FRITZ!Box Troubleshooting Guide

Set Up

For Fibre to the Cabinet - the grey DSL cable needs to be plugged into the grey DSL port on the back of the modem and the left side of the NTU (Phone socket, computer symbol side).

Modem Info Card
Modem Tool

For Fibre to the Home/SIRO - The LAN cable needs to be plugged into the yellow LAN 1 port.

Modem Info Card

For VOIP, the phone needs to be plugged into the grey FON port (pictured below).

Modem Info Card

For Fibre to the Home /SIRO connections:

  • You should have 3 green lights on your fibre/SIRO unit.
  • POWER: Constant green PON: Constant green LAN: constant/flashing green.
  • If you have a flashing/no PON light or a flashing/constant RED LOS light - contact support on 01 2469000 and select
    option 2.

You will know you have an internet connection when the power/DSL is constant on the modem and the WLAN light is constant. If you have followed the above steps but these lights are still not appearing on the modem, then please contact our support team on 01 2469000 and press option 2. You can also reach us via e-mail at [email protected]

If you have a solid power/DSL light and a solid WLAN light but still have no internet connection, you can log into the fritz box to check that the settings are correct.

Type fritz.box/ into the URL bar of your browser and press enter. You will then be brought to the below screen and will be asked to enter a password (username will already be filled in). The password is on the bottom of the fritzbox modem in the top right-hand corner (as pictured below).

Modem Info Card

Enter the password and press LOG IN.

Modem Info Card

On the menu in the left-hand side, press the heading for INTERNET>Account information.

Modem Info Card

You should see your internet service provider automatically listed as Pure Telecom and you will have 3 options to select from.

Modem Info Card

If you have Fibre to the Cabinet service, select the first option for Pure FTTC and press apply.

If you have Fibre to the Home or SIRO select the middle option Pure FTTH and press apply. Ignore the last option for Pure FTTH SIRO.

Once you press apply, the modem will conduct a scan and will tell you if it concluded successfully or not.

If it failed, please contact our support team on 01 2469000 and press option 2. You can also reach us via e-mail at [email protected].

Change Wi-fi settings to improve wireless signal

1. To view the wireless settings in the Fritzbox, type fritz.box/ into the URL bar of your browser and press enter. You will then be asked to enter a password. The password can be found on the bottom of the fritzbox modem in the top right-hand corner. Enter the password and press LOG IN.

2) On the menu in the left-hand side, press wireless.

By default, the fritz has the 2.4ghz and 5ghz network as one Wi-fi network name. It will auto switch between networks. To split these networks so you will have visibility of both Wi-Fi names, go into the heading for RADIO network.

In the top right-hand corner of this page, you will see three vertical dots, press this, and move the slider to advance view.

Tick the box for ‘different names for the radio network on 2.4 and 5 GHz’.

Modem Info Card

3) Go back to the menu on the left-hand side - under the heading for wireless, press RADIO CHANNEL.

Here you can see a list of Wi-fi networks around you. You can see which channel these networks are set on and you can change your own.

The reason we change the wireless channel settings is because there may be other modems close by from neighbours or businesses using the same wireless channel. When there are multiple people on the same wireless channel it can affect your signal strength and speeds.

Modem Info Card

From the graph, we can see the modem is set to channel 100 and that this modem is the only one using this channel. This should give the modem the best possible speeds available compared to if it was set to channel 36,40, 44 or 48 where we can see 3 other modems are using this channel.

How can I change my wi-fi password

1. To view the wireless settings in the Fritzbox, type fritz.box/ into the URL bar of your browser and press enter. You will then be asked to enter a password. The password can be found on the bottom of the fritzbox modem in the top right-hand corner. Enter the password and press LOG IN.

2) On the menu in the left-hand side, press wireless.

By default, the fritz has the 2.4ghz and 5ghz network as one Wi-fi network name. It will auto switch between networks. To split these networks so you will have visibility of both Wi-Fi names, go into the heading for RADIO network.

In the top right-hand corner of this page, you will see three vertical dots, press this, and move the slider to advance view.

Tick the box for ‘different names for the radio network on 2.4 and 5 GHz’.

Modem Info Card

You can change the Wi-fi name to whatever you want (we recommend you keep 2.4ghz and 5ghz in each network so you can differentiate between them when connecting your devices).

3) You can change your Wi-fi password by selecting the heading for SECURITY under the wireless heading.

Modem Info Card

Edit the box for NETWORK KEY and press apply to change the password.

Am I using the right cable to test my speeds?

Please note that it is important that you are using a cat5e or cat6 cable while testing your speed. If you are using a cat5 cable the maximum speed you will be able to achieve will be limited to 100mb. Cat5e and cat6 cables support speeds of +1000mb. You can identify what cable you are using by looking for the writing along the cable.

Modem Info Card

Figure 1 This cable is labelled CAT 5e meaning it will support up to 1000mb.

Modem Info Card

Figure 2 This cable is labelled CAT 5 meaning it will support up to 100mb.

Troubleshooting slow speeds FTTH/SIRO

Run a WIRED speed test using a cat5e/cat6 LAN cable with the wireless turned off. Make sure the device you are using has a 1GB NIC (this means it supports Fibre high speeds). You can verify this by logging into the Fritz box pressing LAN under the Interfaces heading on the overview page and seeing the LINK speed of what is plugged into the LAN port.

Please note that it is important that you are using a cat5e or cat6 cable while testing your speed. If you are using a cat5 cable the maximum speed you will be able to achieve will be limited to 100mb. Cat5e and cat6 cables support speeds of +1000mb. You can identify what cable you are using by looking for the writing along the cable.

Modem Info Card

Figure 1 This cable is labelled CAT 5e meaning it will support up to 1000mb.

Modem Info Card

Figure 2 This cable is labelled CAT 5 meaning it will support up to 100mb.

Modem Info CardModem Info CardModem Info Card

LAN2shows 1000M meaning this is connected to a device that has a 1GB NIC and you are using a CAT5E/CAT6 cable.

You can check the devices link speed by clicking the heading for WIRELESS LAN under the interfaces heading on the overview page.

This will show you if any of the devices connected to the Wi-fi are dragging the speeds down as the modem can only talk at 1 speed. So, if there is an older/faulty device connected, this could be the cause of a reduction in speeds. You can change the channel settings to see if the link speeds go up. If they do not, disconnect this device from the Wi-Fi and run a speed test on another device. If the speeds go up, the device that had the low link speeds are causing the problem.

Modem Info Card

I need a static IP address for my broadband connection

Contact customer care on 1890 987 550 and ask for a static IP address to be applied. This will cost €100. Please note, a static IP from a former internet service provider will not migrate when moving to a new provider.

My emails won’t send

Since I moved to Pure Telecom, I have been unable to send and receive emails on my device.

  1. Go to your email server settings on the device in question.
  2. Enter Pure Telecom’s email server settings, which are as follows:
    • Outgoing Server Setting: Try smtp.puretelecom.ie or smtp2.puretelecom.ie.
    • Incoming Server Setting: Dependant on ISP. Check settings with your provider.
    Pure Telecom’s server settings on Outlook2016.

    Server settings on Outlook2016.