Unable to Connect to the Internet

Version 109

    This page will provide all of the information required to diagnose possible reasons for Internet connectivity problems. Being unable to connect to the internet can be a result of a variety of factors including an offline modem, hardware failure, or a settings issue.

     

    Try the solutions below to resolve your Internet connection issues:

     

     

    Did You Know

     

    Before proceeding with the solutions below, you should first check the front of your modem to see if it is online. If the modem is 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. For more information on your modem and to understand what the lights mean please see the link below:

     

    Learn More: Shaw Internet Modems - Equipment Guide

                 

     

    Solution 1: Pull the Power

    If you’re having trouble connecting to the Internet or connecting to WiFi try pulling the power of your modem.  The following steps will provide instructions for pulling the power a Shaw Modem which is sometimes connected to a router.

     

    1. Unplug the power from your Shaw Modem, leaving all other connections secure.
    2. Unplug the power from your router and wait at least 30 seconds.
    3. Plug the power back into your Shaw Modem only.
    4. Wait until the Shaw Modem comes back online, as indicated by a steady Online light (this may take a few minutes depending on the model of Shaw Modem that you have).
    5. Plug the power back into your router
    6. Restart your computer and test your Internet connection

    Related: Pull the Power to Fix Technical Issues

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    Solution 2: Restore the Modem (Wireless Modem Only)

    This process will restore your Shaw Wireless Modem to default settings. If you have manually customized your wireless password or network name, this information will be reset to the default settings. To find the default network name and password, please locate 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

     

    shaw modem pin hole reset button

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    Solution 3: Check your Connections
    One of the most common reasons why you may be unable to connect to the Internet is a result of cables being unplugged or damaged.  A poor Internet connection might be a result of damaged, cut or unplugged cables, so it is always a good idea to periodically 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 to ensure proper connectivity. 
    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:

    Related: Directly Connecting Your Computer and Modem, Wireless Connectivity Troubleshooting

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    Solution 4: Perform a Ping Test

    If the above solutions have not fixed your Internet connection issues, a more advanced solution may be required.  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 or 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). For information on how to perform a ping test, please visit the Related Links below:

    Related: 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 5: Check your Network Adapters

    Your computer is able to connect to the Internet through installed devices called network adapters. Sometimes the cause of your Internet problems may be the result of an issue with your 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. For more on how to enable, update and reset your Network Adapters please see the following: 

     

    Windows 10 Instructions
    Windows 8 Instructions
    Windows 7 Instructions
    Windows Vista Instructions
    Windows XP Instructions
    Mac OS Instructions

    Related: How to Enable, Update and Reset your Network Adapters

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    Solution 6: Boot in Safe Mode with Networking (Windows Only)

    Booting into Safe Mode with Networking will allow you to minimize the impact that your software, antivirus programs, and even malware have 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 with your antivirus program. For more on booting your computer in to Safe Mode with Networking (Windows) please see:

     

    Windows XP, Vista, and Windows 7 Instructions
    Windows 8.1 Instructions
    Windows 10 Instructions

    Related: Booting into Safe Mode

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