Support + FAQ
Call. Email. Chat.
We're here for you 24/7
FAQs
Questions?
Scroll down to check out our
frequently asked questions below.
Support & Frequently Asked Questions.
Need support or have questions about our services and how it all works?
ARE YOU A RESELLER? (OR, WHOSE LINES ARE YOU USING?)
Nope. Rally is a facilities-based ISP. This means that we build, own and operate our own independent last-mile fibre-to-the-home network. We pull our own true fibre lines, not renting someone else’s.
We also have our own team of dedicated technicians, engineers and technical support who design, install, monitor and maintain our network 24/7.
Read more about how it works.
WHY CONDOMINIUMS?
Servicing single family residential homes means digging up city streets, one by one, and we’re just not there – yet! We hate to disappoint residents who don’t live in multi-dwelling units but as we expand our network, we hope to be able to provide services to you in the future! You can always let us know that you’re interested, that way you’ll be the first to know when it happens.
HOW DO I GET RALLY IN MY CONDO?
Great question! Here’s how it works: We need to talk to your board and enter into a legal agreement with your condo corporation to be allowed to provide you with our services – and that’s often the hardest part. We’ll still need to do a technical assessment to make sure your building meets our criteria BUT, if the residents are asking for our services, then it helps us get the process started!
There is no cost to residents or the Corporation to deploy Rally services in your building, and no disruption to services during deployment. Nada. Zip. Zilch. We just need that agreement with the board and then we can pull our true fibre network right to your suite! You can help us start the conversation by talking to your neighbours, the Board and Property Manager and letting them know that you want Rally in your building, you can also let us know who to contact by dropping us a line at champs@rally.ca.
We’re adding new locations all the time, and want to add yours too so we can Rally together!
I LIVE IN A HOUSE, CAN I GET RALLY?
Unfortunately, no. Rally is currently only available in multi-dwelling unit buildings. We know. We’re constantly expanding our network to deliver our ultra-fast fibre internet to more residents and as we grow, we hope to one day be able to bring it to your home, too!
WHAT ABOUT RENTAL APARTMENTS?
If you live in a rental apartment and want to Rally with us, the process is similar as that in a condo building that doesn’t yet have our service. Talk to your Property Manager or Building Owner and let them know about us – we have solutions for them too and would love to chat!
THERE IS ALREADY FIBRE IN MY BUILDING, WHY CAN'T I GET RALLY?
Rally does not use, resell or wholesale other carriers lines to deliver our high-speed fibre Internet services. We are an independent alternative, that means we build, own and operate our own network and pull our own last-mile fibre lines directly to your suite.
If you would like to have Rally Fibre in your building, please contact your Property Manager and Condominium Board and let them know – you can CC us at champs@rally.ca so we can follow up.
CHEAP INTERNET? IT CAN'T BE THAT GOOD.
Aha! But it is that good. Despite what the big telecom companies want you to think, you do have a choice for cheap, (we prefer to call it ‘fair’ or ‘affordable’) unlimited, high-speed Internet that doesn’t involve handing over hundreds of dollars a month to them.
Rally uses the same technology and offers the same speeds and services as those other guys, but often at half the price. What? How? Why? Because we can – and it’s the right thing to do. Decades of unregulated industry standards have dictated that high-speed Internet is a luxury, but we believe it is an essential service and should be accessible to everyone, regardless of geography or means.
WHAT IS AN INDEPENDENT ISP? FACILITIES-BASED VS TPIA
“Independent” has become a bit of a misnomer. For ISPs, it generally means anyone who is not owned by THEM. So both facilities-based and Third-Party Internet Providers are technically ‘independent’ whereas a smaller, fighter or flanker brand that is owned by big telco to appear as a competitor is not independent. The real question is; who owns and controls the network you’re using?
The Internet is like a highway.
The world – and technology – was vastly different just 30 years ago. Back then, before widespread use of the Internet, the big telephone and cable TV companies operated virtual monopolies on their services. As a result, they had full control of the main “legacy” networks and lines that hang over streets or are buried beneath them.
In time, other companies entered the market and were permitted to sell Internet services to Canadians in the spirit of “competition.” However, those mainframe “legacy” lines still belong to the big guys, simply because they had the good fortune of existing in a bygone era. That means they’re able to charge other Internet Service Providers (ISPs) to access that mainframe network: Think of it like a road toll.
There are two types of Indie ISPs.
One is facilities-based, which means an ISP builds and operate their own “last mile” networks. (That’s us!). Last-mile literally means just that, that the connection from the street to your device belongs to us. It’s like building our own off-ramp right to your building and directly into your suite.
