Where your ISP stores your PPPoE credentials

Your PPPoE username and password are usually printed on a sticker attached to your modem or router, or they came in the welcome packet your internet service provider mailed you when you signed up. Check the back or bottom of your equipment first — most providers stick a label there with both pieces of information clearly marked.

If you cannot find a physical sticker or the original paperwork, your ISP's customer portal is the next place to look. You log in with your account credentials (the username and password you use to pay your bill or check your account online), and the PPPoE details are usually listed under a section called "Internet Settings," "Modem Settings," "Connection Details," or "My Services."

The exact name of that section varies by provider. Comcast calls it "Internet Settings" in their Xfinity portal. Verizon lists it under "My Fios" or "Network Settings." CenturyLink and Lumen use "Manage Services." If you cannot find it in the obvious places, the search function in your provider's portal will get you there faster than clicking through menus.

Key Takeaways

  • Your PPPoE username and password are printed on a sticker on your modem or router, or in the welcome materials your ISP sent you.
  • If you cannot locate the physical sticker, log into your ISP's customer portal with your account login and look for "Internet Settings" or "Connection Details."
  • Your ISP's customer service line can reset or resend your PPPoE credentials if you have lost them, and you will need your account number to verify your identity.
  • PPPoE credentials are different from your account login — do not confuse the two, and do not share your PPPoE password with anyone who does not need to configure your modem.

Calling your ISP to retrieve lost credentials

If the sticker is gone and you cannot access the customer portal, call your ISP's customer service number. You will find it on your bill, on your ISP's website, or by searching "[your ISP name] customer service phone number." Have your account number ready — it is usually on your bill or in your online account.

Tell the representative you need your PPPoE username and password. They will verify your identity (usually by asking for your account number, phone number, or the address on file), then read the credentials to you over the phone or email them to you. This process takes about five minutes. Some providers will also reset your PPPoE password if you ask, which is useful if you think someone else knows it.

Understanding what you are looking for

PPPoE credentials look different from your account login. Your account username might be something like "john.smith@email.com" or "jsmith123." Your PPPoE username is usually a long string of characters that includes your account number, a prefix specific to your ISP, and sometimes an @ symbol followed by your ISP's domain. For example, Verizon PPPoE usernames often look like "12345678@verizon.net," while CenturyLink might use "user.12345678@centurylink.net."

The PPPoE password is a separate password from your account password. It is typically 8 to 16 characters and may include numbers, letters, and symbols. If you have changed your account password recently, your PPPoE password did not change — they are stored separately in your ISP's system.

Checking your modem's configuration page

If you have access to your modem but cannot find the sticker, you can sometimes see your PPPoE username in the modem's configuration page. Open a web browser and type "192.168.0.1" or "192.168.100.1" into the address bar. This takes you to your modem's admin panel.

Log in with the modem's default credentials (often "admin" for both username and password, though this varies by manufacturer). Look for a section called "WAN Settings," "Internet Settings," or "Connection." The PPPoE username will be displayed there, though the password is usually hidden for security reasons. If you need the password, you will have to contact your ISP or reset it through their customer portal.

What to do if your ISP cannot find your credentials

Occasionally an ISP's system does not have a record of your PPPoE credentials, especially if you have had the account for many years or if your account was transferred between systems during a company merger. In this case, ask the representative to reset your PPPoE credentials and generate new ones. They can do this when ready and will give you the new username and password right away.

Write down the new credentials and store them somewhere safe — a password manager, a locked document, or a physical notebook kept in a find place. Do not email them to yourself or store them in an unencrypted file on your computer.

Protecting your PPPoE credentials once you have them

Your PPPoE username and password are used to connect your modem to your ISP's network. Anyone with these credentials can reconfigure your modem, change your connection settings, or potentially intercept your traffic. Treat them like you would treat any password.

Do not share them with friends, family members, or technicians unless they absolutely need to reconfigure your modem. If a technician from your ISP visits your home, they should have their own way to authenticate — they should not need your PPPoE password. If someone asks for it over the phone or email, hang up or delete the message and call your ISP directly using the number on your bill.

Frequently Asked Questions

Can I change my PPPoE password myself?

Most ISPs allow you to reset your PPPoE password through their customer portal or by calling customer service. Log into your account, find the Internet Settings or Connection Details section, and look for a "Reset Password" or "Change Credentials" option. If you do not see one, call your ISP — they can reset it for you in seconds.

What if I see multiple usernames in my ISP's portal?

Some ISPs show different connection profiles if you have multiple modems or if your account has been updated over time. The one marked as "active," "current," or "primary" is the one your modem is using right now. If you are unsure which one to use, call your ISP and ask which credentials are for your current modem.

Is my PPPoE password the same as my WiFi password?

No. Your PPPoE password connects your modem to your ISP. Your WiFi password (also called the network key or passphrase) is what you use to connect your phone, laptop, or other devices to your home network. They are completely separate. You can change your WiFi password without affecting your PPPoE credentials.

What happens if I forget my PPPoE password after I set it up?

Your modem will stay connected as long as you do not restart it. If you restart the modem or need to reconfigure it, you will need the password. Call your ISP and ask them to reset it, or log into your customer portal and reset it yourself if that option is available.