Frequently Asked Questions
General
Q: What is Carrytel 7-day risk free trial?
A: Within the first 7 days of the service (starting from the installation date or activation date), if customer cancels the plan, Carrytel will have the modem charge and service charge fully refunded to customer. However, any installation fee and modem shipping fee, if incurred, cannot be refunded.
Q: How do I switch to Carrytel?
A: Switching to Carrytel is easy. Sign up with us online, and call our sales agent, we will guide you the rest. We will schedule your installation or transfer on the same day or next day as your cancellation date, so there is no service interruption. We do need some advance notice for scheduling of your new internet set up depending on your current provider.
Q: How long does it take to activate services?
A: DSL services for Ontario & Quebec can be activated 7 days after the ordering day. Installations cannot be performed on Statutory Holidays or Sundays. Cable services (Rogers Area) in Ontario can be activated 7 days after the ordering day. Cable services (Rogers Area) in New Brunswick can be activated 7 business days after the ordering day. Cable services (Cogeco and Videotron Area) can be activated 14 days after the ordering day.
Q: How can I get the equipment? Will technician bring it?
A: Pickup option: Customer can pick up the equipment from the nearest Carrytel Office. Shipping option: Once the activation date is confirmed, we will ship out the equipment and you will be notified by email with a tracking number. Normally you will receive the package within 3 business days for Ontario and Quebec province. For New Brunswick, it may take 4-5 business days. Our standard shipping rate is $14 + tax (Canada Post Expedited). All the technicians will be sent from the primary providers (Bell, Rogers, Cogeco etc.) and they are not able to bring the modem with them to customers.
Q: Can I use my own modem?
A: Please check the plan details for more options.
Q: How can I cancel your service? What is your cancellation policy?
A: We are sorry to see you leave us. Cancellation request must be telephoned to our call center. We need to speak with you to validate that you are the actual account holder. Please note, we cannot accept any service cancellations by Chat or by Email. If you do send in a request for service cancellation by Chat or Email, we will be unable to process it.
Q: Do I have to be home on the installation date?
A: For FTTN/DSL internet, we advise customers or someone over the age of 18 to be physically present on-site during the installation. For Cable internet, depending on your home address cable condition, a technician might or might not be sent to access your home. If visit required, you will be noticed by phone and email in advance and the technician is only responsible for testing signal and will not connect modem for you.
Q: Do I have to return my hardware upon cancellation?
A: If you are renting any equipment from Carry Telecom, you have to return all the devices within 30 days from the cancellation date.
Q: Will I be charged for my service even if I stop using it?
A: Yes, it is your responsibility to contact us if you wish to cancel your services.
Q: How to move your existing services with Carry Telecom to the new address?
A: You have to contact us to place the moving request 2 weeks in advance of the moving date.
Q: GENERAL - Can I ask the Technician to install other wall jacks in my home?
A: Technician will help to install the service to the demarcation point. For other requests, such as installing additional wall jacks and wires, there would be extra charge.
Q: GENERAL - How much downloading speed do I need to watch the 4K UHD video?
A: The 1080p HD streaming on YouTube or NETLIFX requires 5.0 Mbps (Megabits per second) stable connection while the 4K UHD streaming needs AT LEAST minimum 25.0 Mbps (Megabits per second) stable connection. If you have a 25M internet plan with us, you may not be able to watch 4K UHD video smoothly because any fluctuation of your downloading speed will cause buffering for 4K video streaming. We recommend having at least 50 Mbps downloading speed to watch the 4K video.
Q: GENERAL - Which WiFi channel is the best one in my home?
A: Please check www.carrytel.ca/download/WIFIinfoView.exe
Q: GENERAL - How do I test my Internet speed?
A: If you would like to accurately test your Internet speed when you find it slow, do the following:
- Using a wired Internet connection, launch your Web browser.
- Visit the website: www.speedtest.net.
- Click Go. The speed test begins. NOTE: The test may take up to one minute.
- Your download and upload speeds are displayed.
Q: Where to download the manual for Hitron CDA3-20?
A: Please download the manual at www.carrytel.ca/download/hitroncda3-20.pdf
Q: Quick Start Guide - How to set up the modem Hitron CDA3-20?
A: Please follow the instructions at www.carrytel.ca/download/CDA3-20.pdf
Q: How to set up Hitron - advance wifi modem/Easy connect?
A: Please follow the instructions at www.carrytel.ca/download/cgn3setup.pdf
Q: HOME PHONE-VOIP set up instruction
A: Please check file of www.carrytel.ca/download/voip-setup.pdf
Q: How do I make changes to my account profile or update my credit card information?
A: Log in to your Carry Telecom My account with your email address and password sent to you in the initial email after you signed up. You can find options available under Billing & Account section to make the necessary changes such as updating payment method, credit card details, language preference or your profile.
Q: What payment methods do you accept?
A: We accept major credit cards: VISA, MasterCard as well as Debit Visa and Debit MasterCard. You can also make the payment through online banking as well with one of the following banks: BMO, RBC, TD, Scotiabank, CIBC and Desjardins.