Direct Save Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Direct Save.

Recent Customer Ratings for Direct Save

  • Satisfaction
    2.2 stars
  • Speed
    2.1 stars
  • Reliability
    2.2 stars
  • Customer Service
    2.3 stars

Based on 219 customer ratings since 2016-03-31 (Show all time ratings)

Visit Direct Save   Read our Direct Save buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

152 Customer Reviews for Direct Save

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Reviewer Location Reviewing Date Ratings
Appalling company, takes 3 months to reply to emails. I decided to switch to BT, whom I'd sworn I'd never use again, but anything was better than DirectSave. On two separate occasions DirectSave refused BT engineers access to my line to prepare for the transfer and in each case I had to place a new order with BT. Eventually BT installed another line, at no cost to me. Although I had told DirectSave when I planned to stop using their service, they didn't even notice that I'd done so, but phoned my mobile to inform me that they would stop the service unless I reinstated the direct debit. When I told them to go ahead because I wasn't using it anyway, they sent me a huge invoice including £30 for the router. I sent this back, taking the precaution of doing so by what used to be called Registered Post but have had no acknowledgement. Not have I received another invoice minus that charge. The service is a total shambles, I suspect it's cheap because they deliberately economise on staff, which is why the service is so poor. AVOID THIS ONE LIKE THE PLAGUE!
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Hurworth, Darlington, Co. Durham Direct Save  
This is the worst broadband & telephone & customer service I have ever had I have had so many issues with this company for different reasons. I wouldn't recommend them to my enemy as they would recieve the message as the broadband services are slow. Maximum 80mb for about £46 per month. It is a second rate service from a second rate company.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Bedfordshire Direct Save  
i can only echo the numerous points below. avoid...not worth slightly cheaper rates
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
London Direct Save  
Hands down, the worst company I have EVER had the misfortune of dealing with.

All I can give you lovely people is some tips so as you don't get caught out by these morally banktrupt salesmen.

1) they typically sign you up with Vodafone - Go direct, they usually accept poor credit history and you'll get the contract cheaper than going through DST - And without the hassle! It's amazing when you get a bill and it's actually for the amount agreed!

2) Record ALL your calls with them, they constantly change their story and will pass you around like a joint in a hippy session.

3) Send the "Free" router back, or you'll get charged at the end (the sheer cheek!)

People, please put your trust in me when I say AVOID this company. It's not worth the stress in the long run.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Warwickshire Direct Save  
Appalling service from DST. Internet not working for a month now! And logged 3 calls with no call back from an engineer. Rude and arrogant customer service ... one of which disconnected the call when she heard my frustrations!

Pity I've only just read all the terrible reviews about DST as I would have never signed up in the first place.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Crystal Palace Direct Save  
In 2007 I took them to court and won a judgement against them. They kept over charging me and would not resolve the situation. The customer service I received was appalling. Trading Standards said they could not help so I resolved it myself.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
  • Customer Service
    2 stars
Scotland Direct Save  
AVOID AVOID AVOID
Clearly the 2 or 3 positive reports are bogus.
We've experience a very poor internet service. Drops several times a day, as an ebay seller its almost impossible to upload photos etc - this is reminiscent of dial up which is staggering in 2017.
If you want slow internet that drops all the time and is almost unusable then this is the company for you.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
southampton Direct Save  
Zero stars.

They took money out of my account without authorization. (worth more than the entire value of my contract with them!!)

They lied on the timing when they sold me the product.

Had to go to the ombudsman to get my money back.

