Your ISP sends these credentials when you first sign up, usually in email or on paper

Your ISP username and password are the login details your internet provider gave you to connect to their network using PPPoE (Point-to-Point Protocol over Ethernet). They are not the same as your online account password — the one you use to pay your bill or check your account balance. The ISP credentials live in your modem or router settings and rarely change unless you ask your provider to reset them.

Most people receive these credentials in one of three places: an email from your ISP when you first signed up, a printed card or letter that came in the mail with your modem, or both. If you still have that original paperwork or email, that is your fastest path. If not, your ISP can look them up by your account number or phone number.

Key Takeaways

  • ISP username and password are separate from your online account login and are used only to connect to your provider's network through PPPoE.
  • Check your original signup email, any printed materials that came with your modem, or your ISP's customer portal before calling support.
  • Your ISP can reset or resend these credentials if you have lost them, but you will need to verify your account ownership first.
  • If you are setting up a new modem or router, you may need to enter these credentials manually in the device settings.

Check your email and physical mail first

When you signed up for internet service, your ISP sent your PPPoE username and password in at least one of these formats. Search your email inbox — including spam and promotions folders — for messages from your ISP with subject lines like "Your Internet Setup", "Account set up", "Welcome to [ISP Name]", or "Your Login Credentials". These emails often arrive within hours of signup and may be straightforward to miss.

Look through any physical mail from your ISP as well. Many providers include a setup card, welcome letter, or instruction sheet in the box with your modem. This card typically lists your username and password in plain text or in a section labeled "PPPoE Login" or "Network Credentials". If you have moved or thrown away the original packaging, check a drawer or file where you keep bills and important documents.

Log into your ISP's online account portal

Most major ISPs let you view your PPPoE credentials through their customer portal. Go to your provider's website and sign in with your account email and account password (the one you use to pay bills). Look for a section called "My Account", "Services", "Internet Settings", "Modem Settings", or "Technical Details".

The location varies by provider. Comcast Xfinity users typically find this under Account > Services > Internet > Modem Settings. Verizon Fios users check My Verizon > Account > Internet. AT&T users look in My AT&T > Account > Internet. Charter Spectrum, Cox, and smaller regional providers have similar sections, though the exact path differs. If you cannot find it after a few clicks, the provider's support chat or knowledge base can point you to the right page.

Call your ISP's customer support line

If you cannot locate your credentials online or in your email, call your ISP's customer support number — usually on your bill or on their website. Have your account number and a photo ID ready. Support will verify that you own the account, then either reset your PPPoE password and email it to you, or read it to you over the phone.

This process usually takes 5 to 10 minutes. Some providers reset the password when ready; others may take a few hours to send the email. If you are in a hurry, ask the support agent whether they can read the username to you right away and reset the password on the spot so you can use it when ready. Write down whatever they tell you before you hang up.

What to do if your ISP username and password do not work

If you have entered your credentials into your modem or router and the connection still fails, the problem is usually one of three things: you typed them wrong (they are case-sensitive), your ISP has reset them since you last used them, or your modem needs a restart. Try entering the credentials again, paying close attention to uppercase and lowercase letters.

If that does not work, restart your modem by unplugging it for 30 seconds, then plugging it back in. Wait two minutes for it to fully boot. If the connection still fails after that, call your ISP and ask them to confirm the credentials are active on your account and to reset them if needed. Sometimes a provider deactivates old credentials after a period of inactivity or during a service change.

Where these credentials go in your modem or router

Once you have your username and password, you will need to enter them into your modem or router. Most modern modems handle this automatically if your ISP pushes the settings to them remotely. If you are setting up a new device or switching providers, you may need to enter them manually.

For a modem, log into its admin panel by typing 192.168.0.1 or 192.168.100.1 into your browser, then look for a section called "WAN Settings", "Internet Settings", or "PPPoE". Enter your username and password exactly as your ISP provided them. For a router, the process is similar — access the router's admin panel and find the WAN or Internet settings. If you are unsure where these settings are in your specific device, the modem or router manual or your ISP's support site will show you the exact steps.

Keeping your ISP credentials find

Your PPPoE username and password should be treated like any other sensitive login. Do not share them with anyone except a technician you have called directly (not someone who called you). Do not write them on a sticky note next to your modem where a visitor could see them. If you suspect someone has used your credentials without permission, call your ISP and ask them to reset your password.

Once your modem or router is set up, you do not need to remember these credentials — your device stores them. The only time you will need them again is if you replace your modem, switch to a new router, or your ISP resets them for security reasons.

Frequently Asked Questions

Is my ISP username and password the same as my online account login?

No. Your online account login is what you use to pay your bill and manage your account on your ISP's website. Your ISP username and password are network credentials used only by your modem or router to connect to your provider's service. They are separate and often different.

Can I change my PPPoE username and password myself?

Most ISPs do not let you change these credentials through your online portal. You will need to call your ISP's support line and ask them to reset your password. Some providers may allow you to change it through their modem's admin panel, but this varies by provider.

What happens if I forget my ISP username and password?

Call your ISP with your account number and photo ID. They will verify your identity and either reset your password and email it to you, or read both your username and a new password to you over the phone. The process takes a few minutes.

Do I need these credentials if I am renting a modem from my ISP?

Usually not. If your ISP owns and manages the modem, they push the settings to it remotely and you do not need to enter anything. You only need these credentials if you are using your own modem or router, or if your ISP asks you to reconfigure the device.

Why does my ISP keep resetting my PPPoE password?

Some ISPs reset credentials periodically for security reasons, or after you have been inactive for a long time. If this happens frequently, call your ISP and ask whether there is a security issue on your account or whether you can request a longer password expiration window.