Your ISP username and password are usually in your welcome email or billing statement

When you sign up for internet service, your ISP sends you login credentials — the username and password you need to connect to the internet on devices like routers and modems. Most people receive these in a welcome email within a few days of service set up, or printed on a sheet that came with your modem. If you cannot find them, your ISP can resend them or look them up using your account number.

The username is often your email address or a variation of it, though some ISPs use account numbers or custom usernames. The password is usually a temporary one you can change after first login. Knowing where to look saves you from a support call and gets your connection working faster.

Key Takeaways

  • Check your welcome email first — most ISPs send login credentials there within days of set up.
  • Look at your first billing statement or any printed materials that came with your modem or router.
  • Log into your ISP's customer portal using your account email and account number if you have those handy.
  • Call your ISP's customer service line with your account number and they can resend credentials or read them to you over the phone.
  • Some ISPs print credentials on a sticker attached to the modem itself, usually on the bottom or back.

Check your email inbox and spam folder first

Your ISP sends welcome information to the email address you provided during signup. Search your inbox for emails from your ISP's name — look for subject lines like "Welcome to [ISP name]", "Your internet service is ready", or "Account set up". The email usually contains your username, a temporary password, and instructions for logging in.

Check your spam or promotions folder if you do not see it in your inbox. ISP welcome emails sometimes get filtered there. If you signed up more than a few weeks ago, scroll back in your email history — the message may have arrived days after you placed the order. If you cannot find the email and do not remember which address you used, move to the next step.

Look at printed materials that came with your equipment

When your modem or router arrived, it may have come with a setup sheet, quick-start guide, or information card. Check the box it came in and any papers inside. Some ISPs print your username and password on a sticker attached directly to the modem — usually on the bottom, back, or side. The sticker may say "PPPoE credentials", "login info", or straightforward list a username and password.

If you threw away the box, check any bills or statements you received in the mail from your ISP. Many include account details and login information on the first bill. Look for a section labeled "Your Account" or "Service Details".

Log into your ISP's online account portal

Most ISPs have a customer portal or account management website where you can view your account details and reset your password. Go to your ISP's main website and look for a link that says "Log in", "My Account", or "Customer Portal". You will usually log in with your email address and account number rather than your PPPoE credentials.

If you do not know your account number, look at a recent bill — it is printed near the top. Once you are logged in, navigate to account settings or service details. Many portals show your PPPoE username and password in a section labeled "Internet Settings", "Connection Details", or "Technical Information". If the portal does not display it, look for an option to reset or resend your credentials.

Call your ISP's customer service with your account number

If you cannot locate your credentials online, call your ISP's customer service number. You can find it on your bill, on the ISP's website, or by searching "[ISP name] customer service phone number". Have your account number ready — it is on any bill or statement you received.

Tell the representative you need your PPPoE username and password. They can read it to you over the phone, email it to you, or reset it so you can create a new one. This usually takes a few minutes. Write down what they give you or ask them to email it so you have it in writing.

Reset your password if you have the username but forgot the password

If you know your username but cannot remember the password, most ISPs let you reset it through their online portal. Go to the login page on your ISP's website and look for a "Forgot password?" or "Reset password" link. You will usually verify your identity using your account number, email address, or the last four digits of the phone number on the account.

After you verify, the ISP will send a reset link to your email or let you create a new password right there. Set a password you can remember — it does not have to be the same as your account password. Once you reset it, you can use the new password to connect your modem or router.

Check if your ISP uses a different login method

Some ISPs do not use traditional PPPoE credentials at all. Newer services sometimes use bridge mode or automatic configuration, meaning you do not need to enter a username and password on the modem. If your ISP told you during setup that you do not need to configure anything, or if your modem connected automatically, you may not have PPPoE credentials to find.

If you are unsure whether your ISP uses PPPoE, call them and ask. They can tell you whether you need credentials or whether your modem is already configured. This saves you time looking for something you may not need.

Frequently Asked Questions

What if I never received a welcome email from my ISP?

Call your ISP's customer service with your account number and ask them to resend the welcome email or provide your credentials over the phone. If you signed up recently, the email may still be on its way — wait a few days before calling. If you used a different email address during signup than you expected, ask the representative to confirm which address is on file.

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

Yes. Most ISPs let you change your PPPoE password through their online customer portal under account or internet settings. You can also call customer service and ask them to reset it. Changing it does not affect your ability to use the internet — you just need to update the password on your modem or router after you change it.

Is my PPPoE username the same as my email address?

Not always. Some ISPs use your email address as the username, but others use your account number, a custom username, or a variation like firstname.lastname@isp.com. Check your welcome email or call your ISP to confirm. Using the wrong format is a common reason connections fail.

What if the sticker on my modem is worn off or unreadable?

Call your ISP's customer service and provide your account number. They can look up your credentials in their system and resend them to you by email or read them over the phone. You do not need the physical sticker — the ISP has the information in their records.

Do I need to remember my PPPoE password after I enter it once?

No. Once you enter your PPPoE username and password into your modem or router, it stays saved. You do not need to enter it again unless you reset the modem or change your password. Write it down or save it somewhere safe in case you need to reconfigure your equipment later.