Other ISP’s are resellers through Third-Party Internet Access (TPIA). Those companies lease internal lines from the big telecoms at wholesale prices and resell the service to the customer. There’s room for everyone – but at the end of the day, we all have to work with big telecom to be able to provide service.
WHAT DO YOU MEAN YOU CAN HELP ME SWITCH?
If you dread making that call to your current provider to cancel, we hear you… we can make the call instead! Depending on who your current provider is, Rally can call and make the switch on your behalf. All we’ll need is a recent bill and we’ll take care of the rest. No pressure tactics to get you to stay, let us break up with them for you – just sit back, relax and we’ll let you know when it’s done!
With most smaller providers we may only be able to help up to a certain point or will need you to be on the line with us.
FTTN, FTTC, FTTH, FTTS, FTTP... FIBRE TO THE WHAT?
What do all these acronyms mean?
FTT(x) refers to the wiring path and configuration the signals travel, sometimes they are used interchangeably or for specific circumstances, but in short, the closer the fibre reaches to the final destination, the better the connection. The distinction is important, for example, you could have Fibre to the Building, but NOT Fibre to the Suite.
- FTTB is short for Fibre to the Building.
- FTTC is short for Fibre to the Curb.
- FTTH is short for Fibre to the Home.
- FTTN is short for Fibre to the Node or Neighbourhood.
- FTTP is short for Fibre to the Premises.
- FTTS is short for Fibre to the Street, Suite or Subscriber.
Rally runs our own Fibre from the Street to the Suite or Subscriber, often called ‘last mile’ Internet.
WHO IS CNOC?
CNOC stands for COMPETITIVE NETWORK OPERATORS OF CANADA, a not-for-profit association and voice of competitive Internet and telecommunications service providers that own/operate telecommunications networks across Canada.
Its membership is comprised of independent companies that offer competitive, differentiated and innovative services to Canadians. Established in 2010 as the national advocate for Canadian Independent ISPs, CNOC has been at the forefront of all regulatory and industry-related issues.
Rally is a proud member of CNOC.
WHAT DOES THE CRTC DO, AND WHAT DOES IT MEAN TO ME?
You might be reading the news lately about the recent CRTC decision and Internet rates in Canada. There is a lot out there, but what does that mean for you?
The CRTC is an independent public authority in charge of regulating and supervising Canadian broadcasting and telecommunications – Rally is fully licensed by the CRTC – but there is a lot of controversy about how effectively they are doing their job. In the eyes of smaller ISP’s – both facilities-based and TPIA alike – they aren’t doing as well as they could, and the people who suffer most are the consumers, you.
Increased competition means lower price for everyone, by preventing or limiting our ability to expand our networks, the bigger players are able to set prices that are higher because they are the only option. We chose the name Rally with intention; there is strength in numbers and we hope to encourage people to get together to take back what’s rightfully theirs, the Internet, so they can have unfettered access and stay connected to the world; news, work, school, entertainment, information and most importantly, people.
WHAT DOES 'NET NEUTRALITY' MEAN?
In short, choice. Net neutrality is the concept that all traffic on the Internet should be given equal treatment by Internet providers with little to no manipulation, interference, prioritization, discrimination or preference given. You can learn more about the CRTC and Net Neutrality.
ALRIGHT, SO WHAT'S THE CATCH?
There is no catch. we believe that access to high-speed, reliable and affordable Internet is a right for everyone, not a privilege for some.
- We provide fair, affordable and transparent pricing, no hidden fees.
- We don’t do contracts or surprises.
- We never cap or throttle your speed.
- We don’t charge any overages, it’s really unlimited!
- We provide exceptional 24/7 support – no long waits, no transferring to another department, no pressure tactics.
HOW DO I LOGIN TO MY ACCOUNT?
There’s a button at the top right of our website, just click on Login to be redirected. If you’re having trouble logging into your account, please contact our Support Team and they can help you out.
DO I HAVE TO SIGN A CONTRACT?
No! Rally does not require a contract for our services.
CAN I KEEP MY CURRENT ISP EMAIL ADDRESS?
The short answer is probably not, (this is one way that larger ISPs hope to tie you to them, so creating an email address with an email provider is usually a good idea) but there may be some cases where your old ISP will allow you to keep your email address.
You may be able to keep your email attached to another ISP (e.g., @sympatico or @rogers) in situations where you still have a mobile phone plan or if you know someone (a family member or friend) who has an account with them, and can ask them to transfer your email address under their account. You should contact your current ISP to verify their options and any necessary steps.
Here are some helpful tips if you need to create a new email address:
Set Up a Vacation Responder:
Before transitioning away from your current ISP email, set up a vacation responder or auto-reply message. This informs your contacts about your new email address and ensures they know how to reach you going forward.
