Where to find your ISP login credentials

Your ISP username and password are usually in the welcome packet your internet provider mailed you when you first signed up. Look for a sheet labeled "Internet Setup," "PPPoE Credentials," "Connection Information," or "Network Setup." The username often looks like an email address or a string of numbers and letters; the password is separate from your account password.

If you cannot find the physical paperwork, log into your ISP's customer portal using your account email and account password — the ones you use to pay your bill. Once logged in, look for a section called "Internet Settings," "Modem Settings," "Connection Details," or "Technical Information." Most providers display your PPPoE username and password there, sometimes behind a "Show" button or a security warning.

If the portal does not show these credentials, or if you do not remember your account password, call your ISP's customer service line. Have your account number ready — it is on your bill. Tell them you need your PPPoE username and password for your modem setup. They will verify your identity and read them to you over the phone.

Key Takeaways

  • Your PPPoE username and password came in your original welcome packet from your ISP, usually on a sheet labeled "Internet Setup" or "Connection Information."
  • If you lost the paperwork, log into your ISP's customer portal with your account credentials and look for "Internet Settings" or "Connection Details."
  • Your ISP username and password are different from your account login — do not confuse the two.
  • If you cannot find them online, call your ISP's customer service with your account number and they will provide them when ready.

Check your modem or router label

Some ISPs print your PPPoE credentials on a sticker attached to the back or bottom of your modem or router. Look for a label with small text that includes "Username," "Password," "PPPoE," or "Internet Login." The sticker may also show your Wi-Fi network name and Wi-Fi password, which are different things — make sure you are reading the right line.

If the label is there but faded or unreadable, take a photo with your phone's flashlight on and zoom in. If there is no label on the device, your ISP may not have printed the credentials there, and you will need to use one of the other methods.

What to do if you changed your password

If you changed your PPPoE password yourself and cannot remember the new one, you will need to reset it through your ISP's customer portal or by calling customer service. The reset process varies by provider — some let you change it when ready in the portal, while others require a phone call.

When you reset the password, write down the new one when ready and store it somewhere safe, like a password manager or a locked drawer. You will need to enter the new password into your modem after the reset, which will temporarily disconnect your internet while the modem reconnects with the new credentials.

Common places ISPs store this information

Different providers organize their customer portals differently. Comcast Xfinity puts PPPoE credentials under "Internet" then "My Equipment." Spectrum usually lists them under "Account" then "Internet." Verizon Fios shows them under "My Fios" then "Network." AT&T U-verse displays them in "My Services" then "Internet."

If you cannot find the section after two minutes of looking, call customer service instead of guessing. They can walk you through the portal or straightforward read the credentials to you, which is faster than hunting through menus.

Why you need these credentials

Your PPPoE username and password are what your modem uses to connect to your ISP's network every time it powers on. When you set up a new modem, replace an old one, or reset your modem to factory settings, you will need to enter these credentials so the modem can authenticate itself and establish your internet connection.

These are not the same as your Wi-Fi password (which you use to connect phones and laptops to your network) or your account password (which you use to log into your ISP's billing website). Confusing them is the most common reason people cannot get their modem to connect.

What to do if your ISP cannot find your credentials

If your ISP's customer service tells you they cannot locate your PPPoE username and password in their system, ask them to reset your internet connection or re-provision your account. This process creates new credentials and usually takes a few minutes. They will then provide you with the new username and password.

In rare cases, very old accounts or accounts that have been inactive may not have credentials on file. If that happens, your ISP will create new ones as part of reactivating your service. This is not a problem — it just means you are starting fresh with new login information.

Keeping your credentials find

Your PPPoE username and password should be treated like any other sensitive login information. Do not share them with anyone except a technician you have called yourself (not someone who called you). Do not write them on a sticky note on your modem where guests can see them.

If you suspect someone else has your PPPoE credentials, call your ISP and ask them to change them. This is different from a Wi-Fi password change — it requires your ISP to update their system. Once changed, your modem will lose connection temporarily and you will need to re-enter the new credentials into the modem settings.

Frequently Asked Questions

Is my PPPoE password the same as my Wi-Fi password?

No. Your PPPoE password is what your modem uses to connect to your ISP. Your Wi-Fi password is what your phone or laptop uses to connect to your modem. They are completely separate. If you only know one, you will need to find the other.

Can I change my PPPoE username and password myself?

Most ISPs do not let customers change PPPoE credentials through the customer portal. You will need to call customer service and ask them to change it for you. Some providers are starting to allow this in their apps, so check your ISP's portal first.

What if I never received a welcome packet?

Log into your ISP's customer portal with your account login and look for internet settings. If that does not work, call customer service with your account number. They can look up your credentials or create new ones if the original ones were lost.

Do I need my PPPoE password to use the internet on my phone or computer?

No. You only need your PPPoE credentials to set up or reset your modem. Once the modem is connected, you use your Wi-Fi password to connect your devices. The PPPoE password stays in the modem and you do not need it again unless you replace the modem.

What happens if I enter the wrong PPPoE password into my modem?

Your modem will not be able to connect to the internet and will show a connection error. The lights on the modem may blink red or stay off. Once you enter the correct password, the modem will reconnect within a few minutes.