Troubleshooting: Unable to connect to the Internet
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).
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 Ignite WiFi 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.
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.
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.