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.

Overall Customer Ratings for Direct Save

  • Satisfaction
    2.5 stars
  • Speed
    2.3 stars
  • Reliability
    2.5 stars
  • Customer Service
    2.6 stars

Based on 491 customer ratings since 2010-03-30 (Show recent 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.

165 Customer Reviews for Direct Save

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Reviewer Location Reviewing Date Ratings
Service is rubbish.Plus they are vicious ,they instruct debt collectors rather than send a correct invoice.
Do`nt sign up you WILL regret it.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
SUTTON COLDFIELD Direct Save  
Short version, Don't touch em but if you do, read the small print and don't expect quality if you need service or help.

Had two contracts with these people, quit the first one early and was charged a fortune, yes I know I should have read the small print but the charges were many and sucked even more money away... The one that stands out is the charge of £40 for a none returned modem... Had I have had notification or similar I would have returned it and trying to get through to them and get a straight answer or someone to take action seems impossible...

Customer services don't exist, the staff seem ready to contradict you, so don't say Good Morning they may disagree on both counts. They will not answer email or back up their promises with paper or other actions.. They just dip into your account and take what they say you owe....

My other contract was terminated after the contract end, but they still managed to extract £19.50 for the transfer being done before the end of the 28 day notice period... Which I swear I didn't have to give.

The service on the domestic line was a joke too, every month the fibre seemed to switch down and I had to call the tech support who would fiddle with something or call a local engineer and within a day or so I was up and running but this happened repeatedly for over a year.

The tech people were helpful to be fair, but I would rather not have to speak to them if you know what I mean.

I have used BT, Sky and Talk Talk, all offer a more stable and superior setup and I have never been stung for switching or had to return a modem. Likewise service at my house at least has been smooth with the big players ... There are enough decent deals and short contracts out there with the big boys not to have to bother with the shop front companies like this.

  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
UK Direct Save  
The speed of the broadband is only momentary and not consistent. When you call the customer service, the speed seems to be good and then it goes in few days. And to get in touch with customer services is a joke, when you call them, the automated message says to press 3 for services, but it won't take you through and keep repeating the same message. And if you are lucky, it will direct your call to customer services once in a while and mind you in case if you get through sales department, they are rude and simply ask you to be patient and redial the option again!!. Once you are through to customer services, if they are busy or not interested in taking the call, they will ask for account number and simple cut the call to make it look like call disconnected on its own. Being in a new home, we are restricted with few bad options to live with. I need to complain to relevant authorities to sort these people out now. I am getting fed up of their services and arrogance.
  • Satisfaction
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
  • Customer Service
    2 stars
Milton keynes Direct Save  
was expecting poor service although I dont use customer services very often the times I have phoned them I have been connected pretty much instantly unlike other bigger companies where you are on hold for 45 mins etc, I have only good things to say, some of the complaints are unfounded for example waiting in for engineers who do not turn up, this is not DST this is BT Openreach who DST have no option but to use, Im guessing they probably mess other ISPs about to make them look bad
  • Satisfaction
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
  • Customer Service
    4 stars
Edinburgh Direct Save  
would never have used this company if i had been told about the hidden charge. only found out after the inital first payment was taken and direct debit set up and they helped themselves to the hidden charges. they had not sent the router out by the time the next bill was generated. avoid this company.
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
  • Customer Service
    1 star
birmingham Direct Save  
i have just had 4 days from hell with this companay after they tried to take over my BT phone and broadband without my permission.

came home from a weeks holiday to find a email from BT to say that another company wants to take over the services at my address which i did not know anything about.

have had to make phone calls to bt 3 times in 4 days as this company keeps putting in requests to take over the services and i have to get BT to stop this every time.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
carshalton Direct Save  
Disgusting! Dreadful company, don't know why they still exist, cheats and liars. Can never talk to anyone, internet connection.. rubbish, bills were almost double every month, told I could pay £60 to leave company or pay for a new router..£40 as existing router was old...they supplied the stupid thing so people.. please don't apply to this company.
Berkeley Direct Save  
I have no idea why this company is still allowed to trade... Never get a bill for the amount the contract is for, extra charges added on, charged for minutes on landline despite paying for free minutes, is this company a prank on society or something? No one wants to talk to you, they send you rubbish hardware that constantly disconnects.

For a broker they are terrible.. People need to know they are not actually a provider, they just sign you up with Vodafone (i found this out later) and sell you a £25 a month contract for £35, and more... In the end i had to leave and go directly to vodafone as they were not the problem. I'm still receiving threatening letters, but i refuse to pay it. Wasnt fit for purpose.

