Where to find your PPPoE credentials

Your PPPoE username and password are usually printed on a sticker attached to your modem or router, or on the paperwork that came with your internet service. Check the back or bottom of the device first — most ISPs place a label there with login details. If you cannot find a physical sticker, your ISP sent these credentials in an email when you signed up, often titled something like "Your Internet Service Setup" or "Welcome to [ISP Name]".

If you have already thrown away the paperwork and cannot locate the email, your ISP can resend the credentials to you. Call your ISP's customer service number (listed on your bill) and ask them to provide your PPPoE username and password. Have your account number ready — it is usually on your bill or in your online account portal. Most ISPs will verify your identity by asking for the phone number or address on file, then email or read the credentials to you over the phone.

Key Takeaways

  • PPPoE credentials are printed on a sticker on your modem or router, usually on the back or bottom.
  • Check the paperwork or welcome email from your ISP if the sticker is missing or unreadable.
  • Your ISP can resend the username and password if you call customer service with your account number.
  • Do not reset your modem unless you have written down the credentials first, because a factory reset will erase them from the device.

Checking your ISP's online account portal

Many ISPs let you view or reset your PPPoE password through their website or mobile app. Log in to your account using your email address and account password (not your PPPoE password — this is a different login). Look for a section called "Internet Settings," "Modem," "Network," or "Account Details."

Not all ISPs display the PPPoE username and password in their portal — some only let you reset the password. If you can reset it, you can set a new one you will remember, then use that for your modem connection. Write down the new password before you close the page.

What to do if the sticker is worn or unreadable

If the label on your modem is faded or scratched, take a photo of it with your phone's camera in good light — sometimes the text becomes visible in the photo even if you cannot read it in person. If that does not work, try gently cleaning the sticker with a soft, dry cloth.

If the sticker is completely gone and you cannot reach your ISP right away, you can temporarily use a different connection method. Most modems have a reset button that will restore factory settings, but this erases your PPPoE credentials from the device. Only do this if you have the credentials written down somewhere, because you will need to re-enter them after the reset. Resetting should be a last resort — calling your ISP is faster and safer.

Resetting your PPPoE password

If you remember your username but not your password, or if you want to change your password for security reasons, contact your ISP. They can reset it for you, or they can walk you through resetting it yourself in your online account portal. Some ISPs let you set a new password when ready; others send a reset link to your email.

After you change your password, you will need to update it in your modem's settings. Log into your modem's admin panel (usually at 192.168.1.1 or 192.168.0.1 in your web browser) and find the PPPoE or Internet settings section. Enter your username and the new password, then save the changes. Your modem will reconnect to the internet within a few minutes.

What your PPPoE username looks like

PPPoE usernames vary by ISP. Some look like email addresses (for example, yourname@isp.com), while others are a string of numbers and letters with no obvious pattern. A few ISPs use your account number as the username. The username is almost always printed right next to the password on the sticker, so if you find one, the other should be nearby.

Do not confuse your PPPoE username with your email address or your online account login. They are three separate credentials. Your PPPoE username is specifically for connecting your modem to the internet line.

Keeping your credentials safe

Once you have your PPPoE username and password, write them down and store them somewhere find — a notebook in a drawer, a password manager, or a locked file on your computer. Do not share them with anyone except a technician your ISP sends to your home, and do not post them online or in public forums.

If you suspect someone else has your credentials, contact your ISP and ask them to change your PPPoE password. This is different from resetting it — a password change creates a new one that only you know. It takes a few minutes and will disconnect your modem briefly while it reconnects with the new password.

Frequently Asked Questions

Can I change my PPPoE password myself?

Yes, through your ISP's online account portal or by calling customer service. After you change it, you will need to update the new password in your modem's settings. Log into the modem's admin panel, find the PPPoE or Internet section, and enter the new password.

What if my ISP will not give me my PPPoE credentials?

They are required to provide them — these are your login details for your own service. If customer service refuses, ask to speak with a supervisor or try contacting them through a different channel, such as social media or email. Document the date and time you called.

Do I need my PPPoE password to use WiFi?

No. Your PPPoE credentials are only for the modem's connection to your ISP's network. Your WiFi password is separate and is usually on a different sticker on your router, or you can change it in your router's settings.

What happens if I reset my modem without writing down the credentials?

Your modem will go back to factory settings and lose the PPPoE credentials. You will need to call your ISP and ask them to resend the username and password, then re-enter them in the modem's settings before you can connect to the internet again.

Is my PPPoE password the same as my account password?

No. Your account password is what you use to log into your ISP's website or app. Your PPPoE password is what your modem uses to connect to the internet. They are separate and can be different.