Frequently asked questions
Where should I place my modem?
Ideally, you should place your modem in a central location in your home or central to where the internet service is most commonly used. Be sure to place the modem out in the open, and raised off of the ground. Avoid placing your modem in basements, in cabinets, or behind other objects. To avoid WiFi interference, try to keep your modem away from household appliances, metal or stainless steel objects, and electrical equipment.
My activation failed — is there anything else I can try?
The most common answer to this issue is that you've connected your modem to an inactive coax wall outlet. Try using a different coax outlet, if available. If another outlet isn’t available or it still doesn’t work there, you will need to contact us.
There are two SSIDs or network names on my modem — which one should I use?
Some WiFi modems broadcasts both 2.4GHz (SSID-2.4) and 5GHz (SSID-5) frequencies. For connected devices that support both frequencies, 2.4GHz offers better range or coverage while 5GHz delivers faster speed. We recommend using 2.4GHz for devices that frequently move around your home and 5GHz for those that are more stationary — especially if they will be streaming video.
How can I wire my modem and TV Player to the same coax outlet?
If you have two devices that need to share the coax outlet, you’ll need a 2-way splitter and 3 coax cables. Attach one cable to the wall outlet and splitter port labelled IN. Attach each of the other two cables to an OUT-splitter port, and then to your TV player and modem.
How do I change my WiFi name and/or password?
Find out how to change both your WiFi name and password here.
Need to return some equipment?
For instructions on how to return your equipment, including if you need a return shipping label provided to you or if you are moving, see How To: Return Shaw equipment.