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Cannot access the internet via the FRITZ!Box

You don't have internet, even though internet access is set up in the FRITZ!Box? ✔ Here's what to do.

Although the FRITZ!Box is connected to the cable connection and configured for internet access via cable, some or all of the devices connected to the FRITZ!Box cannot access the internet.

One of the following messages may be displayed in the "Network and Sharing Center" of the respective Windows computers:

  • "Unidentified Network"
  • "Access: Local only"
  • "Access type: No internet access"

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

1 Unlocking your FRITZ!Box

If you purchased your FRITZ!Box from a retailer, your cable provider must unlock it first:

Important:In Germany, you can only use the FRITZ!Box 6591 Cable with the article number 20002857 with all cable connections. Models with other AVM article numbers are not intended for use with all cable connections.

  1. Have your cable provider unlock your FRITZ!Box. Depending on the provider, you can either use an activation portal or call their customer service to activate it.
    • With some providers, the serial number and the FRITZ!Box's "CM MAC" address are required to unlock it. You can find both of these on the bottom of the device:

      Fig.: Serial number and CM MAC

2 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 one of the following error messages is displayed, follow the instructions in the corresponding guide:
  6. If one of the following error messages is displayed, contact your cable provider:
    • "Internet connection failed: Reason for error:2 (DHCPv4 no answer on DISCOVER)"
    • "Could not establish IPv6 internet connection: No response from DHCPv6 server (SOL)"
    • IPv6 internet connection error: DHCPv6 error because of 7 (got no aftr)
    • If these messages are displayed, the internet connection is disrupted or your cable provider did not unlock the FRITZ!Box yet.

3 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 "Guest Access" 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 (subnet mask and assigns IP addresses from xxx.20 to xxx.200 in the factory settings.

  7. Click "OK" to save the settings.

4 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):

5 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 "Type of Connection" or "Account Information" in the "Internet" menu.

    Important:If the menu "Type of Connection" or "Account information" is not displayed, the cable provider automatically sets up the DNS servers correctly.

  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 asked to do so.

6 Installing the latest software for network adapters

  1. Install the latest driver for the computer's network adapter or the latest software for the respective device.

    Note:Often the Windows Update does not offer all of the latest device drivers. Therefore, use the drivers from the manufacturer's website (for example Intel, Broadcom, Realtek).

7 Configuring the computer's firewall

The following step is only necessary if an additional firewall is installed on the computer:

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