Reviews

Review Details

• Review fromColin S

  Date: 19/04/2025

  1 star

  Colin S

  Date: 19/04/2025

  Their brilliant service team interpreted my email of moving at the end of May to mean the end of March. What should have been a very simple case of reverting my address change in the system—that shouldn't have even happened to begin with—ended up with me having no internet service for over a week despite multiple phone calls. Their laughable resolution is to offer me credit only for the days I missed service on my next bill: a measly $16.80. That is all they are offering for a week of me blowing through my mobile data & having to arrange things in life over an incredible mess up on their part. Absolutely ridiculous.

  Carrytel

  Date: 23/04/2025

  Hello *****, 

  Thank you for your feedback and for giving us the opportunity to address your concerns.
  We sincerely apologize for the initial confusion regarding your move date, which led to an unintended service disruption. We understand how inconvenient it must have been to be without internet during that time, and we’re truly sorry for the frustration caused.
  After reviewing the situation, we worked with you to reach a resolution and provided a full month of service credit as a gesture of goodwill. We're pleased to know that you were satisfied with this outcome, and we appreciate your understanding as we worked to make things right.
  At Carry Telecom, we are committed to learning from these situations and continuously improving our service. If you ever need further assistance, our support team is always here to help.

  Sincerely,
  Carry Telecom Escalation Team

• Review fromDreena D

  Date: 02/11/2024

  1 star

  Dreena D

  Date: 02/11/2024

  Since joining Carrytel on October 15, 2024, I’ve faced serious service failures impacting my work and finances. These issues reveal a lack of reliability, organization, and accountability. Equipment Delivery Issues: From the start, obtaining equipment involved delays and poor communication. Despite multiple calls and assurances, I faced ongoing address verification issues. I offered verified documentation from ****** ****, but your representative instead reverted to my old address, creating unnecessary delays and forcing me to argue for a fee reduction for Carrytel’s error. Billing and Payment Confusion: The situation worsened when my service was disconnected, despite paying my bill seven days in advance and receiving confirmation that payment was received six days prior. This interruption caused me to miss an essential work meeting, ******* * ******** ***** ******** ** ******* ** ****. Customer support dismissed the issue, citing a “3-5 day processing time” that had already been met, failing to address the real impact on my work and income. ******* *********** ******* ************ ***** Although my service was restored after a complaint, the interruption caused me to miss a critical meeting, leading to ************ *** ********* consequences. Given my work’s demands, these failures have directly impacted my responsibilities. Given these repeated disruptions, billing issues, and communication lapses, I request Carrytel’s immediate attention to the following: A Credit for the financial impact and time spent addressing these issues. Assurance of Reliable Service and commitment to address the organizational and technical errors affecting my experience. ****** ***** 

  Carrytel

  Date: 08/11/2024

  Dear ******,

  Thank you for sharing your concerns with us. We sincerely apologize for the series of issues you've encountered since starting your service with Carrytel. We understand the frustration these service disruptions and administrative errors have caused, especially given their impact on your professional responsibilities.

  We want to assure you that we have taken your feedback seriously and have taken steps to rectify the situation:
  Equipment Delivery and Billing - We acknowledge the initial miscommunication regarding your address verification and billing. We have reviewed our processes to prevent such errors in the future and ensure more accurate handling of customer information.

  We apologize for the misunderstanding regarding the payment processing time that led to the disconnection of your service. We appreciate your proactive approach to fulfilling payment obligations and understand the critical timing of such disruptions. As a gesture of our commitment to rectify our mistake, we have waived the suspension fee associated with this incident.

  Since your service activation, we have noticed that your modem is online without interruption for the past 23 days. We are committed to maintaining reliable service and improving our communication to ensure a more organized and accountable customer experience.

  We value your business and the opportunity to correct these issues. Should you need further assistance or have additional feedback, please don't hesitate to reach out to our customer support team. You can call us at ###-###-#### or email us at ********@********.ca and we’re here to help and want to ensure you have a positive experience with us.

