How to troubleshoot slow Internet speeds

Document created by shaw-fraser on Jun 5, 2012Last modified by shaw-jody on Feb 4, 2019
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Learn how to diagnose the possible causes of slow internet speeds at your home. Internet speeds can occur for a variety of reasons including resource heavy programs, malware, a poor Wi-Fi connection, hardware restrictions and more. To effectively troubleshoot this issue you will need to test various possible causes and then run a speed test from the Shaw website to determine the source of the problem.


Solutions to resolve slow Internet speeds:


Did You Know:


Slow Internet speeds, especially through a WiFi connection, can sometimes be resolved by resetting your Shaw Internet modem. To do this, locate the Internet modem in your home and unplug it from power for 30 seconds and then reconnect it. After a few minutes, your Internet connection will be restored and you can check and re-test your internet speeds at to confirm the solution.           



Solution 1: Confirm the speeds of your Internet Plan

1. Ensure your device is capable of reaching the speeds of your internet plan.
2. Speak with your device manufacturer for potential upgrades or updates to improve speeds.

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Solution 2: Run a speed test

For optimal results while using, we recommend using Mozilla Firefox or Incognito Mode within Google Chrome.


1. Connect your device directly via Ethernet, or stand within 10 feet of your modem and connect to the 5G wireless band
2. Visit
3. Run the speedtest a couple times, and take the average of your speeds

Note: If the issue is primarily occurring while downloading as opposed to browsing the web then be aware that your download speed is also reliant on the source that you are downloading from. This is particularly true when using Torrents as you will be limited by the number of uploaders that are seeding the content, as well as how fast they are able to upload the data to you.

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Solution 3: Reset your system

Resetting the Shaw Modem is the best first step you can take for any connection issues you may be facing. Please follow these steps to reset your Shaw Modem:


  1. Unplug the black power cable on the back of your Internet Modem.
  2. Wait 30 seconds.
  3. Reconnect the power cable.
  4. Restart your computer.
  5. Test your internet connection.


If you have a Wireless Router (common brands for routers include: D-Link, Netgear, Linksys and Belkin) connected to your Shaw Internet Modem, follow the instructions in the following Related link to reset your modem and router.

Related: How to Power Cycle a Shaw Modem and Router

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Solution 4: Check your connections

If your modem is not receiving the proper signal due to signal degradation being present in your household, you may not be able to receive the appropriate Internet speeds. To resolve this, you will want to ensure that your cables are properly connected.

  1. Unplug the power cable from the back of the Shaw Modem.
  2. Unscrew the coaxial cable from the back of the modem and confirm that the cable appears to be in good condition, without any bends or kinks in the line that could indicate damage.
  3. Follow the line back to the cable jack on the wall and determine if the coaxial cable goes into it directly, or if it passes through any other devices, such as a splitter. If a splitter is present, try temporarily bypassing or removing the splitter so the coaxial line can connect directly to your modem.
  4. Reconnect the coaxial and power cables to the back of your Shaw Modem and allow the modem a moment to come back online.
  5. If you are using an ethernet cable to connect your PC to the router, or to connect your modem to a third party router, you can try replacing this cable temporarily in case it has become damaged.


Once the modem is back online, please test the performance again by running a speed test at

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Solution 5: Directly connect to your modem

To get the most accurate speed results you will need to connect one of your computers directly into your Internet modem. This will eliminate the possibility that the issue is related to either a third party router or the quality of your wireless connection (wireless connections typically have less bandwidth than traditional wired connections and are subject to far more interference).

For more information about how to connect your computer directly into the Shaw Modem, please review this document: Directly Connecting Your Computer and Modem

Once the modem is back online, please test the performance again by running a speed test at

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Solution 6: Safe Mode boot (Windows only)

Occasionally, you can experience slow speeds because a program that has been installed on your computer is consuming too many resources or because your computer it has been infected by malware (viruses). By starting your computer in "safe mode with networking" you will be able to accurately assess the impact that programs and malware may be having on your computer. For specific steps for this solution, please click here: Booting your computer in Safe Mode with Networking (Windows)


Once you have booted your computer into safe mode with networking, you can run another speed test at If the results are improved, then it is likely that your computer itself is causing the decreased speeds as a result of a faulty program or malware infection.

Did You Know?


You can find additional troubleshooting tips and tricks with our Internet troubleshooting frequently asked questions.


Learn more: Shaw Internet FAQs

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