Where your ISP username and password live

Your ISP username and password are almost never something you create yourself. Your internet provider assigns them to you when you sign up, and they send them to you in one of three places: a welcome email, a printed card that came in the mail with your modem, or both. The username is often your account number or email address, and the password is a string of characters you probably never changed.

If you still have that original paperwork or email, you are done — look there first. If not, the fastest way to find them is to log into your account on your ISP's website using your regular account login (the one you use to pay your bill), then look for a section called "Account Settings," "Internet Settings," "PPPoE Password," or "Modem Settings." Different providers label this differently, but it is always there.

Do not confuse your ISP username and password with your WiFi network name and password. Those are two separate things. Your WiFi password is what guests use to connect to your home network. Your ISP username and password are what your modem uses to talk to your internet provider's equipment — you only need them if you are setting up a new modem, replacing one, or troubleshooting a connection problem.

Key Takeaways

  • Your ISP username and password were sent to you when you first signed up, usually in an email or on a printed card that came with your modem.
  • Log into your account on your ISP's website using your regular bill-pay login to find these credentials in a settings section labeled "PPPoE," "Internet Settings," or "Modem Settings."
  • Your ISP username is often your account number or the email address you used to sign up, and the password is a long string of characters you did not create.
  • Your ISP username and password are different from your WiFi network password — you only need them when setting up or replacing a modem.

Check your email for the original welcome message

When you first signed up for internet service, your provider sent you a welcome email with your account details. Search your email inbox (and spam folder) for messages from your ISP with subject lines like "Welcome to [Provider Name]," "Your Internet Account Details," "Account Confirmation," or "Modem Setup Information." The username and password are usually in that first email or in a follow-up message sent within a few days.

If you have changed email addresses since you signed up, or if your provider's email system has purged old messages, this route will not work. Move on to checking your physical mail or logging into your account online.

Look for a printed card or sticker on your modem

When your modem arrived, your ISP often included a small card, label, or sticker with your PPPoE credentials printed on it. Check the box the modem came in, any paperwork that was inside, and the modem itself — some providers print this information on a sticker on the back or bottom of the device. The label usually shows your username, password, and sometimes a PIN or account number.

If you have already thrown away the box and packaging, or if the sticker has worn off or become unreadable, you will need to retrieve this information from your online account instead.

Log into your ISP account online to find your credentials

Go to your internet provider's website and sign in using the same username and password you use to pay your bill online. This is not your PPPoE username and password — this is your account login. Once you are logged in, look for a section labeled "Account," "Settings," "Internet," "Modem," "Connection," or "Technical Details."

Inside that section, you should see a page or tab for "PPPoE Password," "Internet Password," "Modem Settings," or "Connection Settings." This is where your ISP username and password are stored. Some providers show both fields on one page; others hide the password behind a "Show" or "Reveal" button for security. Write down both pieces of information exactly as they appear — usernames and passwords are case-sensitive, and a single wrong character will prevent your modem from connecting.

If you cannot find this section on your provider's website, call their customer service line and tell them you need your PPPoE username and password. Have your account number or phone number ready. They will verify your identity and read the credentials to you over the phone.

What to do if you cannot remember your account login

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

If you do not have access to that email address or phone number anymore, or if you cannot remember your account number, call your ISP's customer service line. Be ready to answer security questions about your account — your billing address, the last four digits of the card you use to pay, or other details from your account history. Once they confirm who you are, they can reset your account password and help you find your PPPoE credentials.

Reset your PPPoE password if you have forgotten it

If you have logged into your account and found your PPPoE username, but the password field is blank or you cannot remember it, most ISPs allow you to reset it from your account settings page. Look for a button or link that says "Reset Password," "Change Password," "Generate New Password," or "Reset PPPoE Credentials." Click it, and your provider will create a new password and display it on the screen — write it down when ready, because you will not see it again.

Some providers do not allow you to reset this password online. If you do not see a reset option, call customer service and ask them to generate a new PPPoE password for you. They will read it to you, and you can use it right away to set up or reconnect your modem.

Frequently Asked Questions

Is my ISP username the same as my account number?

Not always. Some providers use your account number as your username, but others use your email address, a custom username you chose, or a number assigned specifically for PPPoE connections. Check your welcome email or account settings page to see which one your provider uses. If you are unsure, try your account number first — if it does not work, try your email address.

Why does my modem keep asking for my PPPoE username and password?

Your modem needs these credentials every time it connects to your ISP's network. If it keeps asking for them, it usually means the password you entered was wrong, or the connection was interrupted. Double-check that you typed both the username and password exactly as they appear — no extra spaces, correct capitalization, and no typos. If you are still having trouble, reset your PPPoE password through your account settings and try again.

Can I change my PPPoE password to something I will remember?

Yes. Log into your ISP account online, find the PPPoE or Internet Settings section, and look for a "Change Password" or "Reset Password" button. You can usually create a new password that is easier for you to remember. Write it down in a safe place, because you will need it if you ever set up a new modem or move to a different home.

What if my ISP website does not show a PPPoE password section?

Not all providers display this information online. If you cannot find it after checking Account Settings, Internet Settings, and Modem Settings, call your ISP's customer service line. They can read your username and password to you over the phone, or they can reset your password and email it to you.