Forward Emails to Your New Address:
If possible, set up email forwarding from your current ISP email to your new email address. This ensures that any emails sent to your old address will still reach you, even after you’ve switched email providers.
Notify Contacts of Your New Email:
Reach out to your important contacts, such as friends, family, and professional connections, and inform them of your new email address. This helps ensure that future communication isn’t disrupted by the transition.
Update Online Accounts:
Take the time to update your email address on any online accounts or subscriptions you have. This includes social media accounts, online shopping profiles, and utility bill accounts. This helps ensure you continue to receive important notifications and communications.
Export Contacts and Important Emails:
Before closing your current ISP email account, consider exporting your contacts and any important emails you want to keep. You can then import this information into your new email account to maintain continuity.
Use Gmail POP Pull Setup:
If transitioning to a Gmail account, consider using the Gmail POP pull setup. This allows Gmail to fetch emails from your old ISP email account, consolidating all your emails in one place. Instructions for setting this up can typically be found in the settings menu of your Gmail account.
HOW DO I MAKE CHANGES TO MY ACCOUNT?
You can make changes in your portal account, or contact Rally Customer Care 24/7 at 416 360 3000 or info@rally.ca
HOW DO I RESET MY PASSWORD?
You can reset your password here. Reset Password.
Login troubles? Contact Residential Support and we can reset your password for you. Or you can call us at 416 360 3000 day or night.
CAN I PAUSE OR SUSPEND MY SERVICE?
Absolutely. Get in touch and let us know when to start and for how long. There is a monthly maintenance fee of $10/mo for this service. Plans changed? You can let us know at any time if you need to extend or resume your services.
ARE SERVICES PRE-PAID?
Yes, Rally Internet services are pre-paid. After your first free month, you will receive an invoice for the upcoming month.
If you cancel your Internet services mid-month, you will be refunded the amount for any unused days.
TV services are billed monthly.
HOW DO I CANCEL MY SERVICES?
We hate to see you go! Please call us at 416 360 3000 or email info@rally.ca with the date you need to terminate your Rally services and to make arrangements to return your hardware devices.
For your security, a mandatory phone call confirmation is required to verify the cancellation request.
There are no cancellation penalties or fees.
I'M MOVING, CAN I CONTINUE MY SERVICES AT MY NEW ADDRESS?
If you are moving into another unit in the same building, or another Rally building, a technician will need set you up in your new unit and then you can continue to enjoy your services as usual. There is no cost to transfer your services to another Rally-enabled location.
If you are moving to another building that is not yet wired for Rally, we would need to be granted access to that building by the Condominium Board to be able to provide service. You can email to ask them to add us to the providers in the building, and CC. us at info@rally.ca to get the ball rolling.
WHEN ARE PAYMENTS DUE?
Invoices will be emailed to the address we have on file on a monthly basis from the day you signed up. Customers who signed up prior to March 2022 will receive invoices on the 1st day of each month. Payments are taken on the 5th day of the month for the upcoming month of service.
Customers who signed up after March 2022 will be billed monthly from their installation date. For example, if you signed up on the 12th, and had your installation and services begin on the 18th, you’ll receive an invoice on the 18th of every month thereafter, and payment would be due around the 23rd for the upcoming month.
HOW ARE INVOICES SENT?
Invoices will be emailed to the address we have on file on a monthly basis.
Once you sign up with Rally Services, you will receive a username and password to your account. From the Billing and Payments tab, you are able to view and print your invoices. Invoices are also available in your online account.
I'M A DOTTO-ONE CUSTOMER, WHO IS RALLY?
Welcome! As part of our commitment to providing you with top-notch service, Dotto-One and Rally have entered into a partnership that will bring about several improvements to your services – for everyone!
While we have both always focused on delivering innovative solutions to meet your needs, this partnership allows us to leverage additional resources and expertise to better serve you. Rest assured, our core values and dedication to your satisfaction remain unchanged.
Together, we look forward to continuing to serve you and exceeding your expectations.
WHAT IS MY 'NEW' CUSTOMER PORTAL ALL ABOUT?
The customer portal was designed to provide you with an improved customer experience; activating your new portal and updating your payment information on the new billing platform will allow you an easier way to view and manage your account and see your payments go through instantly!
If you have not yet activated your account in our new portal, please contact us and a representative will send you activation instructions.
HOW DO I UPDATE MY BILLING INFORMATION?
Simply login to your Rally Portal account and from there you can update your payment method and billing information.
WHY DO I HAVE TO UPDATE MY PAYMENT INFORMATION IF I'M ALREADY SUBSCRIBED?
We are asking Rally and Dotto-One customers to activate and update their account in your new portal as streamline operations and plan to retire the old customer portal.
