WiFi Connectivity Troubleshooting

Document created by shaw-fraser on Jun 5, 2012Last modified by shaw-jody on Jul 10, 2019
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Understanding the Issue

WiFi problems, such as limited WiFi Internet access, can be a result of poor connections, equipment issues or interference from other devices. Frequent WiFi disconnections and slow speeds can occur when your WiFi network is experiencing interference from other nearby devices, including cordless phones, microwave ovens, garage door openers, and other wireless electronics. Connection problems can also occur when your WiFi Modem is not securely connected or is in a position where it cannot effectively transmit wireless data. If you find that your Shaw WiFi is not working correctly, try the solutions below to resolve your Internet connection issues.




Did You Know?


Many WiFi connectivity issues and Internet connection problems can be resolved by simply unplugging the power cord for the device from the electrical outlet or power bar, waiting a few seconds and then plugging the power cord back in followed by restarting the device. Considering power cycling your device prior to proceeding with the following solutions.


Learn More: Pull the Power to Fix Internet, TV or Phone Issues


Solution 1: Reset the WiFi Modem

Resetting the modem is the best first step you can take for any connection issue you may be facing. To perform a reset of your Shaw Modem, please follow these steps:


  1. Unplug the power cable from the back of the WiFi Modem
  2. Wait 30 seconds
  3. Reconnect the power cable into the back of the Internet modem
  4. Once available to your device, connect to your WiFi network and test to see if the connectivity issues are still present

 Power Cable of WiFi Modem

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Solution 2: Check for Interference

Confirm the Shaw modem is in the best location and check for physical interference.

1. Check the modem is in the most central location in your home (or central to where you use the internet most)
2. Confirm the modem isn’t near other electronics
3. Ensure the modem is within line of sight whenever possible, and isn’t in cupboards or cabinets


Learn More: WiFi Interference

Related: WiFi Interference 

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Solution 3: Confirm Bandwidth Usage

Confirm how many devices are connected to your home WiFi.

1. See how many devices are connected to your home WiFi network
2. Confirm devices aren’t running any bandwidth heavy programs, like streaming or downloading

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Solution 4: Restore the WiFi Modem

This process will restore your WiFi Modem to default settings. This means that if you manually customized the password or network name, those customizations will be reset to the default settings. To find the default network name and password, please find the white sticker on the top or side of the WiFi Modem and refer to the SSID and Passphrase or Pre-Shared Key.


  1. Locate the small pin-hole reset button located on the back of the Shaw WiFi Modem
  2. Push and hold this button down for 15 seconds with a paper clip or pen. This will cause the modem lights to begin to flash, and after a few moments the modem will come back online
  3. Once available to your device, reconnect to your WiFi network and test to see if the connectivity issues are still present


Pin Hole Reset Button on Cisco WiFi Modem


Pin Hole Reset Button SMC WiFi Modem

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Solution 5:  Change the WiFi Channel

Changing the WiFi channel is an effective way of reducing the impact that in-home interference can have on your WiFi network. Interference can be caused by a large variety of devices, including garage door openers, microwave ovens, and cordless phones.

Related: How to Change the Broadcasting Channel on Your Shaw WiFi Modem

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Solution 6: Position of your WiFi Modem

Another way to improve your WiFi access is to place your WiFi Modem in an open, central area of your home, ensuring that you are evenly distributing your WiFi signal throughout the footprint of your home. If you are experiencing issues where certain rooms or floors of your home are not able to connect to your network, try moving your modem into a more centralized location.


Range of WiFi Network

Related: WiFi Interference

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Solution 7: Update/Reset your WiFi Adapter (Advanced)

Your ability to connect to your WiFi network is dependent on your computer having an installed WiFi adapter. Some WiFi adapters are internally installed in your computer, while others are an external device that connects into one of your computer’s available USB ports. If you are having difficulty with your WiFi connection then this device may need to be manually updated or reset.


For instructions on how to reset and update your WiFi adapter please see: How to Enable, Update and Reset your Network Adapters

Did You Know?


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


Learn more: Shaw Internet Troubleshooting FAQs


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