Find answers to commonly asked questions about WiFi connectivity, network issues, and how to improve download speeds. Many Internet issues can be quickly solved by resetting your modem unplugging the power cord, waiting 30 seconds, and plugging it back in. Wait 2-3 more minutes for the modem to reboot, then test your connection.

If that does not work, find additional troubleshooting options below.

Frequently Asked Questions

My Internet isn't working ā€” is there an outage in my area?
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 for current information and find more answers in our Shaw Service Updates & Outages FAQs

Find out how to subscribe to service outages for your region.

There don't appear to be any outages in my area ā€” why isn't my Internet working?
Internet disconnections can be a result of hardware and connection issues. To identify your Internet issue, read the article Troubleshooting: WiFi connection issues.

How do I reset my Internet modem?
You can reset the modem by unplugging power cord from the wall or power bar, waiting 30 seconds while it resets, and then plugging it back in. Wait 2-3 more minutes for the modem to reboot, then test your connection. You can also restart your modem with the tap of a button using My Shaw. To learn more, read How To: Restart your modem with My Shaw.

How can I be sure that my Internet modem is functioning properly?
If you have a laptop or PC, connect your computer to your modem with an Ethernet cable. Open a web browser (eg. Chrome, Firefox, Microsoft Edge) and try to browse to the Internet. If that doesn't work, read the article Troubleshooting: WiFi connection issues.

How can I check my Internet speed?
You can visit http://speedtest.shaw.ca to test your Internet speeds, using a device connected to your Shaw Internet. If you think your Internet is slower than it should be, read Troubleshooting: Slow Internet speeds.

What is WiFi?
WiFi is the technology that lets you send Internet data wirelessly between devices. A WiFi connection is recommended for mobile devices like laptops, phones, and tablets. Learn more by reading the article Optimizing your WiFi experience.

Why doesn't my device show the 5G network?
There are a few possible reasons. First, the wireless modem that's sending out your WiFi signal may not have the capability to use 5G. You can read about your modem in the Shaw Internet Modems - Equipment Guide. Older personal devices may not have the ability to use 5G, so you should visit the manufacturer's website to confirm.

If you're using the BlueCurve wireless modem, a feature called "band steering" could be determining which WiFi network band (the 2.4 GHz band or the 5 GHz band) is most optimal for your device's WiFi connection at any given time. It seamlessly changes to the best band based on signal strength and WiFi congestion thresholds.

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

Iā€™m having problems sending and receiving my Shaw email ā€” 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. 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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