  Thank you for your patience and understanding.

  Best regards,

  Carrytel Escalation Team

• Review fromWESLEY D

  Date: 30/10/2024

  1 star

  WESLEY D

  Date: 30/10/2024

  Service was substandard. Charged for modem when it was a few days late, plus charged to send back and charged for a restocking fee. Totally more than $50. * ***** **** ***** Whatever price they give you it is not worth it.

  Carrytel

  Date: 08/11/2024

  Dear ****** *** ********,
  
  Thank you for sharing your feedback with us. We’re truly sorry to hear about your experience with our return process and the additional fees involved. We understand that unexpected charges can be frustrating, and we strive to maintain transparency in our billing practices. Please know that our team is always here to discuss any fees in detail, and we are committed to continually improving our processes to make them as clear and straightforward as possible.
  
  To help address your concerns, we attempted to call you back 15 minutes after your last conversation with our agent on October 30. We also tried to reach you again the next day, October 31, to inform you that we would be waiving the restocking fee. Unfortunately, we weren’t able to connect with you. If you would like to discuss this further, please don’t hesitate to reach out to us directly. You can call us at ###-###-#### or email us at ********@********.ca – we’re here to help and want to ensure you have a positive experience with us. Thank you again for your feedback and we look forward to resolving this matter promptly.
  
  Sincerely,
  Carry Telecom Team

• Review fromAhmed H

  Date: 01/10/2024

  1 star

  Ahmed H

  Date: 01/10/2024

  My experience with Carry Telecom has been nothing short of frustrating. Their network blocks important applications, and I had to do all the troubleshooting myself because their team is unqualified and inattentive. They only started taking my complaint seriously after I filed a complaint with CCTS. Even then, their response was disappointing. They offered me a $100 credit to resolve the issue, which I initially accepted. However, when I asked them to increase it to $110 to cover two months of my subscription, they refused. It’s shocking that they cared more about saving $10 than about properly satisfying a very disappointed customer. To make matters worse, they connected my service a full week late after the agreed installation date, and I had to follow up daily. I eventually discovered by accident that the service was finally connected. ** ****** ******* *** ******** ******* *** ******** ******** * ******** ******* ******* ********** Carry Telecom only seems to care about closing tickets and cutting corners, not about actually helping customers.

  Carrytel

  Date: 06/10/2024

  Dear ***** ******,
  
  Thank you for taking the time to share your feedback regarding your experience with Carry Telecom. We sincerely apologize for the frustrations you’ve encountered and the impact it has had on your service experience.
  
  We acknowledge that your service installation was delayed, and we understand the inconvenience this has caused. Our team strives to meet all scheduled timelines, and we regret any lapses in communication that occurred during this process.
  
  Regarding the issues you faced with application blocking and troubleshooting, we continuously work on enhancing our network to better serve our customers. We are sorry to hear that your initial interactions did not meet our standard of service. It is important to note that Carry Telecom operates as a third-party provider, relying on infrastructure owned by Shaw/Rogers West in this region. We conducted a comprehensive review in collaboration with our infrastructure and end provider, Shaw/Rogers West. After extensive troubleshooting, including an analysis of the routing information/files provided by you, Shaw/Rogers West confirmed that there are no issues on their end that would prevent proper service delivery. They have confirmed the absence of any routing errors that could be rectified from their side. We would also like to remind that, as stated in our terms (https://www.carrytel.ca/term.aspx, section 2.1), Carry Telecom does not warrant or guarantee that the service(s) or the provided equipment(s) will be compatible to the customer's own equipment, or the equipment(s)and/or service(s) offered to the customer by third-parties.
  
  After reviewing the details facilitated by CCTS, we understand that a $100 credit was agreed upon as a reasonable resolution. While we respect your subsequent request to increase this credit to $110, we must adhere to the agreements made through the CCTS concilliation process.
  
