Unable to Connect to the Internet

Document created by shaw-fraser on Jun 6, 2012Last modified by shaw-alex on Oct 4, 2016
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Understanding the Issue

This page will provide all of the information required to diagnose a loss of your home internet connection. Being unable to connect to the internet can be a result of a variety of issues including an offline modem, hardware failure, or a settings issue. To resolve this issue and restore your Shaw Internet connection, please refer to the following solutions.

 

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 that the cables are properly connected.

 

shaw modem green or blue lights

 

For more information on your modem and what the lights represent, choose your model from the following equipment guide: Shaw Internet Modems - Equipment Guide

 

 

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Solution 2: Reset the Modem

 

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

 

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 third party Wireless Router (common brands for routers include: D-Link, Netgear, Linksys, Belkin) connected to your Shaw Internet Modem, please follow the instructions in the document listed below to reset your modem and router.

 

How To Power Cycle a Shaw Modem and Router

 

 

 

Reset Your Shaw Modem

shaw modem power cord cable

 

 

 

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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

 

 

Restore Your Shaw Wireless Modem

shaw modem pin hole reset button

 

 

 

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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 all of 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 linked below:

 

Directly Connecting Your Computer and Modem

Wireless Connectivity Troubleshooting

 

 

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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, then 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) (instructions linked below). 

 

How to Perform a Ping Test (Windows)

How to Perform a Ping Test (Mac OS)

How to Reset your Domain Name System (DNS)

 

 

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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

 

 

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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. Please try running a virus scan through your antivirus program.

 

Booting your computer in Safe Mode with Networking (Windows)

 

 

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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 directly for additional technical support.

 

You can Chat online or visit Contact us for additional options.

  

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Related Articles

Shaw Internet Modems - Equipment Guide

How To Power Cycle a Shaw Modem and Router

 


 

Still Need A Little Help?

See what other customers are asking, or sign-in to ask your own question, in the Internet forum.

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