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Knowledge document #153
FRITZ!Box 5530 Fiber
This support document is available for the following products:
FRITZ!Box reports "PPPoE error"
The FRITZ!Box cannot connect to the internet 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
2 Adjusting the settings for your internet connection
- Click "Internet" in the FRITZ!Box user interface.
- Click "Account Information" in the "Internet" menu.
- Check whether your internet service provider is displayed in the "Internet Service Provider" section.
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- If your internet service provider is displayed and the FRITZ!Box establishes the internet connection using the integrated modem:
- Select your internet service provider.
- If various type of connection can be selected, select the correct type of connection.
- Enter the account information you received from your internet service provider in the relevant fields.
- Click "Apply" to save the settings.
- If your internet service provider is not displayed or the FRITZ!Box establishes the internet connection using an additional modem:
- Select "other internet service provider".
- Select the correct type of connection in the "Connected via" section.
- Enter the account information you received from your internet service provider in the relevant fields.
- Click "Change connection settings".
- If your internet service provider requires you to use a specific VLAN ID, enable the option "Use VLAN for internet access" and enter the VLAN ID.
- Click "Apply" to save the settings.
3 Checking the modem
If the FRITZ!Box establishes the internet connection using an additional modem, make sure that the modem functions properly. To do so, test the modem directly on a computer:
- Use a network cable to connect the modem to a computer.
- On the computer, configure an internet connection that uses the modem. Refer to the manufacturer of the operating system for information on the procedure.
- Check whether the computer can connect to the internet.
- 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 internet service provider that you received the modem from.
4 Contacting your provider
- Contact your internet service provider.