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frequently asked questions below.
Need support or have questions about our services and how it all works?
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.
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.
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. 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 firstname.lastname@example.org.
We’re adding new locations all the time, and want to add yours too so we can Rally together!
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!
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.
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.
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.
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.
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.
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.
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.
No! Rally does not require a contract for our services.
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.
Yes, Rally services are pre-paid. After your first free month, you will receive an invoice for the upcoming month.
If you cancel your services mid-month, you will be refunded the amount for any unused days.
We hate to see you go! Please call us at 416 360 3000 or email email@example.com with the date you need to terminate your Rally services and to make arrangements to return your hardware devices. There are no cancellation penalties or fees.
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 firstname.lastname@example.org to get the ball rolling.
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.
The new customer portal was launched to provide you with an improved customer experience; activating your new portal and updating your payment information on the new billing platform (Moneris) 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.
We recently made a change to how we collect our payments. The new customer portal was launched to provide you with an improved customer experience; activating your new portal and updating your payment information on the new billing platform (Moneris) will allow you an easier 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 also pay using Visa and Mastercard debit cards.
We are currently not able to accept online banking payments. If you need help with payment methods, please contact Residential Support.
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.
If you have a problem, we’ll solve it and make it right. Got a better price? We’ll match it.
We’re here for you. Please contact us 24/7 for support.
Yes! Send us a copy or take a picture of any competitor offer you received for a comparable product or service and we’ll price match it. 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-wired building and you’ll BOTH get rewarded with a $50 credit on your bills. 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 and after your first billing cycle, you’ll get a $50 credit just for taking your friends’ good advice!
Did we all just become best friends?
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.
Up to 1Gbps Unlimited high-speed fibre optic Internet.
4k-compatible HD television. with hours of content available to stream on Rally TV.
VoIP Home Phone:
State-of-the-art home phone services and unlimited Canada-wide calling including all standard phone features.
Check out our Residential Services 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.
Rally and SmartONE Solutions are partners, we’ve joined forces to disrupt the status quo and take Smart Homes to the next level.
Together we offer affordable, next-level connectivity to multi-residential communities in Western Canada by putting the power of Rally’s independent telecommunication network and the latest in SmartONE‘s community safety and security — right in your hands!
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@example.com and let’s talk.
Rally is all about giving people CHOICE, delivering FAIR and providing the CARE you deserve.
Yes, really! You will never be charged any overage fees! We’ll also never cap or throttle your speed.
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.
Nope, we’re all in. Hardware is included in the price of service. No extra or hidden fees. Hardware you’ll need includes:
If you cancel your services, you’ll have to return the devices to us, or we have purchase options available.
For Rally IPTV, your first STB and remote control are included. If you have more than one TV, you will need another set for each device. Contact us to find out more about hardware options.
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!
All hardware is included in the price of your Rally Internet plan, or you can use your own fibre router and save $5/mo. If you want to use your own router, our support team can help you out.
We recommend using Rally hardware as this would allow for more efficient troubleshooting if you ever need support. Reach out to us at firstname.lastname@example.org for more information and to find out if your router is compatible with our service.
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.
We won’t surprise you and suddenly raise your rate out of the blue. If you signed up for a special offer or promotion, the regular retail rate will resume at the end of the term. If you have a question about your bill, please contact our Residential Support team and we can look into it for you.
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.
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.
Rally will never cap or throttle your speed, but there are external issues that can affect your actual speeds.
The speed you experience may vary with your technical configuration, number of connected devices, traffic, your environment (Wi-Fi interference), or use of IPTV, your hardware limitations and other factors.
Hardwired speeds will always be faster than Wi-Fi and a wired connection is required to reach speeds of up to 1 Gbps.
You can contact our support team 24/7 to troubleshoot any issues you may be experiencing and we’ll help you figure it out.
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:
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.
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 its television product is IPTV (Internet Protocol Television).
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.
Rally Spark Internet is our legacy DSL service, we are no longer installing NEW Spark DSL in any NEW buildings.
If your building is currently only showing Spark as the service option, we can 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 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!
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.
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@example.com
Yes! You can pause and rewind live TV with our 24 hour loopback feature.
Yes! 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.
Yes. Every TV in your home will require it’s own set-top box. Your first STB is included in the price of your monthly TV subscription, additional boxes may be purchased or rented.
If your Universal Remote comes with a USB receiver dongle, then the remote may be used with your Rally TV box. However, it is possible that some buttons on the remote will not work when the TV box is used with a non-Rally remote.
The TV box on its own does not natively support Infrared (IR) buttons on Universal TV Remotes, so the only way to achieve this is through the USB dongle or Bluetooth. The lack of IR functionality is unfortunately a common “feature” of all modern set top boxes, including any AppleTV, Chromecast, or Roku devices which all use soft remotes instead of IR sensors.
Any Universal Remote which uses Bluetooth may be connected to the 598 model TV box as well via the Settings -> Bluetooth pairing configuration in the Android Settings menu.
Rally’s Agility and FBR remotes both have IR buttons at the top of the remote which can be synced with any TV or Audio device, so that the Rally remotes can be used as the Universal Remote in the household.
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 or check out our YouTube page for the video!
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.
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 to Email
• Call Forwarding
• Call Waiting
• Caller ID
• Three Way Calling
• 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.