Reviews

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Carrytel

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

  
• 

  CarryTel

  3751 Shell Rd Richmond, BC V6X 2W2

  

Review Details

• Review fromIsabelle J

  Date: 26/02/2024

  1 star

  Isabelle J

  Date: 26/02/2024

  I opened my box, looked through the equipment and instructions, I immidiately noticed that my old provider (Rogers Ignite) did not have the same type of coaxial cable to insert into the modem; I called customer service and was received by a very rude customer service representative, they would cut off every sentence I tried to say, while I was trying to explain the issue I was having, they raised their voice at me and was demeaning. They told me I had to set up service by myself, because technicians would not do it for me. I asked, ** * ****** *****, I was supposed to take a ladder, install a cable from my electricty pole, then take a ladder to run it through my basement, to my kitchen then into the wall of my dining room- their response? "Absolutely". I then had to fight with them for a long time to transfer me to another representative, ***** * *** ******* **** ****** in the middle of my phrase, they put me on hold and cold transfered me (didnt give any information to the next representative) AND they transfered me to the wrong department, * *** *********** ******** **** *********** *** ***** ** *** ***** **** the man I spoke to- he was very kind, but ended up transferring me to the wrong place, and ofcourse, I landed Phil again. He was again, very ****, refusing to transfer me, refusing to let me speak, refusing to let me speak to a supervisor until he realised I wasnt going to give up. He transfered me to a supervisor who confirmed that what phil had said (setting up the cable by myself) was a true statement- until I advised him how easily accessible the CEOs and owners information was online, then he advised he would send a technician to install everything. I asked for a transfer to someone higher up, I spoke to escalations who advised she wouldn't try to talk me out of cancelling and advised all she could do for all the problems I had went through ***** *** ** ***** **** ********* ******* ********* * ****** ********* was to offer a 20$ credit.

  Carrytel

  Date: 04/03/2024

  Dear Better Business Bureau and ******** *******,
  
  
  
  We deeply regret any inconvenience and distress Ms ******** ******* may have encountered while setting up her services, and we sincerely apologize for the frustration caused.
  
  
  
  We understand her disappointment with the level of assistance provided and acknowledge the impact it has had on Ms ******** *******. Our intention is always to ensure a smooth and positive experience for our customers, and we are truly sorry for falling short of her expectations. While we endeavor to provide assistance and support to the best of our abilities, certain aspects of the setup may require the involvement of specialized technicians or additional resources beyond our immediate control. We genuinely regret any inconvenience this may have caused Ms ******** *******. Importantly, we want to express that we have carefully reviewed her case and empathize with her situation, we're aware that not any financial compensation would make up for the distress Ms ******** ******* experienced. We are sorry to adhere to our company policies and resources regarding compensation. As such, the credit offered previously and the fees we have waived are the best effort we can provide.
  
  
  
  Please know that feedback of the customer is incredibly valuable to us, and we are taking steps to address the issues Ms ******** ******* encountered to prevent similar incidents in the future. We are committed to continuously improving our customer service and ensuring that all our customers receive the assistance and support they deserve.
  
  
  
  Once again, we apologize for any inconvenience caused and appreciate the customer's understanding in this matter. If there are any further questions or concerns the customer would like to discuss, please do not hesitate to reach out to us.
  
  
  
  Sincerely,
  
  Carry Telecom Inc.

• Review fromnavid a

  Date: 12/12/2023

  1 star

  navid a

  Date: 12/12/2023

  ***** ******** ******** *****
  Weak strength, worst customer service.
  ******** *** **** They took money from my account without my authorization.

  Carrytel

  Date: 04/01/2024

  Hello BBB Team and Mr.*****,
  We are sorry to hear that you are not happy with the service. After we investigated your previous account, we found that our manager already talked with you before, and explained that the charge is for your overdue payments which were charged by the system. In addition, we already refunded your deposit of the devices after you returned the devices yesterday. So hope this can resolve your issue and thank you for your understanding! Best Regards, Carrytel

• Review fromJace P

  Date: 08/11/2023

  1 star
  Gave a deposit for their ******* modem, which never worked. Cancelled service within their 7 day policy, went to return the modem and shipping cost more than my deposit in the first place. They continue to call *** ****** me for the modem, so I tell them to send a shipping label then and I'll return it. I do that, then hear nothing, no updates and no refund. I contacted them and a week later still haven't been connected with an agent. Call back again and am told there was a cord missing and I'm being charged for that (there definitely wasn't), they also want me to pay $10 for the shipping label, and they want to charge me a restocking fee.. so ultimately instead of getting a refund for the modem they now expect me to pay them more money... I wouldn't recommend them, ********** *** ************