We will also no longer be using PayPal to collect payments, which could cause disruptions if you have not updated your account information.
You can re-enter your credit card information under the same price and service conditions. For your security, we are not able to see your private credit card information ourselves.
WHAT PAYMENT METHODS DO YOU ACCEPT?
Rally is a subscription service, you are billed monthly for the upcoming month. The customer portal provides you with an easy way to view and manage your account and see your payments go through instantly.
We accept all major credit cards, (Visa, Mastercard, American Express, Discover Cards)
You can pay using Visa and Mastercard debit cards.
You can also pay by Pre-Authorized Debit from your bank account.
We are currently not able to accept online banking payments (add as payee). If you need help with payment methods, please contact Residential Support.
WHAT IS MONERIS, IS IT SAFE?
Rest assured your privacy and security is our highest priority. Moneris is Canada’s largest and most trusted online payment portals and ensures that all payment data is safely secured and encrypted and your information is protected at every point of interaction.
You’ll also gain the convenience of seeing your account in real-time, and payment status instantly!
HOW DO I LOGIN TO MY ACCOUNT?
There’s a button at the top right of our website, just click on Login.
If you’re having trouble logging into your account, please contact our Support Team and they can help you out.
HOW DO I ACTIVATE MY ACCOUNT OR RESET MY PASSWORD?
You can activate your account or reset your password by clicking here: Reset Password
Enter the email address you registered with and you will be sent a secure link to reset your password.
Login troubles? Contact Residential Support and we can send you a new link to reset your password. Or you can call us at 416 360 3000 day or night.
I GOT AN EMAIL ABOUT MY PORTAL AND/OR BILLING INFORMATION, IS IT SAFE?
We know it sounds suspicious and we’re glad you’re alert and questioning the legitimacy of any email asking you to update your payment information!
You can always contact us 24/7 and we can verify that we sent you an email and that it is safe to open.
Rally will NEVER ask you for your payment information over the phone, by text message (SMS) or by email.
We can not see your payment information in the secure system.
If you have received an email from us, you have either:
Activated your new portal account, but not updated your payment information.
OR
Not activated your new portal account, and so have not updated your payment information.
WHAT IS THE 'NEW' CUSTOMER PORTAL ALL ABOUT?
The customer portal was designed to provide you with an improved customer experience; activating your portal and updating your payment information will allow you an easy way to view and manage your account and see your payments go through instantly!
If you have not yet activated your account in our portal, or haven’t received an email from us to do so, please contact us and a representative will send you activation instructions.
WHY DO I HAVE TO UPDATE MY PAYMENT INFORMATION IF I'M ALREADY SUBSCRIBED?
In the past, we used a billing service operated by PayPal. We no longer use PayPal to collect payments.
For your security, we are not able to see your private credit card information.
WHAT STEPS DO I NEED TO TAKE TO MAKE SURE MY ACCOUNT IS UP TO DATE?
1. ACTIVATE YOUR NEW PORTAL ACCOUNT.
CLICK HERE TO ACTIVATE YOUR ACCOUNT
This will take you to the NEW Rally portal where you can reset your password.
ENTER YOUR EMAIL ADDRESS
You will be sent an email with a secure link to reset your password then login to activate your new portal.
Logging in for the first time will activate your account. (If you have already activated your new portal account, you can simply login and skip to step 2)
2. IMPORTANT: UPDATE YOUR PAYMENT INFORMATION.
Please add or update your payment information. For your security, Rally does not store your private credit card information.
Go to BILLING on the navigation menu and click UPDATE PAYMENT, this will open a secure screen, where you can add or update your credit card or banking information.
3. REVIEW YOUR PAST INVOICES.
Verify that there are no outstanding amounts due from previous months.
Once you have updated your payment information, you can view your invoices and pay any past due amounts. Click on the invoice number, then click PAY NOW. Otherwise, the billing system will attempt to charge you automatically.
WHAT IS MONERIS, IS IT SAFE?
Your privacy and security is our highest priority. Moneris is Canada’s largest and most trusted online payment portals and ensures that all payment data is safely secured and encrypted and your information is protected at every point of interaction.
You’ll also gain the convenience of seeing your account in real-time, and payment status instantly!
You can learn more about Moneris by clicking here.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards, (Visa, Mastercard, American Express, Discover Cards) You can also pay using Visa and Mastercard debit cards.
You can also pay by pre-authorized debit from your bank account.
We are currently not able to accept online banking payments (add as payee).
If you need help with payment methods, please contact Residential Support.
WHEN ARE PAYMENTS DUE?
Invoices will be emailed to the address we have on file on a monthly basis from the day you signed up. Customers who signed up prior to March 2022 will receive invoices on the 1st day of each month. Payments are taken on the 5th day of the month for the upcoming month of service.
