Welcome to the Shaw Support Community. Join now to follow, share and participate in the conversation with Shaw experts and users like you.

Currently Being Moderated

Unable to Connect to the Internet

Back to Troubleshooting

Back to Internet Articles


Understanding the Issue

Occasionally, you may find that you are unable to connect to your Shaw Internet. This can be a result of a variety of issues including an offline modem, hardware failure, or settings issue. To resolve this issue and restore your Shaw Internet connection, please try the solutions provided by this guide.


Resolving the Issue

Solution 1: Ensure the Shaw Modem is Online

Solution 2: Reset the Modem

Solution 3: Restore the Modem (Wireless Modem Only)

Solution 4: Check your Connections

Solution 5: Perform a Ping Test

Solution 6: Check your Network Adapters

Solution 7: Boot in Safe Mode with Networking (Windows Only)

Solution 8: Contact Shaw Support


Solution 1: Ensure the Shaw Modem is Online

Check to see if your Shaw Modem is currently online. While online, you should see 4 solid green or blue lights appear on the front of the modem. If any of these lights are not lit, or are instead flashing, this could indicate a problem with the connection and you will have to reset the modem and check your connections.


Back to top


Solution 2: Reset the Modem

Resetting the Shaw Modem will cause it to attempt to reconnect to your computer. In most cases this reset will resolve your Internet connection issue.  Even if the modem is currently online it is often beneficial to reset the modem anyways if you are having a connection problem.


To reset your 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, Belkin) connected to your Shaw Internet Modem, follow the instructions in the document listed below to reset your modem and router.

 

How To Power Cycle a Shaw Modem and Router

 


Back to top


Solution 3: Restore the Modem (Wireless Modem Only)

This process will restore your Shaw Wireless Modem to default settings. This means that if you have manually customized the password or network name, this information will be lost. To find the default network name and password please find the white sticker on the top or side of the 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 Wireless Modem
  2. Push and hold it down for 30 seconds using a paperclip or pen, then release. This will cause the modem lights to begin to flash, and after a few minutes the modem will come online
  3. Restart your computer
  4. Test your internet connection

 


Back to top


Solution 4: Check your Connections

  1. Make sure that all of the cable connections leading into your modem and computer are tightly connected
  2. Ensure that a Power Cable, Coaxial Cable and an Ethernet Cable are all plugged into your modem
  3. Check these cables for damage. Any kinks, cuts or abrasions on the cable length may cause connection issues, so replace any damaged cables with new ones
  4. If you are currently using wireless Internet, try directly connecting your computer into the Shaw Modem. If you are able to connect to the Internet with a direct connection you can follow the directions on the Wireless Connectivity Troubleshooting guide


Directly Connecting Your Computer and Modem

Wireless Connectivity Troubleshooting

 


Back to top


Solution 5: Perform a Ping Test (Advanced)

A ping test will allow you to directly communicate with a website to try to determine the status of your connection. In some situations you will find that you are able to “ping” individual websites, but still cannot connect to them. This would indicate that there is a problem on your computer which could be attributed to antivirus software, installed programs, or even malware and viruses.


If you can successfully run this test, than your issue likely lies within the computer itself and you may wish to try running an antivirus scan, or resetting your Domain Name System (DNS).


How to Perform a Ping Test (Windows)

How to Perform a Ping Test (Mac OS)

How to Reset your Domain Name System (DNS)

 


Back to top


Solution 6: Check your Network Adapters (Advanced)

Your computer is able to connect to the Internet through installed devices called network adapters. Occasionally, these network adapters will require an update that will not be automatically managed by your system. Other times, you will find that they have been disabled or will require that you reboot them in order for them to begin working properly.


How to Enable, Update and Reset your Network Adapters

 


Back to top


Solution 7: Boot in Safe Mode with Networking (Windows Only) (Advanced)

Booting into Safe Mode with Networking will allow you to minimize the impact that your software, antivirus programs, and even malware has on your computer by limiting it so that only essential services are able to boot up with the computer. Once in Safe Mode you will be able to test your computer’s Internet connection again to see if it has been restored.


If you are able to connect to the Internet while in Safe Mode with Networking but not in regular mode, it is likely that either software or a virus on your computer is limiting your ability to connect. If this has occurred to you, please try running a virus scan through your antivirus program.



Booting your computer in Safe Mode with Networking (Windows)

 


Back to top


Solution 8: Contact Shaw Support

If you have tried the above steps and are still experiencing challenges connecting to the Internet while directly connected to your Internet modem then it may be time to contact Shaw support directly.  You can contact us either through phone, chat or email.


For contact details please view our Contact Us page.

 

 

 

Back to top


 

Ask a Question in our Internet Forum

 




Back to Internet Articles

Delete Document

Are you sure you want to delete this document?