Check your account paperwork first
Your ISP username and password are usually in the welcome packet or bill that came when you signed up for service. Look for a sheet labeled "Account Information," "Setup Instructions," or "Internet Access Details." The username often appears as your email address or a name like username@isp.com, and the password may be printed on a separate card or in a sealed envelope.
If you have kept old bills or statements, check those too — some providers print login credentials on every invoice. The information is usually in a box near the top or bottom of the page, sometimes under a heading like "Your Account" or "Technical Details."
Key Takeaways
- Your original welcome packet or first bill almost always contains your PPPoE username and password printed on paper.
- If you cannot find the paperwork, log into your provider's customer portal using your account number and billing email to reset or view your credentials.
- Your ISP's customer service phone line can verify your identity and send your username and password by email or text within minutes.
- Do not assume your PPPoE password is the same as your WiFi password — they are separate credentials for different purposes.
- If you have changed your password since setup, you will need to reset it through your account portal or by calling support.
Log into your provider's online account portal
Most ISPs let you view and reset your PPPoE credentials through their website. Go to your provider's main site and look for a link labeled "My Account," "Account Login," or "Customer Portal." You will need your account number (on your bill) and the email address or phone number associated with your account.
Once you are logged in, look for a section called "Internet," "Modem," "Technical Settings," or "Account Details." Some providers hide this under "Services" or "Manage My Services." The PPPoE username and password should be visible there, or you should see an option to reset them. If the portal does not show the credentials, try searching the help section for "PPPoE" or "modem setup."
Call your ISP's customer service line
If you cannot find the paperwork or access the online portal, call your provider's customer service number — it is on your bill or their website. Have your account number and a form of ID ready. Customer service can verify your identity in a few minutes and either read your credentials to you over the phone or email them to your account email address.
This is the fastest route if you need the information right away. Most providers can send the credentials within a few minutes of the call. Ask them to email it rather than read it aloud if you are setting up a modem or router — you will have a written record to refer to.
Check your modem or router documentation
Some modems or routers come with a setup sheet that includes the PPPoE login information. If your ISP provided the modem, look in the box it came in or check any printed materials that came with it. The credentials may be on a sticker on the device itself, though this is less common.
If you rented the modem from your ISP, the documentation should have been included in the shipment or in your welcome materials. If you bought your own modem, it will not have your ISP credentials — you will need to get them from your provider using one of the methods above.
Reset your password if you have forgotten it
If you changed your PPPoE password at some point and cannot remember it, you can reset it through your account portal. Log in using your account number and email, find the internet or modem settings section, and look for an option to "Change Password" or "Reset Credentials." You will usually be asked to confirm your identity with a security question or a code sent to your email or phone.
After you reset the password, you will need to enter the new one into your modem or router. The modem may need to restart for the change to take effect. If you are not sure how to enter the new credentials into your device, your ISP's support team can walk you through it.
Understand the difference between PPPoE and WiFi passwords
Your PPPoE username and password are not the same as your WiFi password. PPPoE credentials authenticate your connection to your ISP's network — they go into your modem. Your WiFi password protects your wireless network and goes into your router settings. Many people confuse these because they both involve passwords and internet access, but they control different things.
If you are setting up a modem for the first time, you need the PPPoE credentials. If you are connecting a device to your home WiFi, you need the WiFi password instead. Your ISP can tell you the PPPoE username and password; your router's default WiFi password is usually on a sticker on the back of the router, or you can change it through the router's settings page.
What to do if your provider does not have online account access
Smaller or regional ISPs may not offer an online portal. In that case, phone support is your main option. Call the number on your bill and ask for your PPPoE credentials. Have your account number and a piece of ID ready to verify your identity. The representative can read the information to you or email it — ask for email if possible so you have it written down.
If you cannot reach support by phone, some smaller providers accept requests by email through their website. Send a message from the email address associated with your account, include your account number, and ask them to send your PPPoE username and password. Response times vary, but most will reply within one business day.
Frequently Asked Questions
Is my PPPoE password the same as my account password?
Not always. Your account password is what you use to log into your provider's customer portal. Your PPPoE password is a separate credential that authenticates your modem to the ISP's network. They may have been set to the same thing initially, but they can be changed independently. If you reset one, the other does not change automatically.
What if I cannot find my account number?
Your account number is on your monthly bill, usually near the top. If you do not have a recent bill, you can find it by logging into your online account portal — it is displayed on the main page. You can also call customer service and provide your phone number or the address where service is installed; they can look up your account and provide the number.
Can I change my PPPoE password myself?
Yes, through your account portal in most cases. Log in, find the internet or modem settings section, and look for a "Change Password" or "Reset Credentials" option. After you change it, you will need to update the password in your modem settings for the connection to work. If your portal does not offer this option, call customer service and they can change it for you.
What if I get locked out of my account portal?
Most portals have a "Forgot Password" link on the login page. Click it and follow the steps to reset your portal password using your email address or phone number. If you cannot access that either, call customer service with your account number and a form of ID. They can reset your portal access and help you get back in.
Do I need my PPPoE credentials if I am just using WiFi?
No. PPPoE credentials are only needed if you are setting up or troubleshooting your modem's connection to the ISP. If your modem is already set up and working, you only need your WiFi password to connect devices to your home network. You would only need the PPPoE credentials if you had to reconfigure the modem or replace it.