Customers who signed up after March 2022 will be billed monthly from their installation date. So, if your installation took place on the 18th day of the month, you will be invoiced on the 18th day of every month for the upcoming month using the credit card currently on file.
HOW DO I PAY MY INVOICES?
The Moneris system will attempt to charge you automatically per your billing cycle, if we were unable to charge you, you should verify and update your payment information.
You can also pay any outstanding invoices manually:
1. Close all the Rally tabs that you might have open on the browser.
2. LOG IN to the portal.
3. Go to the BILLING section and click the INVOICE NUMBER corresponding the outstanding invoice
4. Click on the PAY NOW button in the top right corner.
5. Select your Credit Card or Debit Card (you should be able to see the first four digits and the last four digits).
6. Click on UPDATE CREDIT CARD, and the payment will go through
HOW DO I UPDATE MY BILLING INFORMATION?
Simply login to your Rally Portal account and from there you can update your payment method and billing information.
Go to BILLING on the navigation menu and click UPDATE CREDIT CARD, this will open a secure screen powered by Moneris, where you can add or update your credit card information.
HOW ARE INVOICES SENT?
Customers who signed up prior to March 2022 will receive invoices on the 1st day of each month. If you signed up after March 2022, invoices will be emailed to the address we have on file on a monthly basis from the day of your installation and service activation.
Invoices are also available to view in your online account.
Once you sign up with Rally services, you will receive a username and password to activate your portal account and update your payment information. From the Billing and Payments tab, you are able to view and print your invoices.
DO YOU OFFER A GUARANTEE?
Yes. The Rally Guarantee:
At Rally, we are committed to keeping our customers happy. We provide affordable, hassle-free solutions for your Internet, TV and Home Phone needs.
WE STAND BY OUR SERVICES 100%
If you have a problem, we’ll solve it and make it right. Got a better price? Show us any comparable competitor offer and we’ll match it.
We’re here for you. Please contact us 24/7 for support.
DO YOU PRICE MATCH?
Yes! Send us a copy or take a picture of any competitor offer you received for a comparable product or service in your building and we’ll price match it. We’ll work with you to make sure you get the best value and service for the price.
DO YOU HAVE A REFERRAL PROGRAM?
You betcha! You can refer a friend or neighbour in any Rally-ready building and you’ll get rewarded with a free month of Internet! Make sure they let us know it was YOU who referred us and after their first billing cycle is complete, you’ll see a credit on your bill.
Did a friend refer you to Rally? Sign up for our referral program you’ll get your first month free!
Did we all just become best friends?
I OWN MULTIPLE SUITES, WHAT CAN YOU DO FOR ME?
If you own more than one suite in a Rally building (or buildings) get in touch with our team and we can discuss options for our Multi-Suite Owner (MSO) Program.
I'M A PROPERTY MANAGER, WHAT ABOUT ME?
We haven’t forgotten about you! Rally offers complimentary PM Services for your office and common areas, even free lobby Wi-Fi for residents and guests. There are also additional options we can customize to suit the needs of your staff, layout and residents throughout the building.
Check out our Property Manager Solutions and fill out the form to get more information.
WHAT ARE RESIDENTIAL SERVICES?
Rally offers High Speed Fibre Home Internet, HD IPTV and VoIP Home phone services to multi-dwelling units (MDU’s). We are based in Toronto, Ontario and have a national footprint across Canada.
Internet:
Up to 1Gbps Unlimited high-speed fibre optic Internet.
HD IPTV:
4k-compatible HD television. with hours of content available to stream on RallyTV.
VoIP Home Phone:
State-of-the-art home phone services and unlimited Canada-wide calling including all standard phone features.
Check out our Internet, Television and Home Phone pages on this site for more information or scroll through to read more FAQ’s about our individual services.
WHAT ARE HEALTH & SENIOR CARE SERVICES?
We care about Healthcare and Senior Care. Rally services hospitals and senior care living centres from coast to coast to help our most vulnerable stay connected with custom solutions to meet the needs of your residents.
Check out our Solutions section of our website for more information.
MY RESIDENTS ARE ASKING FOR RALLY... WHERE DO I START?
We’re glad you’re here! We’d love to talk to you about bringing our high-speed fibre network to your building. Contact us at info@rally.ca and let’s talk.
Quick Facts:
- There is NO COST to the corporation to bring Rally to your building.
- There is NO DISRUPTION of services during deployment. (We’re like high-speed fibre ninjas!)
- We are FULLY LICENSED by the CRTC.
- Rally brings you our own independent network providing UNLIMITED Pure Fibre Internet to the suite with speeds of up to 1Gbps Download/Upload!
