Check your ISP welcome packet or bill

Your PPPoE username and password are usually printed on the paperwork your internet service provider sent when you first signed up. Look for a welcome letter, setup guide, or the envelope that contained your modem. The credentials may be labeled as "PPPoE login," "dial-up credentials," or sometimes just "username and password."

If you kept your original paperwork, this is the fastest place to find them. The username is often your account number or email address, and the password is a string of characters you may not have changed since setup. Check any documents that came with your modem or router as well — some ISPs print login details on a sticker attached to the equipment itself.

Log into your ISP account online

Most ISPs let you view or reset your PPPoE credentials through their customer portal. Go to your provider's website, sign in with your account email and password, and look for a section called "Account Settings," "Internet Settings," "Modem," or "Technical Support." The exact location varies by provider.

Once you find the right section, you should see your PPPoE username displayed. The password is usually hidden for security, but you can request a reset or have it sent to your email. This method works whether you have your original paperwork or not, and it confirms you are looking at the correct credentials for your account.

Key Takeaways

  • Your PPPoE username and password are usually in the welcome packet or setup guide your ISP sent when you first signed up.
  • If you cannot find the paperwork, log into your ISP's customer portal with your account email and look for Internet Settings or Modem Settings.
  • The username is often your account number or email address, and the password is a string of characters assigned at signup.
  • If you have forgotten both your account password and your PPPoE credentials, call your ISP's customer service line — they can verify your identity and reset both.

Call your ISP customer service

If you cannot find your paperwork and do not remember your account password, contact your ISP directly by phone. Have your account number or the phone number associated with your account ready. Customer service can verify your identity and either tell you your PPPoE username and password over the phone or email them to you.

This is the slowest option but the most reliable if you are locked out of your account. Most ISPs have customer service available during business hours, and some offer 24-hour support. The wait time varies, but you should expect to spend 10 to 20 minutes on the call.

Check your modem or router settings

If your modem or router is already connected to the internet, you can sometimes view the PPPoE credentials stored in the device itself. Log into your modem's admin panel by opening a web browser and typing the modem's IP address (usually 192.168.1.1 or 192.168.0.1) into the address bar. You may need to enter a username and password — often "admin" and "admin" or "admin" and the modem's serial number.

Once inside, look for a section called "WAN Settings," "Internet Settings," or "PPPoE." The username should be visible, and the password may be hidden or shown as dots. This method only works if your modem is already online and you can remember the admin login. If you cannot access the modem panel, the other methods above are more practical.

Reset your PPPoE password if you cannot remember it

If you know your username but have forgotten the password, most ISPs let you reset it through their customer portal. Sign in to your account, navigate to Internet Settings or Account Settings, and look for an option to change or reset your PPPoE password. You will usually be asked to create a new password on the spot.

After you reset the password, you will need to enter the new one into your modem or router for the connection to work. The change usually takes effect when ready, but some ISPs may take a few minutes to process it. Write down the new password somewhere safe so you do not lose it again.

What to do if your ISP does not use PPPoE

Not all internet connections use PPPoE. Cable internet, fiber, and some fixed wireless services use different connection types that do not require a username and password. If your ISP told you that you do not have PPPoE credentials, or if you cannot find them after checking all the places above, your connection type may not use PPPoE at all.

Check your ISP's website or call customer service to confirm what type of connection you have. If it is not PPPoE, you will not need these credentials to set up your modem or router. Your ISP can tell you what information you do need instead.

Frequently Asked Questions

What if I lost my paperwork and cannot log into my ISP account?

Call your ISP's customer service line. Have your account number or the phone number on your bill ready. They can verify your identity and reset your account password so you can log in online, or they can tell you your PPPoE credentials directly over the phone.

Is the PPPoE password the same as my ISP account password?

No. Your ISP account password is what you use to log into the customer portal. Your PPPoE password is a separate credential that your modem uses to connect to the internet. They are usually different and are set independently.

Can I change my PPPoE password myself?

Yes, through your ISP's customer portal. Log in to your account, find the Internet Settings or Modem Settings section, and look for an option to change your PPPoE password. You can create a new one when ready, and it will take effect within a few minutes.

What if the modem admin panel asks for a password I do not know?

The modem admin password is different from your PPPoE password. If you do not know it, you can reset the modem to factory settings by holding the reset button for 10 to 15 seconds. This will erase all settings, so you will need to set up the connection again from scratch.

Do I need to write down my PPPoE password?

You only need it once, when you first set up your modem or router. After that, the modem stores it and uses it automatically. Write it down and keep it somewhere safe in case you need to set up a new modem later, or you can retrieve it from your ISP account whenever you need it.