Online Video Streaming Support

Document created by shaw-fraser on Jun 2, 2014Last modified by shaw-jody on Nov 20, 2017
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Computer IconGet support for online video streaming services with these troubleshooting tips. Online streaming has become popular through services such as Netflix, YouTube and Twitch, and platforms including the Apple TV and the Google Chromecast. The quality of your video stream is dependent on a number of factors, including the strength of your Internet connection, sources of local WiFi interference and even the performance of the device being used to stream (or play) that content.


This article will provide insight into:

Did You Know:


To improve your video streaming you can start by performing some simple troubleshooting steps on your Shaw Internet service, then try the other troubleshooting steps listed below. If neither of those options help solve your issue you can find links to third party resources that may provide additional details and contact information for your specific streaming service.



Troubleshooting your Shaw services
Online streaming performance issues can be caused by a variety of different sources, including interference affecting your WiFi signal, and general slow Internet speeds on your home network. If you are experiencing problems such as long buffering (or loading) times, poor picture quality or intermittent connectivity while attempting to stream online content you can first try to troubleshoot your Shaw Internet services.
If the steps included in the following articles do not resolve your issues you can try the other troubleshooting steps listed below, or view support resources for your individual streaming service.
Slow Internet Speeds
Internet Connectivity Troubleshooting
WiFi Connectivity Troubleshooting
WiFi Interference

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Additional Troubleshooting

Here are some additional troubleshooting tips you can try to fix streaming issues.

Simultaneous Streaming/Downloading:
Check to make sure that you are not simultaneously downloading or streaming multiple things on your network, even if it's on another computer or mobile device in your home. Streaming or downloading more than one file at a time on your network can reduce the amount of bandwidth available to both sources, and can lower the quality of your online video stream.
Reset Your Streaming Device:
Sometimes it is the device being used to stream the content itself that is causing the quality issues, and not necessarily your Internet connection. Try resetting your streaming device by:

  1. Unplugging it from power for thirty seconds
  2. Then reconnect it and start the stream again. Streaming devices include computers, smartphones, tablets, game consoles, Blu-Ray players and other similar products.

Free up Device Memory:
If you are streaming online video on your laptop, PC or mobile device you may get a quality boost to your video stream by stopping unnecessary programs from running in the background. These programs may be using processing resources which can slow down the performance of your video streaming service.
Scan for Viruses/Malware:
If you are using your computer to stream video content, you can run a virus and malware scan on your PC. Malware and viruses can cause a slow down on your computer which can affect your ability to stream online content. For more information on how to detect and remove potential threats, see the following guide: Malware and Viruses - Detection and Removal
Use an Ethernet Connection:
WiFi Internet is subject to interference caused by a range of different factors. If possible, use an Ethernet cable to directly connect the device you are using to stream video content to your network (PC's, Laptops, gaming consoles and media devices) as opposed to a WiFi connection.
Directly connecting your computer and modem

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Online Streaming Support resources

Here are links to some common Support websites for popular streaming services.


Netflix LogoNetflix SupportYouTube Support LogoYouTube Support
Roku Support LogoRoku SupportTwitch Support LogoTwitch Support
Chromecast Support LogoChromecast SupportApple TV Support LogoApple TV Support

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