  Please rest assured that the agreed credit has already been applied to your account and is available for your future bills.
  
  We truly value your business and would like the opportunity to ensure that your future interactions with us are positive. If there are any other concerns or if you need further assistance, please do not hesitate to reach out to our customer support team.
  
  Thank you for your understanding, and we hope to serve you better moving forward.
  
  Sincerely,
  Carry Telecom Team

• Review fromAmir F

  Date: 17/08/2024

  1 star

  Amir F

  Date: 17/08/2024

  Very poor customer service. I ordered home internet for my apartment and booked 2 weeks in advance service technician to set my wifi, they called me 2 days prior the schedule to confirm and I confirmed that I will stay home from 8am to 12pm and I waste my whole day waiting for technician to show up and set up my internet but they didn’t show up. When I call the customer service they were unable to contact the technician so they rescheduled it but they weren’t sure when the next technician will be coming. This is not acceptable. Very very poor service.

  Carrytel

  Date: 26/08/2024

  Dear **** **** ****
  
  Thank you for sharing your concerns with us. We sincerely apologize for the inconvenience and frustration caused by the missed appointment and the issues with the technician’s visit. At Carry Telecom, we strive to provide reliable and timely service and clearly, we fell short in your case.
  
  As a third-party internet service provider, we coordinate closely with our end providers to schedule on-site technician visits. Unfortunately, there are occasions where circumstances arise that are outside our direct control, such as the absence of a technician. We understand how important it is to have a reliable internet connection, and it is never our intention to waste your time or cause any disruption.
  
  When we were unable to reschedule the technician visit and confirm a new appointment quickly, we opted for a remote activation approach. We are pleased to inform you that this was successful, and your internet service was activated on August 18, 2024, and that billing commenced only from August 19, 2024.
  
  We are taking steps to improve our service coordination to avoid similar situations in the future. Please be assured that we are committed to providing you with the quality service you expect and deserve. If you have any further inquiries or require assistance, feel free to reach out via phone at 647-560-4448 or email at *******@********.ca.
  
  Thank you for your understanding, and we look forward to serving you better in the future.
  
  Warm regards,
  Carry Telecom Escalation Team

• Review fromHamed S

  Date: 25/07/2024

  1 star

  Hamed S

  Date: 25/07/2024

  Their service was *** **** the worst service I've used ever *** **** ** ** ******* *******. The disconnections that have been happening was not the main issue. The main issue was they are charging *** ********* for any reason they can find such as the scratches on the routers. They give their routers to customer first of their contract and get deposit for them and at the end of contract they will bring excuses such as scratches on the routers and will charge you 60$. **** *** *** **** ** *** **** *** ****

  Carrytel

  Date: 29/07/2024

  Dear ***** *****,
  
  Thank you for taking the time to share your feedback. We sincerely apologize for any inconvenience you've experienced with our service. At Carry Telecom, we strive to provide the best possible service and we regret to hear that we did not meet your expectations.
  
  Regarding the charges for damages to our equipment, we understand your concerns. As outlined in our Terms and Conditions"*********************************" (Section 7, "The Equipment"), we do require that our routers be returned in good condition. This policy is in place to ensure that all customers receive high-quality and well-maintained equipment. Unfortunately, if the equipment is returned with physical damage that cannot be refurbished, we will charge a fee to cover the costs of replacement.
  
  Though you have chosen to discontinue your service, your insights are invaluable for improving our processes and customer service. We are committed to reviewing and adjusting our practices where necessary to better serve our customers.
  
  Should you have any more questions or need further assistance, please do not hesitate to reach out. We wish you all the best in your future endeavors.
  
