When everything is set up and working correctly, your home Internet connection should always be available. If your Internet stops working intermittently, there are steps you can take to troubleshoot the issue.

Potential internet connection impacting items

These are common causes of many intermittent connection issues:

  • Is your modem powered on?
    If your modem loses power from being unplugged, powered off, or affected by a power outage you will also lose your internet connection.
  • Are you connected to the right WiFi network
    Sometimes when you lose your WiFi connection your device may attempt to connect to another open network. Check your settings on your mobile device to see if you are connected to your WiFi network. Sometimes toggling Airplane Mode on and then off can help
  • Has your device been on for a long time?
    Restarting the phone, computer, or other personal devices that are experiencing intermittent connection might correct the issue.
  • Is your modem in a central location in your home?
    Place your modem so it is out in the open and there are no physical obstructions that could be interfering with your WiFi signal. For tips, read About: WiFi interference.
  • Is there a Shaw outage in your area?
    If there is an outage in your area, our crews are working on it and your connection will return as soon as possible. Visit the Service Updates & Outages page.

Troubleshoot your connection

These are common solutions to many intermittent connection issues. Learn more about diagnosing your connection using the Shaw Speed Test.

  1. Check Shaw service alerts 
    If there is an outage in your area, our crews are working on it and your connection will return as soon as possible. Visit the Service Updates & Outages page.
  2. Restart your modem 
    Unplug the modem's power cord, wait 30 seconds, and then plug it in again. Wait a few minutes and try using an Internet-connected device. You can find more detailed instructions here.
  3. Restart your device
    Restarting the phone, computer, or other personal device that is experiencing the intermittent connection might correct the issue.
  4. Check Device Settings 
    Check your settings on your mobile device to see if you are connected to your WiFi network. Sometimes toggling Airplane Mode on and then off can help.
  5. Reposition your modem
    Place your modem so it is out in the open and there are no physical obstructions that could be interfering with your WiFi signal. For tips, read About: WiFi interference.
  6. Connect devices to 5G
    Newer devices will be able to make use of your modem's 5G band. If you are using the XB6 or BlueCurve Gateway modem, enabling the band steering feature will let your modem connect your devices to the best available band automatically. 

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