Where CenturyLink stores your PPPoE credentials

Your CenturyLink PPPoE username and password are not the same as your online account login. They are separate credentials that your modem uses to connect to CenturyLink's network. CenturyLink stores these in two places: on a sticker attached to your modem, and in your online account portal at centurylink.com.

The sticker method is fastest if your modem is still in front of you. The online portal method works if you have lost the sticker or if your modem has been replaced. Both will give you the exact same credentials.

Key Takeaways

  • Your PPPoE username and password are printed on a white or yellow sticker on the back or bottom of your CenturyLink modem.
  • If you cannot find the sticker, log into your CenturyLink account at centurylink.com, go to My Services, and look for your modem details or broadband settings.
  • The username is usually formatted as a long string of numbers and letters, not your email address or account number.
  • If CenturyLink has replaced your modem, you may need to contact their support line at 1-800-CENTURYLINK to retrieve old credentials or confirm new ones.

Checking the sticker on your modem

Look at the back or bottom of your CenturyLink modem for a white or yellow sticker. This sticker contains several pieces of information: your modem's serial number, MAC address, and most importantly, your PPPoE username and password. The username is usually labeled "PPP Username" or "Username", and the password is labeled "PPP Password" or "Password".

Write down both exactly as they appear, including any capital letters, numbers, or special characters. PPPoE credentials are case-sensitive, so "MyPassword123" is different from "mypassword123". If the sticker is faded or damaged and you cannot read it clearly, do not guess — use the online portal method instead.

Finding credentials through your CenturyLink online account

Go to centurylink.com and sign in with your account email and password. Once logged in, look for a section called "My Services" or "Account" in the main menu. From there, find the option for your broadband or internet service — it may be labeled "Manage My Broadband" or "Internet Settings".

Click into your broadband service details. You should see a section for modem information or connection settings. This section will display your PPPoE username and password. If you do not see this information on the first page, look for a link that says "View Details", "Advanced Settings", or "Modem Information".

If your account portal does not show this information, it may mean your account is set up under a different name or email address, or your service has been transferred. In that case, contact CenturyLink support directly.

What to do if you cannot locate your credentials

If the modem sticker is missing and the online portal does not show your PPPoE credentials, call CenturyLink at 1-800-CENTURYLINK (1-800-236-8879). Have your account number ready — you can find this on your CenturyLink bill or in your online account. Tell the representative that you need your PPPoE username and password for your modem.

CenturyLink support can retrieve your credentials in a few minutes and read them to you over the phone. They may also offer to email them to you or reset them if they have been lost. If your modem is very old or has been replaced, the support team can confirm whether the credentials have changed.

Understanding the format of your PPPoE credentials

CenturyLink PPPoE usernames are typically long strings that look nothing like your email address or account number. A typical username might be something like "user1234567890@centurylink.net" or a series of random characters. The password is usually a separate string of numbers and letters, also unrelated to your account password.

Do not confuse these with your CenturyLink online account login. Your online account uses your email address and a password you created. Your PPPoE credentials are generated by CenturyLink and are used only by your modem to authenticate with their network. If you change your online account password, your PPPoE credentials do not change.

Resetting your PPPoE credentials if they are not working

If you have found your PPPoE username and password but your modem still will not connect, the credentials may have been reset or changed. This can happen if CenturyLink has updated your account, replaced your modem, or if there has been a service interruption. Call CenturyLink support and ask them to reset your PPPoE credentials or issue new ones.

When you receive new credentials, write them down when ready and update your modem's settings. If you are not sure how to enter them into your modem, CenturyLink support can walk you through the steps, or you can consult your modem's manual for the exact menu path to the PPPoE settings.

Keeping your PPPoE credentials find

Once you have your PPPoE username and password, treat them like any other sensitive credential. Do not share them with anyone except a CenturyLink technician who is helping you troubleshoot a connection problem. Do not post them in online forums or take screenshots that include them.

Store them in a safe place — a password manager, a locked drawer, or a find note on your phone. If you suspect someone else has accessed your credentials, contact CenturyLink and ask them to reset them. A compromised PPPoE password could allow someone else to connect to your modem or intercept your connection, so it is worth protecting.

Frequently Asked Questions

Is my PPPoE username the same as my CenturyLink email address?

No. Your PPPoE username is a separate credential generated by CenturyLink for your modem. It may look like an email address (with an @ symbol), but it is not the same as your account email. Check the modem sticker or your online account to see the exact format.

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

Log into your CenturyLink account at centurylink.com and look for your modem details in the My Services section. If that does not work, call 1-800-CENTURYLINK with your account number and ask them to provide your PPPoE credentials.

Can I change my PPPoE password myself?

Most CenturyLink customers cannot change PPPoE credentials through the online portal. If you need to change them for security reasons, contact CenturyLink support and they can reset them for you. You will then need to update your modem with the new credentials.

Do I need my PPPoE password to use WiFi on my home network?

No. Your PPPoE credentials are only for your modem to connect to CenturyLink's network. Your WiFi password is separate and is set up in your modem's WiFi settings. You can change your WiFi password without touching your PPPoE credentials.

What should I do if CenturyLink says they have no record of my PPPoE credentials?

This usually means your service has been inactive, transferred to another account, or your modem is very old. Ask CenturyLink to generate new PPPoE credentials for your account. They can do this in a few minutes and provide them to you when ready.