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辦公時間
客服中心:

星期一 至 星期六 - 10:00am 至 9:00pm

星期日 - 10:00am 至 7:00pm

辦公室(自取Modem和測試Modem):

星期一 至 星期五 - 10:00am 至 7:00pm

星期六 - 11:00am 至 6:00pm

星期日 – 11:00am 至 6:00pm

We are happy to help you!
Frequently Asked Questions
  • Q : Do I have to commit to a contract to get Carry telecom services?
    A : No. All of our plans come without contracts.
  • Q : Is the installation technician able to bring my modem?
    A : A : No, they cannot. Carry telecom provides third party internet access. This means that we make use of the incumbent providers' (Bell, Rogers, etc.) wiring to your home and in turn must use their installation technicians. As a result of this, it is not possible to supply the technician with your hardware. It must be shipped to the post office that serves your address or picked up from our main office.
  • Q : Do I have to be home on the installation date?
    A : Yes, we advise that customers or someone over the age of 18 be physically present on-site during the installation so that there are no delays. If the customer misses technician's visit, the date of reschedule has to be at least 5 days away from previous installation day.
  • Q : How long does it take to activate services?
    A : DSL services in Ontario & Quebec can be activated after 7 days (including Saturday) of ordering day. Installations cannot be performed on Statutory Holidays or Sundays.
    Cable(Rogers service region) services in Ontario  can be activated after 3 days (including Saturday) of ordering day.
    Cable(Ceogeco service region) services in Ontario  can be activated after 14days (including Saturday) of ordering day.
  • Q : What are my shipping options?
    A : By default, we use Canada Post expedited service to ship your modem. Our standard shipping rate is $10 + tax(Canada Post Expedited). The average delivery time for our standard Canada Post Expedited shipping is 3-5 business days.Canada Post will deliver a notice card advising when and where (usually your nearest post office) the modem can be picked up from. It will not be shipped directly to your home.
  • Q : How long does it take to move my Carrytel service?
    A : Please notice Carry Telecom 14 business days before your preferred moving date. Please be advised that we are not responsible for the service expense which was caused by the delay of the installation at the new service address. Also, the actual move appointment time may vary from your preference.
  • Q : How can I cancel your service? What is your cancellation policy?
    A : We are sorry to see you leave us. If you do want to cancel our service, you need to CALL IN and speak with a Carry Telecom Team Member in order to cancel. 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 : What is 7 days risk-free trial?
    A : 7 days risk-free trial only applies on “purchasing modem” option. (Or other special promotion,please consult from our Customer Service Representative when submit order.)Within the first 7 days of the service, if customer cancels the plan, customer can have the modem charge and service charge fully refunded. However, for any installation fee/ modem shipping fee, if incurred, cannot be refunded.

  • Q : Can I ask the Technician to install other wall jacks in my home?
    A : Carry Telecom contracts Bell Technicians to install the internet service and dry loop line, and their responsibility is only to install the dry loop to the demarcation point. For other requests, such as installing additional wall jacks and wires, there would be a separate charge.
  • Q : 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 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 to have at least 50 Mbps downloading speed to watch the 4K video.
  • Q : Which WiFi channel is the best one in my home?
  • Q : How do I run speed test?
    A : step 1
    visit this website: http://beta.speedtest.net/
    step 2
    select change server, and change the server to "Toronto, on speedtest.net"



  • Q : CABLE - Where to download the manual for Hitron-CGN3?
    A : Please download the manual for Hitron-CGN3 at www.carrytel.ca/download/cgn3.pdf
  • Q : How To Change Hitron CGN3 WiFi settings?
  • Q : CABLE - How to set up bridge mode on a Hitron-CGN3?
    A : A : Please follow the steps below:
    1. Directly connect an Ethernet cable from the modem to the computer.
    2. Open a web browser and enter the following address to access the gateway login page (Ip address: 192.168.0.1, Username: cusadmin, Password: password)
    3. Once the Basic page has loaded, click the Gateway Function.
    4. Toggle the Residential Gateway function box from Enabled to Disabled.
    5. Click OK and the gateway will restart.
    6. Once the modem is online, plug a device into port one to test their connectivity.
    7. While in bridged mode, only port one will be active on the gateway.
    8. If you want to put the modem back into gateway mode, factory reset the modem by pressing the reset button on the back for more than 10 seconds.

