Troubleshooting

Troubleshooting my slow Business Internet

Understand possible causes as to why your Shaw Business Internet connection is slow and how to troubleshoot the connection issues. Fix Internet speed issues with these basic troubleshooting tips.

Key points

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  • Access your My Shaw to find out how much bandwidth (data) was used in the last 6 months. For heavy usage, a faster plan might be necessary.
  • Slow Internet speeds can be caused by a variety of factors, including Shaw network issues, equipment failures, software programs that use up a lot of memory or data, computer viruses and other malware, poor WiFi connection, and more.
  • Testing Internet speeds and then testing possible causes for slow speeds will help you get the issue fixed as quickly as possible without too much interruption to your business.
  • Some of the troubleshooting tests outlined may cause downtime in your business. Make sure you consider potential interruptions before you run these tests.
  • Shaw ensures that network speeds from our network up to the modem meet your subscribed Business Internet plan.
  • Speed issues in your internal business network are your responsibility, but Shaw Support can verify that there are no Shaw-related issues and help to point you in the right direction.

How can I test my Internet speed?

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Every Business Internet plan has advertised download and upload speeds. Start your Internet troubleshooting by testing your actual speeds and compare them to the advertised speeds.

  1. Check your monthly bill to confirm your plan.

Every Business Internet plan has advertised download and upload speeds. Start your Internet troubleshooting by testing your actual speeds and compare them to the advertised speeds.

  1. Check your monthly bill to confirm your plan.
  1. Visit Shaw Business Internet plans to confirm your subscribed plan’s download and upload speeds.
  2. Visit speedtest.shaw.ca and run the test.
  3. Compare the results to your subscribed Shaw Business Internet plan.
    • Download and upload numbers should be in line with the plan’s advertised speeds.
    • Ping time results should be lower than 30ms. The lower the number, the better.
    • If the results don’t match the advertised speeds of your Business Internet plan, continue with the troubleshooting suggestions in this article.

Shaw speed test
Shaw speed test

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Test your connection directly from your Shaw modem

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Slow Internet speeds may be caused by Shaw network backbone or modem issues. Testing directly from your modem will identify if the slow speed problems occur on Shaw's side or in your internal network.

Note: This test will cause downtime for your staff so schedule this test carefully.


  1. Disconnect all of your network devices from the Shaw modem while you run this test.

Slow Internet speeds may be caused by Shaw network backbone or modem issues. Testing directly from your modem will identify if the slow speed problems occur on Shaw's side or in your internal network.

Note: This test will cause downtime for your staff so schedule this test carefully.


  1. Disconnect all of your network devices from the Shaw modem while you run this test.
  1. Hardwire one of your computers directly to the modem using an Ethernet cable (preferably Cat 6 or 6A).
  2. Visit speedtest.shaw.ca and run the test.
  3. Compare the results to your subscribed Shaw Business Internet plan.
    • Download and upload numbers should be in line with the plan’s advertised speeds.
    • Ping time results should be lower than 30ms. The lower the number, the better.
    • If the results don’t match the advertised speeds of your Business Internet plan, contact Business Technical Support to troubleshoot further. Do not reset the modem before contacting Technical Support.
    • If the results match the advertised speeds of your Business Internet plan, the speed issues are localized within your business network. Shaw may not be able to assist with third party issues, but continue with more of the following troubleshooting tests for helpful tips.
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Reset your network equipment

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Network equipment can freeze and may need to be reset. There are two ways to reset your network equipment:

  • Unplug and re-plug in the equipment (power cycle option).
  • Use the reset button on the equipment.


The power cycle option is recommended because the reset button will bring the equipment settings back to factory default and any custom network names, passwords, routing settings, and other important information may be lost. Both options will interrupt the network temporarily so schedule this reset carefully.

Network equipment can freeze and may need to be reset. There are two ways to reset your network equipment:

  • Unplug and re-plug in the equipment (power cycle option).
  • Use the reset button on the equipment.


The power cycle option is recommended because the reset button will bring the equipment settings back to factory default and any custom network names, passwords, routing settings, and other important information may be lost. Both options will interrupt the network temporarily so schedule this reset carefully.



