Below you'll 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 doesn't correct your issue, look for solutions to common issues listed below.


Internet Troubleshooting Frequently Asked Questions

Why is my Internet out? How can I find out about outages 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

My Internet is not working, but there does not appear to be any outages in my area.

Internet disconnections can be a result of hardware and connection issues. To identify your Internet issue, read the article Troubleshooting Internet connectivity issues

How do I reset my Internet modem?

You can restart your modem with the tap of a button using My Shaw. Read How To: Restart your modem with My Shaw to learn more.

Or, try power cycling your modem by unplugging its power cord from the wall or power bar. Wait 30 seconds while it resets, then plug it back in. Wait 2-3 more minutes for the modem to reboot, then test your connection.

How can I ensure 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 WiFi Connectivity Troubleshooting.

How can I check my Internet speed?

Visit to test your 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.

How do I change my WiFi network password?

To change your WiFi password, read the article How to Change Your Wireless 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 your Internet data usage in My Shaw

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. For solutions, read the article Email Client: Send/Receive Troubleshooting.

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