Where AT&T stores your PPPoE credentials

Your AT&T username and password for internet setup are not the same as your AT&T account login. They are PPPoE credentials — a separate set of numbers and characters that your modem uses to connect to AT&T's network. AT&T sends these to you when you first set up service, but most people file them away and forget where.

The fastest way to find them is to check the paperwork that came with your modem or in your first AT&T bill. Look for a sheet labeled "Network Setup Information," "Internet Setup," or "Modem Configuration." Your username usually starts with letters followed by numbers, and your password is a string of characters that looks random.

If you cannot find the physical paperwork, you can retrieve your credentials from your AT&T account online or by calling customer service. Both routes take less than ten minutes.

Key Takeaways

  • Your PPPoE username and password are printed on the setup sheet that came with your modem or in your first bill — check those documents first.
  • You can view your credentials by logging into your AT&T account at att.com, navigating to your internet service, and looking for "Network Setup" or "Modem Settings."
  • If you have changed your password since setup, AT&T customer service can reset it to the original or generate a new one over the phone.
  • Write down your PPPoE credentials and store them somewhere safe — you will need them if you replace your modem or reconfigure your network.

Retrieving credentials from your AT&T online account

Log into your AT&T account at att.com using your regular AT&T username and password — the ones you use to pay your bill. Once you are logged in, look for a section labeled "Internet" or "My Services." Click on your internet service to open the details page.

On that page, find a link or tab for "Network Setup," "Modem Settings," "Technical Support," or "Internet Setup Information." The exact label varies depending on your account type and when you signed up. Click it, and your PPPoE username and password should appear on the screen. You may need to click a button to reveal the password if it is hidden by default.

If you do not see this option in your account, your service may be older or set up under a different account type. Move to the phone method instead.

Getting credentials by phone from AT&T customer service

Call AT&T customer service at 1-800-288-2020 for internet support. Have your account number or phone number ready — they will ask for it to pull up your account. Tell the representative you need your PPPoE username and password for your modem setup.

The representative will read both to you over the phone. Write them down exactly as they spell them — usernames and passwords are case-sensitive, and a single wrong character will prevent your modem from connecting. Ask the representative to spell out any letters that sound similar, like "L" and "I" or "O" and "zero."

If you have changed your password since your service started and cannot remember the original, the representative can reset it to a new one on the spot. They will give you the new password when ready.

What to do if you have forgotten your password

If you changed your PPPoE password at some point and cannot remember it, you cannot reset it yourself through your online account. Call AT&T customer service at 1-800-288-2020 and ask them to reset your PPPoE password. They will generate a new one and read it to you.

The new password will take effect within a few minutes. If your modem is already connected, it may disconnect briefly while the change processes. You will need to enter the new password into your modem settings to reconnect.

Entering your credentials into your modem

Once you have your username and password, you need to enter them into your modem so it can connect to AT&T's network. The exact steps depend on your modem model, but the general process is the same.

Open a web browser on a computer or phone connected to your modem's Wi-Fi. Type 192.168.0.1 or 192.168.100.1 into the address bar — one of these will open your modem's settings page. Log in using the modem's default username and password, which is usually printed on a sticker on the back of the modem (often "admin" and "motorola" or "admin" and "password").

Look for a section called "Internet Setup," "WAN Settings," "Connection Settings," or "PPPoE." Enter your AT&T username and password exactly as they were given to you, including capital letters and special characters. Save the settings. Your modem will restart and attempt to connect.

Checking that your connection is working

After you enter your credentials, your modem will restart and try to connect to AT&T's network. This usually takes two to five minutes. Look at the lights on the front of your modem — when the internet light turns solid green or blue, the connection is active.

If the light stays red or orange, or if it blinks, the connection failed. The most common reason is a typo in your username or password. Go back into your modem settings and double-check both, character by character. If they are correct and the connection still fails, restart your modem by unplugging it for 30 seconds, then plugging it back in.

If the connection still does not work after a restart, call AT&T customer service at 1-800-288-2020 and have them check whether your account is active and whether there are any issues on their network.

Keeping your credentials safe

Once you have your PPPoE username and password, write them down and store them in a safe place — a locked drawer, a password manager, or a notebook you keep at home. Do not email them to yourself or store them in an unencrypted file on your computer.

You will need these credentials if you replace your modem, if you move and take your service with you, or if you need to reconfigure your network after a power outage. Having them written down will save you a phone call to customer service.

Do not share your PPPoE credentials with anyone unless they are setting up your modem on your behalf. These credentials are different from your AT&T account password, but they still control access to your internet connection.

Frequently Asked Questions

Is my PPPoE password the same as my AT&T account password?

No. Your AT&T account password is what you use to log into att.com and manage your bill. Your PPPoE password is a separate credential that your modem uses to connect to AT&T's network. They are different strings of characters and are not connected to each other.

What if AT&T says they cannot find my credentials?

This usually means your account is very old or was set up under a different service type. Ask the representative whether your service uses PPPoE at all — some AT&T internet services use a different connection method that does not require a username and password. If your service does use PPPoE, ask them to generate a new set of credentials for you.

Can I change my PPPoE password myself?

Not through your online account. You can only change it by calling AT&T customer service at 1-800-288-2020. They will reset it to a new password and read it to you over the phone. Write it down when ready and update it in your modem settings.

Do I need my PPPoE credentials if I use AT&T's provided modem?

AT&T's provided modems usually come pre-configured with your credentials already entered. You should not need to enter them yourself. However, if you replace the modem or reset it to factory settings, you will need to enter them again.

What happens if I enter the wrong password into my modem?

Your modem will not be able to connect to AT&T's network. The internet light will stay red or orange and blink repeatedly. Check your username and password for typos — they are case-sensitive — and try again. If you are still stuck, call AT&T customer service to confirm your credentials are correct.