Once you've connected your modem and set up your home WiFi, your wireless Internet should be fast and reliable, everyday. Slow speeds and disconnections can result from weak signals, changes in equipment settings, or interference. If you think there's an issue with your WiFi, try the easy solutions outlined below to solve the most common issues.

Did you know:  Slow Internet speeds, especially through a WiFi connection can often be resolved by restarting your modem? Sometimes a simple fix is all you need.

Video tutorial

This quick video tutorial can help you troubleshoot your WiFi issues.

 

 

Restart your modem

Many WiFi issues can be corrected by restarting your Shaw modem. You can restart your modem using My Shaw, or restart it manually in just three easy steps: 

 

  1. Unplug the power cable from the back of the WiFi modem.
  2. Wait 30 seconds.
  3. Reconnect the power cable to the modem.

Within a few minutes, your WiFi network should reappear in the list of available networks on your wireless devices. Try connecting a device to WiFi to see if it works.

If your modem is connected to a wireless router (common brands include D-Link, Netgear, Linksys, and Belkin) read How To: Power cycle a Shaw modem and router.

Check for interference

The materials, thickness, and number of walls, ceilings, and other objects wireless signals must pass through can limit the range of your home WiFi. Interference can also be caused by other wireless networks, devices using the same frequencies, and high voltage devices that generate electromagnetic interference.

Learn more and find solutions by reading: About: WiFi interference.

TIP FROM A TECH: "Extend your WiFi network into every corner of your home using  Shaw BlueCurve Pods ."

Check your connections

Loose connections, damaged cables, and line splitters can degrade Internet signals before they even reach your modem, and prevent you from reaching higher Internet speeds. To resolve this, you should ensure that your cables are properly connected.

  1. Unplug the power cable from the back of the Shaw modem.
  2. Unscrew the coaxial cable from the back of the modem.
  3. Inspect the coaxial cable for bends or kinks that indicate damage.
  4. Follow the coaxial cable to the cable jack on the wall.
  5. Determine if the coaxial cable goes into the jack directly, or if it passes through other devices, such as a splitter.
  6. If a splitter is present, temporarily remove the splitter so the coaxial line can connect the cable jack to the modem directly.
  7. Reconnect the coaxial and power cables to the back of your Shaw modem.
  8. Wait for the modem to come back online.
  9. Run a speed test at speedtest.shaw.ca.

If you are using an Ethernet cable to connect your computer to the router, or your modem to a third party router, inspect those cables as well and replace them if they appear damaged.

How to run an Internet speed test

Shaw Speedtest is a website you can use to measure the speed of your Internet connection. The speed to your home will be faster than the connection from the modem to your device over WiFi. For the most accurate results:

  • Connect directly to your modem, to bypass any in-between devices that may be obstructing your access to top Internet speeds.
  • If you are testing with a WiFi connection, stand within 10 feet of your modem.
  • If you have a router set up for a home network, make sure you're the only one connected during the speed test.
  • If you are connected to a VPN (whether for work, school or personal) make sure you disconnect from it. Being on VPN will show lower than expected speeds. 
  • Close all applications and pause all downloads, video streams, picture uploads, etc while running the speed test.

To run the test:

  1. Wire your device to the modem with an Ethernet cable, or stand within 10 feet of your modem.
  2. Connect your device to your WiFi network's 5G wireless band.
  3. Browse to speedtest.shaw.ca
  4. Click or tap Go
  5. Record your Download and Upload speeds.
  6. Run the speed test a couple of times, and take the average of your speeds.

Evaluate bandwidth usage

You should be able to approach the highest speeds of your Shaw Internet plan if you connect to it using a device that allows for those speeds. If you connect multiple devices to your home WiFi at the same time, all of those devices will share your plan's bandwidth. This can result in slower WiFi for some or all of your devices.

 

If you are experiencing slow speeds:

 

  1. Count how many devices are connected to your home WiFi network.
  2. Count the devices being used for bandwidth-heavy activities (eg. streaming, downloading).
  3. Try closing WiFi connected apps and reducing the number of connected devices.
  4. Check to see if performance improves for the devices still connected to WiFi.


You can divide your devices between your modem's two frequencies:

  • Use the 5 GHz frequency for your most-used devices. This frequency is newer, less used, and typically provides faster speeds because it can carry more data.
  • Use the 2.4 GHz network for smart home devices (eg. cameras, thermostats, fridge, garage door) and any non-streaming devices.

If you have a BlueCurve modem, it will have band steering enabled — sorting devices between the two frequencies for you, to give you optimal speeds.

TIP FROM A TECH: "If your device can't see the 5GHz frequency, try plugging it directly into the modem." 

Considering upgrading your Internet plan? View our latest Internet plans and find the package that is most suitable for you.

Restore modem settings

It might help to restore your modem to its factory settings. Note that this will also reset your WiFi network name and password to the ones printed on the sticker found on the back of your modem.

To restore your modem:

  1. Locate the small pinhole reset button on the back of your Shaw modem.
  2. Push and hold the button with a paperclip or pin for 15 seconds.
  3. Watch the modem lights flash and then, after a few moments, remain lit.

Within a few minutes, your WiFi network should reappear in the list of available networks on your wireless devices. Try connecting a device to WiFi to see if it works.

To change your network name and password, read How To: Change your WiFi name and password with BlueCurve Home.

Update your WiFi adapter

For Advanced Users

Computers use WiFi adapters to connect to a WiFi network. Some computers have internal WiFi adapters, and others use external USB devices. It’s possible that your adapter needs to be reset or manually updated.

Find out more by reading How To: Enable, update, and reset your network adapters.

Windows XP, Vista and Windows 7 are no longer supported by Microsoft, so adapter updates might not be available for those operating systems. 

Labels (2)
Top
TALK TO US
Need more help?
b