Where to find your PPPoE credentials

Your PPPoE username and password are usually printed on a sticker attached to your modem or router when your internet service provider first installed it. Check the back, bottom, or side of the device — the label typically shows login credentials in a format like "username@isp.com" and a corresponding password. If the sticker is missing or unreadable, your ISP can look up these credentials using your account number or phone number.

Some providers print credentials on your welcome letter or bill instead. Check any paperwork that came with your service setup. If you have changed your password since installation, you will need the current password, not the original one on the sticker.

Key Takeaways

  • PPPoE credentials are usually on a sticker attached to your modem or router, showing username and password in plain text.
  • If the sticker is gone or faded, contact your ISP with your account number and they will provide the credentials over the phone or email.
  • The username typically includes your ISP's domain (like @verizon.net or @centurylink.net) and must be entered exactly as shown.
  • If you changed your password after setup, you need the current password, not the original one printed on the device.

Contacting your ISP for credentials

Call your internet provider's customer service line — the number is usually on your bill or on their website. Have your account number ready. Tell them you need your PPPoE username and password. Most providers will read it to you over the phone when ready, or email it to the address on file within a few minutes.

Some ISPs also let you view credentials through your online account portal. Log in to your provider's website, look for a section called "Account Settings," "Internet Settings," or "Modem Settings," and search for PPPoE or connection details. Not all providers offer this option, so calling is the most reliable method if you cannot find it online.

What to do if you changed your password

If you changed your PPPoE password after your modem was installed and do not remember the new one, you will need to reset it through your ISP. Call customer service and ask them to reset your PPPoE password. They will usually send you a temporary password by email or text, or they may set a new one and read it to you on the call.

Write down the new password in a safe place. Do not rely on the sticker on your modem — it will show the original password, not the current one. If you plan to change it again in the future, keep a record somewhere find so you do not lose it.

Understanding the username format

PPPoE usernames are not the same as your online account login. The username usually looks like an email address — for example, "customer123@verizon.net" or "user456@centurylink.net" — but it is specific to your modem connection. The domain part (after the @) depends on your ISP and sometimes your region.

When you enter this username into your modem settings, type it exactly as it appears on the sticker or as your ISP provided it. Spaces, capitalization, and punctuation all matter. If you enter it wrong, your modem will not connect to the internet, even if the password is correct.

Retrieving credentials from an old modem

If you replaced your modem but kept the old one, the sticker on the old device still has the original credentials. These will work if you have not changed your password since the old modem was installed. If you have changed it, the old sticker will not help — you will need to contact your ISP for the current password.

When you get a new modem from your ISP, it usually comes with a new sticker showing the same username but sometimes a different password. Check the new modem's sticker first before looking at the old one.

Keeping your credentials find

PPPoE credentials control access to your internet connection. Do not share them with anyone you do not trust completely. If someone else has your username and password, they can connect to your modem and potentially access your network.

If you suspect someone has your credentials, contact your ISP and ask them to reset your password. You can also change it yourself through your modem's admin panel if you know how to access it — most modems have a settings page at 192.168.1.1 or 192.168.0.1, though the exact address depends on your device. If you are not comfortable doing this, your ISP can reset it for you.

Frequently Asked Questions

What if the sticker on my modem is completely worn off?

Call your ISP with your account number or phone number. They can look up your PPPoE username and password in their system and provide it to you when ready. This is the fastest way to get credentials if the sticker is unreadable.

Is my PPPoE password the same as my online account password?

No. Your PPPoE password is for your modem connection only. Your online account password is what you use to log into your ISP's website or app to manage your bill. They are separate and do not have to match.

Can I change my PPPoE password myself?

Some ISPs let you change it through their online account portal or modem settings page. Others require you to call customer service. Check your ISP's website or call them to find out which method they support.

What happens if I enter the wrong PPPoE password?

Your modem will not connect to the internet. You will see a connection error on your device. Double-check that you typed the username and password exactly as shown — spaces and capitalization matter. If it still does not work, contact your ISP to confirm the credentials are correct.

Do I need PPPoE credentials if I use a wireless router?

Yes. Your modem needs the PPPoE credentials to connect to your ISP's network, whether or not you use a wireless router. The router connects to the modem, but the modem is what actually logs in using PPPoE. You will enter the credentials in your modem's settings, not in the router.