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Knowledge document #153

FRITZ!Box reports "PPPoE error"

The FRITZ!Box cannot establish an internet connection. 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. Manually update FRITZ!OS.

2 Checking DSL synchronization

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

  1. Click "System" in the FRITZ!Box user interface.
  2. Click "Event Log" in the "System" menu and then "Internet Connection".
  3. 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. If various type of connection can be selected, select the correct type of connection.
    3. Enter the internet account information you received from your internet service provider in the relevant fields in the "Account Information" section.
    4. Click "Apply" to save the settings.
  5. If your internet service provider is not displayed:
    1. Select "other internet service provider".
    2. Select the correct type of connection in the "Connected via" section.
    3. Enter the internet account information you received from your internet service provider in the relevant fields in the "Account Information" section.
    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. If you are using the FRITZ!Box on a DSL line and your internet service provider requires you to use specific ATM settings, enable the option "Set manually" in the "DSL ATM Settings" section and enter the values required by your internet service provider in the "VCI" and "VPI" fields.
    7. Click "Apply" to save the settings.

4 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.

5 Contacting your provider

  1. Contact your internet service provider.
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