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Knowledge document #153

FRITZ!Box reports "PPPoE error"

The FRITZ!Box cannot establish an internet connection in router mode. One of the following error messages is displayed in the event log of the FRITZ!Box:

  • "PPPoE error: DSL synchronization lost [...]"
  • "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. Install the latest FRITZ!OS on the FRITZ!Box.

2 Checking DSL synchronization

The following step is only necessary if the FRITZ!Box is connected directly to a DSL line:

  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. If the message "DSL is not available" or "DSL not responding" is displayed before the PPPoE errors, follow the steps in our guide DSL connection drops frequently.

3 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 provider is not displayed, select "more internet service providers" first.
  4. If your internet service provider is displayed:
    1. Select your internet service provider.
    2. Enter the internet account information you received from your internet service provider in the relevant fields in the "Internet Connection" section.
    3. Click "Apply" to save the settings.
  5. If your internet service provider is not displayed:
    1. Select "other internet service provider".
    2. Enter the internet account information you received from your internet service provider in the relevant fields in the "Internet Connection" section.
    3. Click "Change connection settings".
    4. If your internet service provider requires you to use a VLAN ID, enable the option "Use VLAN for internet access" and enter the VLAN ID.
    5. Enable the option "Set manually" in the "DSL ATM Settings" section.
    6. Enter the parameters required by your internet service provider in the "VCI" and "VPI" fields.
    7. Enable the option "PPPoE".
    8. Click "Apply" to save the settings.

4 Contacting your provider

  1. Contact your internet service provider.
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