Where Verizon stores your login information

Your Verizon username and password for internet setup are not the same as your My Verizon account login. The credentials you need for PPPoE (Point-to-Point Protocol over Ethernet) setup are stored in your account details, but Verizon does not display them prominently on the website or in the mobile app. You will need to retrieve them from your account or contact Verizon directly.

Verizon typically provides these credentials in one of three places: your welcome materials when you first signed up, your online account portal under account settings, or by calling Verizon customer service. If you signed up years ago, the original paperwork may be your fastest source.

Key Takeaways

  • Your PPPoE username is usually your account number or email address followed by @verizon.net, not your My Verizon login.
  • Check your original welcome packet or service agreement first — Verizon prints these credentials on the setup sheet that came with your modem.
  • Log into My Verizon online, go to Account Settings, and look for Internet or Network settings where credentials may be listed.
  • If you cannot find them online, call Verizon at 1-908-559-4899 (for Fios) or your local Verizon number and have your account number ready.
  • Verizon can reset your password when ready over the phone, which is often faster than searching for old paperwork.

Check your original welcome materials first

When Verizon installed your service, they included a setup sheet or welcome packet. This packet contains your PPPoE username and password printed directly on it. Look for a sheet labeled "Internet Setup," "Network Configuration," or "Modem Setup Instructions." The credentials are usually in a box or table on that page.

If you still have this packet, you can skip the rest of this process. The username typically looks like a string of numbers (your account number) or an email address, followed by @verizon.net. The password is a separate string of characters.

If you have moved, thrown away the packet, or cannot locate it, move to the next step. Do not assume the information is lost — Verizon keeps a record in your account.

Log into My Verizon and check Account Settings

Go to verizon.com and sign in with your My Verizon username and password (the login you use to pay your bill). Once logged in, look for "Account" or "Account Settings" in the menu. The exact location varies depending on whether you have Fios or DSL internet.

For Fios customers, go to Account Settings, then look for "Internet" or "Network" settings. Some accounts display PPPoE credentials under "Manage My Services" or "Service Details." For DSL customers, the credentials may appear under "Internet Settings" or "Connection Details."

If you see a field labeled "Username" or "PPPoE Username," that is what you need. The password field may show only asterisks for security, but you can often click "Show" or "Reveal" to display it. If these fields do not appear in your account, your credentials may not be stored in the online portal — move to contacting Verizon.

Call Verizon to retrieve or reset your credentials

If you cannot find your credentials online or in your paperwork, call Verizon customer service. For Fios, call 1-908-559-4899. For DSL or other Verizon internet services, call the number on your bill or search "Verizon customer service" plus your state to find the local number.

Have your account number ready when you call. You can find this on your bill, in the My Verizon app, or on your modem. Tell the representative you need your PPPoE username and password for internet setup. They can read it to you over the phone or reset your password and send you new credentials by email or text.

Verizon can reset your password when ready, which is often faster than searching for old paperwork. The new password will be sent to the email or phone number on file with your account within a few minutes.

What to do if you have forgotten your My Verizon password

If you cannot log into My Verizon in the first place, you will need to reset that password before you can access your account settings. Go to verizon.com, click "Sign In," then click "Forgot Password?" You will be asked to verify your identity using your phone number, email, or account number.

Verizon will send a reset link to your email or a code to your phone. Follow the prompts to create a new My Verizon password. Once you have reset it, you can log back in and look for your PPPoE credentials in Account Settings.

Understanding the difference between usernames

Many people confuse their My Verizon login with their PPPoE username. They are different. Your My Verizon username is what you use to pay your bill online. Your PPPoE username is what your modem or router uses to connect to Verizon's network.

The PPPoE username is usually your account number or an email address, always followed by @verizon.net. It is not the same as your email address or your My Verizon login. If you enter the wrong username into your modem, the internet will not connect, even if the password is correct.

What to do if Verizon cannot find your credentials

In rare cases, Verizon's system may not have your PPPoE credentials on file, especially if your account is very old or was transferred between systems. If this happens, Verizon can generate new credentials for you. The representative will create a new username and password and send them to you when ready.

You can then enter these new credentials into your modem or router. This process usually takes less than five minutes on the phone and solves the problem without requiring you to find old paperwork.

Frequently Asked Questions

Can I use my My Verizon password as my PPPoE password?

No. Your My Verizon password and your PPPoE password are separate. Using one in place of the other will not work. You need the specific PPPoE credentials that Verizon assigned to your account for internet setup.

What if I reset my My Verizon password — does my PPPoE password change too?

No. Resetting your My Verizon password does not affect your PPPoE credentials. They are independent of each other. You can reset your My Verizon password without impacting your internet connection.

Is my PPPoE username always my account number?

Not always. Some Verizon accounts use the account number as the username, while others use an email address. Check your welcome packet or call Verizon to confirm which one applies to your account. The username is always followed by @verizon.net.

Can I change my PPPoE password myself?

You can change it through My Verizon Account Settings if the option is available in your account, or you can call Verizon and ask them to reset it. Not all account types allow self-service password changes, so calling is the most reliable method.

What do I do if my modem says "authentication failed" after I enter my credentials?

Double-check that you entered the username and password exactly as Verizon provided them, including the @verizon.net part of the username. If it still fails, call Verizon and ask them to verify the credentials are correct or reset your password.