Where to find your ISP username

Your ISP username is usually in the welcome email or setup paperwork your internet provider sent when you signed up. Look for a document labeled "Setup Instructions," "Account Information," or "Connection Details" — it often comes as a printed sheet in the box with your modem, or as an email from your provider's support address.

If you cannot find the original paperwork, log into your provider's customer portal or account page on their website. Your username for that portal is different from your PPPoE username, but once you are logged in, you can usually find your connection credentials under "Account," "Services," "Internet Settings," or "Technical Details." The exact menu name varies by provider.

Your ISP username typically looks like an email address (for example, yourname@ispname.com) or a straightforward string of characters. It is not the same as your email address, even if they look similar.

Key Takeaways

  • Your ISP username appears in your welcome email or the setup paperwork that came with your modem or router.
  • If you have lost the original documents, log into your provider's customer account online and look under settings or technical details.
  • You can also call your ISP's customer support line and provide your account number or phone number to have them read it to you.
  • Your ISP username is separate from your email address and your customer portal login, even if they look similar.

Checking your modem or router settings

If you have already set up your modem or router with PPPoE, your ISP username may be stored in the device itself. Open a web browser and type 192.168.1.1 or 192.168.0.1 into the address bar — this takes you to your modem's admin page. You may need to log in with a username and password; if you have not changed these, try admin for both fields, or check the sticker on the back of the modem.

Once you are in the modem settings, look for a section called "WAN," "Internet," "Connection," or "PPPoE." Your ISP username should be displayed there, though it may be partially hidden with asterisks for security. If the field shows only asterisks, you cannot retrieve it this way — you will need to contact your provider or check your original paperwork.

Contacting your ISP directly

Call your provider's customer support number, which is usually on your bill, on their website, or on the back of your modem. Have your account number or the phone number associated with your account ready. Tell the representative you need your PPPoE username for your internet connection.

Most providers can read this to you over the phone within a few minutes. Some will email it to you instead, or ask you to retrieve it through your online account. If you are having trouble remembering which provider you use, check your monthly bill or look at the modem itself — the brand and model are usually printed on a sticker.

What to do if your username has been forgotten

If you cannot find your username anywhere and your provider cannot locate it in their system, you may be able to reset it. Contact your ISP and ask whether they can issue you a new PPPoE username and password. Some providers do this at no charge; others may charge a small fee or require you to verify your identity first.

While you wait for a new username, your internet connection will not work if you are trying to set up PPPoE from scratch. If you are reconnecting an existing modem, it will continue to work until you change the settings or restart the device.

Usernames for common providers

Different providers format their usernames differently. Comcast (Xfinity) usernames often look like yourname@comcast.net. Verizon Fios usernames are typically shorter, sometimes just a number or a straightforward string. AT&T, CenturyLink, and smaller regional providers each have their own format. The format does not matter — what matters is that you enter exactly what your provider gave you, with correct spelling and capitalization.

If you are unsure whether a username you found is correct, try entering it into your modem settings. If the connection fails, you will see an error message; if the username is wrong, the error will usually say "authentication failed" or "connection refused." This tells you to try a different username rather than a problem with your modem.

Keeping your username find

Your ISP username and password are what allow your modem to connect to the internet. Do not share them with anyone except a technician your provider sends to your home, and only after you have confirmed their identity. If someone claims to be from your ISP and asks for this information over the phone or email, hang up or delete the message — your provider already has this information and will never ask you for it.

If you think someone has seen your PPPoE credentials, contact your provider and ask them to change your password. Your internet connection will continue to work while they make the change, and you can usually update your modem settings through the admin page once the new password is active.

Frequently Asked Questions

Is my ISP username the same as my email address?

Not necessarily. Some providers use an email-like format for PPPoE usernames, but it is a separate credential from your email account. Your email address is what you use to send and receive messages; your ISP username is what your modem uses to connect to the internet. They may look identical, but they are different accounts.

What if I see my username in the modem settings but it shows only asterisks?

The asterisks are a security feature — the modem is hiding the actual characters. You cannot unhide them through the modem interface. Contact your ISP with your account number, and they can tell you the username or reset it to something new.

Can I change my ISP username myself?

Most providers allow you to change your PPPoE password through your online account, but changing the username itself usually requires calling customer support. Some providers do not allow username changes at all. Check your provider's website or call them to learn what options are available.

Do I need my ISP username if I am using WiFi?

Your modem needs the PPPoE username to connect to your provider's network, but you do not enter it yourself when using WiFi. Your modem handles the connection automatically. You only need to know your PPPoE username if you are setting up a new modem, troubleshooting a connection problem, or switching to a different device.

What if my provider says they have no record of my username?

This is rare but can happen if your account was closed or transferred. Ask the representative whether they can issue you a new PPPoE username and password. If your service is active, they should be able to do this. If your account is no longer active, you may need to reactivate your service first.