Horrible, money grabbing company - amoral, unethical thieves.
London Direct Save  
I made cancellation on last October in 2016, but Direct Save still charge 35 pounds so far.. I told 4 times already about my cancellation. I'm exhausted..
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Newcastle Direct Save  
Have been with them for more than 8 years now and they have always been helpful and so far have been able to provide excellent service to our house.
  • Satisfaction
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
  • Customer Service
    5 stars
Leatherhead Direct Save  
Direct Save should be avoided (and ideally stopped from trading!) They cheat & mislead the customer into paying far more than for any of the supposedly more expensive providers (e.g. £54 charge for not returning the router which never worked and they didn't ask for the return of!). Also the contract defaults to a far more expensive one at the end of the initial period, but they don't tell you when this is about to happen, or when it HAS happened! Don't bother to complain either - "customer service" consists of a gang of rude oiks who will pretend not to understand their own language before helping.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
  • Customer Service
    3 stars
Aycliffe Direct Save  
Terrible services, and really disoriented and unhelpful customer service! My internet drops once a day every day for about an hour, and customer service told me that this is very normal and I should only call them for help if it starts dropping more than 2-3 times a day. Speed is also not very good, and I am surprised they ask for that much money for their service... An advice to people checking it out: just go to another provider.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Edinburgh Direct Save  
Terrible customer service, they may be slightly cheaper, but they tie into their contacts and leaving fees without full explanation. Avoid at all costs.
  • Satisfaction
    1 star
  • Reliability
    1 star
North Wales Direct Save  
The worst utility provider ever experienced in my lifetime. Four times wrongly billed and then cut off for reclaiming a debit. They suggested I leave without penalty and fortunately I insisted this in writing. When I left they sent a bill for £234 for breaking contract
then another for a different amount with threat of Court Action. I got in touch with Ombudsman Service who investigated and agreed that Direct Save actually owed money to me. They ensured that this was returned plus a £65.00 Goodwill Payment and a statement that said they had been told to apologise. Not a very convincing apology. Avoid this company at all costs. They should have their license revoked and should not be allowed to trade.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Chelmsford Direct Save  
The customer service when you actually reach an engineer is pretty helpful, just don't call after 8pm or you get a a promise of a callback that never materialises.

The broadband itself is an absolute omnishambles, 5 times in the space of 2 months myself and my family have had to call because something in their system keeps slowing the Internet down to under 1mb/s each time they say it's fixed only to happen again a couple weeks later.
  • Speed
    3 stars
Northumberland Direct Save  
The first two years were good! But now these scam artists are raiding my bank account for random payment's! I paid for a year up front and they took monthly payments too!!!!! I emailed the owner and it was (kind of) dealt with. And these gangsters started taking random payments again!

I will change 'providers' as soon as I can!!!

AVOID AT ALL COSTS!
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
  • Customer Service
    1 star
LONDON Direct Save  
if there was zero or minus rating for this company then that is what they would get from me , i joined this diabolical provider in august last year, within 10 days of going live ,they took £ 14-00 from my account ,when i questioned this ,they said it was for line rental and calls over the 10 day period ,so like a fool i accepted it , then i was billed £37.97 for the whole of august with a paper bill costing £1.50,i didn't ask for a paper bill but an online bill when i joined .i phoned them which took 40 mins to answer ,asked why my bill was so high ,they said its usage ,i supplied them with a new email address to send future bills , but i cancelled my direct debit as i thought they were ripping me off ,all future bills were paper bills ,eventually my service was cut . i paid them in full £ 133.92 with a promise to be reconnected within 5 days .this took one month from paying , after many calls as to why its taking so long they blamed it on bt openreach ,which is an utter lie ,they have now sent a bill for £ 144.45 this is how it reads early termination fee january-june £90.00 admin fee £ 19.50 unreturned wireless router £29.13 + vat£ 5.63 total due £ 144.45 { i joiend them in august 2016 not june} i have since had 2 bills one for november and december i was cut off for the whole of december ,i could go on and on about their over priced call charges , and not forgetting the discount card which was never sent , avoid these criminals at all costs ,you will be ripped off, as i was ,their line spped is only 1.45mb as slow as dail up the router is something from a bygone age with 2 aerials at the back ,and in my opinion they need investigating for fraud and to be shut down
west yorkshire Direct Save  
Terrible service from broad band to customer service can get a call back cant cancel currently communicating through the ombudsman as it's so bad complained to CEO many times DO NOT USE THEM PLEASE
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Hailsham Direct Save  
Abysmal rude customer service. Check terms & conditions as they will charge £20 when you leave even when out of contract & £35 for the router they provide even though it's faulty.
Look else where as this company are very much amateurs!
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    2 stars
UK Direct Save  
Like so many other reviewers on this site, my experience with Directsave Telecom has been utterly appalling.

When I decided to switch to another provider, I initially made the mistake of not giving 28 days notice, for which they charged £54.45 "admin fee" and router charge. As soon as I realised this, I used the new provider's cooling off period to cancel the switch, checking very carefully and repeatedly with Directsave that if I did this they would not take this charge. Their employee checked with the manager, confirmed that the charge would not be taken, and emailed confirmation.

Shortly afterwards the £54.45 was deducted from my account by direct debit.

Following multiple attempts to contact DST by phone, which were either unsuccessful or resulted in pointless conversations with people who knew nothing about my account, I cancelled the direct debit and gave 28 days notice to leave.

Since then (this was in November 2016) they have been sending me bills with the £54.45 still included, have demanded rudely that I send the router back, despite there being no mention of sending the router back anywhere in their Ts & Cs, and have billed me for service for the whole of November and December despite the fact that I left them in mid-November. In their latest bill they appear to threaten me with court action.

