Frequently asked questions.

Installation and setup

How long does installation take and what should I expect on the day of install?
A technician will install the fibre line, set up your modem and router, and make sure your home devices can connect. Most installs take about one to two hours depending on home layout and access to wiring.
My router is on but I do not have Internet. What should I do?

First check that all cables between the fibre modem and router are firmly connected. Power cycle both devices by unplugging them for thirty seconds and waiting two to three minutes for the lights to stabilize.

For specific router instructions, see the technical FAQ for your device

I cannot see my Wi Fi network. How do I fix this?

Restart your router and try another device to confirm if the issue is device specific. If your network still does not appear, your router may need a configuration check.

See the full router FAQ for steps and login instructions

How do I change my Wi Fi name or password?

You can update your Wi Fi name and password through your router app or web interface. A quick rename or password update will disconnect devices until they reconnect with the new info.

Step by step instructions

Can I add a Wi Fi extender or mesh point?

Yes. You can add additional access points to improve coverage in larger homes.

Account, billing, and payments

How do monthly billing and payments work?

Invoices are sent monthly. You can choose to pay by pre authorized debit or credit card. You can choose to pay through the portal.

Is a commitment required for my plan?
Our residential plans include a 24 month commitment. The agreement begins at activation.
Are there cancellation fees?
Yes. Early cancellation fees apply during the commitment period.
Do I need to be on pre authorized payments?
Pre authorized payment is required for all plans. You can set this up using a cheque or a credit card.
How do I update my payment method?
You can update billing information by contacting customer support or through your customer portal if available for your region.

RallyTV

Can I skip commercials during Catch Up or Recorded programs?
Yes. You may fast forward through commercials when watching shows using Catch Up, Restart, or your Recorded library. You cannot fast forward during live TV.
Can I purchase only selected channels (U Pick) without a base package?
No. You must choose a base package first before adding U Pick channels due to content licensing rules.
Why are some shows unavailable for replay, Catch Up, or recording?
Each network sets its own rules about which programs are available for replay or recording. If something you want is unavailable, recording it to your cloud PVR is recommended.
Why does the guide show a different program than what is airing?

Broadcast changes and regional licensing rules may cause differences between the guide and the actual program. These updates are controlled by broadcasters and apply to all Canadian providers.

Why can I not watch certain NHL games?
NHL blackout rules apply across all Canadian providers. If you are in a blackout region, the game may not be available through NIVO RallyTV.
How do I add or remove channels or theme packs?
Contact NIVO support to change your channel lineup. Once the update is completed, log out of the RallyTV app and log back in to refresh your channels.
Will my stream time out if left idle?
Yes. If there is no interaction for 3 hours, the app will prompt you. Live streams may stop after 7 hours of continuous viewing without channel changes.
Is 4K streaming supported?
Yes. Some channels support 4K streaming. Most programming is delivered in standard high definition.
Can I watch Video On Demand (VOD)?
VOD is not currently supported in RallyTV. It may be added in the future.
How many devices can I use at once?
You can register up to 5 devices and stream on up to 3 devices simultaneously.
Can I use the app on my Smart TV?
Many Smart TVs with Android TV are supported. If your TV does not show the RallyTV app, you may use a streaming device such as Roku, Fire TV, or Chromecast.
How do I download other streaming apps?
Open the app store on your streaming device, search the name of the app, and install it. Some remotes include quick launch buttons for popular apps.

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