AJ swapped out my WiFi this morning. He was on time, courteous, knowledgeable, and thorough. I couldn't ask for better service. Thank you!

This is a terrible ISP and no one should give them their business. The #1 issue is that if you ever have a problem with your internet that requires anything more than merely restarting your modem you are going to be placed in technical support limbo for days, weeks, and maybe even months. As noted in other reviews, the way in which the customer service works is by transferring you to a representative that at best can only ask you to unplug your router and plug it back in again. If you have a more serious problem, then the best they can do is refer you to their mysterious "tier 2" team. They will tell you that your issue has been escalated and to expect a call back the same day or the following day. Currently, I have been waiting back to hear from this team for a month. I have called over and over again and I am unable to reach a single individual who can help me with my problem. This is a nightmare for someone who works at home and requires stable internet to do their job well. Reading other reviews and looking online demonstrates that this is a common enough problem that signing up for this service is a bad idea. If you are searching for an apartment and you find one that offers BAI connect, I encourage you to keep searching and to tell the apartment management that you will not be submitting an application because of the ISP they chose. Trust me, you do not want to be stuck in this hellish scenario of wasting hours of your time weeks on end to get no where. What you are paying for is just not worth it. I have been a customer of ATT and Spectrum, while both have their failings, I can at the very least say that I was able to get a hold of someone who could help me eventually. If your service works as intended, then great, but do not get fooled by reviews written in the best of circumstances. If one thing goes wrong you are going to suffer for it because they are either too lazy, incompetent, or just plain spiteful to help you get your issue resolved. Finally, if this review speaks to your own experience, please leave your own review on yelp and file a complaint with the FTC. They are defrauding their customers on the most basic level by denying them access to adequate customer support. Further, make your voice heard and force apartment buildings to seek better service providers. Avoid BAI connect at all costs. read more

BAI Connect took my condo building's business, then refused to upgrade us. My condo building got fiber internet installed with BAI Connect instead of one of the big companies like Frontier or AT&T when it was built. However, BAI only put in wires for 300/300 up and down even though it is fiber. When I moved in, I connected with BAI over email in hopes they would come resolve this. I offered them a commitment from our HOA/residents for a certain amount of signups and would have happily advertised their services to the residents over other options like spectrum. And to their credit, they were responsive at first. They even sent a tech to our building to assess. However, after this tech came, I never heard from them again. Months passed and no response, even after I followed up multiple times. My building is now taken hostage by BAI because other fiber companies won't route fiber to our building since they are here, but they won't give us gig speeds. This harms our building's value and our resident's internet experience and options. Spectrum charges us more money because they don't have any competition. I would be happy to and will change this review if someone from BAI explains to me why they can't bring us to the modern age of fiber internet. Until then I feel sad that our building is being taken advantage of. read more

BAI Connect - Internet Service Providers Near Me - Sherman Oaks, California

Jeff V installed my fiber internet today and he was fantastic!! Super friendly, professional, and clearly experienced--he was thorough and did a ton of troubleshooting to make sure the setup went smoothly. He even discovered a damaged wire in one of my walls and went above and beyond to get everything working through another cable port. He was incredibly patient while I shifted things around so he could reach the panel in my closet, and he also helped me update my SSID and password, which I really appreciated! Did a wifi speed test right after and it matched the target right off the bat! Highly recommend Bai Connect/Zentro--their value for the speeds totally beat out AT&T/Spectrum (not to mention headache-free!)--and I'm super happy with Jeff's excellent service! read more

Don't believe the reviews. BAI Connect is bar none the worst ISP I've encountered - far worse than XFinity, Spectrum, AT&T, Sonic, Frontier, etc. Their technical team does no have a direct contact, so you'll be forced to go through an endless loop of tier 1 service reps based in the Philippines who can do nothing to unblock your service issues. This company often contracts with apartment complexes and establishes a monopoly power in internet service such that they're able to offer such subpar services. This level of service is so shockingly poor that in my next apartment complex that I live in, I'll be sure to ask who their ISP is so that I can actively avoid becoming a repeat customer of BAI Connect. read more

Fine until you want to cancel your contract with them. The canceling process is literally PREDATORY! It's impossible, complicated, etc. They'll keep racking up your charges and come for you. DO NOT DO BUSINESS WITH THESE PEOPLE. read more