  Warm regards,
  Carrytel Team

• Review fromWarren C

  Date: 25/07/2024

  5 stars

  Warren C

  Date: 25/07/2024

  Excellent customer service from CarryTel.! I got a company laptop and need to setup VPN for it at home, but it didn't connect. This is a problem of rare difficult since it was not caused by CarryTel network nor my home router configuration, nor device defects. With the help of CarryTel staff, the problem is quickly pinpointed and a solution found. The CarryTel technical personal (Steve) is nice and helpful, very knowledgeable and professional to get the problem solved. I am very happy with the result and really grateful for the effort you've made. Thanks.

  Carrytel

  Date: 26/07/2024

  Dear ****** *****,
  
  Thank you for taking the time to leave such a thoughtful review! We're delighted to hear about your positive experience with our customer service and technical support teams. At Carry Telecom, we pride ourselves on resolving even the most challenging issues efficiently, and it's wonderful to know that Steve was able to assist you effectively with your VPN setup. Your satisfaction is our top priority, and we’re thrilled we could meet your needs.
  
  We appreciate your kind words and are here to assist you anytime. Thank you for choosing CarryTel!
  
  Best Regards,
  CarryTel Team

• Review fromEdin M

  Date: 22/07/2024

  5 stars

  Edin M

  Date: 22/07/2024

  Being fed up with previous ‘Big Three’ ISPs and their over priced service packages, I searched for an alternative. I did have an Independent ISP I liked for a time. But as it began to exhibit service interruptions and frustrations with customer service inability to correct the problems I decided I’d had enough. That’s when I saw an advert for Carrytel, researched the services and benefits that I canceled and switched to this provider! I got everything I needed, speeds, reliability, flexibility in billing and better hardware! Customer Service made the transition easy and setup was a snap! And all for just over half the price of my previous ISP which was already less expensive than the Big Guys! So the bottom line is that I have no problem recommending Carrytel to anyone as well as my friends!

  Carrytel

  Date: 24/07/2024

  Dear **** *****,
  
  Thank you so much for sharing your positive experience with Carry Telecom! We're thrilled to hear that you found our services, including the speed, reliability, and customer support, to your satisfaction. At Carry Telecom, we strive to offer the best possible alternatives to 'Big Three' ISPs, focusing on affordability without compromising quality. Your feedback helps us continue to deliver great experiences and improve where necessary. We’re grateful for your recommendation and are delighted to count you among our satisfied customers. Looking forward to serving you and your friends in the future!
  
  Best Regards,
  Carrtel Team

• Review fromMorris S

  Date: 06/06/2024

  1 star

  Morris S

  Date: 06/06/2024

  ***** ********* A Nightmare Experience *** ***** *********  ** ****** ** *** ****** *** * *** ******** ********* * ******** ****** *** ** ***** ***** ** ********* Our experience with them has been nothing short of a nightmare. We were loyal Carrytel customers for four years, paying $62 per month for a mere 100 Mbps. Recently, I found out that all my referrals were getting a far better deal—$39 for 1000 Mbps. That’s right, while I was stuck with a slow and overpriced plan, my referrals enjoyed blazing fast speeds for a fraction of the cost. **** ***** * **** ** *** **** *** ***** * ***** *********  Naturally, I called Carrytel to see if I could upgrade to a higher speed plan. Instead of a straightforward upgrade, they told me I needed to cancel my current plan and reapply for a new one. So, we did just that. My wife applied for the new plan, which clearly stated that her card would only be charged after installation (if I can only upload a photo of the charges and email from Carrytel, I would post it here). On May 24, 2024, a Carrytel sales representative rejected my wife’s application. We assumed that meant no charges would be made. We moved on *** ***** * *** ******** ********* ********* ***** ****** ********** ***** ******** ** ** ********** ****** ****** ********** ******** ***** ******* ***** ****** ******** *** **** ******* ***** ****** ** **** ***** ******** ******** ********* ********** ***** ********* ******* *** ***** **** ** ********** **** Carrytel still charged my wife’s card, despite rejecting her application. To add insult to injury, Carrytel claimed they sent us equipment that needed to be returned, even though no installation ever took place! This entire ordeal has been incredibly frustrating. Carrytel’s lack of communication, ********* pricing, and horrendous customer service have left us ******** *** regretful of our years of loyalty. **** ******** *** ******** *** ***** ******** ** *** ******  Sincerely, A Very Frustrated Former Customer

  Carrytel

  Date: 10/06/2024

  Dear ****** ******,
  
  Thank you for sharing your concerns with us. We genuinely regret hearing about your frustrations and would like to address the issues you’ve raised.
  
