Direct Save Broadband 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
    2.6 stars
  • Customer Service
    2.7 stars
  • Speed
    2.6 stars
  • Reliability
    2.5 stars

Based on 100 customer ratings since 2018-07-19 (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.

362 Customer Reviews for Direct Save

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Reviewer Location Reviewing Date Ratings
Best I’ve ever had,very good very helpful very friendly and patient.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Pinchbeck, Spalding Direct Save  
Unreliable due to construction of house in new development. I think this seems to affect all providers in this neighbourhood.Have to reboot at least twice a day.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    1 star
Cambridge Direct Save  
I opted for 17 mb unlimited plan.dude on customer care. We guwrantee you 8 mb speed. I said " can you guarantee me atleast 4 mb. I am ok. He said. Confidently yes. I am watching movie on youtube . for 1 hour movie to finish it took 2 hrs.chexked my speed. Its 1-2 mbps ... Very poor service. Never go for. I paid 90 pounds for 1 month.. For wat...disappointment and frustrated..cancelled my direct debit.. Will not pay. A penny now...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ray Direct Save  
Never ever go with direct save broadband. These are bunch of thieves.
Initially i was told that engg needs to visit the site ... 24 hrs ago.. a sms - engg will not have to visit the site now.. i said ok... deduced 49 pounds.
Next installment will be in 7 days and you will not receive bill for 2 months. I said ok. Paid - 44 pounds.

I received bill for both months - 33 and 45 for 2 months... dont know why.

They always have a rubbish back up answer.
The contract is written as if you give 28 days prior notice , you can terminate the contract. Now they are saying you have to pay 60 £ for termination

Thank god i cancelled my direct debit. Now i will not pay them a single penny. Because there is no ethics in direct save. They alwaysdo whatever they want and speak rubbish. Not sure how they got the license to operate in UK market
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SHADEWELL Direct Save  
Moved to our new home and made sure we had sorted out the internet prior to moving in. 10 phone calls plus on hold 5-10 Mins at a time, no call backs and on Saturday no engineer available so not great service at all! Especially frustrating when your told they will set it up a day later to still having no net. Asked for refund
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Great Yarmouth Direct Save  
Signed up last month and already loving the service, had a problem with setting up the device and customer service instantly provided a solution, was on hold for no longer than 20 seconds and was done setting up within 5 mins.

over the moon with the savings im making was originally spending way too much for so little with Plusnet, glad im rid of them!
after reading the reviews of DST im glad to say i believe its the vocal minority, they saved me money and gave me a no nonsense service! reccomended!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Herefordshire 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
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
southampton Direct Save  
Proper customer service and technical support, you call up and speak to real people who listen and understand, NOT feckless offshore call centres! And their pricing is amongst the very best also! Highly recommend
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Buckinghamshire Direct Save  
been great at affordable price not had a single problem
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Portslade< Hove Direct Save  
Does drop out at times but think it’s the cheap router they provided, other than that really good company been with over a year now and haven’t had many problems compared to other companies in the past
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
West Sussex Direct Save  
Ok until you actually need to talk to someone in customer service, tried calling and emailing to close my account and so far no reply, call back.. just got the run around.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Teddington Direct Save  
Do.
Not.
Touch.
With.
A.
Ten.
Foot.
Bargepole.

