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:
- Solution 1: Pull the Power
- Solution 2: Restore the Modem (Wireless Modem Only)
- Solution 3: Check your Connections
- Solution 4: Perform a Ping Test (Advanced)
- Solution 5: Check your Network Adapters (Advanced)
- Solution 6: Boot in Safe Mode with Networking (Advanced - Windows Only)
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
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:
Related: Booting into Safe Mode