  Firstly, we sincerely appreciate the loyalty you've shown Carrytel over the years. Our promotional offers, like the one you mentioned for new referrals, are designed to attract new customers and are a common industry-standard practice. As a former new customer yourself, you may recall benefiting from similar promotions when you first joined us. These promotions are periodically reviewed and tailored based on market dynamics and our capacity as a third-party provider. Our main goal is to continue offering competitive services while managing the costs inherent in leveraging infrastructure from larger providers.
  
  Regarding the upgrade of service plans, we encourage our existing customers to opt for a regular upgrade through their current account rather than cancelling and reapplying. This policy is in place to streamline the process and avoid complications such as service interruptions, and potential setup delays. We understand that it may be frustrating to see new customers receiving promotional deals that are not available to existing customers and we recognize that some of our loyal customers might be interested in these new promotional deals. If you wish to access one of these hot deals, the option to cancel your existing account and reapply as a new customer is available.
  
  We are concerned about the charge on your wife’s card despite the rejection of the application and no installation taking place. Please let us explain that the initial charge on your wife's card dated May 22, 2024, was indeed a standard procedure for new customer applications at Carrytel. This charge comprised the modem deposit and shipping fees, which are necessary before we can activate internet service for new accounts. These pre-service charges are intended to secure the equipment needed for your internet setup and to cover the logistics of shipping.
  
  Unfortunately, since your wife's application was not approved, no services were activated, and no equipment was sent. We sincerely apologize for any confusion and inconvenience this has caused. We understand that seeing a charge without the corresponding service can be particularly frustrating.
  
  Please rest assured that a refund for the full amount of the modem deposit and shipping fees was processed on June 7, 2024. Depending on your bank's processing times, this refund should appear in your account within 2 to 5 business days from the date it was issued.
  
  We understand that the telecommunications landscape is evolving, and customer expectations are higher than ever. We are continually striving to improve our services and policies to better meet the needs of our customers. Your feedback is invaluable to us in this ongoing process.
  
  If you have any further questions, please contact our customer service team at ****** so we can look into the issue immediately and discuss any other concerns you may have. We are here to help.
  
  Thank you once again for your feedback.
  
  Sincerely,
  Carrytel Team

• Review fromMinh L

  Date: 23/04/2024

  4 stars

  Minh L

  Date: 23/04/2024

  The internet speed was stable, First I had issue with **** router set-up that caused by defect router,Carrytel exchanged me another one within few day shipping waiting period. Since that time everything ran smoothly .highly recommendation.Guys, *** *** **** to set up your Wifi, got it in what you expected.

  Carrytel

  Date: 10/06/2024

  Dear **** *****,
  
  Thank you for taking the time to leave us a review and for your positive feedback. We're delighted to hear that you are satisfied with the stability of your internet service and that the replacement of the **** router resolved the initial setup issues you experienced.
  
  We appreciate your patience during the few days it took to ship the replacement router. Our team is committed to ensuring that any equipment issues are addressed promptly to minimize inconvenience and maintain the quality of your internet experience. It’s great to hear that everything has been running smoothly since then.
  
  Thank you also for recommending the **** app for WiFi setup. It's tools like these that enhance the user experience, and we're glad it worked well for you.
  
  We truly value your recommendation and are pleased to have you as a valued customer. If you ever need further assistance or have suggestions on how we can serve you better, please don’t hesitate to reach out to our customer service team.
  
  Thank you once again for your trust and support.
  
  Warm regards,
  Carrytel Team