Support & Frequently Asked Questions.

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.

Yes, we offer a price match guarantee for internet services available in your current building. To qualify for a price match, the competitor’s service must be available at your specific address. Please note that we cannot match prices for services that are not offered in your building. To ensure eligibility, we require the full address during the price match request. 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 work with you to make sure you get the best value and service for the price.

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?

We understand that cancelling your current ISP can be a frustrating process, and we’re here to make your transition as smooth as possible. Depending on your provider and the type of service you have, we may be able to handle the cancellation for you.

This process isn’t easy – by design. We will make every effort to act on your behalf, but if they won’t cooperate, and want to speak to you directly, we can at least help you to be prepared:

How ISPs Make Cancelling Difficult

Your current ISP does not want to lose you so they make switching as painful as possible—but if you know their tricks, you can avoid the traps.

• Winback Departments: Instead of a simple cancellation, they transfer you to a team designed to pressure you into staying.

• Temporary Discounts: They may offer a lower rate for a short period, only to increase it later.

• Contract Traps: Accepting a “special offer” may unknowingly lock you into a new contract.

• Delays & Confusion: Some ISPs claim they never received your cancellation request, causing billing issues.

Knowing these tactics in advance can help you navigate the process more confidently.

When We Can Cancel for You

Phone Services (VoIP or Landline) – Yes

If you are switching home phone service and porting your number, we will handle the cancellation. Do not cancel your old service before porting, or you might lose your phone number.

Internet Service – Sometimes

For certain providers, such as Bell and Rogers, we may be able to cancel on your behalf. However, many ISPs require customers to cancel directly to avoid potential billing overlaps. To initiate this request, please provide us with your most recent bill that includes service details and your account number. We will keep you updated and notify you once the cancellation is confirmed.

Bundled Services – No

If your current provider offers internet, TV, and phone as a bundle, you will need to call to separate and cancel the services(s).

Best Practices When Switching Services

✔ Confirm with us whether we can handle the cancellation.
✔ Check for cancellation fees if you’re under contract.
✔ Return equipment (modems, routers) to avoid extra charges.
✔ Get written confirmation from your current provider to ensure cancellation is processed.
✔ Be firm with the winback team—state that you have already switched and are not interested in retention offers.

Need Assistance?

If you have any questions or need help with the cancellation process, contact our support team. We’re here to make your switch hassle-free!

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.

We’re adding new locations all the time, and want to add yours too so we can Rally together!

The Internet is like a highway.

There are two types of Indie ISPs.

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.

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.

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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.

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Rally is a proud member of CNOC.

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.

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.

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.

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.

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 [email protected] 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.

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.

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.

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.

We hate to see you go! Please call us at 416 360 3000 or email [email protected] with the date you need to terminate your Rally services and to make arrangements to return your hardware devices.

There are no penalties or fees for cancelling. The full retail price of any devices is charged in the event of lost, damaged or unreturned hardware.

Read more about hardware returns.

Read more about our charges and fees.

For your security, a mandatory phone call confirmation is required to verify the cancellation request.

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.

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.

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. 

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.

Simply login to your Rally Portal account and from there you can update your payment method and billing information.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

Yes, really! You will never be charged any overage fees! We’ll also never cap or throttle your speed.

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.

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.

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.

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!

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.

Yes! You can get a static IP address for $5/mo.

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.

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.

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.

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.

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

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. 

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!

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.

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!

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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 [email protected]

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.

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.

To add or remove channels, please contact us. View our full channel lineup.

Yes! To learn more about recordings on the new RallyTV app please visit our App Help page under PVR (RECORD)

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.

Yes! Rally will port your number from any other provider.

No, Rally does not provide a VoIP telephone device. You’ll need to bring your own.

Yes. 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

* Some features may not be available in all buildings. To make an inquiry about the availability, please contact one of our Sales representatives.

Our international calling rates are available here.