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Troubleshooting: Slow Internet speeds

If you think your Internet speed is slower than it should be, there are several things you can do to understand or correct the issue.  Confirm if you have slow internet speeds with a Shaw speed test, and try these simple tricks to fix a speed problem.

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.

Confirm device speed

You should be able to approach the highest speeds of your Shaw Internet plan if you connect to it using a device that also allows for those speeds.


  • Consult your device manufacturer's website or customer support to learn the maximum Internet speed possible.
  • Ask your device manufacturer about potential software or firmware updates that would improve Internet speeds.
 

Run a 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.
 

Restart your modem

Many WiFi issues can be corrected simply by restarting your Shaw modem, either manually or via My Shaw. To do so manually, follow the quick steps below. To do so via My Shaw, read How To: Restart your modem with My Shaw.

 

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

 

When your WiFi network appears in the list of available networks on your device, try connecting to it to see if it works.

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


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 the speed test at speedtest.shaw.ca again.

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.


Enter Safe Mode boot

You may be experiencing slow speeds if an app installed on your computer is consuming too many resources, or if your computer has been infected by malware/viruses.

By starting your computer in "safe mode with networking" you will be able to assess the impact that apps and malware may be having on your computer. For instructions, read Booting your computer in Safe Mode with Networking (Windows).

Once you have rebooted your computer in safe mode with networking, run another speed test at speedtest.shaw.ca to see if speeds have improved.


Related readings

 

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