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Knowledge document #153

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

  1. Manually update FRITZ!OS.

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 in the "Internet Service Provider" section.
    • If your internet service provider is displayed and the FRITZ!Box establishes the internet connection using the integrated modem:
      1. Select your internet service provider.
      2. If various type of connection can be selected, select the correct type of connection.
      3. Enter the account information you received from your internet service provider in the relevant fields.
      4. Click "Apply" to save the settings.
  5. If your internet service provider is not displayed or the FRITZ!Box establishes the internet connection using an additional modem:
    1. Select "other internet service provider".
    2. Select the correct type of connection in the "Connected via" section.
    3. Enter the account information you received from your internet service provider in the relevant fields.
    4. Click "Change connection settings".
    5. 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.
    6. 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:

  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 internet service provider that you received the modem from.

4 Contacting your provider

  1. Contact your internet service provider.
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