They are lying, dishonest and incompetent.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Direct Save  
very good customer service haven't had any problems and very well price i have to say really happy with their helpful customer service
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Uxbridge Direct Save  
I have been a loyal BT customer for 25 years until I found out they had put by bill up 20% without informing me and wouldn’t give me a better deal unless I committed to an 18month contract. Moved to direct save on a recommendation and they have been marvellous, the customer service is fantastic and the phone and broadband are reliable, I had a problem connecting and they answered the call in under 2 minutes and sorted in 1 minute. They can’t do enough for you. Exceptional service.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Devon Direct Save  
Haven't set up the broadband yet so not sure about speeds but just felt like I had to say how lovely the customer service lady at the call centre was. So helpful and friendly!
  • Customer Service
    5 stars
Leamington Spa Direct Save  
So completely disappointed with this awful service! When fast fibre cam to our village, we decided, in March, to switch to their fast fibre broadband (we already had their standard package). Come August, we still hadn't recieved our new router, so we asked them again to change to the fast fibre - thinking it would be more simple and less hassle than just changing providers! After ringing on a weekly basis, having been paying for fast fibre, without the service, since August (they hadn't charged us in March for some reason?)we STILL haven't received our router. AVOID AT ALL COSTS!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincolnshire Direct Save  
Omg this is my big big mistake in my life !! I'm wtch direct save just for 3 weeks and all ready had lots problems my internet was stop working for 5 days before my internet was dropt all the time, but when I spoke witch customer service this staf was so rude and nasty I'm not English and this people was racist and ignorant to me .direct save was send me new router but again my internet dropt all the time and from yesterday till now I never had any internet .when I was spoke with customers service this was the worst experience in my life every one was so rude and said if I wanna cancel contract I need pay cancelation fee but I just don't understand I'm witch direct save just 26 days and all ready had lots problem when this is not my fold but direct save fold why I need pay fee if direct save cant do job propely. can any one can help me and tell me what I need to do because I really after rud and racist customer serive I don't wanna stay witch direct save but I don't wanna pay any fee because I don't feel if this is my fold this internet is nit woking all the time .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
newcastle Direct Save  
Great price and a terrific company!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Grimsby 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  
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
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Elgin Direct Save  
i joined this shambolic company{ if it is a company}in january 2017 ,stole £14 out of my account before connection day ,10 days after connection day stole £43 from my account ,tried contacting customer service with no answer .after days of trying to contact them i finaly spoke to a woman who's phone manner was appalling when i questioned the billing ,her answer was administration fees £1.50 per paper bill and letters of your connection day ,it mentions nothing about this when subscribing to these licensed burglars .i wished i had read the reviews about this scamming firm like the plague ,.i binned them as quick as i could tried charging me with breaking contract fee of £350 ,letters of threats with bailiff action also binned , i have been with SSE for 10months and have not one single problem in either billing or broadband service ,once again give direct save a wide berth not worth of any star rating
ackworth Direct Save  
I have had absolutly shocking and appawling service from this company. I can not stress enough how bad a service I have had from this company. When I signed up I was told I would pay a £50 connection fee, which I was fine with, and that I would not recieve a bill for another six weeks and that it would be at a reduced rate. I was then billed within 2 weeks of the sign up date not at a reduced rate and then again in the same month. So two unagreed payments and an unagreed amount. Also I was supposed to have my phone go live in 24 hours and my internet 5-7 days later. After a week my phone was not on and my internet was not put on until a further 10 days after. So I was billed not only unfairly but for a service I was not even recieving. I emailed the company to which I was treated absolutly disrespectfully and they tried to make it very difficult for me to resolve and they wouldnt take any responsibility. There were many emails passed to and fro and eventually I was refunded one months fee. Very very unfair.
Leicestershire Direct Save  
very pleased with the service. prices are good
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
dumfries Direct Save  
Very pleased with Direct Save. So nice to actually speak to a UK based human being when I get a problem: 1. Quite quickly 2. Who knows exactly what they're talking about! 3. I can actually understand them. Always ring back when they say they will. Am thinking of moving and want to take them with me!!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Stoke-on-Trent Direct Save  
I changed to Direct Save from TalkTalk about a year ago after years of dissatisfaction with TalkTalk. i think I chose them via MSE.com They are considerably cheaper for all telephone services, changeover was seamless, which was important as I am selfemployed & rely on broadband. Any queries are dealt with couteously & efficiently by a consultant I can understand. Recommend unreservedly.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Essex Direct Save  
Overall a very reliable service with staff who are kind, helpful and patient!!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Bedford Direct Save  
Service, speed and reliability a bargain at the price. Compares very favourably with more expensive deals offering faster speeds and not delivering them!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Dollar Direct Save  
Be very careful with these people.
I went thinking it was the cheapest only to find I can have Fiber broadband chaper! At 10+ times the speed.
When the hit and miss internet service fails - you can not get a response from them.
Then when they roll you over onto a new contract they add charges for additions (evening and w/end calls) you did not ask for and then when you terminate with them they charge you for Administration fees! of £19.50. Very Poor. Will not ever use again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Durham Direct Save  
I completed a contract on line but did not get the same contract. I was sent a router I said I didn't need. Paid far more than stated for the annual line rental (to be fair this may have gone up after waiting for connection so long) I haven't got the half price deal. I got charged £1.70 per month for paper statements I didn't want. Couldn't log into account on website. When I phoned I was told I needed to prove the contract signed regarding half price etc. Not too sure this review will send as connection is a bit hit and miss. Still cheep though!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Durham Direct Save  
There was a dispute, someone on the phone said they would read my email and get back to me. That was a lie. It was 7 weeks ago. All my attempts to discuss the matter are ignored. The customer service is worse than possibly imagineable. Their only action is to keep charging me more???
  • Satisfaction
    1 star
  • Customer Service
    1 star
Worcester Direct Save  
Very helpful and quick to respond.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Andover Direct Save  
After some delay with initial setup, good service.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Wrexham Direct Save  
I love directsave. Great customer services. I spoke to Nur who was a great help and sold me a great package
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
BATTERSEA Direct Save  
I am getting the same speed as I got from Plusnet at a fraction of the price ! !
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Bovey Tracey Direct Save  
Absolutely appalling company. No Internet for over three weeks now and no closer to a resolution. Queue times are horrendous to speak to customer service or support. When you do get through there is zero contrition, instead a chippy and conbative attitude. Unbelievable!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chelmsford Direct Save  
They steal from you even after your contract is over…