How to use the power cycle option (preferred):

  1. Check with your IT technician first because some network equipment can’t be turned off and on, or might have special instructions for power cycling.
  2. Unplug the power cable on the back of the equipment.
  3. Check to make sure the lights on the front of the unit go off.
  4. Wait 30 seconds.
  5. Plug the power cable back in to the back of the equipment.
  6. Wait for the lights on the front of the unit to indicate it is back online. Note: This can take 30 seconds to several minutes.
  7. Test your Internet speeds, as described above.


How to use the reset button option:

Resetting equipment will lose all custom network names, passwords, routing settings or other important information.

Shaw WiFi modems:

  1. Locate the pinhole reset button on the back of your Shaw Modem.
  2. Gently press the reset button for 30 seconds with a pencil or paperclip.
  3. Let go of the reset button and wait for one to three minutes. The “Online” light on the front of the modem should turn solid green.
  4. To find the default network name and password on Shaw WiFi modems, find the white sticker on the top or side of the modem and refer to the SSID and Passphrase or Pre-Shared Key.
  5. Test your Internet speeds, as described above.

Resetting Cisco modem
Resetting Cisco modem



Third party equipment

Due to the potential for loss or change of settings, resets should only be done on third party equipment with the consent of the owner or IT department responsible.

  • Consult the equipment’s user manual or your IT support to learn how to reset any non-Shaw network equipment.
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Ethernet cable issues

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Internet speed issues can result from Ethernet cords that have become bent, kinked, or frayed, or if they have damaged or poor quality connections.

  • This becomes more noticeable on faster plans, especially if you have a plan with a speed of 50Mb/s or faster.
  • Try a new Ethernet cable, rated at CAT6 or better, to check if the existing cable might be a problem.

Computer software could be slowing down your connection

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Test and manage background tasks

  • Your staff may have programs running in the background that use a lot of data and that may slow down the network for everyone. Keep employees mindful of streaming music services or other non-essential uses of the network, especially during busy periods, when staff start complaining about slow speeds.
  • Background business services like data backup software, video surveillance cameras, streaming radio stations, and others can make a network feel slow. Temporarily turn them off and test your Internet speeds to see if they improve.

Test and manage background tasks

  • Your staff may have programs running in the background that use a lot of data and that may slow down the network for everyone. Keep employees mindful of streaming music services or other non-essential uses of the network, especially during busy periods, when staff start complaining about slow speeds.
  • Background business services like data backup software, video surveillance cameras, streaming radio stations, and others can make a network feel slow. Temporarily turn them off and test your Internet speeds to see if they improve.
  • Some essential services like security cameras really can’t be avoided. Security camera settings can be tweaked to reduce frame rate, degrade picture quality, or switch to grayscale instead of colour feeds, but these will reduce the usability of the feed.
  • Temporarily turn them off and test your Internet speeds to see if they improve. If the speeds match your plan without these services running but things feel too slow when they are in use, you might need to look at higher speed options.
  • For certain applications like offsite or cloud data backup, there may be options to schedule them to run overnight or at other times when a slower network would have less of an impact.
  • Access your My Shaw to find out how much bandwidth (data) is being used and note the upload and download usage. A plan with more speed and bandwidth might be necessary for heavy users.


Test and manage real-time scanning security services

  • Some routers, firewalls, security appliances, or even applications on computers scan all Internet traffic before making it accessible to users. If the settings are turned too high, the speed will seem slower because you would have to wait to receive data.
  • Temporarily turn these services and security settings off and test the Shaw modem to see if speeds improve.
  • If the speeds match your Business Internet plan without these services running but things feel too slow when they’re in use, you might need to look at a new plan with higher speed. Contact a Shaw Business representative for options. Many security appliances that offer real-time scanning include support documentation to confirm their guaranteed speeds. Check with your IT technician to investigate whether the equipment is working as it should be.


Check for potential malware

Occasionally, slow Internet speeds are caused by a computer that is affected by a faulty software program or malware (virus). Starting the computer in Safe Mode with Networking will help you troubleshoot the impact that malware may be having on the computer and network.

  1. Restart the potentially infected computer in Safe Mode. Search online for information on how to do this or consult your IT individual.
  2. Test your Internet speeds, as described above.
    • If speed results improve it is likely the computer itself is causing the decreased network Internet speeds because of a faulty program or malware infection.
  3. Consult your IT team to remove the malware from and update the affected computer.
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