What causes a PPPoE timeout error?
In order to access the Internet, your DSL connection must successfully complete two steps:
- DSL synchronization: Your router establishes a physical connection to the network.
- PPPoE dial-up: PPPoE stands for Point-to-Point over Ethernet. It is the protocol the router uses to log in to the provider.
A PPPoE error means that the physical connection (DSL) is active, but communication between the router and the provider’s PPPoE server is failing for some reason. This can happen during the dial-up process (e.g., incorrect login credentials) or while the connection is active (e.g., a timeout or disconnection initiated by the remote server).
How can I tell if there's a PPPoE error?
To troubleshoot an Internet connection problem, it’s crucial to pinpoint the cause. Most routers help with the analysis using built-in status LEDs. For example, with the FRITZ!Box:
DSL LED is blinking → DSL is not synchronized. See the guide “Why Can’t I Establish an Internet Connection?” for more information.
DSL LED is on → The line is active, but an Internet connection cannot be established despite an active network connection (WiFi, D-LAN, LAN). There may be a PPPoE error. You’ll need to check the protocol.
What can you do?
Some causes of PPPoE errors are related to the network provider and require you to call our support team.
Others you can resolve on your own (e.g., by restarting your router or correcting your login credentials).
Here is a list of possible PPPoE errors and what you can do before contacting our support team. Below, you’ll find specific instructions for troubleshooting on your own.
PPPoE Error Messages and What You Can Do About Them
| Error Message | What Does This Mean? | What You Can Do |
|---|---|---|
| Timeout | The login process between the router and the remote station is taking too long and has been aborted. | Restart the router. Check your login credentials. If necessary, configure the VLAN ID |
| Terminated LCP | PPP negotiation was terminated. | Restart the router. Please contact support if the error persists. |
| Request denied | The connection request was denied. | Restart the router, check your login credentials. Set up a VLAN ID if necessary. Please contact support if the error persists. |
| Authentication failed | Incorrect login credentials | Check login credentials. Set up a VLAN ID if necessary. Please contact support if the error persists. |
| PADT received | The connection was terminated by the remote station | Please contact support |
| No response from server | No response from the PPPoE server | Please contact support |
Troubleshoot PPPoE Errors Yourself
Check Compatibility
If you are setting up the router on this connection for the first time, please check whether the router you are using is compatible with the connection technology.
Our Router Check can help you with this.
If the Internet connection was already working with this device previously, you can rule out this cause of the problem.
Restart the router
First, restart the router. To do this, disconnect both the power cord and the DSL cable from the connection and leave the device unplugged for about 5 minutes.
Plug the cables back in one at a time, starting with the power cable.
Check your login credentials
Log in to the router’s user interface and check your login credentials. Often, there’s a typo or a space has slipped in.
You received your login credentials via email. Alternatively, you can find them in my.easybell under Account Settings.
For VDSL, Super-Vectoring, or FTTH: Set up the VLAN ID
If you have a VDSL, Super-Vectoring, or FTTH connection, we recommend setting the VLAN ID to 7.
To do this, in most routers you’ll need to create a new Internet connection and skip the Easybell provider profile. Instead, use “other provider,” “additional provider,” or similar generic profiles that you can fully configure. We recommend choosing a name that is different from the predefined Easybell profile.