A functioning router is the basis for a stable Internet connection. If your router or modem is not working properly, this can have various causes - from simple cabling errors to technical defects. Before contacting support, you can check yourself in just a few steps whether the problem is with the hardware or the settings. In this guide, you will find helpful tips and instructions on how to troubleshoot the problem yourself and get your router up and running again quickly.

1. Check LEDs

Please check the LEDs on the router in advance. If no LEDs are lit on the device despite the power supply, the device or its cable is definitely defective.

2. Check wiring

A cable may be brittle or no longer properly anchored in the plug. Check the cable from the router to the telephone socket and replace it if possible.

3. Disconnect the router from the power supply

If the LEDs light up or flash, briefly disconnect the router from the power supply.

Then wait a few minutes until the device has connected to the Internet. Many routers can crash from time to time, similar to a computer. This problem can be solved by restarting the device. If the DSL LED on the router still does not light up after 10 minutes despite the power supply being restored, please continue with steps 5 and 8.

4. Cable connection

If the LEDs light up constantly again as usual, connect your computer to the router with a cable (instead of WLAN). New WLAN devices in the neighborhood can interfere with your WLAN reception. It is also common for the WLAN to be accidentally deactivated via a switch on the router. You can eliminate these sources of error by using a cable.

5. Check router

Test your connection with another router. If your connection works with a different device, your router is probably defective or incorrectly configured. Please note that in the case of an FTTH connection, paring the test router via us is necessary. Please contact our support team with the modem ID and the exact model.

6. Router configuration

Check the configuration of your router.

you can find the appropriate configuration instructions in our help center.

7. Performing a factory reset

Perform a factory reset and then enter your access data again.

If you do not know how to perform a factory reset, please refer to our instructions "What do I need to consider when performing a factory reset on a FRITZ!.

8. Contact support

Contact our support team.

They will check whether your DSL connection is faulty. You will then receive further instructions here.

9. Contact manufacturer

Contact the manufacturer or dealer of your device if you did not receive the device from us.

10. Send in router

Send in the router at the manufacturer's request.

If you have rented the router from us or purchased it within the last two years, you can arrange for it to be returned to us. You can find instructions on how to return your router in the help section.

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Created on: 10. March 2025