• Review fromNic J

  Date: 24/10/2023

  1 star

  Nic J

  Date: 24/10/2023

  Cancelled my service in May of this year. They continued to charge me for my service every month until finally in September they issued a refund and assured me the issue had been "resolved"
  Fast forward to this month....charged again! I called their "sales support" line and was told it was my problem and they couldn't do anything on their end, even though the pre-authorized payments were setup through their online portal!
  There is no option to remove my payment info from their site so essentially they are ******** from me every month.

  Carrytel

  Date: 27/10/2023

  Dear *******,
  We would like to sincerely apologize for any inconvenience you have experienced with regard to your recent billing concerns. We value your feedback and are committed to resolving this issue to your satisfaction.
  After a thorough review of our records, we found that there has been no unauthorized billing or creation of new invoices from our system since you canceled the service in May. However, we understand your frustration and the recurring charges you've experienced. We would like to provide some clarity on the situation.
  Our investigation revealed that we did receive several payments from you through your online banking account. This suggests that there may be an automated payment setup, possibly initiated by you before the service cancellation. It's essential to check your online banking account settings to ensure that there are no recurring payments set up. If you find any such automatic payments, we recommend disabling or removing them to prevent any further charges.
  From our end, we have noticed that you consistently use a non-authorized payment method. This implies that we do not manually charge you. We have no intention of charging you without your consent, and we appreciate your understanding as we work together to resolve this issue.
  To address the issue promptly, we kindly request that you double-check your online banking account settings and ensure that there are no recurring payments to our service. If you encounter any difficulties or have further concerns, please do not hesitate to contact our customer support, and we will be more than willing to assist you in resolving this matter.
  Once again, we apologize for any frustration this situation may have caused and appreciate your patience and cooperation in addressing this issue. Our team is here to assist you, and we are committed to ensuring your concerns are resolved to your satisfaction.
  Sincerely,
  Carrytel Escalation Team

• Review fromMuhammad K

  Date: 26/06/2023

  4 stars

  Muhammad K

  Date: 26/06/2023

  Overall services are good in this price. Sometime speed fluctuation is the issue on their end. Agent (Simran) was knowledgeable, timely and efficiently provided services and resolve the issue.

  Carrytel

  Date: 20/09/2023

  Dear ******** ****,
  Thank you for your feedback. We're pleased to hear that you found value in our services and that Simran was able to assist you effectively. We apologize for any inconvenience caused by the speed fluctuations and will certainly look into this matter to improve our service quality. We appreciate your understanding and patience. Please feel free to reach out to our team at ###-###-#### or email us at *******@********.ca if you have any further concerns. Thanks for choosing our services!
  Best regards,
  Escalation Department
  Carry Telecom INC.

• Review fromDanny V

  Date: 09/05/2023

  1 star

  Danny V

  Date: 09/05/2023

  ***** $100 in a month from my account and l never did a single day of internet service. Had to cancel my credit card to keep them from taking more unauthorized payments. ******* ********

  Carrytel

  Date: 08/08/2023

  We deeply regret any inconvenience you may have experienced with our service, and we sincerely apologize for the misunderstanding. We take customer feedback very seriously, and we're committed to setting the record straight.
  To clarify, our records indicate that you were charged a total of $91.98. As soon as we became aware of the situation, we promptly issued a refund via cheque in the amount of $86.73. The discrepancy of $5.25 is due to a standard cheque processing fee, which includes applicable taxes. We understand the importance of transparency, which is why we clearly mentioned this fee in the email sent to you regarding your refund.
  Best regards,
  CarryTel Escalation Team

  Danny V

  Date: 09/08/2023

  ***** ****** ** *********** *** ***** ***** **** ****** **** ******* ******* ***** l started reviewing their service online. After sending them a couple screenshots it got their attention and l was sent a partial refund. So, in the end, they actually **** ***** $10 - but HOURS of my time *** ****** *****. Thanks for nothing. *** ********* *******

