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Knowledge document #153

FRITZ!Box reports "PPPoE error"

The FRITZ!Box cannot connect to the internet using a DSL 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:All instructions on configuration and settings given in this guide refer to the latest FRITZ!OS for the FRITZ!Box.

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

  1. Install the latest FRITZ!OS on the FRITZ!Box.

2 Adjusting 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 your internet service provider is displayed the "Internet connection via" section.
    • If your internet service provider is displayed:
      1. Select your internet service provider.
      2. Enter the account information you received from your internet service provider in the relevant fields.
      3. Click "Apply" to save the settings.
  5. If your internet service provider is not displayed:
    1. Select "other internet service provider".
    2. Enter the account information you received from your internet service provider in the relevant fields.
    3. Click "Change connection settings".
    4. If your internet service provider requires you to use a particular VLAN ID, enable the option "Use VLAN for internet access" and enter the VLAN ID.
    5. 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.
  4. If you were able to successfully connect the internet, proceed with the following section.
    • If you were not able to connect to the internet, contact the modem's manufacturer or the retailer or internet service provider you bought your modem from.

4 Contacting your provider

  1. Contact your internet service provider.
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