Your ISP username and password are in your account paperwork or online account portal

Your ISP username and password (also called PPPoE credentials) are not the same as your WiFi password. They authenticate your modem directly to your internet service provider's network. You'll find them in one of three places: the welcome packet your ISP mailed when you signed up, your online account portal, or by calling your ISP's customer service line.

Most people never need these credentials after their modem is first set up. But if you're replacing your modem, troubleshooting a connection, or setting up a new router, you'll need them. The good news: they don't change unless you deliberately reset them, so if you found them once, you can find them again the same way.

Key Takeaways

  • Your ISP username and password are printed in the welcome materials your provider mailed you when service started, usually on a card or in a setup guide.
  • If you've lost the physical paperwork, log into your account on your ISP's website using your billing username and password to find your PPPoE credentials.
  • Your ISP customer service line can look up your PPPoE username and password over the phone if you can verify your account ownership with a phone number or account number.
  • The username is often your account number or email address followed by your ISP's domain; the password is a string of characters you did not create yourself.

Check your original welcome packet or setup materials

When your ISP first installed service, they sent you a welcome packet in the mail. This packet usually contains a small card or printed sheet with your PPPoE username and password already filled in. Look for a card labeled "Internet Setup," "Network Setup," "Modem Setup," or "Connection Information." The credentials may also be printed on a sticker attached to your modem itself.

If you still have these materials, the username and password are right there. Write them down or take a photo before you need them. If you've moved or thrown out the packet, move to your online account portal — that's usually faster than calling.

Log into your ISP's online account portal

Most major ISPs (Comcast Xfinity, Charter Spectrum, Verizon Fios, AT&T, Cox, Frontier, and others) let you view your PPPoE credentials through their website or mobile app. Go to your ISP's main website and look for a link that says "My Account," "Account Login," or "Sign In." Log in using your billing username and password — the same ones you use to pay your bill online.

Once you're logged in, look for a section called "Internet," "Modem," "Equipment," "Network," or "Connection Details." The exact name varies by provider. Click into that section and you should see your PPPoE username and password listed. Some providers hide this information one level deeper, under "Advanced Settings" or "Technical Details." If you can't find it after a few clicks, the next step is to call.

Write down both the username and password exactly as they appear — including capital letters, numbers, and special characters. These credentials are case-sensitive, meaning uppercase and lowercase letters are different.

Call your ISP's customer service line

If you don't have your welcome packet and can't find the credentials in your online account, call your ISP's customer service number. You'll find this number on your monthly bill, on your ISP's website, or by searching "[Your ISP name] customer service phone number."

When you call, have your account number or the phone number associated with your account ready. The representative will verify your identity and then read your PPPoE username and password to you over the phone. Ask them to spell out any letters or numbers you're unsure about, and write everything down before you hang up. Some representatives will also email the credentials to you if you ask.

Understand what your ISP username and password look like

Your PPPoE username is usually one of these formats: your account number (a long string of digits), your email address, or your account number followed by @[your ISP's domain]. For example, a Comcast customer might see something like "12345678@comcast.com" or just "12345678." A Verizon customer might see "verizon.net" appended to their account number.

Your PPPoE password is a random string of letters, numbers, and sometimes special characters. It's not a password you created — your ISP generated it and assigned it to your account. It will look something like "aB7$kL2mN9pQ" or similar. This is different from your WiFi password, which you may have set yourself or which your ISP assigned but which is usually easier to remember.

If you're unsure whether you have the right credentials, check the format against your ISP's documentation or ask the customer service representative to confirm what you've written down.

What to do if you've forgotten your online account password

If you can't log into your ISP's website to find your PPPoE credentials, you'll need to reset your account password first. On your ISP's login page, look for a link that says "Forgot Password," "Reset Password," or "Can't Sign In." Click it and follow the prompts — you'll usually be asked to verify your identity using your account number, phone number, or email address.

Your ISP will send you a password reset link via email or text message. Click the link, create a new password, and then log back into your account. Once you're in, you can find your PPPoE credentials as described above. This process usually takes a few minutes.

Frequently Asked Questions

Is my ISP username and password the same as my WiFi password?

No. Your PPPoE username and password authenticate your modem to your ISP's network. Your WiFi password is what you use to connect devices to your home network. They are completely separate. You need the PPPoE credentials only when setting up or replacing your modem.

Can I change my PPPoE username and password myself?

Most ISPs do not let you change these credentials through your online account portal. If you want to change them, call your ISP's customer service line and ask. Some providers allow it; others do not. There's usually no reason to change them unless you suspect someone else has access to them.

What if my ISP says they don't have a record of my PPPoE credentials?

This is rare but can happen if your account is very old or if there was a system error. Ask the representative to generate new credentials for you. They can do this over the phone and will provide you with a new username and password when ready. You'll then use these new credentials in your modem setup.

Do I need my PPPoE credentials to change my WiFi password?

No. You change your WiFi password by logging into your modem's admin panel (usually at 192.168.0.1 or 192.168.1.1 in your browser) or through your ISP's app. You do not need your PPPoE credentials for this. You may need your modem's admin password, which is often printed on the modem itself or in your welcome packet.

What if I'm setting up a new modem and don't have the original one?

You still need your PPPoE username and password, but not the old modem. When you set up the new modem, it will ask for these credentials during the initial configuration. Follow the steps above to find them, then enter them into your new modem's setup screen. The modem will connect to your ISP's network once the credentials are correct.