- Competition benefits all residents, as it lowers prices for everyone – your residents will thank you!
Rally is all about giving people CHOICE, delivering FAIR and providing the CARE you deserve.
We offer solutions for Property Managers, Builders and Developers, Owners and REITs and TV Agents.
IS RALLY INTERNET REALLY UNLIMITED?
Yes, really! You will never be charged any overage fees! We’ll also never cap or throttle your speed.
FREE INTERNET FOR THE FIRST MONTH?
Yep. Why? Because we know you’re taking a chance on us and we appreciate that, so we want you to have a no-risk opportunity to give us a shot.
We can tell you it’s awesome, but we also know you rely on your Internet to stay connected so we want you to be able try out our services for FREE for the first month. You can also read our reviews – we’ve got hundreds of them from happy customers – but it’s your opinion that matters most.
DO I HAVE TO PAY EXTRA TO RENT HARDWARE?
Nope, we’re all in. Hardware is included in the price of service. No extra or hidden fees. Hardware you’ll need includes:
1 Internet Modem
1 Internet Router
Using Rally hardware allows for more efficient troubleshooting if you ever need support. If you cancel your services, you’ll have to return the devices to us, or we have purchase options available.
WHAT TYPE OF HARDWARE WILL I GET?
Rally has partnered with Nokia to bring the latest in Wi-Fi technology to your home!
Unfortunately, Nokia devices are not immediately compatible at every location where we already provide fibre service due to existing infrastructure in place. We are actively working to upgrade locations where we can and you will be notified of any upgrades to your service and the availability of Nokia hardware.
For more information about what hardware and devices are available in your building, please contact us.
WHERE DO I DOWNLOAD THE NOKIA APP?
For more information on the Nokia app, you can visit the Nokia website: Nokia WiFi Mobile App
Download from Apple App Store
Download from Google Play Store
NOKIA DEVICE INSTALLATION
WHY DO I NEED TWO PIECES OF HARDWARE? (OR WHERE ARE THEY?)
Location, location, location. In most condominiums, the telecom infrastructure is found in your front hall closet. This is not the best spot for your Wi-Fi signal, but should be placed where you will use it the most. To provide an optimized Wi-Fi experience, we install a fibre router in your hallway closet and the Wi-Fi access point in the area of your home that works best for you.
If you are looking for your second device, check inside the panel found in the front closet by the entry to your unit (in most cases). In some cases, it may be somewhere more obscure, like inside a ceiling panel. If you are having trouble locating your devices, please contact us and we can help you find it!
THE PREVIOUS RESIDENT HAS/HAD RALLY, CAN I TRANSFER SERVICES?
Yes! If the hardware devices have been left in the unit by the previous resident, you can simply contact us to have them reactivated. A new account created will be created in your name, and no technical visit is required.
CAN I GET A STATIC IP ADDRESS?
Yes! You can get a static IP address for $5/mo.
WILL MY RATES GO UP?
We won’t surprise you and suddenly raise your rate out of the blue (who does that anyways?)
If you signed up for a special offer or promotion, the regular retail rate will resume at the end of the term. We’ll give you a heads up to let you know that it’s coming up. If you have a question about your bill, please contact our Residential Support team and we can look into it for you.
HOW MUCH SPEED DO I NEED?
That’s really up to you. Consider how many people live in your home, the number of devices you use, and how you use the Internet.
Rally offers 1000Mbps True Fibre, Symmetrical Internet (or 1Gbps, Gigabit Internet)
Ideal for 3+ people, using multiple devices, gaming, working from home, video, IPTV, and Smart Home devices.
Our plan is unlimited, uncapped and offers symmetrical speeds – so you get the same download and upload speeds.
WILL I ACTUALLY GET THE ADVERTISED SPEED? (OR, WHAT IS 'UP TO' 1GBPS?)
Internet Providers all have to say ‘up to’ because there are external factors that can affect your actual speeds that we cannot control. 1000Mbps is the top speed you could reach hardwired. The speed you experience may vary with your technical configuration, the number of connected devices, the amount of traffic, your environment (Wi-Fi interference), or use of IPTV, your hardware limitations and other factors.
We’ve turned the dial up to 1000 and will never cap or throttle your speed.
What are ‘good’ speeds?
Here is what we expect to see when we test your speed.
Wi-Fi : 300 – 500Mbps Download/Upload
Hardwired: 750 – 900Mbps+ Download/Upload
Hardwired speeds will always be faster than Wi-Fi and a wired connection is required to reach speeds of up to 1Gbps.
For latency – the delay between your computer sending a signal to its destination and then getting a response back – lower is better.
Test your speed using our speed test.
