Where AT&T stores your PPPoE credentials

Your AT&T username and password for internet setup are not the same as your AT&T account login. They are PPPoE credentials — a separate set of numbers and characters that your modem uses to connect to AT&T's network. AT&T prints these on a sticker attached to your modem or gateway device, usually on the back or bottom.

If you still have the physical device, look for a white or yellow label with "Username" and "Password" listed. The username is typically a long string of numbers and letters. The password is usually shorter. Write both down exactly as printed — they are case-sensitive, meaning uppercase and lowercase letters matter.

If you cannot find the sticker or the text has faded, you can retrieve these credentials through your AT&T account online or by calling AT&T support.

Key Takeaways

  • Your PPPoE username and password are printed on a sticker attached to your AT&T modem or gateway, usually on the back or bottom.
  • These credentials are different from your AT&T account username and password — they are only for your modem to connect to the internet.
  • You can retrieve lost credentials by logging into your AT&T account online under "My Services" or by calling AT&T customer service.
  • Type the username and password exactly as shown, including capital letters, because they are case-sensitive.

Checking your AT&T account online

Log into your AT&T account at att.com using your regular account username and password. Once logged in, look for a section labeled "My Services," "Internet," or "Manage My Services." The exact name varies depending on your account type.

In that section, find your internet service and select "View Details" or "Manage." You should see a link or button for "Modem Settings," "Gateway Settings," or "Technical Details." Click it to view your PPPoE username and password. Some accounts display this information directly; others require you to click through one more menu.

If you cannot find these credentials in your online account, the next step is to call AT&T support directly.

Calling AT&T to retrieve your credentials

Call AT&T customer service at 1-800-288-2020. Have your account number ready — you can find it on your AT&T bill or in your online account. Tell the representative you need your PPPoE username and password for your modem setup.

The representative will verify your identity by asking for your account number, phone number, or the last four digits of the Social Security number on file. Once verified, they will read your credentials to you over the phone. Write them down carefully, including capital letters and any numbers that look like letters (such as the number 0 versus the letter O).

Ask the representative to spell out any characters you are unsure about. It is better to ask twice than to enter the wrong credentials into your modem.

What to do if your credentials do not work

If you enter your username and password into your modem and it does not connect, first check that you typed them exactly as shown — uppercase and lowercase letters must match. Copy and paste from your written note rather than retyping to avoid mistakes.

If the credentials are correct but your modem still will not connect, restart your modem by unplugging it for 30 seconds, then plugging it back in. Wait two to three minutes for it to fully boot up. If it still does not work, call AT&T support again and let them know the credentials are not connecting. They may need to reset your account on their end or check whether your service is active.

Resetting a forgotten password

If you have your username but forgot the password, you cannot reset it yourself through your AT&T account online. You must call AT&T customer service at 1-800-288-2020 and request a password reset. The representative will verify your identity and send you a new password, either by email, text, or by reading it to you over the phone.

Some newer AT&T gateways (such as the BGW210 or later models) allow you to reset your PPPoE password through the gateway's web interface at 192.168.0.1, but this requires you to already know your gateway's admin password, which is different from your PPPoE credentials. If you do not have that either, calling AT&T is your only option.

Keeping your credentials safe

Once you have your username and password, write them down and store the note in a safe place — not on a sticky note on your modem. If you move or replace your modem, you will need these credentials again.

Do not share your PPPoE credentials with anyone except a technician you have called yourself. AT&T support will never ask for your password over email or text. If someone contacts you claiming to be from AT&T and asks for these credentials, hang up and call AT&T directly at 1-800-288-2020 to verify.

Frequently Asked Questions

Is my PPPoE password the same as my AT&T account password?

No. Your PPPoE password is only for your modem to connect to AT&T's network. Your AT&T account password is what you use to log into att.com. They are completely separate. If you change one, the other does not change.

Can I change my PPPoE username and password myself?

You cannot change your PPPoE credentials through your AT&T account online. You must call AT&T customer service to request a change. They can issue you new credentials, though there is usually no reason to change them unless you suspect someone has access to them.

What if the sticker on my modem is completely worn off?

Call AT&T at 1-800-288-2020 with your account number. They will look up your credentials in their system and read them to you. This is the only way to recover them if the physical sticker is gone and you do not have them written down elsewhere.

Do I need my PPPoE credentials if I am using AT&T's WiFi gateway?

If AT&T installed their gateway and set it up for you, the credentials are already programmed into the device and you do not need to enter them yourself. You only need them if you are setting up a new modem, replacing the gateway, or moving to a different location and need to reconfigure your connection.