PPPoE Connection Troubleshooting

Common causes

• Incorrect username or password: the single most common cause -- these are provided by your internet provider and are different from your Wi-Fi password.
• Account suspended or expired: an unpaid invoice or expired subscription can block PPPoE authentication entirely -- see our payment troubleshooting guide.
• Router misconfiguration: if the PPPoE settings were changed or the router was factory reset, the login details need re-entering.
• Physical line/cabling fault: a fiber or DSL fault can prevent the connection from ever reaching the authentication stage.
• Provider-side outage: if the authentication server itself is briefly down, all customers using PPPoE would be affected at once.

What to check, in order

1. Restart your router first (see our restart guide) -- this alone resolves many temporary authentication failures.
2. If you manage the PPPoE settings yourself, double-check the username and password are entered exactly as given by your provider (careful with capital letters and special characters).
3. Confirm your account is active and paid up to date.
4. Check that all physical cables are firmly connected.
5. If everything looks correct but authentication still fails, this needs your provider to check from their side.

When to contact support

If your router shows a specific PPPoE error code or message, note it down exactly before contacting support -- see what information to provide. This helps identify whether the fault is with your login details, your account, or the line itself.