Troubleshooting: WiFi connection issues

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In most conditions, your home WiFi connection to Shaw Internet should be stable and fast. Disconnections and slow speeds can be a result of weak signals, equipment settings, or interference and may require WiFi troubleshooting. If your WiFi isn't working as it normally should, try out some of the suggestions below to correct it.

Video Tutorial: Troubleshoot your WiFi connection

If you have a BlueCurve Gateway modem, watch this quick video tutorial to help troubleshoot your WiFi connection issues. Otherwise, check the other sections below.

Video Tutorial: Troubleshoot your WiFi connection

Can't view the video? Click here to view on YouTube.

Modem placement 

To ensure your WiFi modem works well, it should be positioned where there is the least physical interference.

• The modem should be in a central location in your home, or central to where you most often use the Internet.
• Confirm that the modem isn’t near other electronics like cordless phones, microwave ovens, garage door openers, and other wireless electronics.
• Ensure that the modem has a line of sight to your devices whenever possible and that cupboards or cabinets aren't blocking them.
• More information on WiFi Interference here.

Modem Type

Remember, all devices need to be upgraded from time to time. Your network is only as good as your router and modem, and older models offer less reliable speeds and coverage. If you’re using an older device, it may be time to consider a new one. Learn more about our Fibre+ Internet plans to get the best WiFi experience for your home. 

Coverage

Larger homes may require extended coverage to ensure you are getting WiFi in every corner. If your WiFi is spotty or slow, try moving closer to the modem. If your WiFi improves, this is likely a connectivity issue. Consider adding BlueCurve Pods to help extend your home WiFi coverage.

Note: Pods are only available with a BlueCurve Gateway and are not available in Manitoba or Ontario. Learn more about BlueCurve Pods here.

Restart the modem

Many WiFi issues can be corrected simply by restarting your modem. The quickest way to do this is through My Shaw. Check How To: Restart your modem with My Shaw to learn more.

Alternatively, you can restart your Shaw modem by power cycling it:

1. Unplug the power cable from the back of the WiFi Modem.
2. Wait 30 seconds.
3. Reconnect the power cable to the modem.
4. 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.

Other factors impacting connectivity

It may seem like it's a connection issue, but it could just be your Internet plan or your older Shaw modem. Your Internet bandwidth is being divided to all devices connected to your home WiFi. It helps to check:

• how many devices are connected to your home WiFi network;
• if your devices are running bandwidth-heavy programs (e.g. streaming, downloading);
• what Internet plan you are subscribed to and if it can support all of the devices in use.

To troubleshoot:

1. Try closing some apps and/or reduce the number of connected devices.
2. See if the Internet performance improves for connected devices.
3. If there's no improvement, you may benefit from a faster Internet plan or a more advanced modem.
   • To view all of our Internet plans, visit Shaw.ca

To learn more about devices Internet usage, check About: Internet bandwidth

Consider a different speed option

If your current speed cannot support all your devices, there might be a benefit in upgrading your Internet plan to a faster speed.

Discover the best WiFi experience with Fibre+ Internet. With Fibre+, you can connect more devices and experience even faster speeds. Take control of your network from anywhere with the BlueCurve Home app. With Fibre+, you can get it all. Visit Shaw Internet Plans to learn more.

Other troubleshooting

Here are some more WiFi troubleshooting options you can try:

Restore your modem's settings

It might help to restore your modem to its factory settings. This will also reset your password and network name to default (found on the sticker on the back of your modem).

1. Locate the small pin-hole reset button on the back of your Shaw modem.
2. Push and hold the button with a paperclip or pin and hold for 15 seconds
3. Watch the modem lights flash and, after a few moments, remain lit.
4. When your WiFi network appears in the list of available networks on your device, try connecting to it to see if it works.

Change your modem's WiFi channel

If you suspect that other devices are interfering with your modem’s signal, then changing the wireless channel is an effective way of reducing that interference.

For instructions specific to your modem, check How To: Change the wireless channel on your Shaw modem.

Update your WiFi adapter

For a computer to connect to your WiFi network, it must have a WiFi adapter installed. Some adapters are installed inside your computer, while others are external USB devices. It’s possible that your adapter needs to be manually updated or reset to start working properly.

For instructions, read How To: Enable, update and reset your network adapters

Related readings

• Troubleshooting Slow Internet Speeds
• Troubleshooting: Unable to connect to the Internet
• Shaw internet Troubleshooting FAQs