Video on Demand connection troubleshooting tips

If your connection to Shaw Direct On Demand has been lost, please check the following:

1. Verify that the Ethernet cable is connected tightly to the back of your set-top box and your modem.
   • If you are connected with a powerline bridge, ensure that both your set-top box has a tight connection as well as the powerline bridge connected to your modem.
     
     
   • See connections and powerline bridges for more information.
     
     
2. Run a speed test – Press "OPTIONS", "4", "6", "A" to run a speed test.
   
   
   • Your speed test will show if you have sufficient bandwidth to order standard definition (SD) or high definition (HD) content.
     
     
3. Check your Network Status – Press "OPTIONS", "4", "6" to check your Network Status
   
   
   • All fields should read "Online"
   • If one or more fields reads "Not Available", perform a DHCP Refresh by pressing B on your remote
     
     
4. Reset your set-top box – follow these steps to reset your set-top box:
   
   
   • Unplug the set-top box's power cord from the back of the set-top box or from the wall outlet.
   • Leave unplugged for 30 seconds and plug back in.
   • The set-top box should boot up properly in less than 90 seconds.
     
     
     

Note: Rebooting your set-top box may cause a loss of your Guide data for up to an hour.

If none of the above troubleshooting steps allow you to connect to Shaw Direct On Demand, please call technical support for further troubleshooting steps.