So ... like many others, my advice is DO NOT EVER, EVER THINK OF USING DIRECTSAVE - GO ANYWHERE ELSE.

By the way, I am now paying much less for 52 MB fibre than I was for 4MB with DirectSave.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Gloucestershire Direct Save  
Do not use this company. I have been with them for 18 months. They are trying to charge me £ 130 for engineer. Told me to buy my own router.... Still doesn't work. They are terrible, we still have no wifi!!! 18months later DO NoT USEever!!!!
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Darwen Direct Save  
I transferred to Direct save because Talktalk could not resolve problems with the phone line And when i applied to direct save i was told it would be a lot cheaper so far in five months they are trying to charge me £345 pounds they say i had engineer visits which i did not whe i questioned them about these visit and ask where are the job sheets which i would have signed for these visits i was to the don't operate that way so in fact the can bill you without any proof that the visit occurred i have told them thatb i am not prepared to pay for visits i have not had but i am told that the bill still stands i have been disconnected for 3 months now and they are still charging me for connection those of you who say direct save are tops must be the lucky ones i am not DirectSave do not live up to customers service that they promise the are slow if not at all to return a call the do not follow up on complaints they don't answer emails or letters that are sent but are quick to send court proceeding letters if you query bills that you dispute. Over all this provider can charge you what they like and expect you to pay with out question.
  • Satisfaction
    1 star
Garsfield Gardens Direct Save  
The initial experience of the company was ok - probably similar to other providers if expensive.

Upon leaving to move to another provider I was hit with charges for things I didn't order, exit fees and ultimately a Notice of Court Action despite the fact I was dealing directly with the operations manager (Lewis) who didn't resolve the issue and had no interest in resolving whatsoever.

When I complained again all I received was a very abrupt e-mail and no care at all whether I posted in Trust Pilot or not!

