether an alternative pole, Distribution Point (DP) or Fibre route is available.”

This is much stronger than simply telling customer service:

“I don't want the cable there.”

What If a Tree Is Blocking the Fibre Route?

A tree can create a bigger problem than a roof because the obstruction can change over time.

Branches can grow into the cable path, while strong winds, falling branches and tree maintenance can damage aerial Fibre.

If the proposed route passes through or depends on a neighbour’s tree, ask the ISP to confirm:

1. whether the Fibre cable will contact the tree;
2. whether sufficient clearance is available;
3. whether the route can be changed;
4. who is responsible if vegetation later damages the cable; and
5. whether another pole or DP can be used.

Do not cut or remove your neighbour’s tree yourself simply to make the Fibre installation possible.

If vegetation needs to be removed or modified on another person’s property, clarify the responsibility and approval with the relevant property owner and ISP before work begins.

Can You Ask the ISP to Change the Pole Route?

Yes, you can request an alternative route assessment.

However, asking for a different route does not mean the ISP must automatically install a new pole wherever the customer wants.

The network team has to determine whether an alternative route is technically feasible.

Possible options may include:

1. another existing pole;
2. another Fibre Distribution Point;
3. a different aerial route;
4. surface cabling;
5. underground cabling; or
6. another technically feasible connection point.

The exact options depend on the infrastructure already available in the area.

What Does Unifi Consider Standard Installation?

Unifi’s current installation guide provides a useful example of how the distinction works.

It lists:

Direct cabling from pole directly to the Entry Wall

→ Standard Installation

→ Provided by TM

It also lists:

Pole to Entry Wall via underground and surface cabling

→ Non-Standard Installation

→ Customer bears the cost

→ Current stated cabling charge: RM212.

Unifi — Home Broadband Installation Journey

This matters because an alternative route may be technically possible but may not fall within the ISP’s standard installation scope.

Therefore, if an installer says:

“We can do it another way, but there is an additional charge,”

ask the ISP to explain why the alternative is classified as non-standard and what work the charge covers.

What About Maxis Fibre?

Maxis also distinguishes between standard and non-standard Fibre installation.

Its current installation FAQ states that standard installation covers the first 100 metres from the nearest Fibre Distribution Panel to the modem, using standard specifications such as cabling over the wall with clips.

Maxis states that additional charges may apply when the required cable length exceeds 100 metres, while non-standard installation methods such as over-ceiling cabling, underground ducts and concealed wiring are customer-borne costs.

Maxis — Fibre Installation FAQs

This gives consumers another important lesson:

An alternative installation method does not necessarily mean a free installation.

Always ask for the installation method and additional cost before approving the work.

What If the Neighbour Refuses?

If the neighbour clearly objects to the proposed Fibre route, do not force the installation.

Tell the ISP:

“The neighbouring property owner does not agree to the proposed Fibre route. Please assess whether an alternative pole, DP or Fibre route is available.”

Ask the ISP to record this in the installation ticket.

This is important because it turns the problem into a documented installation-route issue rather than a personal dispute between two homeowners.

If the ISP later says there is no alternative route, ask for an explanation:

1. Why is the proposed route necessary?
2. Was another pole checked?
3. Was another DP checked?
4. Was another aerial route assessed?
5. Is underground or surface cabling possible?
6. Would an alternative route involve additional charges?

Can You Ask for a New Fibre Pole?

You can request it, but you should frame the request as a technical assessment, not an unconditional demand.

Instead of saying:

“Move the pole.”

Use:

“The current pole position requires the proposed Fibre cable to cross a neighbouring private property. Please assess whether another pole, DP or network route can be used, and advise whether pole relocation is technically feasible.”

This gives the ISP’s network team several possible solutions to consider.

A new pole may involve network planning, infrastructure work and any applicable approvals, so it should not be presented to consumers as something an ISP is automatically required to provide.

What If the Installer Says “This Is the Only Route”?

Do not assume that the installer’s statement is necessarily the final network decision.

An installer may be working with the existing network infrastructure and the installation instructions available for that appointment.

If the proposed route creates a property or access dispute, ask the ISP to escalate the case to its technical or network team.

Use specific wording:

“Please escalate this installation for a technical route assessment. The proposed cable route crosses a neighbouring private property, and the property owner does not agree to the proposed route. Please confirm whether another pole, DP or Fibre route has been assessed.”

The objective is to move the discussion from:

Installer says no → Customer says no

to:

ISP technical team assesses the available network routes.

Will an Alternative Fibre Route Cost Extra?

It may.

Do not assume that every alternative route is included in standard installation.

For Unifi, the current installation guide explicitly classifies underground and surface cabling from the pole to the entry wall as non-standard and states a RM212 cabling charge.

Unifi Installation Guide — Standard vs Non-Standard Installation

For Maxis, non-standard methods such as underground ducts, concealed wiring and over-ceiling cabling can also incur additional costs.

Maxis Fibre Installation FAQ

Before approving an alternative route, ask the ISP for:

1. installation method;
2. estimated cable length;
3. whether underground work is required;
4. whether surface cabling is required;
5. whether a new pole or other infrastructure is required;
6. additional installation charges; and
7. who is responsible for the work.

Get the cost confirmed before installation starts.

What Evidence Should You Keep?

If you think the proposed Fibre route is problematic, document it before the installer leaves.

Keep:

1. Photos of the pole

Show the pole and surrounding houses.

