Where to find your ISP login information

Your ISP username and password are usually in the welcome packet your internet provider sent when you first signed up. Look for a sheet labeled "Setup Instructions," "Network Information," or "Connection Details" — it often comes in the same envelope as your modem or router. The credentials may also be printed on a sticker attached to the modem itself, usually on the bottom or back.

If you cannot find the physical paperwork, your provider's website is the next place to check. Log in to your account using your billing username and password (the ones you use to pay your bill), then look for a section called "My Services," "Internet Setup," "Technical Details," or "Connection Information." Some providers like Comcast, Verizon, and AT&T put this information in your account dashboard under internet settings.

If you still cannot locate it, call your ISP's customer service line. Have your account number ready — it is on your bill. Tell them you need your PPPoE username and password for your internet connection. They will either read it to you over the phone or email it to the address on file. This usually takes a few minutes.

Key Takeaways

  • Your PPPoE username and password are most likely in the setup paperwork your ISP sent when you first got internet service, or printed on a sticker on your modem.
  • Log into your ISP's customer account online and look for sections labeled "Internet Setup," "Connection Details," or "My Services" to find the credentials.
  • If you cannot find them anywhere, call your ISP's customer service with your account number and ask for your PPPoE login information.
  • Do not share your PPPoE username and password with anyone except a technician your ISP sends to your home, and change them if you think someone else has seen them.

Check your modem or router for a sticker

Many modems and routers have a label on the bottom or back that lists network information. Look for text that says "PPPoE Username" or "Internet Username" and "PPPoE Password" or "Internet Password." The label may also show your Wi-Fi network name and Wi-Fi password, which are different things — make sure you are reading the right line.

If the sticker is worn, faded, or missing, the information was probably recorded in your setup paperwork instead. Check any documents that came in the box with your modem, or ask your ISP to send you a replacement label or email the information to you.

Log into your ISP account online

Go to your internet provider's website and click "Sign In" or "My Account." Use your billing username and password — the same ones you use to pay your internet bill. Once you are logged in, look for a menu option related to your internet service.

The exact location varies by provider. Comcast (Xfinity) users should look under "Internet" or "Services." Verizon Fios users should check "My Fios" or "Internet Settings." AT&T users should go to "My Services" or "Internet." CenturyLink, Spectrum, and other regional providers usually have a "Technical Support" or "Connection Details" section. If you cannot find it, use the search function on the website and search for "PPPoE" or "internet username."

What to do if you forgot your billing password

If you cannot remember the password you use to log into your ISP account, click "Forgot Password" on the login page. Your provider will send a reset link to the email address on file or ask you to answer security questions. Once you reset it, you can log in and find your PPPoE credentials.

This process usually takes a few minutes. If you do not have access to the email address on file, call your ISP's customer service and they can verify your identity another way and help you reset your account password.

Call your ISP if you cannot find it anywhere else

Have your account number ready — it is printed on your monthly bill. Call your ISP's customer service number, which is also on your bill or on their website. Tell the representative you need your PPPoE username and password for your internet connection.

The representative will verify your identity by asking for your account number, the phone number or address on file, or the last four digits of the payment method. Once verified, they will read your credentials to you or email them to the address on your account. Write down what they tell you or save the email in a safe place.

Keep your PPPoE credentials find

Your PPPoE username and password control your internet connection. Do not share them with anyone except a technician your ISP sends to your home to fix your modem or router. If a technician needs them, ask to see their ID badge first.

If you think someone else has seen your PPPoE password — for example, if a visitor saw it written down or you typed it in front of someone — contact your ISP and ask them to change it for you. Most providers can do this in a few minutes. You can also change it yourself through your online account if that option is available, though not all providers offer this.

Frequently Asked Questions

Is my PPPoE password the same as my Wi-Fi password?

No. Your PPPoE username and password connect your modem to your ISP's network. Your Wi-Fi password is what you use to connect your phone, laptop, or other devices to your home network. They are separate. If you see both on a modem sticker, make sure you are using the right one.

Can I change my PPPoE password myself?

Some ISPs let you change it through your online account, but not all. Log into your account and look for "Internet Settings," "Security," or "Change Password." If you do not see that option, call your ISP and ask them to change it for you. They can do it over the phone in a few minutes.

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

This is rare but can happen if your account was set up a long time ago or if there was a system error. Ask the representative to reset your internet connection, which will generate new PPPoE credentials. They can then send the new ones to you by email or read them over the phone.

Do I need my PPPoE password to set up a new router?

Yes. When you set up a new modem or router, the setup wizard will ask for your PPPoE username and password. Have this information ready before you start. If you do not have it, you will not be able to complete the setup.

What should I do if I wrote down my PPPoE password and now I cannot find the paper?

Contact your ISP and ask them to email it to you or read it over the phone. Do not leave written passwords lying around — if you need to write it down, store it in a locked drawer or a password manager app instead.