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Shaw no longer offers internet plans to new customers, though Shaw internet still functions for members who activated plans before the Rogers-Shaw merger. If you're looking for how to contact Shaw customer service, check out our customer support page for the re-branded Shaw, together with Rogers.
Despite being known as one of Canada’s best internet service providers (ISPs), Shaw’s internet services can run into disruptions and outages from time to time. You can figure out if your Shaw internet is down by checking their website and mobile app or looking at their social media feeds. You can also try restarting your modem to correct the issue, or testing your internet speed to see if you should upgrade your plan.
Let's run through the details on how to handle a Shaw internet outage in your area.
Determining if There Is a Shaw Internet Outage
Because of their hyper-instant nature, Shaw's social media channels—like Twitter—can be a helpful first step when checking for internet service outages. Shaw’s website and mobile app can also be useful if you prefer an official status from the company. If these resources haven’t identified an outage, third party sites like Downdetector could also be an option for you. Users submit tips when there may be an outage, and the site makes that information available to the public. Checking with friends or family who use Shaw internet is also an easy way to see if internet service is down in your area.
If you’re still unable to connect properly, try the following steps.
- Close and reopen the app or browser you’re using to connect to the internet.
- Restart your phone or computer and try to connect again.
- Unplug your modem/router for 30 seconds and reconnect it.
If your service still isn't working, you’re likely experiencing an outage or need your hardware restarted or repaired. You can phone or contact Shaw’s customer service for further assistance after trying to reset your modem using the steps below.
Restarting Your Shaw Modem
Occasionally, your modem may need a quick restart to fix connectivity issues. You can restart your Shaw internet modem using either the My Shaw website or the My Shaw app. You can also read through our internet troubleshooting guide for more tips to get you reconnected to your Wi-Fi network.
Restarting your modem using the My Shaw website
- Head to my.shaw.ca and sign in using your Shaw ID and password.
- Select Internet under My Services.
- Select Restart from the Help & Support menu on the far right.
- Click Restart when you are prompted to confirm.
- Wait for your modem to restart. This can take up to ten minutes.
Restarting your modem using the My Shaw app
- Make sure the My Shaw app is downloaded on your smartphone.
- Sign in with your Shaw ID and password.
- Tap Manage Internet under the Internet tab.
- Select Restart under the Troubleshooting menu section.
- Confirm by clicking Restart when prompted.
- Check on your modem after several minutes. The restart may take up to ten minutes to complete.
Contact Shaw
If you run into issues trying to restart your modem, contact Shaw customer support via phone or live chat to receive extra assistance. If your modem is not working due to it being defective, a Shaw representative will assist you with the next steps for service or replacement.
Testing Your Shaw Internet Connection
If your internet service is functioning again, let’s test it. Regardless of whether it was an outage or you just needed a network reset, it’s a good idea to periodically run an internet speed test. The test will help you evaluate if you’re receiving service comparable to what you’re paying for. It’s typical to receive between 60-90% of the maximum speed advertised for your plan, but any less and you may want to phone Shaw’s customer service and investigate the situation.
Improve Your Home Internet Connection
There’s a chance that you might be running into some frustrations because your internet plan just isn’t fast enough. Maybe you've added more streaming devices to your home, or perhaps there are more people doing virtual work and learning in your household. Depending on your current Shaw plan’s speeds, it could be worth your while to look into a new plan that provides more bandwidth and potentially more savings if you’re able to take advantage of bundle pricing. Bundles combine your internet, TV, cell phone, and home phone into one bill.
Adding a Wi-Fi booster or extender can also help with troublesome spots around your home like basements, backyards, and the areas furthest away from your modem. By extending your network, you’ll have a more reliable connection and faster speeds in areas that used to struggle with signal quality.
Switching ISPs
Shaw’s internet delivers its customers some of the nation’s best speeds through its hybrid fibre-coaxial connections, but pure fibre internet delivers the fastest internet speeds available right now. Telus is one of Shaw’s direct competitors in Western Canada and offers fibre internet with speeds that can reach up to 1.5Gbps download and 1Gbps upload. Even if Telus internet isn’t available for you, there are plenty of options for customers in the west. Check out our tool to find the best fast plans available to you.
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