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. Try the solutions below to resolve the issue and get back online.
Check for outages
It's possible that the issue you’re experiencing is also happening to others in your neighbourhood.
- To view current service outages for your account, log in to http://my.shaw.ca or through the My Shaw App. Download the My Shaw App today. (You will see a banner if there is currently an outage impacting your area).
- Go to Service Updates & Outages to see if there’s an outage in your area. Area outages are updated regularly.
- If there is an outage in your area, it is temporary, and your service will be restored as soon as possible.
- If there's not an outage, try the steps below to get back online.
Note: You can also receive outage updates in your email. Read How To: Subscribe to Service Updates & Outage notifications to learn more.
Power cycle your equipment
Restarting your equipment is often the quickest way to solve Internet connectivity problems.
- Unplug the power cord from your Shaw modem.
- Unplug the power cord from your router. (If using a third-party router)
- Wait at least 30 seconds, then plug the power cord back into your modem.
- Wait a few minutes until the modem comes back online.
- Plug the power cord back into your router. (If using a third-party router)
- Restart your computer.
- Test your Internet connection.
If you have the Rogers Xfinity Gateway (formerly known as Fibre+ Gateway), you can also restart it using the Rogers Xfinity App (formerly known as BlueCurve Home App). Learn how by reading the article Troubleshooting: Fix home WiFi network issues with Rogers Xfinity app.
Check your wired connections
It's possible that one of your cables or cords is unplugged, loose, or damaged.
- Check that the Ethernet cable connecting your modem and computer are tightly connected.
- Ensure that a power cable and a coaxial cable are plugged into your modem and securely connected.
- Follow the coaxial cable from your modem to the wall outlet or splitter. Ensure this connection is secure. If this cable is attached to a splitter, try removing the splitter, or switching to an alternate female connection. If the splitter appears to be damaged, we’ll replace it at Shaw Retail, free of cost.
- Check the length of each cable for kinks, cuts, or abrasions. Replace damaged cables, if any.
Restore the router (wireless modem only)
Restoring your router 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.
Note: Your Rogers Xfinity Gateway won't come back online until the customized WiFi network is set back up after performing a pin-hole reset.
- Locate the small pin-hole reset button on the back of the Shaw Wireless Modem
- Use a pin, pen, or paperclip to push and hold the button for 30 seconds, and release.
- Wait while the modem comes back online.
- Restart your computer.
- Test your Internet connection.
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.
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.
Boot in Safe Mode with Networking
For Advanced Users:
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.
- How To: Boot your computer in Safe Mode with Networking (Windows)
- How To: Boot into Safe Mode (Apple)
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.