Avoid if you don't like rogue salesmen..God help the pensioners these people have savaged financially..
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Coventry Direct Save  
I am disgusted beyond belief at this incredibly rude and arrogant firm of sheisters. They speak to you like you are stuck to the bottom of their shoe. They interrupt constantly. They lie to get you off the phone. I have been conned and I am taking the matter to the person in charge of them. I told them I would never recommend them to anyone and I mean it. DO Not use them!!!!!!
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Cardiff Direct Save  
AVOID AVOID !!!They took out £180 of our account without any warning Still in dispute with them They then terminated our line without any warning- Turns out bt engineer fixed the fault on the telegraph pole They passed on charge even though outside our property Shocking slow speeds- continuous dropping line Customer service beyond RUDE -They don't care Zero communicate !!Unbelievably poor /no service
AVOID AVOID ALL ALL COSTS
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Manchester Direct Save  
Awful awful awful!! I've just cancelled my direct debit with these and signed up to plusnet because after months and months of me emailing them and requesting call-backs (which they ignored 99% of the time) seeing as they don't provide a contact number anywhere it would seem, I've had no choice. I've had absolutely shockingly low speeds on my line and that's when it was actually working, which most of the time, if wasn't. They have done nothing but fob me off with excuses and are extremely rude when dealing with them over the phone. Paying £22 every month for no reason whatsoever, I finally had enough. I'm still in contract until December but they won't be getting another penny from me!! Cannot stress this enough - AVOID THIS COMPANY!!!!
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
  • Customer Service
    1 star
Shepshed Direct Save  
I left Talktalk early 2016 to join dst after 18 month of dissatisfaction with the corrupt talktalk. I'm now on cheaper broadband and better speeds with dst.After a couple of issues with dst in the early days, everything got resolved without problem.
b/b speeds, customer service and price are far better than talktalk. I'm happy.
  • Satisfaction
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
  • Customer Service
    5 stars
Northumberland Direct Save  
Can't emphasise enough how much hassle this shambles of a company caused me.

They persuaded me to go for a slower internet speed as I explained that I needed my broadband set up as soon as possible, to which they predicted it would be 10 days. 28 days passed before one of them bothered replying to any of my communications to which they fobbed me off and told me that they were 'waiting on engineers.' a month after that communication I finally get told that an engineer is coming to my property (so at this point I have waited 2 months) and the engineer doesn't even turn up, so that's one day I had to take off work wasted.

At this point I am sick of the company so email them that I am cancelling my account. The next day I get an email billing me for the 2 months that I have had no service and telling me that a router has been sent to my property. I decide that this is the company acknowledging that I have been forgotten about and that they are sorting my problem, so I call them to ask why I have been billed for time that I have not had internet and they apologise, tell me that they will give me the money back and that my internet will be up and running when my router arrives.

Any customer of Direct Save will not be surprised to find out that I didn't get the money back and that when I plugged the router in it didn't work. I call up again and ask what has happened and after 45 minutes on the phone of the 'technical expert' insisting that I am plugging the router in to the wrong socket(?) she realises that maybe this has something to do with the fact that the engineers never turned up the previous month (I told her this 45 minutes previously). So she apologises and books for the engineer to come the following week.

Shocker - the engineers don't turn up again and when I call up to ask why, the girl at the other end of the phone tells me that they were never booked to come. I ask if she can just book me an appointment with the engineers as soon as possible and she tells me there will be a delay because the engineers need to assess my property before they can arrange an appointment, even though this is apparently what created the initial 2 month delay.

At this point it is nearly Christmas and I have gone so long without internet in my property I decide to just wait until the New Year to see if anything happens. 4 months after the initial enquiry and I am no closer to getting internet than I ever was. So I call up the bank to get back all of the money that I had given them (bare in mind I'd been charged for these 4 months) and to cancel my direct debit. Well shockingly I get a phonecall the next morning from them telling me that I need to pay them back all the money or they won't do anything more. I tell them that they haven't done anything yet and they won't get a penny from me until they do. Well with 2 stubborn parties unable to agree on how to proceed from there unsurprisingly my contract got cancelled.

The next day I went with BT (who were only £2 a month more expensive) and 2 weeks later my internet is sorted.

Avoid Direct Save.
  • Satisfaction
    1 star
  • Speed
    1 star
Warwick Direct Save  
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  

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