Where CenturyLink stores your PPPoE credentials

Your CenturyLink PPPoE username and password are not the same as your account login. They live in two places: your modem's settings page and your CenturyLink account online. The modem stores them so it can reconnect to the internet automatically. Your account page stores them so you can retrieve them if you forget.

CenturyLink (now Lumen) typically prints these credentials on a sticker attached to your modem when it arrives, or on paperwork that came with your equipment. If you still have that original documentation, the username and password are there. If not, you can pull them from either your modem or your online account in about five minutes.

Key Takeaways

  • Your PPPoE username is usually your phone number or account number followed by @centurylink.net or @lumen.com, depending on your region and service type.
  • The fastest way to find both credentials is to log into your modem's settings page at 192.168.0.1 or 192.168.1.1 using your modem's admin password.
  • If you do not know your modem's admin password, you can reset the modem to factory settings, which will restore the default admin credentials printed on the modem label.
  • Your CenturyLink online account page also displays your PPPoE username and password under Account Settings or Internet Settings, though the password may be masked.
  • Write down your PPPoE credentials and store them somewhere safe separate from your modem, because you will need them if you replace your modem or troubleshoot connection problems.

Accessing your modem's settings page

Open a web browser on any device connected to your CenturyLink network. Type 192.168.0.1 into the address bar and press Enter. If that does not load, try 192.168.1.1 instead. A login page will appear asking for a username and password.

The default username is usually admin and the default password is either admin or motorola (or the brand of your modem — common ones are Technicolor, Arris, or Netgear). Check the sticker on the bottom or back of your modem for the exact default credentials. If you changed the admin password when you first set up your modem, use that password instead.

Once you are logged in, look for a section labeled Internet, WAN, Connection, or PPPoE Settings. The exact name varies by modem model. Your PPPoE username and password will be displayed there. The password may be hidden behind dots or asterisks — if so, look for a Show or Reveal button to display it in plain text.

Resetting your modem if you forgot the admin password

If you do not remember the admin password you set for your modem, you can reset it to factory defaults. This erases any custom settings you made, but restores the default admin credentials so you can log back in.

Locate the small Reset button on the back or bottom of your modem. Use a paperclip or pen to press and hold it for 10 to 15 seconds while the modem is powered on. The lights will flash and the modem will restart. Once it finishes restarting (usually one to two minutes), the admin username and password will be back to the defaults printed on the modem label.

After you log in with the default credentials and find your PPPoE username and password, you can set a new admin password if you want to. Just remember to write it down somewhere safe.

Finding credentials through your CenturyLink online account

Go to centurylink.net or lumen.com (CenturyLink rebranded to Lumen in 2020, so your account may be under either name). Log in with your account username and password — the same ones you use to pay your bill.

Once logged in, look for a section called Account Settings, Internet Settings, My Services, or Manage My Account. The exact label depends on which version of the website you see. Within that section, there should be a subsection for your internet service that displays your PPPoE username. The password may not be shown for security reasons, but if it is, it will be there too.

If you cannot find it on the main account page, try calling CenturyLink customer service at the number on your bill. They can confirm your PPPoE username and reset your password if needed. Have your account number or phone number ready when you call.

Understanding the format of your PPPoE username

CenturyLink PPPoE usernames follow a consistent pattern. Most are your phone number or account number, followed by an @ symbol and a domain. Common formats are 5551234567@centurylink.net or 5551234567@lumen.com. Some older accounts use 5551234567@qwest.net if you were a Qwest customer before CenturyLink acquired them.

A few accounts use your account number instead of your phone number. If you see a username that does not look like a phone number, that is likely your account number. The domain part (@centurylink.net or @lumen.com) tells your modem which server to connect to and should not be changed.

If your username looks different from these patterns, double-check it by comparing what you see in your modem settings to what appears in your online account. They should match exactly, including capitalization and spacing.

What to do if you cannot find your credentials anywhere

If your modem is not responding at 192.168.0.1 or 192.168.1.1, your internet connection may be down. Try connecting a device directly to the modem with an Ethernet cable instead of using WiFi, then try the address again. If the modem still does not respond, unplug it for 30 seconds, plug it back in, and wait two minutes for it to fully restart before trying again.

If you have reset your modem and still cannot log in with the default credentials, the modem may have been customized by CenturyLink in a way that requires their support to unlock. Call CenturyLink at the number on your bill and explain that you need to access your modem settings. They can either provide the correct credentials or walk you through the process.

If you have lost all documentation and cannot reach CenturyLink, you can request a replacement modem. CenturyLink will send you a new one with your PPPoE credentials printed on the documentation that arrives with it. There may be a fee for this depending on your service agreement.

Keeping your PPPoE credentials safe

Once you have found your PPPoE username and password, write them down and store them in a safe place separate from your modem — a locked drawer, a password manager, or a find note app. Do not store them in a text file on your computer or in an email, because those can be compromised if your device is hacked.

Your PPPoE credentials are different from your WiFi password. Your WiFi password protects devices connecting to your network. Your PPPoE credentials authenticate your modem to CenturyLink's servers and should be treated more carefully. Do not share them with guests or post them online.

If you suspect your PPPoE credentials have been compromised, log into your CenturyLink account and change your PPPoE password. The change will sync to your modem within a few minutes. You do not need to reset your modem or call customer service.

Frequently Asked Questions

Can I use my CenturyLink bill payment username and password as my PPPoE credentials?

No. Your bill payment login is separate from your PPPoE credentials. The PPPoE username is usually your phone number or account number followed by @centurylink.net. If you try to use your bill payment password as your PPPoE password, your modem will not connect to the internet.

What if my modem shows a different PPPoE username than my online account?

They should match. If they do not, log into your modem settings and check the exact spelling, capitalization, and spacing. Then compare it character by character to what your online account shows. If there is a real difference, call CenturyLink to confirm which one is correct before you change anything.

Do I need to change my PPPoE password regularly?

No, CenturyLink does not require regular password changes for PPPoE. Change it only if you suspect someone has seen it, if you are replacing your modem, or if you are troubleshooting a connection problem and support asks you to reset it.

Will resetting my modem delete my WiFi password?

Yes. Resetting your modem to factory settings erases all custom settings, including your WiFi network name and password. After the reset, you will need to set up your WiFi again. Your PPPoE credentials will be restored to the defaults, but you will need to create a new WiFi password.

Can I change my PPPoE username?

No. Your PPPoE username is tied to your account and service address. You cannot change it yourself. If you need a different username for technical reasons, contact CenturyLink support to discuss your options.