Where to find your PPPoE credentials

Your PPPoE username and password are usually printed on a sticker attached to your modem or router, or included in the welcome packet your internet service provider sent when you first signed up. Check the back or bottom of your modem first — most ISPs place a label there with login details. If you cannot find a physical sticker, log into your ISP's customer account online using your regular account username and password, then look for a section called "Account Settings," "Internet Settings," "Modem Details," or "Technical Information."

If you have changed your PPPoE password since installation and cannot remember it, you will need to reset it through your ISP's website or by calling their customer service line. The phone number is usually on your monthly bill or on the ISP's website. Have your account number ready when you call.

Key Takeaways

  • PPPoE credentials are usually on a sticker on the back or bottom of your modem, or in your welcome paperwork from your ISP.
  • You can also find them by logging into your ISP's customer portal and navigating to account or modem settings.
  • If you have changed your password and forgotten it, contact your ISP directly to reset it — they can verify your identity through your account number.
  • Your PPPoE username is different from your email address or regular account login, even though they may look similar.

Checking your modem label

The easiest place to look is directly on your modem or router. Most modems have a label on the back or underside that lists the default PPPoE username and password. The label may say "PPPoE Username" and "PPPoE Password," or it may use abbreviations like "User" and "Pass." Write down exactly what you see — usernames are case-sensitive, so admin is different from Admin.

If the label is worn, faded, or missing, do not assume the credentials are lost. Your ISP has a record of them and can provide them again. You can also check any paperwork that came with your modem when it was installed — many ISPs include a setup sheet with login details printed on it.

Logging into your ISP's customer account online

Go to your ISP's website and sign in with your regular account username and password — the same one you use to pay your bill or check your account balance. Once logged in, look for a section labeled "My Account," "Services," "Internet," "Modem," or "Technical Support." Some ISPs put this information under "Device Management" or "Connected Devices."

The exact location varies by provider. Comcast Xfinity, for example, lists modem details under "Internet" in the account menu. Verizon Fios shows them under "My Fios" and then "Network." If you cannot find it after checking the main menu sections, use the search function on the ISP's website and search for "PPPoE" or "modem username."

Resetting your PPPoE password if you forgot it

If you changed your PPPoE password at some point and no longer remember it, you cannot reset it yourself through the modem. You must contact your ISP's customer service to request a password reset. Call the number on your bill or visit the ISP's website and look for a "Contact Us" or "Support" link.

When you call, have your account number ready. The ISP will verify your identity by asking for your account number, phone number, or the last four digits of the Social Security number on file. Once verified, they can reset your PPPoE password to the default or to a new password you choose. The reset usually takes effect within a few minutes.

Understanding the difference between account login and PPPoE credentials

Your PPPoE username and password are not the same as your regular ISP account login. Your account login is what you use to pay your bill and manage your account online. Your PPPoE credentials are what your modem uses to connect to the internet itself. They may look similar or even contain your account number, but they serve different purposes.

This distinction matters because if you change one, the other does not change automatically. If you reset your regular account password, your PPPoE password stays the same. If you change your PPPoE password, your account password is unaffected. Keep both written down in a safe place, or store them in a password manager.

What to do if your ISP does not provide PPPoE credentials

Some newer modems and ISP setups do not use PPPoE at all — they use a different connection method called DHCP or they are provisioned automatically by the ISP without requiring you to enter credentials manually. If you cannot find PPPoE information anywhere on your modem label or in your account, contact your ISP and ask whether your connection uses PPPoE. If it does not, you will not need these credentials.

If your ISP says you should have PPPoE credentials but you genuinely cannot locate them, ask the ISP to send you a replacement setup sheet or to display them in your online account. Most providers can do this within one business day.

Frequently Asked Questions

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

Log into your ISP's customer account online using your regular account username and password, then navigate to your modem or internet settings. If that does not work, call your ISP's customer service with your account number and they will provide the credentials over the phone.

Is my PPPoE username the same as my email address?

Not necessarily. Some ISPs use email-style usernames for PPPoE, but many use account numbers or other formats. Check your modem label or account settings to see the exact format your ISP uses. Do not assume they match.

Can I change my PPPoE password myself?

This depends on your ISP. Some allow you to change it through your online account portal, while others require you to call customer service. Check your ISP's website first, or call them to ask how to change it.

What happens if I enter the wrong PPPoE password?

Your modem will not be able to connect to the internet and will show an error or "no connection" status. If this happens, double-check that you typed the username and password correctly — they are case-sensitive — then restart your modem. If it still does not work, contact your ISP to confirm the credentials are correct.