Find answers to commonly asked questions about WiFi connectivity, network issues, and how to improve download speeds.

Frequently Asked Questions

My Internet isn't working — is there an outage in my area?

An outage can cause a disruption in your Internet services. Outages can be a result of scheduled maintenance or unexpected events such as faulty equipment, unscheduled maintenance, power outages, or network connectivity issues.

You can visit Service Outages & Updates to see if there’s an outage in your area.

If there is an outage in your area, it is temporary, and your service will be restored as soon as possible. To receive updates about outages in your area visit how to subscribe to service update notifications for your region.

You can find more answers in our Shaw Service Updates & Outages FAQs

 

There don't appear to be any outages in my area — how can I be sure that my Internet modem is online and functioning properly?

You can easily confirm if your internet modem is online by checking its light(s)

  • If you have a BlueCurve Gateway, you should see a white solid light at the top corner
  • If you have one of the other Shaw modems, the first 4 lights should be solid 

To learn more about the light indicators on your internet modem, visit Equipment Info: Shaw Internet modems.

 

How can I tell if my connectivity and/or speed issues are caused by Wi-Fi, wired connection issues or device limitation?

It is important to understand if you are experiencing problems on Wi-Fi, a wired connection or both. We recommend starting by checking the connectivity on your device with a wired connection.

If your device supports Wi-Fi connection only, visit the article Troubleshooting: WiFi connection issues to troubleshoot your Wi-Fi issues.

If you have an ethernet port on your device, follow the steps below: 

  1. Connect your computer to your modem with an Ethernet cable,
  2. Open a web browser (eg. Chrome, Firefox, Microsoft Edge) and verify whether you’re able to access the internet.
    • If you would like more detailed instructions, or the issue only occurs on a specific wired device, please read the article Troubleshooting: Internet connectivity issues.
    • If the connectivity issues on your device appears to be resolved by connecting directly to your modem  through a wired connection but the problem still persists when connected to WiFi, continue with the article Troubleshooting: WiFi connection issues.

 

How do I restart my Internet modem?

Many Internet issues can be quickly solved by rebooting your modem. You can try restarting your modem with the tap of a button using My Shaw. To learn more, read How To: Restart your modem with My Shaw, or follow the steps below to reboot the modem manually.

Note: Reconnecting the coax cable is the key point of the steps below as it helps improving the signal levels on the coaxial cable, especially if the root cause of an issue is related to signal loss on a cable.

  1. Unplug the power cord and unscrew the coaxial cable from your Shaw modem.
  2. Reconnect the coaxial cable back in finger tight. 
  3. Wait at least 30 seconds, plug the power cord back into your modem.
  4. Wait a few minutes until the modem comes back online and check your Internet connection.

Note: Sometimes there could be a faulty splitter in home connections that might be causing signal loss on the coaxial cable. Try bypassing any splitter and repeat the steps above.

 

What is WiFi?

WiFi is the technology that lets you send and receive data between devices via wireless radio frequency which is recommended for mobile devices like laptops, phones, and tablets. Learn more by reading the article Optimizing your WiFi experience.

 

It seems like I have issues with my Wi-Fi mostly - What is WiFi Interference and how does it impact my experience?

The wireless signal coming from your internet modem could be disrupted or weakened by Wi-Fi Interference, caused by multiple factors such as: Wi-Fi range, physical obstructions, and 2.4Ghz radio interference. For more information, read the article About: WiFi interference.

 

What is the difference between 2.4GHz vs 5GHz Frequency?

5 GHz frequency can carry more data and provides faster speeds, but it has less coverage and subsequently could be affected by obstacles more frequently.

  • Convenient for devices relying on higher data and speed, such as streaming devices and smart TVs

2.4 GHz frequency has a wider range but lower speed which tends to be affected by any radio interference easily compared to 5 GHz frequency.

  • More suitable for devices that doesn’t rely on faster speeds, such as non-streaming smart devices like thermostats, fridge, garage door and security cameras.

 

Why doesn't my device show the 5G network?

There are a few possible reasons. If you have a BlueCurve Gateway, you will only see one network as your devices are automatically routed to the most optimal frequency using a feature called “band steering”, which seamlessly alternates WiFi frequency of your devices at any given time between 2.4Ghz and 5Ghz band based on your device requirements, signal strength and WiFi congestion thresholds.

Another possible reason is that your internet modem or wireless router broadcasting your home Wi-Fi signal may not be capable of 5GHz and only has the 2.4GHz frequency only. You can read about your modem in the Shaw Internet Modems - Equipment Guide.

Older personal devices may not have the ability to use 5GHz frequency, you should always visit the manufacturer's website to confirm this.

 

Why is my Internet so slow & where can I go to check my Internet speed?

Several factors such as device capability, connection on wired or Wi-Fi networks can affect your Internet speed. You can visit http://speedtest.shaw.ca to test your Internet speeds, using a device connected to your Shaw Internet. Learn more about testing your internet speeds by reading the article, Shaw

If you think your Internet is slower than it should be on all of your devices connected on your home network, read Troubleshooting: Slow Internet speeds.

 

I have slow speed issues on a specific device, why is that happening?

Depending on when your device was made, it may not be able to reach the top speeds offered by your internet plan regardless of whether it's wired directly to the modem or in an ideal WiFi environment. Many devices made prior to 2015 are incapable of reaching speeds over 100 Mbps.

If you're unsure of your device's speed capabilities, we recommend checking its technical specifications from the manufacturer. You can also inquire with them as to potential upgrades or configuration updates that may improve device performance.

 

How do I change my WiFi network password?

To change your WiFi password, read the article How To: Change a home WiFi network password.

 

Does Shaw have Internet usage restrictions?

To brush up on Shaw's usage terms, read the Acceptable Use Policy for Internet, and our Terms of Use. If you're concerned about data limits, read the article How To: View my Internet data usage

 

I’m having problems sending and receiving my Shaw email — how can I fix this?

There are a variety of reasons an email client may stop sending or receiving emails. These include connection problems, folder corruption, and server setting issues. We recommend testing your Shaw email account, by visiting webmail.shaw.ca and signing in your Shaw email address to see if you are able to send or receive any email. If your email account works properly on webmail.shaw.ca page, then the issue might be related to email client (application/program) that you are using. For solutions, read the article Troubleshooting: Fix issues with sending and receiving email.

 

I'm considering upgrading my Internet package - where can I see my options?

Visit our latest Internet offerings and Shaw bundle information.


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