If you have a promotion that includes a free month of service, that promotion will be applied to the first FULL month of service to ensure you receive the full value. You will only pay for the partial, pro-rated month on the 1st of the month after your installation.

Your monthly bill is due on the 1st of the month. We charge for monthly billing, plus any open balance at that time.

BAI Connect charges the credit card or e-check option you provided when you signed up or updated in the customer portal.

We accept MasterCard, Visa, American Express and Discover cards.

E-check withdraws directly from a bank account. You can set up e-check withdrawals in the customer portal.

Auto payment is required for residential service, we do not accept paper checks. 

We do not provide paper bills. However, you can view, download or print your invoices at any time from the online customer portal.  

A payment may be declined by the credit card company, even when you have successfully paid us via the card on file in prior months. The reason for the decline may not be clear on our end, only that it was not successful. If your card is declined, we send you an email communication to let you know that there was a problem with your payment. If no action is taken to provide a new card, you will receive non-payment communications regarding an open balance. Please log in to the customer portal to run a payment, provide a new card, or switch to e-check. 

Billing communications are sent to the email we have on file for your account. If you need to update your email with us, please reach out to sales@baiconnect.com.  

Billing communications sometimes go into a spam/junk folder. Search your inbox for email from billing@baiconnect.com. If that’s where our communications have gone, please take a moment to add this address as a safe sender via your email platform. For example, mark as “not spam” in gmail, or “never block sender’s domain” in outlook. 

BAI connect has a Refer a Neighbor program that will reward you with a free month of internet service for referring a friend or neighbor. More info here. 

You should receive your credit in 30-60 days, depending on the timing of the associated bill cycles. The credit is issued after the new customer pays their first bill. Therefore, you may not notice the reduction in your payment until the following bill cycle.  

Residential customers please call our sales team between the hours of 9am-6pm Pacific to cancel service. (Phone tree path: 2 for existing customer, 1 for residential, 1 for account changes) 

We can provide a payment plan for customers who need it, subject to review by our billing team. Our payment plan generally requires paying half of the outstanding balance now and making a plan for paying the rest of the outstanding balance thereafter. 

• Copyright infringement and abuse is strictly enforced as dictated by the Digital Millenium Copyright Act (DMCA) and your service is subject to termination for illegal activity.  
• If you receive a warning, please review the information provided regarding alleged copyright infringement or abuse activity, including the detail of the activity that was flagged, and attest that you will not continue the illegal activity. 
• Service will be suspended until you verify that you have received the notice and agree to abide by applicable laws. Instructions will be included in the email you receive.  
• Three notices will be provided. If you continue illegal activity, your service will be terminated and cannot be reinstated. 
• If you wish to dispute the activity, please email support@baiconnect.com for assistance. 

Invoice notifications and requests for payment include your account number and have been delivered via email. To find them, search for email from BAI Connect in your inbox and if needed, your spam/junk folder. Your customer ID is alphanumeric and begins with a C or P.
If you are unable to find it, can also call our support team for assistance.

Step 1: Login to portal

Step 2: Go to Reports > Invoice list

Step 3: Adjust dates to reflect the date range for the invoice(s) you are looking for, choose “all” for the invoice status and click refresh.

Step 4: To download as a PDF, click the eye to the left of your invoice number

Step 5: You can do what you like with the PDF- view it, print it, save it, etc.

If you are looking for an invoice from before September 2022, please request from our billing team (email billing@baiconnect.com)  

This means that either the Customer ID or email does not match the information in your account. Double-check the Customer ID. It is alphanumeric and starts with a C or a P.  The email for portal registration needs to be the same one we have on file for you; it is the address where you would have received service confirmations.

To change your email or inquire about your Customer ID, please reach out to customer support.

Please make sure you check your junk/spam folder for the reset email.

Also, the password reset will only be effective if you have registered for the payment portal in the past. If you have not yet registered, you should start the registration process instead.

Your account will already be set to charge the credit card you signed up for service with, as applicable. For most customers, this is around the first of the month.

You can change your payment method in the online portal.

Step 1: Log in to the portal

Step 2: Go to My Account > Manage Payment Methods

Step 3: If you want to pay by credit card, choose “Manage Cards” and click “Add New Card”

If you want to pay by bank account, toggle to “Manage Bank Accounts” and click “Add New Bank Account”

Step 4: To make the new payment method the default for autopay, simply click the box next to “Make default payment method”.

Ensure that you select the box next to “Make default payment method” where you enter your credit card or bank account information.