Support

Find solutions to common problems, or contact us

illustration of question mark beside woman

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.

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):

Ubiquiti airCube - black cube router

Unifi / Mikrotik

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 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:

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:

Contact info:

You can reach us via:

Email (preferred): support@shadowinternet.ca

Text/call: 780-753-0234

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