2. Photos of the Fibre DP

If the DP is visible and can be photographed safely.

3. Photos of the proposed cable route

Show where the installer intends to run the cable.

4. Photos of the roof or tree

Only where they are relevant to the proposed route.

5. Property boundary

Show why the proposed route crosses or depends on another property.

6. Installation records

Keep:

1. installation appointment details;
2. order number;
3. service ticket number;
4. WhatsApp messages;
5. SMS;
6. emails;
7. installer comments;
8. quotations; and
9. photographs.

This documentation becomes particularly important if the ISP does not resolve the issue and you need to escalate the complaint.

When Should You Complain to MCMC/CFM?

The normal approach is to raise the issue with the ISP first.

If the issue remains unresolved, you can escalate through the MCMC/CFM consumer complaint mechanism.

CFM's complaint channels specifically include Service Delivery and Terms & Conditions Disputes, among other telecommunications-related complaint categories.

CFM — Complaint Channels

CFM's current complaint page states that consumers can submit complaints through the MCMC Consumer Redress Portal at aduan.mcmc.gov.my, by email, or through the MCMC Consumer Care Centre at 1800-188-030. The complaint service is provided free of charge.

CFM — New Complaint / MCMC Consumer Redress Portal

When escalating, do not simply write:

“ISP refuses to install Fibre.”

Give the complete history.

For example:

“I applied for Fibre installation on [date]. The installer proposed an aerial cable route crossing a neighbouring private property. The property owner does not agree to the proposed route. I requested an alternative pole, DP or technical route assessment, but the issue remains unresolved.”

Attach your photographs and previous communications.

That gives the complaint a clear service-delivery history.

What Can MCMC/CFM Actually Do?

Consumers should also have realistic expectations.

Submitting a complaint does not automatically mean MCMC will order an ISP to install a new pole at a location chosen by the customer.

The actual technical solution can depend on:

1. existing network infrastructure;
2. Fibre DP locations;
3. technical feasibility;
4. installation standards;
5. property access;
6. construction requirements; and
7. any relevant approvals.

CFM states that its complaint-handling role includes providing channels for complaints covered by the General Consumer Code of Practice and handling complaints through mediation or resolution.

CFM — About Us / Complaint Handling

So the purpose of escalation is to obtain a proper response and resolution through the consumer redress process — not to assume that the regulator will automatically redesign the ISP's network.

What You Should NOT Do

Don't cut the Fibre cable

Even if you believe the cable is improperly routed, do not cut or interfere with telecommunications infrastructure.

Raise the issue with the ISP instead.

Don't move the pole

A telecommunications pole is network infrastructure. Request relocation or an alternative route through the ISP.

Don't cut your neighbour's tree

A Fibre installation dispute does not give you permission to modify another person's property.

Don't allow the installation first and complain later

If the route is clearly disputed, raise the issue before the cable is installed.

Don't rely only on the installer

If the problem involves another property, a pole or a possible alternative route, ask for the ISP's technical/network team to assess it.

The Practical Process: What to Do Step by Step

If your Fibre installation is blocked by a neighbour's property, follow this sequence.

Step 1 — Photograph the proposed route

Record the pole, DP, roof, tree and property boundary.

Step 2 — Ask the installer to document the issue

Make sure the installation ticket records why the installation cannot proceed.

Step 3 — Contact the ISP

Explain that the proposed route crosses or depends on a neighbouring private property.

Step 4 — Request a technical route assessment

Ask specifically about another pole, DP or Fibre route.

Step 5 — Ask about alternative installation methods

Find out whether surface or underground cabling is technically possible.

Step 6 — Ask about additional charges

Get any non-standard installation cost in writing before approving the work.

Step 7 — Keep the complete paper trail

Save ticket numbers, WhatsApp messages, emails, quotations and photographs.

Step 8 — Escalate if the issue remains unresolved

Use the MCMC/CFM consumer redress process and include the complete installation history.

Message Template to Send Your ISP

If you are dealing with Unifi, Maxis or another Fibre provider, you can use this wording:

“The proposed Fibre installation route crosses a neighbouring private property / roof / tree, and the property owner does not agree to the proposed route. Please arrange a technical route assessment and advise whether an alternative pole, Distribution Point (DP), aerial route or other Fibre route is available. If an alternative installation is considered non-standard, please provide the installation method and applicable charges before proceeding.”

This is much more effective than simply asking customer service to “change the cable”.

NetBijak's Take

A Fibre installation dispute involving a neighbour should be treated as a network-route and service-delivery issue first, not a personal argument between homeowners.

There is no basis for telling Malaysian consumers that MCMC has a blanket rule banning every Fibre cable from passing over a neighbouring property. The safer and more accurate approach is to examine the actual proposed route, the ISP's installation requirements and whether a technically feasible alternative exists.

For a landed property, the practical sequence is:

Document the route → ask the ISP to assess it → request an alternative pole/DP/route → clarify non-standard charges → escalate through MCMC/CFM if unresolved.

If the proposed route crosses a neighbour's roof or depends on a neighbour's tree, do not modify the neighbour's property and do not cut the Fibre cable yourself.

The strongest request is not:

“MCMC says this cable cannot cross my neighbour's house.”

It is:

“The proposed route crosses a neighbouring private property. Please conduct a technical route assessment and confirm whether an alternative pole, DP or Fibre route is available.”

That puts the issue back where it belongs: with the ISP's technical team to determine what network route is actually feasible.

🎯Find My Plan →