Understanding Service Interruptions and Network Outages

We work hard to keep you connected, but sometimes you might lose your satellite signal. Here’s how to understand and troubleshoot service interruptions.

One of the first things we recommend when troubleshooting service interruptions is to check the weather. Heavy rain, snow or hail can temporarily disrupt your satellite signal. If the weather looks fine, the issue might be something else.

If you are receiving an intermittent signal on your set-top box, try troubleshooting the set-top box.

A service interruption means your satellite TV service isn’t working as expected. Examples of service interruptions could be bad picture on a channel, missing channels or a complete service outage where there is no channel reception.

Several factors can cause service interruptions, including:

• Equipment issues
• Power outages
• Construction in your area
• Severe weather (like heavy rain or snow)
• Internet congestion (for On Demand content only, if your receiver is connected to WiFi or Ethernet)

Service interruptions can also be due to planned maintenance for your services. In these cases, services are typically restored as soon as possible.

If the weather isn’t the issue, the next step is to check your equipment. Try the following troubleshooting tips:

1. Restart your set-top box: Unplug it for 60 seconds, then plug it back in. Wait for it to refresh and check if the channel appears.
2. Inspect splitters: These can sometimes cause signal dropouts. If you need more lines than your satellite dish supports, contact us for solutions.
3. Check your joiners: Make sure they support frequencies of 2,100 MHz or higher.
4. Check for obstructions: Make sure snow, power lines or other objects don't block your satellite receiver.

In most cases, your service will be restored automatically. If not:

1. Restart your equipment again.
2. Refresh your satellite receiver
3. Still having trouble? Visit Shaw Direct Support for 24/7 troubleshooting help.