Your ISP username and password are usually in your welcome email or billing statement

When you sign up for internet service, your provider sends your login credentials in one of three places: an email within the first few days of service, a printed letter in the mail with your modem, or both. The email is fastest to find — search your inbox for the sender's name (Comcast, Verizon, Charter, AT&T, or whoever your provider is) and look for words like "username", "login", or "account credentials". The physical letter often arrives in the same package as your equipment and lists the credentials on the back or inside a separate card.

If you cannot find either, your provider's website is the next place to check. Log in to your account using your email address and the password you created during signup — this is different from your PPPoE password. Once you are in your account dashboard, look for a section called "My Services", "Internet Settings", "Modem Settings", or "Technical Support". Most providers display your PPPoE username and password there, sometimes labeled as "Network Name and Password" or "Modem Credentials".

Key Takeaways

  • Your ISP username and password arrive by email or in the mail with your modem within the first week of service.
  • Logging into your provider's website with your account email and password lets you view your PPPoE credentials in the settings section.
  • If you have changed your password since signup, your provider can reset it to the default and send you the new one by email or phone.
  • Your modem's label or sticker sometimes shows a default username and password, though your ISP's credentials usually override it.
  • Calling your provider's customer service is the fastest way to retrieve lost credentials if you cannot find them online.

Check your email for the welcome message from your provider

The welcome email is the easiest source because it usually arrives within 24 to 48 hours of your service set up. Search your email inbox (including spam and promotions folders) for messages from your ISP's domain — for example, @comcast.net, @verizon.com, @charter.com, or @att.com. The subject line often says "Welcome", "Account Activated", "Your Internet Service is Ready", or "Login Credentials".

Open the email and look for a table or section labeled "Internet Login Information", "PPPoE Credentials", "Network Access", or "Modem Setup". The username is usually a long string of characters (often your account number plus letters), and the password is a separate field. Write both down exactly as they appear — usernames and passwords are case-sensitive, and a single wrong character will prevent your modem from connecting.

If you cannot find the email, check whether your provider sent a separate email for each service (one for internet, one for phone, one for TV). Some providers split credentials across multiple messages. If you still cannot locate it after searching thoroughly, move to your online account or call customer service.

Log into your provider's website to view your credentials

Go to your ISP's main website and click "Sign In", "My Account", or "Log In". Use the email address you provided during signup and the password you created — this is your account password, not your PPPoE password. If you have forgotten your account password, click "Forgot Password" and follow the reset link sent to your email.

Once you are logged in, look for a menu item or tab called "Internet", "Services", "My Services", "Settings", "Modem", "Network", or "Technical Support". The exact name varies by provider. Click it and you should see a section showing your internet connection details. This section often displays your PPPoE username and password, sometimes with an option to show or hide the password. Some providers label this section "Modem Credentials", "Network Access", "Internet Login", or "Connection Settings".

If you cannot find this section on the main dashboard, try looking under "Account Settings", "Billing", or "Support". Some providers bury it one or two clicks deeper. If your provider's website does not display PPPoE credentials online, you will need to call customer service or check your physical welcome materials.

Look at your modem's label or the paperwork that came with it

Your modem has a sticker on the back or bottom that lists a default username and password. This default is usually something generic like "admin" and "admin" or a combination printed on the label. However, this default is often not the same as your ISP's PPPoE credentials — the modem label shows the password for accessing the modem's settings page, not for connecting to the internet.

The paperwork that came with your modem (or in the same box) may include a separate card or sheet with your actual PPPoE username and password. This is usually a small card with your account number and login information printed on it. Check the inside of the modem box, the instruction manual, and any loose papers before assuming the modem label is your answer.

If you find credentials on the modem label and they do not work when you enter them into your router or computer, those are modem access credentials, not PPPoE credentials. Go back to your email or your provider's website to find the correct ones.

Call your provider's customer service to retrieve or reset your credentials

If you have searched your email, checked your online account, and reviewed your paperwork without success, calling your provider is the fastest way forward. Have your account number ready — you can find this on any bill or in your online account. Call the customer service number on your bill or on your provider's website.

Tell the representative that you need your PPPoE username and password. They will verify your identity (usually by asking for your account number, phone number, or the last four digits of your Social Security number) and then either read the credentials to you or email them to the address on file. Some providers can also reset your password to a new one and send it when ready.

Ask the representative to email the credentials to you so you have them in writing. If they only read them aloud, write them down carefully and double-check each character before hanging up — one mistake will prevent your connection from working.

What to do if your password has been changed since signup

If you changed your PPPoE password after your initial setup and cannot remember the new one, your provider can reset it. Log into your online account and look for a "Reset Password", "Change Credentials", or "Internet Settings" option. Some providers let you reset your PPPoE password yourself from this menu; others require a phone call.

If you cannot reset it yourself online, call customer service and ask them to reset your PPPoE password. They will send you a temporary password by email or text, or they will set a new one and read it to you over the phone. Write down the new password exactly as given and use it when ready, because some providers' temporary passwords expire after a few hours.

Frequently Asked Questions

Is my PPPoE password the same as my account password?

No. Your account password is what you use to log into your provider's website or app. Your PPPoE password is what your modem uses to connect to the internet. They are separate credentials, and you need the PPPoE password to set up your modem or router.

What if I cannot find my username and password anywhere?

Call your provider's customer service number. They can look up your credentials in their system and send them to you by email or read them over the phone. Have your account number ready to speed up the process.

Can I change my PPPoE username and password myself?

Most providers let you change your PPPoE password through your online account settings, though some require you to call. You usually cannot change your username — it is tied to your account and assigned by your provider.

Why does my modem label show different credentials than my email?

The modem label shows the default password for accessing the modem's settings page (the admin panel), not your PPPoE credentials. Your PPPoE username and password come from your provider and are what your modem uses to connect to the internet. Use the credentials from your email or online account, not the modem label.

Do I need to write down my PPPoE password, or can I just look it up each time?

Write it down or save it somewhere find. You will need it when you set up a new modem, switch routers, or troubleshoot connection problems. Keeping a copy in a password manager or a find note is safer than searching for it every time.