I used Direct Save back in my old property as at the time, it was the only provider that did a monthly rolling contract which suited the house share situation I was in. At the time of signing up, they told me over the phone that I can either send a letter to cancel the contract or just cancel my direct debit. All sounds great at this point, but straight away things go downhill. I receive the box thinking I'm pretty much set to go, but there was about a week of them faffing about on their end until we eventually got connection, even then it was slow speeds and decided to stop working several times a week for over two years (please note that the customer service has always been awful and I have never been satisfied after calling them).

At the end of my tenancy, I cancel my direct debit as originally advised thinking I have cancelled my contract (as they told me it would). About a month later I receive a phone call saying that I owe them money, which at this point I tell them that I cancelled my direct debit as instructed, and they didn't say anything more about it.

Over a year after that incident and hearing absolutely nothing from Direct Save (despite the fact that they have my telephone number), I receive a phone call from a 3rd party debt collection firm demanding that I pay them money to Direct Save. Unwillingly I paid the fine but am now trying to get a refund as I feel as though I was wrongly accused and am paying for their own mistakes.

Avoid this provider at all costs, you're better off having no internet than the crappy internet and worst possible service that they provide. They have caused much headaches for me over the past few years and I'm surprised they're still allowed to operate.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Woking Direct Save  
Since joining Direct Save on a 100mbps contract I’ve received on average 67mbps hardwired. Wireless is around 15-20mbps. When contacted I was told DirectSave weren’t to blame, there were no faults on the line and it was down to their supplier. Their supplier asked me to jump through hoops to prove that my connection speed was slow.
It was determined the router is not fast enough to cope with 100mbps. The only way I could get a better router from DirectSave was to upgrade to 300mbps or pay £79.99.
Wonderful. When my contract is up I’ll be swiftly moving on. The customer service and willingness to help around technical issues is let down greatly by their speeds.
  • Satisfaction
    2 stars
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    4 stars
Worcester Direct Save  
Two serious complaints addressed to a supervisor have never been answered
Customer service rating 0
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Bingley Direct Save  
I've been with Direct Save for my broadband for a while and twice now I have needed to call them with and issue. They answer the phone within a minute of dialling and have always phoned me back when they said they would. They have swiftly and efficiently solved the problem on both occasions. They are very polite, keep accurate records. They listen carefully and act honestly and reliably without fob-offs, misdirection or bull, explaining the reasoning behind their actions and instructions and admit it if the problem is down to themselves.
I am a very happy customer.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Cheshire Direct Save  
Just called them up to sound them out. Told myself that that I could not have the 17.95 deal as I am in a 'market a' area - but I could have them supply at double the price. I told them they dont advertise this in their marketing - not even on this site! She then did the usual cal centre staff trick of repeating what I have heard from her and then repeating and then repeating - I told her when ever I hear call centre staff repeating themselves I am sure they are telling me to go away based upon my experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
mid west wales Direct Save  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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