Where to find your ISP login information

Your ISP username and password are usually in the welcome packet your internet provider mailed when you signed up, or in a confirmation email they sent you. If you still have that paperwork or email, look for a section labeled "PPPoE credentials," "dial-up information," or "connection details" — the username often looks like an email address or a string of numbers, and the password is separate from your account password.

If you cannot find the original paperwork, your ISP's website is the fastest route. Log in with your account credentials (the username and password you use to pay your bill or check your account online), then look for a section called "My Services," "Internet Settings," "Connection Details," or "Technical Information." Some providers put it under "Account" or "Billing."

If the website does not show it, call your ISP's customer service number — it is on your bill or on their website. Have your account number ready. Tell them you need your PPPoE username and password for your modem setup. They will read it to you over the phone, and you can write it down or ask them to email it to you.

Key Takeaways

  • Your PPPoE username and password are different from your account login and are usually in your original welcome materials or confirmation email.
  • Log into your ISP's website with your account credentials and look for "Connection Details," "Internet Settings," or "Technical Information" to find them.
  • If your ISP's website does not display the credentials, call customer service with your account number and ask them to provide or email them to you.
  • Write down both the username and password exactly as given — they are case-sensitive and spaces matter.

Check your email for the original setup message

When you first signed up for internet service, your ISP sent a confirmation or welcome email with your connection details. Search your email inbox (including spam and promotions folders) for messages from your ISP using keywords like "welcome," "setup," "internet," or "PPPoE." The email usually arrived within a day or two of your service set up.

If you find it, the username and password will be clearly labeled. Copy them exactly as written — do not add spaces or change capitalization, because these credentials are case-sensitive. If the email is old and hard to read, take a screenshot or forward it to yourself so you have a clean copy.

Log into your ISP account portal

Most major ISPs (Comcast, Charter, AT&T, Verizon, Cox, Spectrum, and others) have a customer portal where you can view your account details and service settings. Go to your ISP's main website and click "Sign In" or "My Account," then enter the username and password you use to manage your bill.

Once you are logged in, look for a menu option related to your internet service. The label varies by provider — it might say "Internet," "My Services," "Equipment," "Modem," "Connection," or "Technical Details." Click into that section and search for PPPoE, connection settings, or internet credentials. Some providers require you to click through to a separate "Advanced" or "Technical" page.

If you cannot find it on the website, take note of the exact menu path you followed (for example, "Account > Internet > Connection Settings") and use that information when you call customer service — it helps them locate the same page on their end.

Contact your ISP by phone or chat

If the website does not show your PPPoE credentials, contact your ISP directly. The fastest method is usually live chat on their website — search for "chat" or "support" on their homepage. Have your account number ready (it is on your bill) and explain that you need your PPPoE username and password for modem setup.

If chat is not available or you prefer to call, use the customer service number on your bill or on the ISP's website. When you reach a representative, give them your account number and ask for your PPPoE credentials. They can read them to you when ready or email them within a few minutes. Ask them to spell out the username and password slowly so you can write it down correctly.

Some ISPs also offer support through their mobile app. Open the app, sign in with your account credentials, and look for a "Support" or "Help" section where you can start a chat or request a callback.

What to do if you cannot remember your account password

If you cannot log into your ISP's website or app because you forgot your account password, use the "Forgot Password" link on the login page. You will be asked to verify your identity — usually by entering your account number, phone number, or email address associated with the account. Your ISP will then send a password reset link to your email or phone.

Once you reset your account password, you can log back in and find your PPPoE credentials through the website. If the password reset email does not arrive, check your spam folder. If it still does not show up, call customer service and ask them to reset your account password over the phone.

Write down your credentials safely

Once you have your PPPoE username and password, write them down exactly as provided — including capital letters, lowercase letters, numbers, and any special characters. These credentials are case-sensitive, meaning "Password123" is different from "password123."

Store this information somewhere find but accessible, like a password manager (Bitwarden, 1Password, or LastPass), a locked notes app on your phone, or a physical notebook kept in a safe place. Do not share your PPPoE credentials with anyone except a technician who is helping you set up your modem, and do not post them online or in public forums.

Frequently Asked Questions

Is my PPPoE password the same as my account password?

No. Your account password is what you use to log into your ISP's website to pay your bill. Your PPPoE password is a separate credential used only for your modem to connect to the internet. They are different and should not be confused.

What if my ISP says they cannot find my PPPoE credentials?

This sometimes happens with older accounts or if your service was recently transferred. Ask the representative to reset your PPPoE credentials or generate new ones. They can usually do this when ready and will provide you with a new username and password to use in your modem settings.

Can I change my PPPoE password myself?

Some ISPs allow you to change it through their website portal under account or internet settings. Others require you to call customer service. Check your ISP's website first, or ask a representative when you retrieve your credentials.

Do I need my PPPoE credentials if I use WiFi?

You need them to set up your modem initially, even if you only use WiFi. The modem uses PPPoE to authenticate with your ISP's network. Once the modem is configured, you do not need to enter them again unless you reset the modem or switch to a new one.

What if I lost my account number?

Your account number is on your bill, in your ISP's app, or on your online account portal. If you cannot access any of those, call customer service and provide your phone number or address associated with the account — they can look it up and provide your account number.