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Knowledge Base 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. Perform a manual FRITZ!OS update.

2 Checking DSL synchronization

  1. Click on 'System' in the FRITZ!Box user interface.
  2. Click on '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 Contacting your provider

  1. Contact your internet service provider.
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