Unbelievable - avoid at all costs!!
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
  • Customer Service
    3 stars
Elgin Direct Save  
My Broadband speed has dropped significantly .... the down load is now around 0.25
Stourbridge Direct Save  
After being let down with talktalk not fulfilling their promise i tuned to directsave. i have been with them 4 month and to be honest i dont get a great speed (9mbps) but at-least it was up on t/talks at a fraction of the cost...Lets hear the good for directsave.
  • Satisfaction
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
  • Customer Service
    5 stars
northeast Direct Save  
Been with Direct Save for the best 3 years. No problems what so ever, all these people complaining is not true, there is nothing wrong with the service!
  • Satisfaction
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
  • Customer Service
    5 stars
London Direct Save  
we had to install a temporary phone line during a renovation project, the rolling phone contract was perfect up and running on the same day as I ordered it
  • Satisfaction
    5 stars
  • Speed
    5 stars
north yorkshire Direct Save  
Truly awful customer service.This company should not be allowed to operate. They renegade on all verbal agreements and charges. They take monies from your direct debit that bear no relation to the prices quoted. They never return your calls. They blatantly lie to you and are so rude. When you ask them for proof of the extra costs they add to your account they put the phone down on you! DO NOT DEAL WITH THEM AS THEY ARE TOTALLY UNTRUSTWORTHY.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Carmarthen Direct Save  
Direct Save got their billing wrong throughout the term of the contract then they deducted more than £300 from our account via Direct Debit even though the amount was in dispute. They said they would refund it but they didn't. We are now awaiting the end of the 8 week period before going to the ombudsman
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
  • Customer Service
    3 stars
Chorley Direct Save  
Bad service in fact no service at all.no engineer .no call back.no email response .
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Bedford Direct Save  
Absolute load of rubbish. Stuck in a contract for another 6 months yet. Last 12 months have been hell. Internet that goes off for up to 48 hours at a time. Constantly losing connection.slow speed.when it does work it's poor at best. Customer services palm you off with restarting router every time this is a temporary fix as it just goes again within the hour. Router constantly flashing! They say the light stays solid when a good signal is made but never had that yet. Can't wait to be rid of this awful provider and go with someone else. Would pay more for reliable Internet as we use it for work and home life. Don't waste your time even phoning these guys they set you up super quick and call you a lot in first few days to ensure all is well.....so you think they are a good company.... false sense of security believe me it's all been down hill since then.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Seaford Direct Save  
Poor Customer Experience so far. Took a chance having read poor reviews as Cheap. Phone activated within 3 days,
Router arrived after 7 days. Not responded to request for Broadband Activation Date. Lack of overall Communication, Billed me an unexpected additional charge. Not Answering EMails. Think may have made mistake, neighbour doing much better with Sky. Ray
  • Satisfaction
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Southampton Direct Save  
This company should not be allowed to operate and Of-com sitting back doing nothing. Their customer service is below poor, they never respond to any email and they cannot be trusted as they do not deliver what they say they would. I have suffered a great deal of stress trying to talk to a manager who seemed to be always unavailable
  • Speed
    1 star
Direct Save  
Signed up in September,no engineer canturned to install line twice,have spent considerable on phone explaining problem,some of the staff are rude,was assured somebody would ring me back on both occasions,nobody did,have paid for installation ,monthly bill,even though I have no phone line,they said money would be credited,hasn't been yet,can't recommend this company
rowlands gill Direct Save  
I have been with DST for many years and only had a couple of minor broadband issues which were resolved quickly and professionally. So I was a bit bemused when reading the poor reviews initially"........but recently I had to call technical support and the usual competent technical.person appears to have been replaced with someone from the "turn it off and on again" team. Also I wanted to upgrade to fibre but the Sales team don't handle that and said I should contact customer services but refused to transfer me. I now know why.........I spent 15 mins every day for 6 days trying to contact them without any success. I resorted to requesting a callback. Five days later I got an email saying I should call them!!! WTF something has changed this year and not in a good way.
  • Satisfaction
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
  • Customer Service
    3 stars
Wisbech Direct Save  
I have never experienced such dishonesty in my life. I tried to get a temporary broadband connection which never materialised. I have e-mailed and written to cancel my agreement with Direct save but they do not acknowledge anything I have sent them and they continue to bill me.
le soulie Direct Save  
After 9 months and 3 complains about broadband speed I was told by somebody from customer servoses thay would cancel 12 month deal and for me to find another surplyer so having paid land line up front I have asked for rebait on service I have not received to make things worse if had phone call today asking y I'm leaving them having had request off new supplier to take over line .having been in business for 28 yrs I'm sure if I treated my customers like direct save I would have not lasted as long I would not recommend this company to anybody as customer care and complains department not botherd .did try to find out who owns company but no luck so obvious thay take our money and run after giving us all the lies thay can blaming everyone but their company Yours unhappily GRAHAM KEIGHTLEY
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Belbroughton Direct Save  
Two serious complaints addressed to a supervisor have never been answered
Customer service rating 0
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bingley Direct Save  
Having read all of the poor reviews left about this company. I can only say that words cannot express what a disgustingly poor service Direct save provide ( having experienced it myself)and I am astounded that the regulator allows them licence to continue trading. They should be investigated for fraud and shut down!
Be warned.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Chelmsford Direct Save  
I wish I had read reviews of this company before signing up but sadly I didn't. I admit the headline pricing pulled me in but as the saying goes "you get what you pay for" or less in the case of Direct Save. The staff's technical skills are poor at best, the broadband speeds we were promised were no where near what we got (we even spent money on a brand new 3.5GHz 2TB laptop thinking it was the old one that was the problem). Anyway, took what I thought was a 12mnth contract to start when we moved to our new property (requesting new number and standard BB)2 mnths after moving in we were still without service (but being debited!!)and when I contacted them they blamed numerous factors - including the people who had previously owned the house!! Eventually this got sorted but they said we couldn't have a new number - so initially kept getting calls for previous occupants. Over the last year BB speed appalling most of the time with frequent drop out. So, made the mistake of calling them to request a new line installation and upgrade to fibre. That initial call was in August 16 and as of 4 Nov 16 it has still not been installed even though I was charged back in September. Numerous failed engineer appointments (again DST staff failing to take responsibility) So, should have had new line 13th October - 2nd appt. Engineer never turned up (BT Openreach have confirmed the work request was not completed correctly by DST!!) Instead of a new line, DST disconnected the old one, have been without internet or phone since 13th. Staff (with one exception) are appalling, rude bordering on aggressive and without the slightest empathy towards their customers. Unlike others I have, after losing patience (lot more to the story!!) managed to cancel the contract - as they had clearly broken their contractual obligations. Waiting for various refunds and have in the meantime cancelled my DD.
My advice is please avoid this company, its true all providers have tech issues now and then - its HOW their staff deal with it that matters, DST staff really need some intense training in customer service (oh and technical know how!!) If you want a 5 star holiday, you don't expect to pay 2 star prices and its the same here!!
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
  • Customer Service
    1 star
West Yorkshire Direct Save  

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