If you’re not getting the speeds you expect or have noticed a change in your speeds, please contact our support team 24/7 to troubleshoot any issues you may be experiencing and we’ll help you figure it out.
WHAT KIND OF THINGS CAN AFFECT MY SERVICE?
We’re obsessed with Internet and we monitor our network 24/7. We will get an alert as soon as something isn’t right and the team will jump into action, the network team will be on it and we’ll deploy a field team to the site. There are a number of outside forces that can affect your telecommunications services. Make sure you’re registered for our SMS updates so you’ll get any service notification updates as they come in.
Inclement Weather
We’re Canadian, so we know we could see all 4 seasons in the same day (polar vortex anyone?) High winds, storms and other extreme weather can take out power or disrupt Internet and TV services. TV feeds often come from other cities or countries, so local weather there could be affecting their own broadcast service. We’re constantly monitoring our network – and every TV channel we offer – to ensure things are running smoothly, and if Mother Nature ever causes a problem, rest assured we plan to send her a strongly worded letter about it – after we make sure you’re up and running again.
Construction or Other ISPs
Fibre is especially delicate and the main Internet lines run underground, beneath the city streets through pipes and into conduits in the building. All the routes and conduits are shared among the various providers. If there is road work or other construction anywhere along the path from our data centre, either outside or inside the building, it can happen that a line is accidentally cut or damaged.
It is also possible that another ISP could damage a line while pulling or maintaining their own lines. Because the routes are shared by everyone, sometimes competing ISPs have to work together to help solve a problem (who knew?). We’ll always investigate and let you know what happened, and follow up with whoever caused the issue and make sure everything is repaired as quickly as possible.
Network Maintenance
We’re constantly monitoring and maintaining our network, and if we ever have to do a planned service upgrade or maintenance in your building, we’ll let you know by SMS ahead of time. Typically, scheduled maintenance will happen overnight, and we hope you won’t even notice (unless you’re a night owl.) In the event of emergency maintenance, we’ll give you as much notice as possible to ensure we get you up and running again and keep you updated on our progress.
Power Outages & Building Maintenance
We’re all about power to the people, but if there is ever a major power outage, every telecom is going to have a problem.
Sometimes in buildings there are planned outages, for instance, generator testing or upgrades. If the main power in the building goes out, our equipment located in the telecom room very likely will be affected. As soon as the power comes back, we would be back up too. We don’t usually know ahead of time when that is going to happen, unless someone lets us know. If you are aware of a planned service outage or test in your building, you can give us the heads up so we can be prepared and we’ll have a technician on call to make sure everything gets back up and running as soon as the power is back.
Wi-Fi Interference
Location. Location. Location. Both that of your home, and your router.
• Are there are several wireless networks surrounding your suite or other nearby electronics that are interfering with your connection?
• Is your router placed in an elevated & open area in the space closest to where you use it the most?
• Are any walls, doors or objects blocking it?
Signal strength is weakened the further away or more obstructed the path.
Your Hardware & Devices
Fibre moves fast, but your devices might not. Can your devices handle 1000Mbps?
• Is your computer new and fast, or an older model struggling to keep up?
• Check that your operating system and processors aren’t the issue.
• Is your router capable of gigabit speeds and how old is it? If it’s been more than a few years, it may be time to have it replaced.
If none of these are the culprit and you’re ever experiencing an issue with your service, please contact us 24/7 and let us have a look. We may be able to fix it remotely, or send a technician to check your line or replace your hardware.
WHAT IS FIBRE INTERNET?
Fibre is not electrical wire; it’s thousands of tiny strands of light, each sliver of illumination representing the speed of light.
That capability is at your fingertips with Rally. Fibre internet uses high–bandwidth dedicated optical cable to transmit data in a faster and more secure way than any other type of connection (as fast as 1Gbps upload/download). Fibre represents the fastest wired Internet connection available today.
Comparing Fibre to other types of Internet:
DSL
Before Fibre, DSL (Digital Subscriber Line) was the top level of Internet service. It still widely exists in buildings and places that are not yet wired for Fibre. Running on existing telephone lines, it’s completely reliable, but not as fast as Fibre.
Cable
Another form of service comes by cable, a common infrastructure among ISPs that were primarily cable TV companies prior to the proliferation of the Internet. Rally does not use cable, as our television service is IPTV (Internet Protocol Television) and is delivered over our own Internet lines.
Satellite
By now, you may have heard about satellite Internet, and outfits such as Starlink. While it may one day represent the future of connectivity, its availability remains mostly limited to the rural areas it was designed to primarily serve. According to speedtest.net, Starlink’s download speed in the first quarter of 2021 was a high of 80.57 Mbps in Saskatchewan.
WHAT IS SPARK INTERNET?
