Where to find your ISP login credentials

Your ISP username and password are usually in the welcome packet your internet provider sent when you signed up, or in an email from them. If you still have that paperwork, look for a sheet labeled "Setup Information," "Account Details," or "Network Configuration." The username often looks like an email address (such as yourname@isp.com) or a string of numbers and letters assigned by the company.

If you cannot find the original paperwork, your provider's website is the fastest way to retrieve them. Log in to your account using your billing username and password — the ones you use to pay your bill — and look for a section called "Internet Setup," "My Services," "Account Details," or "Technical Support." Most providers let you view or reset your PPPoE credentials from there without calling.

Some providers also print these credentials on your modem or router itself, usually on a sticker on the back or bottom. Check there before you contact support.

Key Takeaways

  • Your ISP username and password are separate from your billing login and are used only to connect to the internet through PPPoE.
  • Check your original welcome packet or setup email first — these almost always contain your PPPoE credentials printed or listed.
  • Log into your provider's customer portal using your billing username and password to view or reset your internet login details online.
  • If you cannot find them anywhere, call your ISP's technical support line with your account number or phone number on file, and they can send you a reset link or new credentials by email.

Logging into your provider's customer portal

Go to your ISP's website and look for a "Log In," "My Account," or "Customer Portal" link, usually in the top right corner. Enter the username and password you use to manage your billing — not your internet credentials. Once you are logged in, navigate to sections with names like "Services," "Internet," "Account," or "Technical Support."

Look for a link or button that says "View Network Details," "Internet Setup," "Modem Settings," "PPPoE Credentials," or "Connection Information." Some providers bury this under "Troubleshooting" or "Advanced Settings." If you cannot find it after a few minutes of looking, the support chat or phone number on the website can point you to the exact page.

Resetting your PPPoE password online

Most providers let you reset your internet password from the same portal where you view it. Look for a "Reset Password," "Change Password," or "Manage Credentials" button near where your username is displayed. Click it, follow the prompts, and the new password will usually take effect within a few minutes.

Write down the new password somewhere safe — a password manager, a locked document, or a physical notebook kept in a drawer. Do not email it to yourself or store it in an unencrypted text file on your computer, since anyone with access to your email or computer could then access your internet connection.

Calling your ISP if you cannot find them online

If you cannot locate your credentials through the website or your old paperwork, call your ISP's technical support line. Have your account number or the phone number associated with your account ready. Tell them you need your PPPoE username and password for your internet connection.

Support can usually email you a reset link or send new credentials to the email address on file within a few minutes. Some providers will read them to you over the phone, though most prefer to send them by email so you have them written down. Ask them to send the credentials to an email address you check regularly, and ask them to confirm the email address before they send.

What to do if your provider does not use PPPoE

Not all internet connections use PPPoE. Cable internet (from providers like Comcast or Charter) and fiber internet (from some providers like Verizon Fios) often use DHCP instead, which means your modem gets an IP address automatically and you do not need a separate username and password to connect.

If you arrived at this page because you are setting up a modem or router and your provider told you that you do not need PPPoE credentials, you probably do not need them. Check your modem's manual or call your provider to confirm which connection type you have. If your provider uses DHCP, you only need the modem's default login (usually printed on the modem itself) to access its settings.

Keeping your PPPoE credentials find

Your ISP username and password should be treated like any other login — do not share them, do not write them on a sticky note on your monitor, and do not use the same password for your internet connection that you use for email or banking. If you suspect someone else has your credentials, reset the password when ready through your provider's website or by calling support.

If you are setting up a guest network on your router, use a different password than your PPPoE credentials. Guest networks use a separate password that you can share with visitors without giving them access to your main internet connection settings.

Frequently Asked Questions

Is my ISP username and password the same as my billing login?

No. Your billing username and password let you pay your bill and manage your account online. Your PPPoE username and password are used only to connect to the internet through your modem. They are separate credentials, though you use your billing login to view or reset your PPPoE credentials.

What if I reset my password but still cannot connect to the internet?

Wait a few minutes for the change to take effect, then restart your modem by unplugging it for 30 seconds and plugging it back in. If you still cannot connect, double-check that you entered the username and password correctly — they are case-sensitive. If the problem continues, call your ISP's technical support line.

Can I change my PPPoE username, or only the password?

Most providers let you reset the password but not change the username itself. The username is usually tied to your account and service address. If you need a different username for a specific reason, contact your provider's support team to ask whether they can issue a new one.

What if my provider's website does not show PPPoE credentials?

Some smaller or regional providers do not display PPPoE credentials in their online portal. Call their technical support line with your account number, and they can email or read the credentials to you. Have a pen and paper ready if they read them aloud.