Where Verizon stores your PPPoE credentials

Your Verizon username and password for internet setup are not the same as your Verizon online account login. They are PPPoE credentials — a separate set of numbers and characters that your modem uses to connect to Verizon's network. Verizon sends these to you when you first set up service, usually on a sticker attached to your modem or router, or in a welcome packet that arrived with your equipment.

If you still have the physical equipment Verizon gave you, check the bottom or back of the modem first. The sticker will show a username (often a long string starting with numbers) and a password. If you cannot find the sticker or the text has worn away, you can retrieve these credentials through your Verizon account online or by calling Verizon directly.

Key Takeaways

  • Your PPPoE username and password are printed on a sticker on your Verizon modem or in your welcome materials, not in your online account.
  • You can retrieve lost credentials by logging into My Verizon online, navigating to your service details, or calling Verizon customer service.
  • The username is typically a long string of numbers and letters; the password is usually shorter and may contain special characters.
  • If you have a newer Verizon router with built-in modem, the credentials may be in your account under "Broadband" or "Internet" settings rather than on a physical sticker.

Checking your Verizon online account

Log into My Verizon at verizon.com using the username and password you use to pay your bill. Once logged in, look for a section labeled "Internet," "Broadband," "Services," or "Account." The exact name varies depending on whether you have Fios, DSL, or fixed wireless service.

In that section, find the page for your internet service details. You should see a link or button that says "Modem Settings," "Router Settings," "Internet Settings," or "Service Details." Click it. Your PPPoE username and password should appear on that page, sometimes labeled as "Username" and "Password," sometimes as "Login Credentials" or "Connection Details."

If you cannot find this section after looking through your account, write down your account number (visible at the top of your bill) before calling Verizon. Having it ready will speed up the call.

Calling Verizon to retrieve your credentials

Call Verizon customer service at 1-908-559-4899 (for Fios) or 1-800-922-0204 (for other Verizon internet services). Have your account number and the phone number associated with your account ready. A representative will verify your identity by asking for the last four digits of your Social Security number or other account details.

Once verified, tell the representative you need your PPPoE username and password for modem setup. They will read both to you over the phone. Write them down exactly as spoken — usernames especially are long and straightforward to mistype. Ask the representative to spell out any letters you are unsure about.

What to do if you cannot find your credentials

If you have lost the original sticker and cannot retrieve the credentials through your online account or by phone, you may need to reset your modem to factory settings. This erases all settings and returns the modem to the state it was in when Verizon shipped it. After a factory reset, Verizon can send you a new set of credentials or provide them over the phone.

To reset your modem, locate the small reset button (usually recessed into the back or bottom of the device). 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, contact Verizon again to obtain your credentials.

Resetting the modem will disconnect any devices currently using your internet, so do this when you can afford a brief outage.

Understanding the format of your credentials

Verizon usernames for PPPoE are typically long strings of numbers and letters, often 20 to 30 characters. They may look like "1234567890abcdef@verizon.net" or a similar format. The exact structure depends on your service type and account setup. Do not confuse this with your email address or your My Verizon login — they are different.

Your password is usually shorter, between 8 and 16 characters, and may include uppercase letters, lowercase letters, numbers, and symbols like hyphens or underscores. When you enter it into your modem or router, type it exactly as written, including capitalization and special characters. Passwords are case-sensitive, meaning "MyPassword" is different from "mypassword."

Entering your credentials into your modem or router

Once you have your username and password, you will enter them into your modem or router during setup. If your modem is a combined modem-router unit, you may enter the credentials through a web browser by typing your modem's IP address (usually 192.168.1.1 or 192.168.0.1) into the address bar. If you are setting up a separate router, you will enter the credentials during the router's initial setup wizard.

The exact steps depend on your device model. Check the manual that came with your equipment or search for "[your modem model] setup" online. Most modern Verizon equipment will walk you through the process with on-screen prompts.

Frequently Asked Questions

Is my PPPoE password the same as my My Verizon account password?

No. Your PPPoE password is a separate credential used only for modem setup. Your My Verizon password is what you use to log into your billing account online. They are generated separately and do not have to match.

What if the sticker on my modem is partially illegible?

Call Verizon customer service with your account number. They can verify your identity and provide a fresh copy of both your username and password. Do not guess at illegible characters — a single wrong digit will prevent your modem from connecting.

Can I change my PPPoE password after I set up my modem?

Yes, but it is not necessary for normal use. If you want to change it for security reasons, log into My Verizon, navigate to your internet service settings, and look for a "Change Password" or "Reset Credentials" option. Changing it will require you to re-enter the new password into your modem afterward.

What if I enter my credentials and my modem still will not connect?

Double-check that you typed the username and password exactly as provided, including capitalization and special characters. If the credentials are correct, restart your modem by unplugging it for 30 seconds, then plugging it back in. If it still does not connect after restart, contact Verizon to confirm the credentials are active on your account.

Do I need my PPPoE credentials if I use Verizon's router?

If Verizon installed and manages your router, the credentials are already configured in the device and you do not need to enter them yourself. You only need them if you are setting up a new modem or router, or if you are replacing equipment and need to reconfigure it.