Troubleshooting Internet connectivity issues

Document created by shaw-fraser on Jun 14, 2012Last modified by shaw-alex on Nov 28, 2017
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Learn how to troubleshoot Internet connectivity issues with these troubleshooting tips. Frequent Internet disconnections can occur as a result of hardware issues, as well as connection issues. To troubleshoot this problem you will need to try each of the below solutions, in turn, to see if they improve the quality of your internet connection.


If you are using a wireless Internet connection please review our guide on troubleshooting wireless connectivity: Wireless Connectivity Troubleshooting

This article will provide insight into:

Did You Know?


Many Internet connectivity issues can be resolved by simply resetting your Internet connection. The easiest way to do this is to reset the Shaw Internet modem. To do this, locate the Internet modem in your home and unplug it from power for 30 seconds, then reconnect it. After a few minutes your connection will be restored.


Learn More: How to power cycle a Shaw modem and router   

How to reset the modem

Resetting the Modem is the best first step you can take for any connection issue you may be facing. To perform a reset to your Shaw Modem, simply:

  1. Unplug the power cable from the back of the Modem
  2. Wait 30 seconds
  3. Reconnect the power cable to the Modem
  4. Test your connection

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How to restore the modem (wireless only)

This process will restore your wireless modem to default settings. This means that if you manually customized the password or network name, this information will be lost. To find the default network name and password please locate the white sticker on the top or side of the wireless 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 this button down for 30 seconds with a paper clip or pen, then release. This will cause the modem lights to begin to flash, and after a few moments, the modem will come online.
  3. Reconnect to your network and test to see if the connectivity issues are still present.

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How to check your connections

Frequent disconnections may occur if your connection to the modem has been compromised by a faulty cable, or weak wireless signal.
If you are connecting to your modem directly (with an Ethernet cable):

  1. Ensure that all of the cable connections leading into your modem and computer are tightly connected. Disconnect and reconnect these cables to ensure they are seated correctly
  2. Check the Ethernet cable for damage. Any kinks or breaks in the cable may result in an unstable Internet connection

If you are connecting to your modem through wireless internet:

  1. If you are currently using wireless Internet, try to connect your computer directly to your Shaw modem. For more information on how to do this, please see: Directly Connecting Your Computer and Modem
  2. If the connection problems only persist while connected to wireless Internet, and appear to be resolved by connecting directly to your modem, then you may need to troubleshoot your wireless network

Related: WiFi Connectivity Troubleshooting

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How to update/reset network adapters

Your ability to connect to your Internet network is dependent on your computer having an adapter installed. Occasionally, this device may be need to be manually updated, enabled or reset.
For instructions on how to enable, reset and update your network adapter, please refer to:
How to Enable, Update and Reset your Network Adapters

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