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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 : DSL - If I want to use my own modem, will it work on your service?
    A : First of all, it has to be a VDSL modem. Secondly, here is a list of modems used by our current customers:
    1. Smart RG SR505N
    2. Sagecom Fast2504/5250
    3. Bell Home Hub 2000/Sagecom 2864
    4. TP-LINK TD-W9970
    Those modems may work, but we cannot guarantee. IMPORTANT, you need to be knowledgeable of configuration for your own modem at least.
  • Q : Is the installation technician able to bring my modem?
    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 : DSL - 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.
  • Q : DSL - I don't have a land line, can I still get Carry Telecom Internet?
    A : Yes! So long as your address qualifies for service, you can get free Dry Loop DSL without having an active telephone line.
  • Q : DSL - 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 : DSL - Should I cancel my current internet service (DSL)?
    A : It depends. If the address is an apartment, the answer will be YES. The customer has to cancel the current service and schedule the installation date after the cancellation date. If it's a house and there are two lines, customer can get two services at the same time(Two internet services or one internet one home phone).
  • Q : DSL - Do you provide Static IP address?
    A : Yes, The IP address assigned to our DSL customers is static, However the static IP address could be changed without any notification because of the future change of our network infrastructure.
  • 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 : DSL - 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 : 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 : 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 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 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 Changes

  • 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 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


    Option 2: In case the MTU setting is not available in your modem, you need to setup the MTU number to be 1392 or lower in your opertaing system(we use Windows 8 OS as an example)
    1. Run CMD command
    2. Type the command netsh interface ipv4 show subinterfaces to find out available network interfaces in your computer and what coresponding original MTU number is. In this case, the network interfaces are "Wireless Network Connection 2" and "Local Area Connection", the original MTU number is 1500
    3. Type the command netsh interface ipv4 set subinterface "Wireless Network Connection 2" mtu=1392 store=persistent and netsh interface ipv4 set subinterface "Local Area Connection" mtu=1392 store=persistent to setup MTU number as 1392

  • Q : DSL - Where to download the latest firmware for TPLINK-W9970 ?
    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 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 - Where to download the latest firmware for TPLINK-W9970 ?
    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 setup the Technicolor TG588v modem to bridge mode?
    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, Confirm that your firmware is 10.A.C.3, Click Setup my MediaAccess Gateway
    3. Click Next button in a popup window
    4. Choose "VDSL Bridge", Click Next button
    5. Uncheck "Enable VLAN tagging", Choose "ethport2" for Ethernet Port, Click Next button
    6. Click Next button
    7. Click Start button
    8. Connect a network cable from Port 2 on Technicolor modem to Internet Port on your own router

  • 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 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 : 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.
  • 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 now, the system can only accept credit card.
  • Q : What is the plan changing or moving fee
    A : there is a one-time charge $49.00 for changing plan or moving.
  • Q : What’s the charge if I want to keep the modem after renting for months?
    A : You can pay the full price for the modem and we will stop charging the rental fee on the same day.