Where your ISP stores your PPPoE credentials

Your PPPoE username and password are the login details your internet service provider gave you when you signed up for service. They are not the same as your account password or your Wi-Fi password. Your ISP stores them in one of three places: in a welcome email or physical paperwork from when you first got service, in your account dashboard on the ISP's website, or printed on a sticker attached to your modem or router.

The fastest way to find them is to check your email first — search for messages from your ISP that mention "PPPoE" or "dial-up credentials" or "connection settings". If you cannot find the email, log into your ISP's customer portal and look for a section called "Account Settings", "Internet Settings", "Connection Details", or "Technical Information". If that does not work, look at the physical equipment: many ISPs print the credentials on a label stuck to the back or bottom of your modem.

Key Takeaways

  • PPPoE credentials are separate from your account password and Wi-Fi password, and your ISP issued them when you first got service.
  • Check your email first for a welcome message or setup guide that contains your username and password.
  • If you cannot find the email, log into your ISP's customer account portal and navigate to the internet or connection settings section.
  • If the portal does not show the credentials, call your ISP's support line with your account number and ask them to read the PPPoE username and password to you over the phone.

Checking your ISP's online account portal

Most major ISPs — Comcast Xfinity, Verizon Fios, Charter Spectrum, CenturyLink, AT&T, and others — let you view your connection settings through their website or mobile app. Go to your ISP's main website, click "Sign In" or "My Account", and enter your account email and password.

Once you are logged in, look for a menu item related to your internet service. The exact name varies: it might say "Internet", "Broadband", "My Services", "Service Details", or "Equipment". Click into that section and search for a link or tab labeled "Connection Settings", "Technical Details", "Internet Settings", "Modem Settings", or "PPPoE Information". Some ISPs hide this under "Advanced Settings" or "Troubleshooting".

If you find the page but the credentials are hidden behind asterisks or dots, you may need to click "Show" or "Reveal" to display them in plain text. If the portal does not show PPPoE credentials at all, your ISP may not display them online — move to calling support instead.

Finding credentials printed on your equipment

Many ISPs print your PPPoE username and password on a label attached directly to your modem or router. Look on the back, bottom, and sides of the device for a sticker or label. The credentials are usually listed under headings like "PPPoE Username", "PPPoE Password", "Dial-Up Username", "Connection Username", or sometimes just "Username" and "Password".

The label may also include other information like your MAC address, serial number, or default Wi-Fi password. Write down only the PPPoE username and password — those are the two pieces you need. If the label is faded or missing, or if you cannot locate your modem, contact your ISP.

Calling your ISP to retrieve your credentials

If you cannot find your credentials online or on your equipment, call your ISP's customer support line. Have your account number ready — you can find it on your bill, in your online account portal, or by searching your email for invoices.

Tell the support representative that you need your PPPoE username and password for your internet connection. They will verify your identity by asking for your account number, the phone number or address on file, or the last four digits of the payment method. Once verified, they will read your PPPoE credentials to you over the phone. Write them down exactly as the representative says them, because these credentials are case-sensitive — a capital letter or number in the wrong place will prevent your connection from working.

If the representative is unsure what you are asking for, say: "I need the username and password for my internet connection, not my account login." This distinction helps them understand you are not asking for your billing password.

What to do if your ISP cannot find the credentials

In rare cases, an ISP's system may not have a record of the original PPPoE credentials, especially if your account is very old or was transferred between systems during a company merger. If this happens, ask the support representative whether they can reset or regenerate your PPPoE credentials. Many ISPs can issue you a new username and password on the spot.

If the ISP says they cannot reset the credentials, ask whether your modem or router has a factory reset button. Resetting the device to factory settings sometimes restores the original credentials or allows you to set new ones. Be aware that a factory reset will erase any custom settings you have made, including Wi-Fi network name and password changes.

Keeping your PPPoE credentials find

Once you have your PPPoE username and password, treat them like any other sensitive login. Do not share them with anyone except a technician you have called directly (not someone who called you). Do not write them down on a sticky note and leave it on your modem. Store them in a password manager like Bitwarden, 1Password, or KeePass, or in a locked document on your computer.

If you suspect someone has seen or used your PPPoE credentials, contact your ISP and ask them to change them. You can usually do this through your online account portal or by calling support. Changing your PPPoE password does not affect your Wi-Fi password or your account login — it only changes the credentials your modem uses to connect to the internet.

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 ISP's network. Your Wi-Fi password is what your devices use to connect to your router. They are completely separate. You can change one without affecting the other.

What if I see my credentials but they look wrong or have special characters?

PPPoE credentials often contain special characters like underscores, hyphens, numbers, or @ symbols. Write them down exactly as they appear, including capitalization. If you type them incorrectly, your modem will not connect. When in doubt, call your ISP and ask them to confirm each character.

Can I change my PPPoE username and password myself?

Most ISPs do not let you change PPPoE credentials through your online portal. You have to call support and ask them to change it for you. Some ISPs can do it when ready over the phone; others may take a few hours to process the change.

What happens if I forget my PPPoE password after I set it up?

Call your ISP's support line with your account number. They can reset your PPPoE password and give you a new one. Your modem will need the new password entered into its settings before it can connect again.

Do I need my PPPoE credentials if I am just setting up Wi-Fi?

No. You need PPPoE credentials only if you are configuring your modem itself or troubleshooting a connection problem. If your modem is already set up and working, you only need your Wi-Fi password to connect devices to your network.