• Review fromLinda T

  Date: 25/02/2023

  1 star

  Linda T

  Date: 25/02/2023

  I have been with this company Carry Telecom Inc. for six years now with no real issues. There have been some hiccups which are understandable for any company.
  For the past two months my service which I pay for 75/10 unlimited data has been non existent, no service or under 10/3. Their answer to me is to upgrade the combo modem/router which they provided with a deposit from me. The problem is very strange , during off peak hours, my service is fine including weekends off times so my modem can function just fine, during the weekdays 9-5 I have no service or very intermittent service . My modem is just fine depending on the time of day. I now do speed tests regularly and also use a vpn to test- this company is manipulating the bandwidth coming into my home for sure. They are servicing the commercial customers at my expense and will not forward me the service I am paying for. **** ** ******* ************** ** ***** ****. I have monitored this now and screen printed the results and the pattern of service is very clear. This company has very poor business ethics and the customer service actually lie, the rep actually said to me “we are not throttling the service to your home”. I had to look this term up on the internet to understand what he was talking about.
  So far, there is no agreeable solution to this issue other than to pay to upgrade their hardware! Another money grab. They refuse to send me the service I am paying for. * ********* ******* ***** ** **** *******. They do not take responsibility for their actions towards their customer base.

  Carrytel

  Date: 07/06/2023

  Throughout the past two months, we have maintained consistent communication with the customer regarding the concerns raised about the slow speed issues experienced. During this period, we have diligently worked towards identifying and implementing a solution that addresses the problem at hand, and now the customer is satisfied with the solution we offered.

• Review fromFernanda C

  Date: 06/02/2023

  1 star

  Fernanda C

  Date: 06/02/2023

  I am very disappointed with the service this company provides and the product they provide. I switched over my internet to carrytel and the service is intermittent. I am watching a show on various streaming tv and the service is intermittent, stops, freezes and starts again. I have called at least 4 times in the past two weeks. I am on the phone with a customer representative who takes me through several steps of re-connecting wires, running speed tests and the latest one sent me an email of instructions to run tests. I have asked for a technician to come to my house to fix this. They will NOT send anyone. I have asked to cancel my policy but there is a $70 charge. ** *** **** ** **** ***** **** *** ******

  Carrytel

  Date: 23/05/2023

  Dear ********,
  We apologize the experience you've had with us in regard to intermittent TV service. We understand your frustration and sincerely apologize for any inconvenience caused. We appreciate your efforts in reaching out to our customer service, and we apologize if the troubleshooting steps provided did not resolve the issue to your satisfaction.
  Regarding the request for a technician visit, we apologize for any confusion. Our aim is to resolve issues remotely whenever possible, and as we understand, the primary issue stemmed from your experience on a TV service which we are not providing, therefore we would be unable to send a technician in this case as we are a third party provider and our technicians are specialized in repairing issues with the line. As our agents have informed you, there is no issue found with the line.
  If there's anything else we can do to address your concerns or assist you further, please reach out to us at ###-###-####, Monday to Saturday from 10AM to 9PM EST, and Sunday from 10AM EST to 7PM EST, or send us an email at ********@********.ca.
  Best Regards,
  CarryTel Escalation Team

• Review fromNicole L

  Date: 19/01/2023

  1 star
  If you cancel your service and they owe you a credit, you'll have to pay to get the money you're owed. ******* ******** ********* *** * ******* **** ****** ******** *** **** *** *** * ********. Was a customer for 3 years and the entire time we never got any details when there was outages and the service was medicore when it did work. The owner loves to see negative reviews and claim people are not customers, so before they can do that: I am reviewing on behalf of my household, my partners is our "account holder" but I AM (or rather WAS and will never be again) a customer.

• Review fromQuang N

  Date: 23/11/2022

  1 star
  Today, Nov. 23 2022
  I just cancelled the account after 3 days that I tried to install their modem and my brand new D-Link router as required.
  The modem is on but no internet at all. They asked me contract to router company and do this do that. I called and talk to D-Link and nothing wrong with the router!!!.
  It wasted my 2 days for nothing. Carrytel can't fix the line. They don't know how to fix it and let me have no internet. What should I do with **** **** internet service????
  At their Final call, they ask me to pay for technician $90 if they found nothing wrong. !!!! **** *** ******* I am their client, they MUST help me install and get their service with no condition !!!!!
  * ** *** *********** ****** ** *** ******** **** *** ** ****