Proving Internet Outages: Tenant Rights Germany

Many tenants in Germany face the problem that their internet connection fails and the landlord or provider disputes the cause. To enforce claims for rent reduction, compensation or repair, factual and court-ready documentation is crucial. This guide shows step by step which data, logs and evidence are relevant, how to systematically record outages and which deadlines and legal bases apply.^[1] The instructions are written specifically for tenants without a legal background and clearly explain when to use forms, how to collect photos and logs as evidence, and how to prepare the case for the local court.^[3]

What counts as evidence?

Not all documents are equally persuasive. The best evidence shows time, duration, recurrence and effect of the outage. Collect different types of proof to present a complete picture.

• Speed test results and router logs (log) – clear timestamps and error codes document connection drops.
• Error messages and provider emails (record) – screenshots or emails with timestamps show communication.
• Photos or videos (photo) of router indicators, line faults or missing DSL signal.
• Correspondence with landlord or provider (notice) – formal defect reports and deadlines should be documented in writing.
• Time table (time) – a simple log with date, time and duration helps prove recurrence.

How to document factually

Work systematically: use date/time, briefly describe the fault, save raw data (log files) and secure screenshots in folders with clear filenames.

• Always note date and time (time) – ideally use automatic router logs.
• Save raw data and speed test results (log) – export files rather than only taking screenshots.
• Send a formal defect notice to landlord and provider (notice) – by email with read receipt or registered mail.
• Keep a communication list (help) – date, contact person and outcome.

Official forms and templates

There are no special nationwide forms solely for internet outages, but several standard letters and procedural forms that tenants can use:

• Civil claim form – use when filing a payment or performance claim (e.g., repair, compensation) at the local court; procedures are governed by the ZPO.^[2]
• Payment order / Mahnverfahren – for monetary claims such as reimbursements due to downtime, a payment order may be appropriate; templates and procedures follow the ZPO.
• Termination letters or defect notice templates – a clear, dated defect report to the landlord with a deadline is often the first step before legal action.

Practical example: Send a defect notice by email with attachments (speed tests, router logs) and set a reasonable 14-day deadline for repair. Record sending date and attachments.

FAQ

Can I reduce rent because of internet outages?

Yes, in some cases a rent reduction may be possible if the habitability of the rental is affected; the legal basis is in §§ 535–580a BGB.^[1]

Who should I contact first: landlord or internet provider?

Check first whether the outage is due to the rental property (e.g., building connection). Inform both provider and landlord in writing so that you have documentation of both sides.

Which deadlines apply before I sue?

There is no uniform waiting period; in practice you should set a reasonable deadline for the landlord to fix the issue and collect evidence before considering court action.^[2]

How-To

1. Observe and note (time) – start immediately with a simple outage log: date, time, duration.
2. Secure measurements (log) – perform repeated speed tests and export router logs.
3. Create a defect notice (notice) – send a formal message to landlord and provider with a deadline and attachments.
4. Document communication (help) – note calls, names and outcomes.
5. Review legal options (court) – prepare documents for the local court and use the civil claim form if needed.^[3]

Help and Support / Resources

• Federal Ministry of Justice and Consumer Protection (BMJV)
• Gesetze im Internet – legal texts (e.g., BGB, ZPO)
• Federal Court of Justice (BGH) – decisions and information

1. [1] BGB §§ 535–580a on gesetze-im-internet.de
2. [2] ZPO on gesetze-im-internet.de
3. [3] Federal Court of Justice (BGH) – information page