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Knowledge document #467

Cannot access the internet via a different modem

Some or all of the computers, smartphones, or other devices connected to the FRITZ!Box cannot access the internet when the FRITZ!Box establishes the internet connection through an additional fiber optic or cable modem.

One of the following messages may be displayed on the devices:

  • "No Internet, secured"
  • "No Internet access"
  • "No internet connection"
  • "Connected to device. Can't provide internet"

Simply proceed as described below. After each measure, check whether the problem is solved.

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

1 Checking the cabling

  1. Make sure that the modem is connected to your internet connection according to the instructions supplied by your internet service provider.
  2. Use a network cable, for example use the network cable included with delivery, to connect the "WAN" port on the FRITZ!Box to a LAN port on the modem. The FRITZ!Box may not be connected to the WAN port on the modem.

2 Restarting the modem

  1. Restart the modem by unplugging it briefly.

    Note:It may take several minutes for the modem to restart. You cannot access the internet while it is restarting.

3 Restarting the FRITZ!Box

  1. Unplug the FRITZ!Box for 5 seconds.

    Note:The FRITZ!Box settings are retained when you unplug it. The restart takes about 2 minutes. During this time, you cannot access the FRITZ!Box.

4 Checking the event log of the FRITZ!Box

  1. Click "System" in the FRITZ!Box user interface.
  2. Click "Event Log" in the "System" menu.
  3. Select "Internet Connection" from the drop-down list.
  4. Check whether there are any error messages.
  5. If the message "PPPoE error [...]" is displayed, follow the steps in our guide FRITZ!Box reports "PPPoE error".

5 Enabling the FRITZ!Box's DHCP server

In the factory settings, the FRITZ!Box automatically assigns the correct IP settings to all devices via DHCP. If you disabled the FRITZ!Box's DHCP server, re-enable it:

  1. Click "Home Network" in the FRITZ!Box user interface.
  2. Click "Network" in the "Home Network" menu.
  3. Click on the "Network Settings" tab.
  4. Click "Additional Settings" in the section "WAN setting" or "LAN Settings" to display all of the settings.
  5. Click the "IPv4 Settings" button.
  6. Enable the DHCP server and define the range from which the FRITZ!Box assigns IP addresses.

    Note:The FRITZ!Box has the IP address 192.168.178.1 (subnet mask 255.255.255.0) and assigns IP addresses from xxx.20 to xxx.200 in the factory settings.

  7. Click "Apply" to save the settings.

6 Configuring the device to automatically obtain IP settings

To ensure that the device always uses the correct IP settings, make sure that it automatically obtains its IP settings from the FRITZ!Box (this is the default setting for most devices):

  1. Configure the device to automatically obtain IP settings via DHCP.

7 Configuring a DNS server in the FRITZ!Box

In the factory settings, the FRITZ!Box uses the DNS server of the internet service provider for the name resolution of web addresses. If you set up other DNS servers in the FRITZ!Box, re-enable the DNS server of the internet service provider:

  1. Click "Internet" in the FRITZ!Box user interface.
  2. Click "Account Information" in the "Internet" menu.
  3. Click on the "DNS Server" tab.
  4. Enable the option "Use DNSv4 servers assigned by the internet service provider (recommended)".
  5. If the section "DNSv6 Servers" is displayed, enable the option "Use DNSv6 servers assigned by the internet service provider (recommended)".
  6. If the option "Encrypted name resolution in the internet (DNS over TLS)" is enabled, enable the option "Allow fallback to non-encrypted name resolution in the internet".
  7. Click "Apply" to save the settings and on the FRITZ!Box, confirm that the procedure may be executed, if you are asked to do so.

8 Configuring the device's firewall

The following step is only necessary if firewall software is installed on the device:

  1. Configure the firewall on the device so that it allows connections from the device to the FRITZ!Box. Refer to the manufacturer of the firewall for information on how to set it up, for example consult the manual.

9 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 internet service provider that you received the modem from.

10 Reconfiguring the internet connection in the FRITZ!Box

Setting the country of use

  1. Click "System" in the FRITZ!Box user interface.
  2. Click "Region and Language" in the "System" menu.
  3. Click on the "Region" tab.
  4. Select your country from the drop-down list. If your country is not displayed, select "Other country".

    Important:When the regional options are changed, the telephone settings (for example telephony devices, call diversion settings, dialing rules) are reset and must be reconfigured.

  5. Click "Apply" to save the settings.

Configuring the internet connection in the FRITZ!Box

  1. Reconfigure internet access to rule out incorrect configuration of the FRITZ!Box:
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