This page will provide all of the information required to diagnose possible reasons for Internet connectivity problems. Being unable to connect to the internet can be a result of a variety of factors including an offline modem, hardware failure, or a settings issue.
Try the solutions below to resolve your Internet connection issues:
Did You Know
Before proceeding with the solutions below, you should first check the front of your modem to see if it is online. If the modem is online, you should see 4 solid green or blue lights appear on the front of the modem. If any of these lights are not lit, or are instead flashing, this could indicate a problem with the connection and you will have to reset the modem. For more information on your modem and to understand what the lights mean please see the link below:
Learn More: Shaw Internet Modems - Equipment Guide
If you’re having trouble connecting to the Internet or connecting to WiFi try pulling the power of your modem. The following steps will provide instructions for pulling the power a Shaw Modem which is sometimes connected to a router.
This process will restore your Shaw Wireless Modem to default settings. If you have manually customized your wireless password or network name, this information will be reset to the default settings. To find the default network name and password, please locate the white sticker on the top or side of the modem and refer to the SSID and Passphrase or Pre-Shared Key.
|One of the most common reasons why you may be unable to connect to the Internet is a result of cables being unplugged or damaged. A poor Internet connection might be a result of damaged, cut or unplugged cables, so it is always a good idea to periodically check your connections.|
If the above solutions have not fixed your Internet connection issues, a more advanced solution may be required. A ping test will allow you to directly communicate with a website to try to determine the status of your connection. In some situations, you will find that you are able to “ping” individual websites, but still cannot connect to them. This would indicate that there is a problem on your computer which could be attributed to antivirus software, installed programs, or even malware or viruses.
If you can successfully run this test, then your issue likely lies within the computer itself and you may wish to try running an antivirus scan or resetting your Domain Name System (DNS) (instructions linked below). For information on how to perform a ping test, please visit the Related Links below:
Your computer is able to connect to the Internet through installed devices called network adapters. Sometimes the cause of your Internet problems may be the result of an issue with your network adapters. Occasionally, these network adapters will require an update that will not be automatically managed by your system. Other times, you will find that they have been disabled or will require that you reboot them in order for them to begin working properly. For more on how to enable, update and reset your Network Adapters please see the following:
Booting into Safe Mode with Networking will allow you to minimize the impact that your software, antivirus programs, and even malware have on your computer by limiting it so that only essential services are able to boot up with the computer. Once in Safe Mode, you will be able to test your computer’s Internet connection again to see if it has been restored.
If you are able to connect to the Internet while in Safe Mode with Networking but not in regular mode, it is likely that either software or a virus on your computer is limiting your ability to connect. Please try running a virus scan with your antivirus program. For more on booting your computer in to Safe Mode with Networking (Windows) please see:
Related: Booting into Safe Mode
Did You Know?
You can find additional troubleshooting tips and tricks with our Internet troubleshooting frequently asked questions.
Learn more: Shaw Internet FAQs