  • Q : CABLE-How do I collect information of modem TC4350 (Windows and Mac) with screen shot for RF?
  • Q : CABLE-How do I collect information of modem CDA3 (Windows and Mac) with screen shot for RF?
    A : Please check file of www.carrytel.ca/download/RF-CDA3.docx
  • Q : DSL - How to change the ADSL username and password of Technicolor TG588v modem?
    A : Please follow the steps below:
    1. login into the modem (Ip address: 192.168.1.254, No username and password needed)
    2. Click Broadband Connection. if you see Disconnect button, click the Disconnect button. if NOT, go to step 3
    3. Click View more...
    4. Put your ADSL username in username edit box, Put your ADSL password in password edit box, Click Connect button


  • Q : DSL - How to setup the TPLINK-W9970 modem to bridge mode?
    A : Please follow the steps below:
    1. login into the modem (Ip address: 192.168.1.1, Username: admin, Password: admin)
    2. Click Network
    3. Click WAN Settings
    4. Click Delete links to delete all exsiting connections
    5. Click Add button
    6. Check "Enable Vlan ID" option
    7. Enter 35 for "VLAN ID (1-4094)" option
    8. Choose Bridge for "Connection Type" option
    9. Click Save button

  • Q : DSL - How to setup the Technicolor TG588v modem to bridge mode?
    A : Please download the latest TPLINK-W9970 firmware at www.carrytel.ca/download/tplink0725.zip. Unzip the tplink0725.zip file and update the firmware file tplink0725.bin for your modem. Important note: this firmware is ONLY for the TPLINK-W9970 modem which was purchased from us. please DO NOT use this firmware if you use your own TPLINK-W9970 modem.

  • Q : DSL-How to change 588v modem WiFi channel?
    A : Please follow the steps down below:




  • Q : DSL - How to reset the Technicolor TG588v modem?
    A : Please follow the steps below:
    1. login into the modem (Ip address: 192.168.1.254, No username and password needed)
    2. Click MediaAccess Gateway, Click Reset my MediaAccess Gateway
    3. Click Yes, reset my MediaAccess Gateway
    4. Wait 5 minutes for resetting process to be finished

  • Q : DSL - My VoIP phone does not work with Netis 4422 modem.
    A : Please download the newest Netis firmware at www.carrytel.ca/download/netis1228.zip. Unzip the netis1228.zip file and update the firmware file netis1228.img for your modem. The new firmware has been tested and working with most of Voip phone providers
  • Q : DSL - How to setup the Netis modem to bridge mode?
    A : Please download the instructions at www.carrytel.ca/download/netisbridge.zip.
  • Q : How to change the wifi channel number of Netis modem?
    A : Please follow the steps below:
    1. login into the modem (Ip address: 192.168.1.1, Username: admin, Password: admin)
    2. Click Setup
    3. Click WLAN
    4. Click Basic
    5. Change the Channel Number
    6. Click Apply Chang

  • Q : DSL - How to change the ADSL username and password of Netis modem?
    A : Please follow the steps below:
    1. login into the modem (Ip address: 192.168.1.1, Username: admin, Password: admin)
    2. Click Setup
    3. Click the pencile icons for both pppoe1 and pppoe2 interface on the bottom of the page
    4. Modify the Login Name and Password on next screen
    5. Click Apply Changes

