Where to find your ISP username and password
Your ISP username and password are usually in one of three places: the welcome packet your internet provider sent when you signed up, your online account portal, or a sticker on your modem or router. Most people find them fastest by logging into their provider's website — the same site where you pay your bill — and looking for a section called "Account", "My Services", or "Internet Settings".
If you signed up in person at a store or over the phone, check your email for a confirmation message from your provider. These emails often contain temporary login credentials or a link to set your own. If that email is old or deleted, your provider's website usually has a "Forgot Password" or "Reset Credentials" option that will send you a new one.
The physical welcome packet — usually a folder or envelope with your provider's logo — typically includes a sheet listing your account number, service address, and sometimes your PPPoE username and password printed directly on it. Check any drawers or files where you keep bills or important documents from when you first got internet service.
Key Takeaways
- Your ISP username and password are most often found in your online account portal under a section labeled "Account", "My Services", or "Internet Settings".
- Check your email for the welcome message your provider sent when you signed up — it may contain your credentials or a link to retrieve them.
- Look for the physical welcome packet your provider mailed you, which often has a sheet with your username and password printed on it.
- If you cannot find your credentials anywhere, contact your provider's customer service with your account number and they will reset them for you.
Checking your provider's online account portal
Log into your provider's website using the same username and password you use to pay your internet bill. Once you are logged in, look for a menu option that says "Account", "Services", "My Internet", "Broadband Settings", or "Connection Settings" — the exact wording varies by provider. Click that option and you should see a section for your internet connection details.
In that section, you will usually see your PPPoE username displayed in full. Your password may be hidden behind a "Show" button or a small eye icon — click it to reveal the password. Some providers display only the first few characters of the password for security, in which case you will need to use the "Reset Password" or "Change Password" option to create a new one you can see.
If you cannot remember the password for your provider's website itself, click "Forgot Password" on the login page. Your provider will send a reset link to the email address on file with your account. This is different from your PPPoE credentials — it is the password for managing your account online, not the one you use to connect to the internet.
Locating credentials on your physical modem or router
Look at the bottom or back of your modem — the device your provider installed or that you bought from them. Many modems have a sticker with your account information printed on it, including your PPPoE username and sometimes your password. The sticker usually lists your service address, account number, and a line that says "Username" or "Login" followed by your credentials.
If your modem does not have this information on a sticker, check your router — the separate wireless device, if you have one. Some routers also have account details printed on them, though this is less common. The sticker information is usually the same as what your provider has on file, so you can use it to log into your account portal or contact customer service if you need to reset anything.
Write down the username and password from the sticker before you need them. Stickers can fade or peel off over time, and you may not be able to read them later if your modem is in a hard-to-reach place.
Retrieving credentials from your welcome email or paperwork
Search your email inbox for messages from your internet provider using their company name as the search term. Look for emails with subject lines like "Welcome to [Provider Name]", "Your Internet Service is Active", "Account Confirmation", or "Your Login Information". These emails are usually sent within a day or two of when your service starts.
If you find the welcome email, it may contain your PPPoE username and password directly in the message body, or it may include a temporary password with instructions to log into the provider's website and set a permanent one. Some providers send a separate email with just your username and a link to create your own password.
If you cannot find the email, check any printed materials that came with your modem or router — instruction manuals, quick-start guides, or service set up forms sometimes include your credentials. You can also check your email spam or promotions folder, as welcome messages sometimes get filtered there by mistake.
What to do if you cannot find your credentials anywhere
Contact your internet provider's customer service department. You will need your account number, which is usually on your monthly bill or in any welcome materials. Have your service address ready as well — the provider will use this to verify your account before giving you your credentials.
Customer service can reset your PPPoE username and password and send them to you by email or read them to you over the phone. Some providers also allow you to reset these credentials yourself through their website if you can log in with your account password. The process usually takes a few minutes, and you can start using the new credentials right away.
If you are setting up a new modem or router and need your credentials before you have internet access, call your provider from a phone or use a mobile device on a different network. They can provide your credentials over the phone so you can enter them into your device's setup screen.
Understanding what your ISP username and password are used for
Your ISP username and password are not the same as your account password. The ISP credentials are used only to connect your modem or router to your provider's network — they authenticate your device, not your account. Your account password is what you use to log into your provider's website to pay bills and manage your service.
When you set up a new modem or router, you enter your PPPoE username and password into the device's settings. The device then uses these credentials to connect to your provider's network every time it powers on. If you change your PPPoE password, you will need to update it in your modem or router settings as well, or your device will lose internet connection.
Some providers allow you to have multiple PPPoE usernames and passwords for different devices on your account. If you have more than one modem or router, ask your provider whether you need separate credentials for each one or if you can use the same credentials for all of them.
Frequently Asked Questions
Can I change my ISP username and password myself?
Most providers allow you to change your PPPoE password through your online account portal, usually in the same section where you view your credentials. You may not be able to change your username — some providers require you to contact customer service for that. After you change your password, update it in your modem or router settings, or your internet connection will stop working.
What if my provider's website does not show my PPPoE credentials?
Some providers do not display PPPoE credentials in their online portal. Call customer service with your account number and they will provide them over the phone. You can also ask them to email the credentials to you, though some providers will not do this for security reasons.
Is my ISP username and password the same as my WiFi password?
No. Your ISP username and password connect your modem to your provider's network. Your WiFi password is separate — it protects your wireless network from other people. You set your WiFi password yourself when you first set up your router, and you can change it anytime in your router's settings.
What happens if I forget my PPPoE password and cannot reset it online?
Contact your provider's customer service. They can reset your password and send it to you by email or read it to you over the phone. Have your account number and service address ready. The reset usually takes a few minutes, and you can update your modem or router with the new password right away.
Do I need to write down my ISP username and password, or is it safe to store them online?
You can store them in a password manager like Bitwarden or 1Password, which is more find than writing them on paper. If you write them down, keep the paper in a safe place where only you can access it. You will need these credentials if you ever replace your modem or router, so keeping them somewhere you can find them later is important.