There are many reasons why you might be unable to connect to the Internet. An offline modem, hardware failure, or a settings issue might be to blame. If you have already checked to see if there is an outage in your area, try the solutions below to resolve the issue and get back online.

Power cycle your equipment
  1. Unplug the power cord from your Shaw modem.
  2. Unplug the power cord from your router.
  3. Wait at least 30 seconds, then plug the power cord back into your modem.
  4. Wait a few minutes until the modem comes back online.
  5. Plug the power cord back into your router.
  6. Restart your computer.
  7. Test your Internet connection.

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Restore the modem (wireless modem only)

Restoring your modem to its default settings might solve your connection issues. If you have customized your WiFi network name and password, these will also be reset. You can find the default network name (SSID) and password (passphrase or pre-shared key) printed on a sticker on your Shaw modem.

  1. Locate the small pin-hole reset button on the back of the Shaw Wireless Modem
  2. Use a pin, pen, or paperclip to push and hold the button for 30 seconds, and release.
  3. Wait while the modem lights flash and the modem comes back online.
  4. Restart your computer
  5. Test your Internet connection.

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Check your wired connections

It's possible that one of your cables or cords is unplugged, loose, or damaged.

  1. Check that the cable attached to your modem and computer are tightly connected.
  2. Ensure that a power cable, coaxial cable, and an Ethernet cable are all plugged into your modem
  3. Check the length of each cable for kinks, cuts, or abrasions. Replace damaged cables, if any.

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Perform a Ping Test

If you want to test the status of your Internet connection, you can run a Ping test that sends a signal to a server and waits to receive a signal back.

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Check your Network Adapters 

A network adapter is an internal computer component. An issue with a network adapter could prevent you from connecting to the Internet. Updating or resetting your network adapters might solve the issue.

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Boot in Safe Mode with Networking (Windows Only)

Booting into Safe Mode with Networking will allow you to test your computer’s Internet connection with just its essential services running, and without complications from software, antivirus programs, or malware.

If you are able to connect to the Internet while in safe mode but not in regular mode, it's likely the issue is either software or a virus. If you suspect the latter, try running a virus scan with your antivirus program.

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