  • Q : DSL - How to make the Netis modem to support Bell ADSL line?
    A : Please follow the steps below:
    1. login into the modem (Ip address: 192.168.1.1, Username: admin, Password: admin)
    2. Click Setup
    3. Click DSL
    4. Uncheck VDSL2 option
    5. Click Apply Change

  • Q : DSL - How to setup the Kasda modem to bridge mode?
    A : Please download the instructions at www.carrytel.ca/download/kasdabridge.zip.
  • Q : DSL - How to change the wifi channel number of Kasda modem?
    A : Please follow the steps below:
    1. login into the modem (Ip address: 192.168.1.1, Username: admin, Password: admin)
    2. Click Wireless
    3. Click Advanced
    4. Change the Channel
    5. Click Apply/Save button

  • Q : DSL - How to change the ADSL username and password of Kasda modem?
    A : Please follow the steps below:
    1. login into the modem (Ip address: 192.168.1.1, Username: admin, Password: admin)
    2. Click Advanced Setup
    3. Click WAN Service
    4. Click Edit button
    5. Modify the PPP Username and PPP Password on next screen
    6. Click Next button
    7. Click Apply/Save button

  • Q : DSL - Why My VPN software is not working?
    A : Some VPN softwares need MTU number to be lower than 1452 (for modem setting) or 1392(for OS setting) in order to make it to work. Please use one of two following options to setup correct MTU number for your VPN.

    Option 1: Setup the MTU number to be 1452 or lower in your modem (we use Netis 4422 as an example)
    1. login into the modem (Ip address: 192.168.1.1, Username: admin, Password: admin)
    2. Click Setup
    3. Click the pencil icons for both pppoe1 and pppoe2 interface on the bottom of the page
    4. Change the MTU to 1452
    5. Click Apply Changes

  • Q : HOME PHONE-VOIP set up instruction
    A : Please check file of www.carrytel.ca/download/voip-setup.pdf
  • Q : HOME PHONE-HT801 home phone adapter can't be registered when I use Hitron-CGN3
    A : This is because the local IP address(192.168.0.x) assigned to the HT801 home phone adapter is conflicting with network settings. Please follow the steps below to reassign another IP address to the HT801 home phone adapter:
    1. Open a web browser and enter the following address to access the gateway login page (IP address: 192.168.0.1, Username: cusadmin, Password: password)
    2. Click the Basic link on the top of the page.
    3. Change the DHCP Start IP from 192.168.0.10 to 192.168.0.20 or 192.168.0.30
    4. Click Save Changes.
    5. Power off your HT801 home phone adapter and power it on

  • Q : HOME PHONE-I am using a third party VoIP service and it does not work with Modem CHN3.
    A : If the you have other SP's VoIP and with Carrytel Cable Internet service, Please configure the Port-forwarding of Hitron CGN3 modem with following guide.

    1. Open a web browser, such as Chrome, Firefox, or Internet Explorer. Type: 192.168.0.1 in the Address Bar. This is normally at the top of the page like this:




  • Q : What does it mean that Carrytel is prepaid service?
    A : You have prepaid services when you top up your account to activate your services for the month. Due date for payment is on/before the service date. If you forget to pay, chances are that your services will be temporarily suspended until you top up your account. You pay for the services you’re planning on using.
  • Q : What is the billing cycle?
    A : Our billing cycle is 30 days. The first invoice will be generated on the first day when the service is successfully installed. The second invoice and subsequent invoices will be generated 15 days before the next billing cycle start.
  • Q : I don't have a credit card, how can I pay
    A : Sorry about this inconvenience, for the first invoice, the system can only accept credit card.
    You can change your payment method into bank payment after your first invoice through your Carrytel online account.

  • Q : What’s the charge if customer wants to upgrade/decrease internet speed or move to a new address?
    A : It would be $49+tax of changing/moving  fee.

  • Q : How can I cancel your service? What is your cancellation policy?
    A : We are sorry to see you leave us. If you do want to cancel our service, you need to phone in and speak with a Carry Telecom Team Member in order to cancel. 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.