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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 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.

1 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.

2 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.

3 Checking the modem

The modem may be malfunctioning or the internet connection requires account information or a VLAN ID and therefore cannot be used with the FRITZ!Box. Therefore, check whether you can access the internet if you connect the modem directly to a computer:

  1. Use a network cable to connect the modem to a computer.
  2. Check whether the computer can access the internet.
  3. If the computer can access the internet, continue with the next section.
    • If the computer cannot access the internet, the modem is defective, the internet connection is interrupted or it requires account information or a VLAN ID. In this case, contact your internet service provider.

      Important:If account information or a VLAN ID is required for internet access, the FRITZ!Box cannot be connected directly to a fiber optic modem; it can only be operated behind another router.

4 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 "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.

5 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.

6 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 you are asked to do so.

7 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.
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