Agree with what others have said. Absolutely horrible service. It cannot be any worse. They can't do anything other than to tell you to unplug and plug back in. They put you on hold for a while saying they're trying something else. Then they tell you they're connecting you "engineering" that is working on your issue. Then you mysteriously get connected back to the initial answering service who knows nothing about your issue. They then say someone from engineering will call back within an hour max but likely much shorter. After two hours you call back and ask for callback and you then wait more hours. BAI/Bel Air Internet was very good--especially early on. This is horrible. We switched from Frontier because the were awful and for a while we were very happy. But since the merger with Zentro it's an absolute disaster. Do NOT sign up with them. read more

I work in IT and this is the worst I've seen a company operate. There is a minimum 40 minute wait when you call, they take a day to respond, they make you jump through as many hoops to solve an issue that could solved in the same 10 minutes on their end. It'll take minimum 4 days to schedule a technician. They decided to switch from PPPoE to Dynamic IP without notifying anyone. They force you through this process where you talk to support team, then WAIT one day for them to get back to you, then have a tier 1 technician reach out and provide you troubleshooting instructions, then WAIT another day before having tier 2 technician, BEFORE scheduling an in person technician. I've had two support people fail to properly schedule the proper time for a technician. In total, it's a WEEK without internet you're paying for just to have a technician come in and do their INITIAL inspection. Don't bother speaking to a supervisor, it's just a tier 1 technician and their policy and procedures is to not have others contact anyone higher. This is by far the worst ISP I have ever encountered. For those who are going through the same or similar issues, I strongly encourage you to file a complaint with the FCC (Federal Communications Commission). read more

Terrible service, outage lasting for days without an ETA on fixes. No word on credit reimbursement that all other carriers do when they have an outage. Their customer service is on par with spectrum too. Awful experience Edit: update 6/19, so I'm told that they will need to have a tech come out with still no availability when that will be...here's the kicker: I have to pay them $150 to fix an outage. Talk about rubbing salt in the wound, absurd. read more

Worst internet provider ever. If you use your own router they will take a week to activate it even if you're paying for internet. Why? Because the tech does not want to work by simply activating it on their end forcing you to buy their routers. read more

Hands down the worst customer service of any company I've dealt with in 45 years of paying attention. Pass the buck as fast as they could when my 88 yo mom had internet issues, they said it was her modem and we needed to call the company that installed it, IT WAS THEM! I actually got the name of the modem company and called them, they ran checks and said the modem was not the issue then had me plug the Ethernet directly to the tv and if said your internet isn't working? BAI DIDNT care. I asked them to send out a repair guy, we don't have any, I asked to speak with supervisor, girl said he just gonna tell you same thing. I called general office, they had no solution. Cancelled her service on the spot...worthless! read more

Sal, the technician was professional and quickly resolved the issue. He also kept me informed of when he was coming and what needed to be done. I really appreciated that. This review is only for Sal not for the customer service at BAI. read more

Been with them a few days. Tech that installed it was total Jerk. The service when working is fine but today on and off from midday to late night. So no TV nor work connection. Will switch to Spectrum as cannot take rinky dink bs from low level carriers. read more

Sal came to set up my internet the other day. He was courteous, on time, and professional. I also talked with Lem from sales who helped set my Internet up. He was also really great and followed through on everything he promised. Really great customer service all around and Internet is working with no complaints read more

No customer service. A week of pixillation, 4 escalation tickets to "tier 2" (the rabbit hole). Their on-hold music is selected to drive you nuts and hang up. The only appointment for a human tech turned out to be no call, no show. All the error codes indicate that there is no satellite connection. But, the tier 1 people are nice. read more

Our building had an upgrade on the network. Unfortunately it affected our indoor Ring cameras. I was on the phone with Ring and we were able to test out the Ring Cameras on a mobile hotspot and they worked perfectly fine. When we switched it to the new network, the cameras kept going offline. Ring said there were issues with the firewall and to call our internet provider. I called BAI on Wednesday and they said a Tier 2 technical support would need to call me back. I waited 24 hours and got nothing. So I called BAI again and they once again told me that they need to escalate to a Tier 2 technical support. Waited to the next day and still no call back. I've been calling every day and today would make it Day 5. Still no help. I'm currently on the phone and been placed on hold for the past 30 min with Ezer from a call center in the Philippines. And once again he says all he can do is escalate the call. How many escalating the call does one need to finally get assistance? I should have signed up with another company but since our building uses them, I thought why not. Worst decision ever. read more

