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Knowledge document #397

FRITZ!Box reports "Log in with internet service provider failed"

The FRITZ!Box cannot connect to the internet when used with a DSL or fiber optic modem. The error message "Log in with internet service provider failed [...]" is displayed in the event log of the FRITZ!Box, for example:

  • "Log in with internet service provider failed. bad username or password"
  • "Log in with internet service provider failed. [...] bad form"
  • "Log in with internet service provider failed. [...] login lock"
  • "Log in with internet service provider failed. [...] session limit exceeded"
  • "Log in with internet service provider failed. Terminated LCP"
  • "Log in with internet service provider failed. Tunnel startup failure"

Note:All instructions on configuration and settings given in this guide refer to the latest FRITZ!OS for the FRITZ!Box.

1 Correcting your internet account information in the FRITZ!Box

  1. Click "Internet" in the FRITZ!Box user interface.
  2. Click "Account Information" in the "Internet" menu.
  3. Re-enter the account information you received from your internet service provider.
  4. Click "Apply" to save the settings.

2 Contacting your provider

If your attempt to log in with your internet service provider fails, either the account information is incorrect, or your internet service provider has blocked your internet access. Some providers block internet access if you enter an incorrect password a certain number of times, for example.

  1. Contact your internet service provider.
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