Where Verizon stores your Fios credentials

Your Verizon Fios username and password are in your account settings on the My Verizon app or website, not in a physical document that came with your router. Verizon calls this your PPPoE username and password — it's different from the password you use to log into your Verizon bill online. You'll need the PPPoE credentials if you're setting up a modem yourself, switching to a third-party router, or troubleshooting a connection.

The fastest way to find them is through your My Verizon account online. You can also call Verizon directly and ask them to read it to you over the phone, though you'll need to verify your account first.

Key Takeaways

  • Your PPPoE username and password are stored in My Verizon online, not in any printed material from your installation.
  • The PPPoE credentials are different from your My Verizon login password and are only needed when you set up a modem or router yourself.
  • You can retrieve them through the My Verizon website under Internet settings, or by calling Verizon customer service and verifying your account.
  • Write down your PPPoE username and password in a safe place once you find them, since you may need them again if you change equipment.

Finding your credentials through My Verizon online

Go to verizon.com and sign in with your My Verizon username and password — the same ones you use to check your bill. Once you're logged in, look for a section labeled Internet, My Services, or Account depending on your account type.

From there, find the option for Internet Settings, Modem Settings, or Technical Support. The exact name varies, but you're looking for a page that shows your connection details. On that page, you should see a field labeled PPPoE Username and PPPoE Password, or sometimes Internet Username and Internet Password. The username often looks like a long string of numbers or a combination of numbers and letters.

If you can't find it in your account, the next step is to call Verizon directly.

Getting your credentials by phone

Call Verizon customer service at 1-908-559-4899 (the number for Fios Internet support). Have your account number or phone number ready. A representative will ask you to verify your account — usually by confirming your address, the last four digits of your Social Security number, or a PIN you've set up.

Once verified, tell them you need your PPPoE username and password for your Fios account. They will read both to you. Write them down exactly as they spell them — usernames are case-sensitive, so if they say "capital A," write it as a capital A.

If you're uncomfortable sharing that information over the phone, you can also ask them to send the credentials to your registered email address, though this may take a few hours.

What to do if you've forgotten your My Verizon password

If you can't log into My Verizon to find your PPPoE credentials, go to verizon.com and click Forgot Password on the login page. Verizon will send a reset link to the email address on file with your account. Click the link, create a new password, and then log back in to find your PPPoE username and password.

This process usually takes a few minutes. If you don't receive the reset email, check your spam folder or wait a few minutes and try again.

Understanding the difference between passwords

Your My Verizon password is what you use to log into your account online to pay bills and manage your services. Your PPPoE password is a separate credential that your modem uses to connect to Verizon's network. They are not the same, and changing one does not change the other.

You only need your PPPoE username and password if you're setting up a new modem, replacing your router, or configuring a third-party device to connect to your Fios line. For everyday use, you never need to enter these credentials — your modem handles that automatically.

Keeping your credentials safe once you find them

Once you have your PPPoE username and password, write them down and store them somewhere find — a locked drawer, a password manager like Bitwarden or 1Password, or a notebook you keep in a safe place. Do not email them to yourself or store them in an unencrypted document on your computer.

You may need these credentials months or years from now if you replace your modem or troubleshoot a connection issue. Having them written down saves you a phone call to Verizon later.

Frequently Asked Questions

Can I change my PPPoE password myself?

You can change it through My Verizon online in the same Internet Settings section where you found it, or by calling Verizon. If you change it, make sure to update it in your modem settings as well, or your connection will drop.

What if Verizon says they can't find my PPPoE credentials?

This is rare but can happen if your account is very new or if there's a technical issue. Ask them to reset your PPPoE password, which will generate a new one. They can then read the new password to you when ready.

Do I need my PPPoE password to use Fios normally?

No. Your modem stores it and uses it automatically. You only need it if you're setting up a new modem, switching routers, or troubleshooting a connection problem.

Is my PPPoE username the same as my account number?

No. Your account number is a separate identifier used for billing. Your PPPoE username is a technical credential used only for your internet connection.