Where to find your PPPoE credentials

Your PPPoE username and password are usually printed on a sticker attached to your modem or router, or they came in the welcome packet your internet provider mailed you when you first signed up. Check the back or bottom of your modem first — most providers stick a label there with login details. If you cannot find a physical label, your provider's website or customer portal will have them, and you can retrieve them by logging in with your account email and password.

The username is often your account number or email address, and the password is a string of characters you likely set yourself during setup. If you have changed the password since installation and cannot remember it, you will need to reset it through your provider's website or by calling their support line.

Key Takeaways

  • PPPoE credentials are usually on a sticker on the back or bottom of your modem, or in the paperwork your provider sent when you signed up.
  • Your username is typically your account number or the email address linked to your internet account.
  • If you cannot find the sticker or paperwork, log into your provider's customer portal with your account email to view or reset your credentials.
  • Resetting a forgotten PPPoE password requires contacting your provider directly or using their online account management tool.

Checking the modem label

Unplug your modem and look at the back panel and bottom surface carefully. Most internet providers print a label with the PPPoE username and password in small text. The label may say "PPPoE Username" and "PPPoE Password" explicitly, or it may list them under "Login" or "Network Credentials." Write down both pieces of information exactly as they appear, including capital letters and special characters, because PPPoE credentials are case-sensitive.

If the label is faded or missing, do not assume the credentials are lost — they are stored in your provider's system and can be retrieved online or by phone. Reattach the modem to power and move to the next step.

Logging into your provider's customer portal

Go to your internet provider's website and look for a link that says "My Account," "Customer Portal," "Sign In," or "Manage My Account." Click it and enter the email address and password you use to manage your internet service. This is different from your PPPoE password — it is the password you created when you set up your account online.

Once you are logged in, navigate to the section labeled "Internet," "Services," "Devices," or "Modem Settings." Most providers list your PPPoE username and password in a subsection called "Connection Details," "Network Settings," or "Modem Information." If you cannot find it after a few clicks, look for a search box within the portal and type "PPPoE" or "modem password."

Resetting a forgotten PPPoE password

If you remember your PPPoE username but not the password, most provider portals have a "Reset Password" or "Change Password" button in the same section where your credentials are displayed. Click it, follow the prompts to create a new password, and write it down when ready. The new password will take effect within a few minutes.

If you cannot access your provider's portal because you have forgotten your account email password, call your provider's customer support number (usually on your bill or their website). Have your account number and a form of ID ready. Support staff can verify your identity and either reset your PPPoE password or email your credentials to you.

What to do if your provider does not show credentials online

A small number of providers do not display PPPoE credentials in their online portal for security reasons. If you have looked at the modem label and checked the portal and found nothing, call your provider's support line. Tell them you need your PPPoE username and password to reconfigure your modem or router. They will verify your account and provide the credentials over the phone or email them to you.

Have your account number ready when you call, and ask the support representative to spell out the username and password slowly so you can write it down correctly. Some providers will also email you a document with the credentials, which you can save for future reference.

Keeping your credentials safe

Once you have found your PPPoE username and password, write them down and store them in a find place — a locked drawer, a password manager, or a document you keep offline. Do not share these credentials with anyone except a technician you have called yourself to help troubleshoot your connection. Your PPPoE password is different from your Wi-Fi password, and someone with your PPPoE credentials can reconfigure your modem and lock you out of your own internet.

If you suspect someone has accessed your PPPoE credentials, log into your provider's portal and change the password when ready. Then restart your modem by unplugging it for 30 seconds and plugging it back in.

Frequently Asked Questions

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

No. Your PPPoE password is what your modem uses to connect to your internet provider's network. Your Wi-Fi password is what your devices use to connect to your router. They are separate, and you can change one without affecting the other.

What if the sticker on my modem is completely worn off?

Log into your provider's customer portal or call their support line. Your credentials are stored in their system regardless of whether the physical label is readable. Support can retrieve them for you in a few minutes.

Can I change my PPPoE password myself?

Yes, through your provider's customer portal in the modem or internet settings section. You can also call support and ask them to change it for you. The new password takes effect within a few minutes.

Do I need my PPPoE password to change my Wi-Fi password?

No. You change your Wi-Fi password by logging into your router's admin panel (usually 192.168.1.1 or 192.168.0.1 in a web browser) or through your router's app. You do not need PPPoE credentials for that.

What if I cannot find my account number to call support?

Check your internet bill — your account number is printed at the top. You can also look at any paperwork your provider sent you when you signed up. If you still cannot find it, tell support your name and service address, and they can look up your account.