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Troubleshooting Internet connectivity issues

Frequent Internet disconnections experienced on a device can occur as a result of hardware issues and loose cable connections. This article provides steps you can follow to address the most common issues with your wired devices.

If you have no internet connection on any of your devices connected to your in-home network, you may want to check out the article Troubleshooting: Unable to connect to the Internet for some basic modem troubleshooting and diagnostic tips.

How to check your connections

Frequent disconnections on a specific device may occur if your connection to the modem has been compromised by a faulty cable, or weak wireless signal.

If you are connecting to your modem directly (with an Ethernet cable):

  1. Ensure that the power cable and coaxial cable plugged into your modem and securely connected.
  2. Check the Ethernet cable connecting your modem to your computer. Disconnect and reconnect the Ethernet cable to ensure it is seated correctly.
  3. Check the length of each cable for damage. Any kinks or breaks in the cable may result in an unstable Internet connection.

If you are connecting to your modem through wireless internet:

  1. If you are currently using wireless Internet, test your connection by connecting your computer directly to your modem. For more information on how to do this, please see: Directly Connecting Your Computer and Modem.
  2. If the connection problems only persist while connected to wireless Internet -your WiFi, and appear to be resolved by connecting directly to your modem, then you may need to troubleshoot your wireless network

How to update/reset network adapters

Your ability to connect to your Internet network is dependent on your computer having an adapter installed. Occasionally, this device may need to be manually updated, enabled or reset.

Power cycle your equipment

Restarting your equipment is often the quickest way to solve Internet connectivity problems.

If you have the Rogers Xfinity Gateway (formerly known as Fibre+ Gateway), we recommend restarting it using the Rogers Xfinity App (formerly known as BlueCurve Home App).

For other modems, you can restart your modem with the tap of a button using MyRogers (Shaw). To learn more, read How To: Restart your modem with MyRogers (Shaw).

If you want to perform this task manually, please:

  1. Unplug the power cord from your modem.
  2. Unplug the power cord from your router. (If using a third-party router)
  3. Wait at least 30 seconds, then plug the power cord back into your modem.
  4. Wait a few minutes until the modem comes back online.
  5. Plug the power cord back into your router. (If using a third-party router)
  6. Restart your computer (and other devices)
  7. Test your Internet connection.

Boot in Safe Mode with Networking

This section is recommended for Advanced Users, if you are not feeling comfortable with below steps, please contact your manufacturer to get assistance.

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.