If there was a 0-star option, that's exactly what BAI Connect deserves. My receiver stopped working on Monday, 12/8/25, and I called them multiple times every single day for FIVE days. Every call was nearly an hour, and still no one could activate the receiver. Today I finally got a call back from Ezro, only for him to tell me he couldn't help because he's a Tier 1 technician and only Tier 2 can fix it. After five days of nonstop calls, this is all they can offer? I was completely done at that point. I switched to Spectrum today--called at 12:30 PM, their technician arrived by 2 PM, installed everything, and it worked immediately. Now I'm on the phone with BAI Connect's accounting department, and after 30 minutes on hold, they still can't issue a refund or cancel my service. Absolutely terrible customer service from beginning to end. Do NOT use this company. read more

Do NOT use BAI. The worst Internet provider I ever had. My apartment building has a contract with them and they left us no choice but use BAI Connect. We did not have Internet for more than a week now and I spent hours calling to BAI every few hours. Imagine that stress? And when they connect me to their supervisor, he was very rude to me and said there is no way to connect me to anyone who can solve the issue and I HAVE TO wait for their team to contact me. Of course, nobody ever contacted me. I work online from home and this is a hell of a situation and I will do my best to let people around me know that they have to avoid BAI at all cost. read more

Andrew J. came in to install my Direct TV receiver . The installation was done fairly quickly . Andrew J. discovered that there is an issue with my account information. He did a great job finding answers to all questions and explained what needs to be done . Thank you , Andrew , very much ! read more

Awful customer service takes forever to get an agent and they are not responsive or proactive

I have literally never left a review for a business, but my experience with this company has been so awful I have to leave one for them. I've been forced to have BAI Internet for about a week due to my apartment complex contracting with them, and it's easily the worst ISP experience I've ever had. Already experienced multiple outages and currently haven't had internet for 2+ days with no end in sight. Get no answered from the tech support and no ETA when outages will be resolved. Would give them 0 stars if possible. Do not use this service. read more

truly the worst most inconsistent ISP i've ever had. Internet outages 1-4 times a month for days at a time with a helpless support team. Nightmare experience for this working from home. read more

BAI CONNECT has been very good at attending to concerns regarding cable television and satellite connection issues. One of their best agents is "HUGO" a very professional, intelligent, thoughtful and accurate agent for BAI CONNECT who is one of their best troubleshooters when it comes to fixing the unfixable. Thank you BAI CONNECT FOR HUGO he is just "TOP DRAWER". LILI G. read more

I moved into my new apartment and set up my internet with Johana M. She was very informative and answered every question I had. The set up was seamless. Johana said that if I needed anything, to just contact directly by email. Johana is fabulous' read more

Juan, is one of a kind. He went out of his way to help me troubleshoot my hard/lan line connection when it's been down for over 2 days. online tech support was basically useless. He fixed the issue under 30 mins while teaming with software knot team, while the online support reps that they hired offshore and remotely were unprofessional and clueless at their jobs. They didn't know the difference between a Wifi vs. Lan connection. Any ways despite, having limited time; he still step in to help a customer in need. Especially when me and my wife work 90% remotely and rely on high speed internet to perform our jobs. Thank you Juan, you deserve a standing ovation, and if I was your boss I would give you a raise and hire more hard working people like yourself. Thanks again David D. read more

SERVICE WAS AMAZING. Prompt on timing of appointment schedule. Service was thorough and well put together . Specifically for a first timer with direct tv . read more

The internal facing sales & tech team are great! Both Yusef & Mike helped me fix the issue of renaming my wifi & activating my account. Yusef also helped me with the issue of not receiving calls back flagged I left my name and number 3 days in a row. Would leave a 3/5 because the outsourced team just tells you they can tell someone else to call you back in 24 hours... read more