Rally Spark Internet is our legacy DSL service, we are no longer deploying DSL infrastructure in any NEW buildings.
If your building is currently only showing Spark as the service option, we can still offer you our DSL service with speeds of up to 100Mbps Download/25Mbps Upload.
As we grow, we are upgrading our network to be fibre-first. If your building has already been upgraded from Spark to Rally Fibre, we are thrilled to be able to offer you our fastest Internet with symmetrical speeds of up to 1000Mbps!
WHAT DEVICES CAN I USE TO WATCH RALLY TV?
The NEW RallyTV allows you bring your own devices and use what you already have and are most comfortable using. Simply visit the App Store for your devices to download our app to your own TV streaming devices, as well as your tablet and mobile phone so you can watch TV at home or on-the-go!
You won’t be able to use the app unless you sign up and are provided a username and password to login. If you cancel the TV service, you will lose access to log in to the app on all your devices.
You can download the app on up to 5 different devices so you can have it on all your TV’s plus your phone and tablet and watch across them all. If you need to remove a device, just give us a shout.
Supported devices include:
Note: Some models of Smart TVs may or may not be compatible, but check the App Store if there is one built in to your Smart TV. We will be adding support for more devices and Smart TVs soon. You can purchase a streaming device from most major electronic retailers and big box stores. If you need help deciding on a device, please contact us and let’s get you all set up.
You can check out our App Support & FAQs for more detailed information about the app, links to downloads and device support from the manufacturers.
HOW DO I USE THE NEW RALLYTV APP?
For links to downloads and device support and FAQs about the new RallyTV App please visit our App Support & FAQs page. We’ve put together a user guide and gathered some helpful tips. Don’t see and answer there? Ask it so we can add in the answer for everyone!
.
CAN I GET RALLY TV IF MY BUILDING DOESN'T HAVE RALLY INTERNET?
Rally TV runs on our own network. Your building must have Rally Internet in order to purchase our TV service. If you are interested in bringing Rally to your building, please drop us a line at info@rally.ca
WHY DO HAVE TO HAVE RALLY INTERNET TO GET THE TV APP?
It’s a regulatory thing – a case where technology has moved faster than mandates. In the simplest terms, it’s a rule – not ours, but one we have to follow.
IPTV runs over the Internet. As a federally regulated (CRTC) business – both as a licensed Internet Service provider (ISP) and TV Broadcasting Distribution Undertaking (BDU) – we are required to be your Internet provider in order to provide you our IPTV service. It’s not allowed for any provider to be your ISP and then run another providers IPTV service over their Internet lines.
Even though it is physically and technically possible that anyone could download the app from the App Store, (and yep, using the app over your mobile data bypasses that rule) you can’t access the app without being provided login credentials, to get those, we need to be able to authenticate your account back to you and your primary Internet account. It’s weird but, that’s the rule.
WHAT IS IPTV?
IPTV stands for “internet protocol television.” That means television content is being communicated using the Internet instead of traditional cable, allowing you to have more control and personalize your TV experience.
CAN I JUST ORDER THE TV CHANNELS I WANT?
The CRTC mandates that all TV service providers offer an affordable basic TV package – we call that BASE TV – which includes local news, information, Canadian content and must-carry network channels. This is the minimum package that every TV subscriber must have included in any subscription plan.
From there you can upgrade to PEAK TV with more of our most popular channels, or simply add on any one of our theme packs or U-Pick channels.
HOW DO I MANAGE MY TV CHANNEL LINEUP?
To add or remove channels, please contact us. View our full channel lineup.
DO YOU OFFER PVR?
Yes! To learn more about recordings on the new RallyTV app please visit our App Help page under PVR (RECORD)
WHAT IS VoIP HOME PHONE?
VoIP stands for Voice over Internet Protocol, also called IP telephony. This allows you to make phone calls through your internet connection instead of a regular landline or a mobile network. A VoIP system converts analog voice signals into digital signals over your broadband connection.
CAN I KEEP MY EXISTING PHONE NUMBER?
Yes! Rally will port your number from any other provider.
CAN I USE MY OWN PHONE WITH VoIP?
Yes. With Rally Home Phone services, you will be able to use a traditional analog phone with VoIP features.
WHAT FEATURES ARE INCLUDED IN RALLY HOME PHONE SERVICES?
Features* included at no additional cost are:
• Voicemail
• Voicemail to Email
• Call Forwarding
• Call Waiting
• Caller ID
• Three Way Calling
• V911
• Anonymous Call Rejection
• Call Return
• Call Hold
* Some features may not be available in all buildings. To make an inquiry about the availability, please contact one of our Sales representatives.
WHERE CAN I FIND YOUR INTERNATIONAL CALLING RATES?
Our international calling rates are available here.