Where to find your PPPoE credentials

Your PPPoE username and password come from your internet service provider, not from your router. Most providers send these in a welcome email or printed sheet when you sign up for service. If you still have that paperwork, look for a section labeled "PPPoE Login," "Internet Login," or "Connection Details" — the username often looks like an email address or a string of numbers, and the password is usually a temporary one you can change later.

If you cannot find the original paperwork, the fastest way is to call your ISP's customer service number (usually on your bill or their website) and ask for your PPPoE credentials. Have your account number ready — you can find it on your bill or in your online account portal. The representative will either read them to you over the phone or email them within a few minutes.

Some providers let you view or reset your PPPoE password through their online account portal. Log in with your regular customer account (not your PPPoE account), look for a section called "Internet Settings," "Connection Details," or "Manage Services," and you may see the option to view or change your PPPoE password there.

Key Takeaways

  • Your PPPoE username and password come from your ISP, usually in a welcome email or printed sheet when service starts.
  • If you cannot find the original credentials, call your ISP's customer service with your account number and they will provide them.
  • Many providers let you view or reset PPPoE credentials through your online account portal under Internet Settings or Connection Details.
  • PPPoE credentials are different from your customer account login and are needed only when setting up or resetting your modem.
  • If you change your PPPoE password, you must update it in your modem settings or you will lose internet connection.

Checking your ISP's online account portal

Log into your ISP's website using the username and password you use to pay your bill — this is your customer account, not your PPPoE account. Once logged in, look for a menu option like "My Services," "Internet," "Manage My Account," or "Settings."

From there, find a subsection for connection details, internet settings, or modem configuration. Some providers bury this under "Advanced Settings" or "Technical Details." When you find it, you should see your PPPoE username displayed and an option to view or reset your PPPoE password. Write down both exactly as they appear — spaces, capitalization, and special characters all matter.

What to do if your ISP cannot locate your credentials

If customer service cannot find your PPPoE credentials in their system, it usually means the account was set up a long time ago and the records were archived, or there was an error during initial setup. Ask the representative to generate new PPPoE credentials for you — most providers can do this in real time or within a few hours.

While you wait for new credentials, your internet will not work if your modem needs to reconnect. If that happens, ask the ISP to temporarily bridge your modem (put it in bridge mode) so you can still use the internet while they sort out the credentials. Once you have the new username and password, enter them into your modem's settings and restart the modem to reconnect.

Entering PPPoE credentials into your modem

Once you have your username and password, you need to enter them into your modem so it can connect to your ISP. Open a web browser and go to 192.168.0.1 or 192.168.100.1 (the exact address is usually printed on the modem itself). Log in with the modem's admin username and password — if you have not changed these, they are often "admin" and "admin" or "admin" and the modem's serial number.

Look for a section called "WAN Settings," "Internet Settings," "Connection," or "PPPoE." You will see two fields: one for PPPoE username and one for PPPoE password. Type in the credentials your ISP provided, making sure there are no extra spaces before or after. Click Save or explore, and the modem will restart and attempt to connect.

If the modem does not connect after a few minutes, double-check that you typed the credentials exactly right — even a single wrong character will cause the connection to fail. If they are correct and the modem still will not connect, restart the modem by unplugging it for 30 seconds, plugging it back in, and waiting three to five minutes for it to fully boot.

Resetting a forgotten PPPoE password

If you know your PPPoE username but have forgotten the password, you cannot reset it through your modem — you must go through your ISP. Call customer service or log into your online account portal and look for a "Reset Password" or "Change Internet Password" option under your connection settings.

When you reset the password through the portal, write down the new one when ready. Then go into your modem settings and update the PPPoE password field with the new one. Save the changes and let the modem restart. If you do not update the modem within a few minutes, your internet will drop because the modem will be trying to connect with the old password.

Troubleshooting connection problems after entering credentials

If you entered your PPPoE credentials correctly but the modem still shows no internet connection, the problem is usually one of three things: a typo in the credentials, an issue with your modem, or a problem on your ISP's network.

Start by logging back into the modem and checking the PPPoE username and password fields character by character — copy them from your ISP's email or portal and paste them in rather than typing by hand, since even a space or capital letter in the wrong place will break the connection. If they match exactly, restart the modem and wait five minutes. If it still does not connect, call your ISP and tell them you have entered the correct credentials but the modem is not connecting — they can check their end to see if there is a network issue or if your account needs to be reset on their side.

Keeping your PPPoE credentials find

Your PPPoE username and password control your internet connection, so treat them like you would treat a password to your email or bank account. Do not share them with anyone except a technician from your ISP, and do not write them down on a sticky note next to your modem.

If you suspect someone else knows your PPPoE password, log into your ISP's account portal and change it when ready. You will then need to update the new password in your modem settings within a few minutes or your internet will drop. Most ISPs let you change your PPPoE password as often as you want, so there is no harm in changing it periodically for security.

Frequently Asked Questions

Is my PPPoE password the same as my customer account password?

No. Your customer account password is what you use to log into your ISP's website to pay your bill. Your PPPoE password is a separate credential that your modem uses to connect to the internet. They are set independently and can be different.

What if I never received PPPoE credentials when I signed up?

Call your ISP's customer service and ask them to send your PPPoE credentials to your email or generate new ones. Some providers do not send these automatically, especially if you signed up online or by phone. The representative can provide them when ready or within a few hours.

Can I change my PPPoE password myself?

Yes, through your ISP's online account portal under Internet Settings or Connection Details. After you change it, you must update the new password in your modem settings within a few minutes, or your internet will stop working.

What happens if I enter the wrong PPPoE password in my modem?

Your modem will not connect to the internet. The lights on the modem may show a connection attempt, but you will have no internet access. Log back into the modem and correct the password, then restart the modem to reconnect.

Do I need to know my PPPoE credentials to use WiFi?

No. PPPoE credentials are only needed to set up or reset your modem. Once the modem is connected, you connect your devices to the WiFi network name and password (which are different from PPPoE credentials and are usually printed on the modem or in your router settings).