Support
Find solutions to common problems, or contact us
Things to check before submitting a support request:
Do a speedtest and check you are getting your plan speeds, or at least 100 Mbps. If speeds are low, take a screenshot and send it to us for diagnosis.
- speedtest.net Or try their mobile app for a more comprehensive test
- fast.com - be sure to press more info
Do not reboot equipment during early morning - the equipment may be performing an automatic software update. Check our website for a top banner indicating that software updates are in progress. Updates typically take place Tuesday morning 2-4:00AM.
We recommend performing speedtests or other diagnostics when wired into the router with an ethernet cable. Internet Gig plans require a hardwired device to achieve maximum speeds.
Speeds above 100 Mbps when on WiFi are considered excellent, and higher speeds may be achieved when closer to the router. To extend the WiFi signal contact us about our WiFi nodes to increase coverage.
WiFi router troubleshooting
If you have a Nokia Beacon G6 router (white router with Nokia logo and 5 lights on the front):
- Known issues:
- WiFi speeds get 'stuck' at slow speeds - reboot the device by unplugging and replugging the power adapter. Please contact support if you have this issue and rebooting fixes it so we can download diagnostic data. Alternatively, contact us before rebooting so we can try a different fix.
- Nokia WiFi app takes a long time to onboard or login - the mobile app may take 15 minutes to finish onboarding and reboot your router during the process. An alternative is to login to the router's web interface by visiting http://192.168.1.1 in a web browser to change router settings. The default username and password are written on the bottom of the router.
- Bottom four lights should all be green during normal operation:
- WLAN - green when WiFi signal is broadcasting. If not green, wait 30 seconds. If still not green, press and release WLAN button on back of router then wait 30 seconds. If still not green reboot router or contact support
- INTERNET - green when the router is fully online and operational
- WAN - green when the router is connected to the modem. If orange, the connection is only 100 Mbps. Try reseating WAN ethernet cable at both ends. If still orange, contact support for free equipment replacement. If not lit, check that modem has power, or contact support.
- POWER - green when powering on or powered up. May blink during a software update
- Slow WiFi speeds:
- Try connecting to the Shadow-0000_5GHz network. 5GHz is shorter range, but typically much faster
- Try rebooting the router to see if the issue resolves. Consider contacting support so diagnostics can be taken before the reboot to try and fix the underlying issue
- Do a speedtest in the same room as the router to rule out a weak WiFi signal
- Still slow? Contact support for more diagnosis
Ubiquiti airCube - black cube router
- Do not factory reset device! Important configuration is stored and may require a technician visit to repair.
- A white light under the device should be on when operational. The light may be dim if the device is old
- Try connecting to the 5GHz WiFi network, or turn WiFi off and on in the same room and perform a speedtest to rule out a weak wifi signal. If signal is weak, contact support for WiFi booster options.
- Ensure cable to outdoor modem is connected to the blue WAN port. Try unplugging the modem cable and replugging if no connection is available. Or try rebooting the modem power supply/poe injector.
Unifi / Mikrotik
- Mikrotik Hex S router (grey box with 5 ethernet ports)
- Do not factory reset device! Important configuration is stored and may require a technician visit to repair.
- Ethernet 5 light is normal to be blinking green/orange/red. If the light is solid red, or off, there could be a problem with your outdoor modem. Ensure ethernet cable is connected, and then contact support.
- Unifi U6 Mesh WiFi AP
- Known issues:
- WiFi speeds get 'stuck' at slow speeds - reboot the device by unplugging and replugging the POE injector. Please contact support if you have this issue and rebooting fixes it so we can download diagnostic data.
- Do not factory reset device! Important configuration is stored and may require a technician visit to repair.
- Device should have a blue ring light on during normal operation
- Device can be rebooted by finding the POE injector, and unplugging the injector for 10 seconds, then plugging back in.
- Light may blink white when performing software update
- Unifi U6 Pro WiFi AP
- Known issues:
- WiFi speeds get 'stuck' at slow speeds - reboot the device by unplugging and replugging the POE injector. Please contact support if you have this issue and rebooting fixes it so we can download diagnostic data.
- Do not factory reset device! Important configuration is stored and may require a technician visit to repair.
- Device should have a blue ring light on during normal operation
- Device can be rebooted by finding the POE injector, and unplugging the injector for 10 seconds, then plugging back in.
- Light may blink white when performing software update
Rebooting your router is a common troubleshooting step, but should rarely have to be performed. If you are having to reboot your router often to restore service, contact us and we will replace the faulty equipment.
Cell signal vs WiFi signal
Smartphones can connect to two different types of wireless networks:
- Cellular network - provided by your carrier like Telus, Bell, Rogers, Koodo, Fido, etc. The cellular network is what phone calls and SMS are routed through.
- WiFi network - provided by your WiFi router installed by Shadow Internet. Websites and apps will prefer to use the WiFi connection before the cellular connection.
Cellular signal strength on smartphones is typically represented by vertical bars, vs WiFi signal strength represented by curved bars/lines.
A weak cell signal will not impact WiFi speeds. A strong WiFi signal will not fix a weak cellular connection, or cell phone call quality issues.
Unsupported devices
These devices may work, but Shadow Internet will not provide troubleshooting help or assistance setting them up:
- Smart TVs older than 5 years old
- Streaming sticks/Rokus/Fire Sticks/Chromecasts/TV streamers that are more than 5 years old
- Printers
- IoT devices
We cannot provide support for cell phone calling issues, please contact your cell carrier if you are having call quality issues, or problems staying connected to a phone call. You may be able to enable WiFi calling to use your internet connection instead of the cell network to place calls. We do not install cell phone boosters. Contact local electricians or low voltage contractors for cell booster installation and support.
What to include in your support request
Include these items to help our support staff get you a solution as soon as possible:
- Address where service is installed
- Device model that is having the problem, and software version. Example: iPhone 15 iOS 18.1
- Does the problem happen on multiple devices, or just one?
- Which websites or apps are having issues? Just one app, or multiple?
- Which WiFi network are you connected to?
- When did the problem start?
- Does the problem only happen during certain times of the day?
Contact info:
You can reach us via:
Email (preferred): support@shadowinternet.ca
Text/call: 780-753-0234
- Phone hours: 9am - 6pm weekdays
- Email response hours: 9am - 9pm every day. Feel free to email outside of those hours, and we will respond during the next window.