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Business Profile

Internet Services

Carrytel

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Carrytel's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Carrytel has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Carrytel

      301 3550 Victoria Park Ave North York, ON M2H 2N5

      BBB accredited business seal

    • CarryTel

      3751 Shell Rd Richmond, BC V6X 2W2

      BBB accredited business seal

    Customer Complaints Summary

    • 23 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:22/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Since November 1, 2022 I have a contract with Carrytel for my internet and land line. As of November 15, 2022 I do not have thew service (internet and phone) at all. I have been talking with the Carrytel agents many times each day. They are not able to tell me when I am going to have the service back. Every day I am told that they posted a new ticket, and they have to wait 24 hours for ******* response. I cannot perform my work (i am working from home) in the last 4 days. I was also told that if I cancel the contract, I will be charged the cancellation fees although the reason for my cancelation will be the fact that I do not have the promised service. They do not care about my loss of time and income. Today, again, I heart " we do not have any response from *****s".

      Business Response

      Date: 02/12/2022

      Hi Dear,

      The customer reported the issue on
      November 15th, 2022 as no internet. We have informed the customer that there
      was an area outage ongoing.The customer then called in on the
      same day to inform us that the internet was still not working , We informed the customer we have opened
      a ticket with ****** for the DHCP issue. As per procedure we get the
      following updates within 24-48 hours. As the customer was requesting for
      updates multiple times on the same day, the following day we sent a follow up
      request to ****** to get an update ASAP, As the issue persisted, the customer
      was requesting to cancel the services and we did offer to waive the
      cancellation fee of $69+tax as the customer was facing no internet for multiple
      days.

      We have also provided
      the option to the customer for changing the modem, and as well a tech visit on
      November 22, 2022 which was set for November 23, 2022 for 10am - The internet issue was then resolved
      November 22nd, 2022. The customer confirmed that the internet was working. A
      technician was scheduled for November 23, but since the issue was resolved the
      customer asked to cancel the appointment as not required.

      We have provided the compensation for
      1 month which is $68.90 and as well as the original credit based on our credit
      policy which is $16.08. In total, the customer is credited for $84.98. As per
      the customer, the issue is resolved.

      Therefore, the case is resolved

    • Initial Complaint

      Date:06/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered less than a week ago and pain 119 dollars for internet that has not been able to connect once since I've booked it up. Customer service is constantly lying and states outages are the reason I have not been able to connect.

      Business Response

      Date: 06/09/2022

      Already contacted Mr. ****** and had the opportunity to explain to him that the outages reported were true and reported on ******** official website.



      Mr. ****** understood very well and appreciated the words we shared. Case resolved.
      *** **************** *** **** ******* - ********** ******** - ****** * * ***************

    • Initial Complaint

      Date:06/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My internet was cut by my landlord for nefarious reasons. I pay for the internet and had it installed when I moved in years ago so. she had zero right.

      So I called carrytel to let them know what happend and we tried to arrange a time to come reinstall my internet-- which I would be charged for.

      Since last Wednesday August 24th 2022 I've had no internet. Carrytel kept telling me they were sending people and either no one came or I wasn't notified via email or phone call that any technician was coming at all.

      I have a job, which I informed them about but was still willing to work around my schedule to get my internet back. They never came or then had people randomly show up while I was at work. Their customer service reps were also extremely rude and dismissive on the phone.

      Now I want my money back for the month I've been billed and the reinstallation that never happened and then I want to close my account but they won't let me do that.

      I actually have all the messages in write-down from when they started messaging me on *********.

      * **** **** ** ** **** **** **** ***** ******* *** **** **** ** *** **** *** ** **** **** **** 

      Business Response

      Date: 13/09/2022

      Dear BBB,

      We've called customer and confirmed that the internet is working fine now; also customer accepted the compensation we provided which is $40 credit.

      Customer is satisfied with the resolution and compensation provided.

      Regards,
      **** * | Escalation
      Specialist | Carry Telecom INC.

    • Initial Complaint

      Date:16/08/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been complaining to Carrytel ever since I had them install internet service in my house. I have had many issues from not being able to access a certain site because somehow i was being booked , yet I never had this issue with my former supplier, Carrytel has instructed me to download a free VPN ( ********** ) and bypass that issue that way . To this day they have not offered any explanation as to why i was blocked , i suspect a former client with a similar IP misused their access and was blocked somehow I inherited their issue when I moved to Carrytel. otehr problem include but not limited to slow speed VS what I pay for , complete downtime during the day etc etc. Every-time I contact tech support i am given the runaround without any resolution of my issues . Something is drastically wrong and Carrytel will not take care of it in an acceptable fashion.

      Business Response

      Date: 29/08/2022

      Hi,



      We tried multiple times to reach customer but received no response.



      Thanks

      **** *************

    • Initial Complaint

      Date:16/08/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      There is no way to give 0 stars that is why i gave 1 star. very poor customer service and poor tech support. promised 500mbps but provided only 200 mb and blamed ****** as third party. the tech support not able to provide the speed more than 200 and asked to by my own expensive modem, if i purchase that modem then there will be no guarantee for the service for 500mb.. so instead of false advertisement they should have change the plan for 200mb. shameless advertisement which they wont be able to provide the service as mentioned in the website. when im not satisfied with the service and their tech support unable to fix, i decided to cancel , then i have been charged a cancelation fee $69 +tax and return the modem in my own expense for another $20.

      Customer Answer

      Date: 22/08/2022

      The customer service team reached out and got my refunds and solved my issue. Thanks for your help and without your support it wouldn't have happened.

      I appreciate your understanding and support provided by bbb.

    • Initial Complaint

      Date:16/08/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A year ago we connected our apartment at *** ********** *****, ******** *** ********* to the internet via Carry telecom.
      2 months ago I and my wife got separated and I moved to * ****** *********.
      when I called their service I explained to them the situation and gave them my credit card to bill my address separately from the account of my ex-wife.
      no, a bill came and they charged my ex-wife credit with my bills from *********.
      I called them and they say they cannot fix it only if I disconnect the service pay again for reconnection and do it all on a new account...
      I cannot understand why I need to pay again for a mistake made by their customer service. I want them to return the money they charged my ex-wife. they charged the wrong card with a totally different person's bill it's not right she doesn't need to pay my bills or any other man bills.
      I want them to fix the account problems and compensate both of us for all the trouble they made.
      Thank you
      account email for * ****** *********: *******@*****.com
      Account email for *** ********** *****: *****.*****r@******com

      Business Response

      Date: 29/08/2022

      Hi,



      Customer accepted the resolution provided.



      Thanks

      **** *************
      *** **************** ****** *****************

    Carrytel is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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