FRITZ!Box 4040 Service - Knowledge Base

FRITZ!Box 4040 Service

FRITZ!Box reports "PPPoE error"

The FRITZ!Box cannot connect to the Internet using a DSL or fiber optic modem and displays one of the following error messages in the event log:

  • "PPPoE error: Incorrect parameter [...]"
  • "PPPoE error: Incorrect service name [...]"
  • "PPPoE error: Illegal packet from PPPoE server [...]"
  • "PPPoE error: PPPoE server reports a system error [...]"
  • "PPPoE error: PPPoE server reports a problem [...]"
  • "PPPoE error: Unknown error [...]"
  • "PPPoE error: Timeout [...]"

Note:The configuration procedure and notes on functions given in this guide refer to the latest FRITZ!OS for your FRITZ!Box.

1 Installing the latest FRITZ!OS for the FRITZ!Box

2 Correcting the settings for your Internet connection

  1. Click "Internet" in the FRITZ!Box user interface.
  2. Click "Account Information" in the "Internet" menu.
  3. Check whether "Other Internet service provider" was selected for the Internet connection.
    • If "Other Internet service provider" was not selected for the Internet connection:
      • Proceed with the following section.
    • If "Other Internet service provider" was selected for the Internet connection:
      • Check whether your Internet service provider is displayed in the drop-down list "Internet service provider".
        • If your Internet service provider is displayed:
          • Select your Internet service provider and enter the account information you received from your Internet service provider in the corresponding fields.
        • If your Internet service provider is not displayed:
          1. Click on "Change connection settings".
          2. If your Internet service provider requires the use of a particular VLAN ID, enable the option "Use VLAN for Internet access" and enter the VLAN required for Internet access in the "VLAN ID" field.
  4. Click "Apply" to save the settings.

3 Checking the modem

The modem may be defective or malfunctioning. Therefore, check whether you can establish an Internet connection if you connect the modem directly to a computer:

  1. Use a network cable to connect the modem to a computer.
  2. On the computer, configure an Internet connection that uses the modem. Refer to the manufacturer of the operating system for information on the procedure.
  3. Check whether the computer can connect to the Internet.
    • If you cannot successfully connect to the Internet:
      • Contact the modem's manufacturer or the retailer you bought it from.
    • If you were able to successfully connect the Internet:
      • Proceed with the following section.

4 Contacting your provider

  • Have your DSL or Internet service provider check your Internet connection.

    Note:Your DSL provider supplies you with the DSL line (often in combination with a telephone connection). The Internet service provider supplies the Internet access and your account information (user name and password). Your DSL provider can also be your Internet service provider.