Have you noticed that this supposedly great tech guy "Sal" is mentioned in reviews from places like Los Angeles, Canada, middle America, among others. This guy has the superhuman ability to zip thru the skies and be in many places at the same time. I just moved to a place in LA that contracts with this horrible internet provider, and have had internet slowdowns constantly, like 4mbps, and they claim that it is my ipad, and when i told them that it shows the same speed on my laptop, they claim it is the firmware. Horrible, just horrible, and i do work from home. read more

Never did I imagine I'd be leaving a review for a Sherman Oaks ISP. I spent 4 hours on the phone with BAI between Thursday August 7 and Sunday August 10. They wanted us to lease equipment, and they were being passive aggressive over the fact that we opted to use our own router. They would not activate our home internet. They promised to send a tech out on Friday August 8. They promised a call back on Saturday August 9 from a level two support technician. They promised a call back on Thursday August 7. They never fulfilled any of the promises listed above. Their phone techs are not helpful. They do not escalate properly, they avoid "challenging" questions and will put you on hold in hopes that you hang up without leaving a 1 on their end of call survey. On Friday, Saturday, and Sunday I waited more than 40 minutes to speak with someone. I would never use BAI for a commercial or residential account. It took four days for them to activate our internet. Before you say I'm a Gen Z dinosaur idiot, I spent 3 years in IT ensuring a baseline point of internet connectivity for 1,200 people. So yeah BAI, when you blame my Netgear router (that's been used with Quantum Fiber and two other internet companies) I smell bullshit. IF YOU'RE ATTEMPTING TO BRING A ROUTER OR YOU WILL NEED IN PERSON INSTALLATION OR PHONE SUPPORT, AVOID BAI AT ALL COSTS read more

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The tech that came to my unit (Sal) was quick and efficient in sorting out any issues. Definitely made things easy and was helpful /understanding. read more

Juan Gaytan came out and helped me switch out my router. He was knowledgeable, helpful, and also brought a dummy switch out because the new router only has two ethernet ports. That was exactly what I needed. Thank you so much Juan. read more

Do not sign up with this company. Customer service is complete garbage. The technicians will put you on hold for hours, hang up on you and transfer you over and over again with no solution to the issue. They tried to sign me up for voip ip without my permission which is a fraudulent and illegal. read more

Sal helped us out today and was very efficient and friendly. He stayed to test our system and make sure everything worked properly. He also made sure to answer all of our questions and concerns thoroughly. He also took great care to help move back any furniture and clean up after he was done. Great experience! read more

Great internet service and customer service. I was able to get an installation appointment just a few days after signing up and Sal who installed it was great. He installed my internet quickly and smoothly. Strongly recommend! read more

Easy, quick, and kind service from Sal! Both download and upload speeds are working great. Customer service was great too in their flexibility in getting me a higher speed plan, as well as some cool promo deals. I highly recommend! read more

Juan Gaytan helped set up my internet service today, he was professional and super efficient. Thanks for the great service read more

Got my internet set up by Juan Gaytan from BAI Connect. Juan was communicative about his arrival and arrived on time. He was a true professional and made sure to answer all of my questions before he left. I felt like I made a good choice in internet providers thanks to Juan. Thanks again!! read more

Had to call to get an issue fixed. We talked to a local person who was extremely helpful but couldn't resolve so he scheduled a Technician. Sal Meza came out and was able to quickly identify and resolve our issue. Couldn't be happier about the support and resolution. read more

Service: A Quality: C Value: B I have had the service for almost a year and though its has been significantly slow, its has always been manageable. It was not until guests devices and VPN lag showed just how delayed it was. This prompted me to make a change. I decided to upgrade from the free (comped) service tier to the next level and replaced the router. The operator was apologetic and helpful in getting an install appointment in less than 24 hours. Andrea also followed up after the install. Classy. For the install, Sal arrived on time and was communicative. He took off his shoes and asked about personal masking (so appreciative!). He kept me updated with each step and verified all systems and devices were in sync. I will re-review after I give the new speed level and router a spin. read more

If I could give 0 stars I would. The worst company I have ever worked with. We were left no choice but to use BAI for due to our complex contracting with them for internet services. It has been 5 years now and I truly couldn't be more disappointed or frustrated. From frequent outages with no support, to customer service reps deliberately hanging up when a supervisor is requested, to blatant confusion and lack of competency- I wish I could be rid of them. Do yourself a favor and RUN!!!!! Far far away. read more