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Business Profile

Internet Services

BAI Connect

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for BAI Connect's headquarters and its corporate-owned locations. To view all corporate locations, see

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BAI Connect has 2 locations, listed below.

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    • BAI Connect

      15301 Ventura Blvd, Suite 350 Sherman Oaks, CA 91403

    • BAI Connect

      15301 Ventura Blvd Sherman Oaks, CA 91403-3102

    Customer Complaints Summary

    • 27 total complaints in the last 3 years.
    • 15 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/26/2025

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Key Issue 1.Service Interruptions and Breach of Contract oBAI Connect has consistently failed to provide stable and reliable services, leading to frequent outages that disrupt my business operations.oThis constitutes a material breach of contract under fundamental contract law principles, as BAI Connect has failed to uphold its obligations despite continued and punctual payments from my end.2.Failure to ************* Modification Agreement oDue to persistent phone service issues, I requested to cancel my phone service while retaining 500 Mbps internet service until my contract expires on July 25, 2025.oNatalie, a Business Account Manager at **********************, confirmed this request is possible and mentioned she would provide pricing details for internet-only service in 2023, but we never received any follow-up. ******** this confirmation, BAI Connect later denied the cancellation request, stating the contract could not be modifiedeven though prior communications prove otherwise.3.Unreasonable and Unfair Business Practices oAfter repeated follow-ups (including emails in December 2024 and multiple support ticket), BAI Connect failed to respond in a timely manner.oWhen I finally reached ******* via phone, she stated that the only way to cancel phone service is to enter a new 1-year contract for internet-only service or pay all remaining balances on the contract to cancel the current contract, even though the reason for cancellation of phone service is due to poor quality from Baiconnect.oThis contradicts BAI Connects previous confirmation and constitutes an unfair policy shift designed to financially penalize customers for service issues that were caused by BAI Connects own failures.Requested Resolution 1.Immediate release from my existing contract, effective May 1, 2025, without any early termination fees, penalties, or additional charges.2.Written confirmation of contract cancellation, effective immediately, with no financial liability on my part.

    • Initial Complaint

      Date:02/13/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I lived in an apartment that used their internet service exclusively so I had no choice but to use them. When I moved I tried cancelling their service for months. Every time I would talk to someone they would either say they will call me back because a different department needs to handle it or they need to transfer me to a different department. They never called me back and every time they transferred me it would just automatically disconnect. It took roughly 4 months to finally get someone to cancel my account. I disputed the charge for the months I did not use their service and now they are hounding me every month to pay them. I have tried contacting their billing department since Dec 2024, but they have yet to respond to any of my correspondence. Reference number for the bill is ******. The address of the apartment I used to live in is ************************************************.

    • Initial Complaint

      Date:01/15/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I relocated and discontinued services with BAI connect on October of 2023. I sent two written confirmations through there website and spoke to numerous representatives. They still continued to charge me even though I no longer resided at the location they were. charging. They have since ignored any communication I have attempted and continue to keep badgering me with emails along with threatening collection services against me.

    • Initial Complaint

      Date:12/09/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I lived in the Lofts @ ************ where the internet was included in our rent. A few months before my lease was ending, the contract between the building mgmt and BAI Connect ended and tenants had to sign up for services on their own (if thy so choose). I called BAI to connect services for only ONE MONTH as that was all that I had left on the terms of my lease but I still needed internet access. When the tech came to connect my service, there was a constant issue entering my correct unit number. The issue went on for so long, the tech decided to leave and said he would work it out in the office. After the month of service that I needed, I called to cancel the service. After canceling at the end of July, I noticed charges in August and September. I called, they refunded the costs. Now, in December I AM STILL BEING CHARGED! I've been calling and emailing and chatting with this company for about a week now and they keep saying they will call me back or that it will b "fixed by the end of the day". They claim to not have supervisors you can speak with nor do they have any escalation process for issues like this. I called on December 2nd to have the resolved and I was charged again on December 3rd!!

    • Initial Complaint

      Date:10/18/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      BAI connect is consistently harassing me e ery few months for payment that I don't owe. They also directed you to a fraud number on their letterhead. I have asked to cease communication. They continue to call and email. Please assist. I owe nothing. I don't live in **********.

    • Initial Complaint

      Date:10/15/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company is unauthorized to take payments. Then after they do that they still charge more money. Then they dont return calls or disputes. Unless you pay them more they cut off your service and demand more money. I have receipts that all is paid and they mysteriously cant find their receipts. Its been going on since Aug 2024 and it jyst happened again Oct. 2024

    • Initial Complaint

      Date:09/20/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My apartment complex provided **** services through BAI Connect, which required me to rent the router through BAI. It was an additional monthly charge of $16. I moved out of my apartment complex at the end of July and contacted BAI Connect about returning the equipment and canceling the monthly charge. BAI Connect responded in July of 2024 that I would return the equipment through ***** with the shipping label they provided and did not state that there were any additional steps to canceling the charge. I returned the equipment and received notification that my returned equipment was received by BAI Connect on 08/09/2024. In September of 2024, I received an invoice charging me for the rental equipment. I contacted BAI Connect again to confirm my cancellation and receive a refund for the September charge since I already returned the equipment. I received no response to my email sent 09/03/2024, 09/09/2024, or 09/19/2024. I want confirmation that I will no longer be charged for the rental equipment and receive a refund for the September charge. I've attached copies of all the emails I sent to BAI Connect.

