FRITZ!Box 7530 Faulty?

Hi all,

Had an interesting problem today, my internet dropped out suddenly and nothing I tried could bring it back.

Spoke to Zen a few times and in the end it was decided that the fault was with the router itself.

When running a test on the router I got the error “The internet service provider is not responding to PPPoE packets”

Zen said they’re sending me out a new router, which is okay. But then I got an email through saying that they’re actually sending me a loan router?

Anyone had a similar experience?

Cheers

Terminology with Zen seems a bit weird. A loan router is one they send you, and if it fixes the problem then send the duff one back, otherwise they'll want the one they sent you back.

Cheers, that makes sense!

In reply to a post by mrflux:

When running a test on the router I got the error “The internet service provider is not responding to PPPoE packets”

Taken literally, the message means the router is working well enough to attempt to start the PPP session and log the lack of response, so more often this indicates a problem with the connectivity external to your router.

Presumably all other aspects of the Fritz!box are working normally (LAN wired ports and Wi-Fi, DHCP) otherwise you would not have access to the logs?

In which case sending a replacement router is trial and error if they have run out of things to test, such as resetting to router to defaults (which I would not recommend if you have loss of service, only if the router itself becomes unresponsive).

One of the options if you are on FTTP with an ONT should have been to have a laptop or desktop setup the PPPoE login details plugged directly into connection bypassing the router and see if you have the same type of error in which case it's unlikely to be the router's fault.

Other than that cannot really say as we don't know what else they have had you try.

Edited by prlzx (Mon 10-Jul-23 17:17:12)

Thanks for the detailed reply, I appreciate it.

LAN wired ports and Wi-Fi worked, though obviously didn’t connect to the internet.

I borrowed another older model FritzBox and worryingly I’m getting the same error with this one too.

Before I spoke to customer support I tried going direct from ONT to laptop but hadn’t considered that I’d need to configure anything. Whoops.

I just tried again Ethernet direct from the ONT to a laptop, then tried to setup an internet connection using the zen user and pass provided via their portal but that failed. “Connection failed with error 651”

Getting a little more worried now :/

Edited by mrflux (Mon 10-Jul-23 18:49:13)

Aaaand it’s back. Must have been an outage on their end but there was nothing listed on their website. First time I’ve had this happen with Zen.