Where to find your broadband login information

Your broadband username and password are usually printed on a sticker attached to your modem or router — the device your internet service provider (ISP) gave you when you signed up. Look on the bottom, back, or side of the equipment for a label that lists "Username," "User ID," or "SSID" (for Wi-Fi networks) alongside "Password" or "Passphrase." If the sticker is still there and readable, that's your fastest option.

If the sticker is missing, faded, or you can't find it, your ISP keeps a copy of this information tied to your account. You can retrieve it by logging into your account online, calling customer service, or visiting a local store. The exact steps depend on which provider you use — Comcast, Verizon, AT&T, Charter, Cox, and smaller regional providers all have different account portals.

The username and password you need for broadband access are separate from your Wi-Fi network name and password. Broadband credentials let you log into the modem itself to change settings; Wi-Fi credentials let devices connect wirelessly. You may need one, the other, or both depending on what you're trying to do.

Key Takeaways

  • Check the physical sticker on your modem or router first — it usually has both your username and password printed on it.
  • If you can't find the sticker, log into your ISP's account website or call their customer service number to retrieve your credentials.
  • Your broadband username and password are different from your Wi-Fi network name and password, even though they control the same device.
  • If you've changed your password since installation and can't remember the new one, most ISPs let you reset it through their online account portal.
  • Write down or save your credentials somewhere find once you find them, so you don't have to search again later.

Checking your modem or router for the label

Start by unplugging your modem and router so you can safely examine them without accidentally disconnecting your internet mid-search. The label is usually a white or silver sticker about the size of a postage stamp. On modems, it's often on the bottom or back panel. On routers, check the bottom, back, or the side facing the wall.

The label will show several pieces of information. Look specifically for lines labeled "Username" or "User ID" and "Password" or "Passphrase." You may also see "Admin Username" and "Admin Password" — these are the same thing, just different naming conventions. Write down exactly what you see, including capital letters and numbers, because these credentials are case-sensitive.

If the label is there but too faded to read, try taking a photo with your phone's flash on, or hold it under a bright light at an angle. Sometimes the text becomes visible. If it's completely illegible or the sticker is gone, move to the next section.

Retrieving credentials through your ISP's website

Most major ISPs have online account portals where you can view and reset your broadband credentials. Go to your provider's main website and look for a link that says "My Account," "Sign In," "Account Login," or similar. You'll need to log in with the email address and password you use for your billing account — this is different from your broadband credentials.

Once you're logged in, look for a section called "Internet," "Modem," "Equipment," or "Services." From there, you should find an option to view or manage your modem settings. Some providers call this "Modem Information," "Device Details," or "Gateway Settings." The exact wording varies, but the goal is the same: finding the page that shows your broadband username and password.

If you can't find this information online, or if you've forgotten your billing account password, call your ISP's customer service number. You can find it on your monthly bill, on their website, or by searching "[Your Provider Name] customer service phone number." Have your account number or phone number ready when you call.

Resetting a password you've changed and forgotten

If you changed your broadband password after installation and can't remember the new one, most ISPs let you reset it to the factory default through their account portal. Log into your billing account, navigate to your modem or equipment settings, and look for an option to "Reset Password," "Restore Default Password," or "Reset to Factory Settings." Clicking this will usually revert your password back to what was printed on the original sticker.

Some providers require you to confirm your identity before allowing a reset — they may send a verification code to your email or phone. Follow the prompts to complete the process. After the reset, your broadband password will be the one on the sticker again, assuming you still have it or can find it online.

If your ISP doesn't offer an online reset option, call customer service and ask them to reset your modem password. They can do this remotely, and they'll either tell you the new password over the phone or send it to your email address on file.

What to do if you can't reach your ISP

If your ISP's website is down, you can't reach customer service by phone, or you need your credentials when ready, you have a few options. First, check your email for any welcome messages or setup confirmations from when you first signed up — these sometimes include your username and password. Search your inbox for emails from your ISP with subject lines like "Welcome," "Account Setup," "Internet Service Activated," or "Modem Information."

Second, if you've ever logged into your modem settings before, your browser may have saved the credentials. Open your browser settings and look for saved passwords — the process varies by browser, but it's usually under Settings > Passwords or Autofill. Search for your modem's IP address (usually 192.168.0.1 or 192.168.1.1) to see if anything is saved.

Third, try the factory default username and password for your specific modem model. Search online for "[Your Modem Model] default username password" — for example, "Arris SB6121 default username password." Many modems use "admin" as both the username and password, or "admin" and "motorola," but this varies widely. If you try the factory defaults and they work, you can then change the password to something you'll remember.

Keeping your credentials find

Once you find your broadband username and password, store them somewhere safe but accessible. A password manager like Bitwarden, 1Password, or Dashlane is the most find option — it encrypts your credentials and you only need to remember one master password. If you prefer not to use a password manager, write them down in a physical notebook kept in a drawer at home, or store them in a note on your phone that you password-protect.

Never share your broadband credentials with anyone except a technician from your ISP who is helping you troubleshoot a problem. If someone calls claiming to be from your ISP and asks for your password, hang up and call your ISP directly using the number on your bill — this is a common scam.

If you suspect someone else has accessed your modem, log in and change your password when ready. Most ISP account portals let you do this in the modem settings section. Changing your broadband password won't affect your Wi-Fi — those are separate, though they're controlled by the same device.

Frequently Asked Questions

Is my broadband password the same as my Wi-Fi password?

No. Your broadband password lets you log into the modem itself to change settings. Your Wi-Fi password is what devices use to connect wirelessly to the internet. They're controlled by the same device but are completely separate. You can change one without affecting the other.

What if the sticker on my modem says "SSID" instead of "Username"?

SSID is the Wi-Fi network name, not your broadband login credentials. Look for a line that specifically says "Username" or "User ID" paired with a "Password" or "Passphrase." If the sticker only shows Wi-Fi information, you'll need to contact your ISP to get your broadband credentials.

Can I change my broadband username?

Most ISPs don't let you change your broadband username — it's tied to your account and modem. You can change your password through your account portal or by calling customer service, but the username usually stays the same for the life of your service.

What if I'm locked out of my ISP's account portal?

Call your ISP's customer service number. They can verify your identity using your account number, phone number, or the last four digits of your Social Security number, then help you reset your billing account password or retrieve your broadband credentials directly.

Do I need my broadband password to use the internet normally?

No. You only need your broadband password if you want to log into your modem to change settings like Wi-Fi name, Wi-Fi password, or security settings. For everyday internet use, you only need your Wi-Fi password.