    • Initial Complaint

      Date:08/20/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had internet service from this company from July 2021 to August 2022. I received confirmation from this company on 8/30/22 that my service was canceled. From November 2022 to November 2023 they continued to charge me a monthly invoice. They ignored my initial email in April 2023 when I first noticed the issue. I called them to resolve the situation on Dec 11, 2023, and I forwarded the cancelation confirmation to a representative, and they assured me it was resolved and all charges were removed. Since then, they have continued to send me a monthly A/R bill for outstanding charges from Nov 2022 - Nov 2023. I have emailed them multiple times in 2024, but they ignore all of the emails, and I left negative reviews on online review sites ****** and Yelp, but they continue to ignore me and send a bill. This is very concerning because they could ruin my credit if they send this to a bill collector.

      Business Response

      Date: 08/29/2024

      Hi ******,

      We have investigated the billing issues you reported and can confirm that the billing has been stopped. You do not have an active account with us, and we have confirmed with billing that all open invoices have been closed out by a credit memo posted on 8/20/24. We apologize for the inconvenience this may have caused.  If you have any further concerns or questions, please do not hesitate to reach out to us.

      Sincerely,

      The Team at BAI Connect


    • Initial Complaint

      Date:08/06/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I started service with BAI Connect in early February.After trying their service, I found I needed to speak to their technician department about getting a public IPv4 address. They claimed I would need to talk to sales about paying for an additional service. They said sales would call me back within the week.I couldn't use the service, since it had no public IPv4 address, and I require that for some of my personal projects and self hosted personal services. Because of this, the service remained unused by me from here on.After a month of no call back from sales, I reached out again and was again told I would be called back. They did call back, however I missed the call while I was at work. I called the number back, followed their instructions, and was unable to reach the sales department. It is now the start of April and I have been charged for 2 months of a service I cannot use.After this I only cared about cancelling my service, with a possibility of having the months refunded.I had to go through their phone tree several times, email several times, and have multiple conversations to cancel my account. I did finally cancel it, after early May. They stated they would cancel the pending bill, and refund the previous month.I got the refund. However the bill seemingly has not been cancelled. I am getting emails saying I'm over due. I have emailed their billing department, in two different threads over a month, with evidence of my cancellation. I have called their offices and left messages. They have not responded.I just want this cancelled, I don't need any money back here. Even if they already have cancelled it, they haven not communicated that to me and I am concerned this will go to collections.

      Business Response

      Date: 08/29/2024

      Hi ******,

      We are sorry to hear about your experience trying to set up a service with us. This is not the customer experience we strive to give to each of our customers. After speaking with our billing department, we went ahead and credited the second invoice you had open. Your account is now posted as $0 with no open invoices. Once again, we are sorry for your experience and hope that we have resolved your concerns. 

      Sincerely,

      The Team at BAI Connect

      Customer Answer

      Date: 09/03/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***************************

    • Initial Complaint

      Date:07/31/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      BAI connect states that they do not block ports, when in fact they do and requested an addtional $19.0 per month as an alternative to unblock the ports. I currently pay them $50.00 monthy for their Internet sevice.

      Business Response

      Date: 08/22/2024

      Hi *****,

      Thank you for reaching out with your concerns regarding ports being blocked. We want to clarify that we do not block any ports or filter traffic on our network. However, there might be some confusion related to our use of Carrier-Grade NAT (CGNAT) for IP address management.

      Port Blocking vs. CGNAT:

      Port Blocking:
        - This is a practice where specific network ports are restricted, preventing certain types of traffic from passing through. ISPs might block ports to secure their network or comply with regulations, but this is not a practice we engage in. Your connection is free of such restrictions, meaning that all ports are open and accessible from our end.

      Carrier-Grade NAT (CGNAT):
        - CGNAT is a method used by ISPs to extend the IPv4 address space. In essence, multiple customers share a single public IP address. While this approach helps manage the limited number of IPv4 addresses, it does mean that your device is assigned a private IP address, and outgoing connections appear to originate from a shared public IP.

      Impact of CGNAT:
          - Since you are behind CGNAT, unsolicited incoming connections cannot directly reach your device. This might resemble the effects of port blocking, but it is due to the shared IP address structure. For example, hosting services like game servers or CCTV monitoring that require incoming connections may not function as expected.

      Solution:
      If your use case requires a unique public IP address (for instance, hosting a server or accessing your network remotely), you would need to purchase a static IP. A static IP provides a dedicated public IP address, bypassing the limitations of CGNAT and allowing direct connections to your devices.

      Please let us know if you're interested in this option or if you have any further questions by emailing us at **********************************.

      Sincerely,
      The Team at BAI Connect


    BAI Connect is NOT a BBB Accredited Business.

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