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Troubleshooting: WiFi connection issues

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. If you suspect that your WiFi isn't working as it should, try the solutions below to set things right.

Video tutorial

Watch this quick video tutorial to help troubleshoot your WiFi connection issues.

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

WiFi frequencies

When selecting your WiFi network, you might have the choice between 5GHz and 2.4 GHz frequencies. 

  • Use the 5 GHz frequency for devices that rely on higher speeds. The 5 GHz range is a newer frequency, so it is less used in congested areas and typically provides faster speeds because it can carry more data.
  • Use the 2.4 GHz frequency for internet devices (cameras, thermostats, fridge, garage door, and non-streaming smart devices) that don't rely on faster speeds.

If you have a BlueCurve Gateway with the band steering feature enabled, your modem will sort devices to the fastest frequency automatically, and you will only see one frequency to connect to. 

Tip From a Tech: If your device doesn't see a 5 GHz option, consider plugging it directly in to your modem to ensure high speed. 

Restart the modem

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

Alternatively, you can restart your Shaw modem by removing and reconnecting the power:

  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.

Check for WiFi interference

To work well, your Shaw modem 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 isn’t blocked from view by cupboards or cabinets

For more information, read the article About: WiFi interference.

Tip From a Tech: "You can extend your WiFi network into every corner of your home using  BlueCurve Pods from Shaw. Pods won't increase speeds, but they will increase WiFi range."


Check your bandwidth usage

All of the devices connected to your home WiFi will share its bandwidth. Check to see:

  • how many devices are connected to your home WiFi network.
  • if your devices are running bandwidth-heavy programs (eg. streaming, downloading)

Try closing apps and reducing the number of connected devices, to see if performance improves for the devices still connected.


Restore your modem's settings

It might help to restore your modem to its factory settings. This will also reset your default password and network name to those 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.

Note: The BlueCurve Gateway pin-hole reset will stop the internet and remove all customized settings, including WiFi channel and network name until you Connect your BlueCurve Gateway


Change the 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, read 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

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