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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 network. We run our own lines, not renting or piggy-backing on 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.

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. 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 info@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 or resell other carriers lines to deliver our high-speed fibre Internet services. We are a fully independent alternative, that means we build, own and operate our own network and pull our own 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 info@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
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 Residential 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.

HOW DO I MAKE CHANGES TO MY ACCOUNT?

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

HOW DO I RESET MY 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.

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.

 

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. There are no cancellation penalties or fees.

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. We use the credit card currently on file.

WHY IS MY FIRST BILL HIGHER?

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.

HOW ARE INVOICES SENT?

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. 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.

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.

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.

 

We are currently not able to accept online banking payments. If you need help with payment methods, please contact Residential Support.

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 PRODUCTS 100%

 

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.

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 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-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?

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 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.

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.

DO YOU HAVE SMART HOME SOLUTIONS? RALLY + SmartONE

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!

 

Read more about what we’re doing to build smart communities together. 

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 Distribution Partners.

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:

 

  • Internet Modem
  • Internet Router

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.

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!

WHAT IF I WANT TO USE MY OWN ROUTER?

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 support@rally.ca for more information and to find out if your router is compatible with our service.

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.

WILL MY RATES GO UP?

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.

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 (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?

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.

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 highbandwidth 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 its television product is IPTV (Internet Protocol Television).

 

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.netStarlink’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 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!

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 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

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 and must-carry channels.

 

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 login to your customer portal. View our full channel lineup.

CAN I REWIND LIVE TV?

Yes! You can pause and rewind live TV with our 24 hour loopback feature.

DO YOU OFFER PVR?

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.

DO I NEED A SET-TOP BOX FOR EACH TV?

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.

CAN I USE MY OWN UNIVERSAL REMOTE CONTROL?

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!

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.

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