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FAQs

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frequently asked questions below.

Frequently asked questions

Need a hand? We’ve answered some of our most often asked questions.

You can also watch helpful walkthrough videos to guide you through the different features and services.

MY ACCOUNT

Q. How do I login to my account?
A. Please visit our residential home page and click on the Account Login button to be redirected to your portal to view your account.

 

Q. Do I have to sign a contract?
A. No! Rally does not require a contract for our services.

 

Q. How do I make changes to my account?
A. You can make changes to your TV lineup in your portal account, for all changes or inquiries, contact Rally Customer Care 24/7 at 416.360.3000 or info@rally.ca

GENERAL

Q. I live in a house. Can I get Rally?
A. No. Rally is only available in select condominium buildings.

 

Q. How do I get Rally at my condominium?
A. Please contact your property manager and request our services, we can then arrange a meeting to discuss bringing Rally to your building.

 

Q. What does “Net Neutrality” mean?
A. 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 here.
INTERNET

Q. Is Rally Internet really UNLIMITED?
A. Yes, really! You will never be charged any overage fees!

 

Q. Will I really get 1Gbps speed?
A. Rally will never throttle your connection or limit your speed. There are outside factors that can affect your speed that are not within our control such as Wi-Fi interferences or hardware limitations. If you run into issues with your speed, please let us know and one of our technicians will help you locate the source of the issue.

 

Q. There is already fibre in my building from another ISP. Why can’t I get RALLY?
A. Rally does not resell or use any other carrier network or cabling, we build, own and operate our own independent network. If you are interested in bringing RALLY Fibre into your building, please contact your property manager to request our services and let us know at sales@rally.ca.

 

Q. Why do I need two pieces of hardware?
A. 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.

 

Q. What if I want to use my existing router?
A. You can rent a Wi-Fi access point from Rally or use your own fibre router. If you want to use your own Wi-Fi access point, our support team can assist you. We recommend using Rally hardware as this would allow for more efficient troubleshooting if you ever need support. Reach out to us at support@rally.ca for more information.

TELEVISION

Q. Do I need to buy a TV package or can I just subscribe to the channels I want?
A. The CRTC requires every TV subscriber to purchase a minimum set of channels, we call this Skinny TV and is available for $20/mo. After that, it’s all about choice. Rally offers a wide variety of channels and theme packs that can be purchased individually so you can have as much content you want based on your needs and interests.

 

Q. My building has Rally fibre. Can I get Rally TV without buying Internet?
A. Yes! Rally TV is available anywhere within our fibre network. There is a $150 installation fee for TV only customers.

 

Q. Can I get Rally TV if my building doesn’t have Rally fibre?
A. Rally TV runs on our own fibre network. Your building must have Rally fibre 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

 

Q. Can I rewind live TV?
A. Yes! You can pause and rewind live TV!

 

Q. Do you offer PVR?
A. Every Rally TV subscriber is given 10GB of PVR storage, but you can always get additional storage so you can keep your favourite shows on your local box as long as you want. Contact us for additional storage options.

 

Q. Do I have to have a set-top box for each TV?
A. Every TV in your home will require it’s own set-top box. Additional boxes may be purchased or rented.

 

Q. How do I manage my channel lineup?
A. To add or remove channels, please login to your customer portal. To view our full channel lineup, click here.

 

Q. Can I use my own remote control?
A. We provide a Rally remote with the purchase of our TV services, to synch it with your own universal remote, see our Rally TV remote manual.

HOME PHONE

Q. Can I keep my existing phone number?
A. Yes! Rally will port your number from any other provider.

 

Q. What features are included in Home Phone?
A. With Rally Home Phone services, you will be able to use a traditional analog phone with VoIP features. 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

* Not all features are available in all the buildings. To make an inquiry about the availability of the features in your building, please contact one of our Sales representatives.

 

Q. Where can I find your International calling rates?
A. Our international calling rates are available here.

BILLING & PAYMENTS

Q. What day of the month are the payments due?
A. You will receive in invoice on the 1st day of each month. Payments are taken on the 5th day of the month for the upcoming month of service.  We use the credit card currently on file.

 

Q. Why is my first bill higher?
A. Most likely you signed up during the previous month. Your first bill will reflect the days of service for the previous month, as well as the upcoming month.

 

Q. How are invoices sent?
A. Invoices will be emailed to the address we have on file when you signed up on the 1st day of each month. Invoices are also available in your online account.

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.

Still need help? Our team is available 24/7 to help you out.