Direct Save Broadband Reviews

Waste of time have no phone or broadband nowand have to pay to get phone line back so cancelled

• Satisfaction
  1 star
• Speed
  1 star
• Reliability
  1 star

not a good start as I started 9 nov 2020 to date Direct Save have taken £63.75 for just standard broadband and the month not finished yet.
I had to contact them about the monies taken and why the bill is not clear.it appears they have taken money they should not have and have to wait for my refund.After requesting paperless bills was sent a bill .Customer service have been polite it is true you have to wait to get through to talk. I can say after leaving the post office Direct Save have provided me with better Internet connection but is early days to compare.I was concerned as my first month is not billed as a month because it started on the 9 November and instead of being billed to 9 December its only for the end of that month which I find bizarre normally doesn't matter when you start your billed monthly.
Also being charged to call customer service from your land line is a bit petty I have always been able to call customer service from the providers land line free and pointed this out as with all the problems listed above
Its up to Direct save to keep me as an ongoing customer some of the above needs to be addressed I do not agree that before your contract starts fees should be taken from your bank in my case my contract started 9 November 20 and was billed £44,80 October 20 before contract started

• Satisfaction
  3 stars
• Customer Service
  3 stars
• Speed
  4 stars
• Reliability
  4 stars

I have been with directsave for a year now with no problems at all and tonight had a call with kerry who was so nice and friendly and very helpful. My contract is now renewed with the best contract for me at a brilliant price. I would, and have recommended directsave to my family and friends.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

I have been a customer of Direct Save Telecom for a year now. I am writing this review whilst I have been waiting for over half an hour to speak to customer service (This is at 11am on a Tuesday morning - hardly peak time).

Over the course of the year, Direct Save's customer service has been slow and clumsy to discuss simple matters. Here are some of the things I encountered in my year as a customer

1) They have continually spelled my name wrong on correspondence, despite having asked four times to change my name (spelling of name is required to log in to account

2) As I came to the end of my contract, I was receiving a call every day for about two weeks from them trying to get me to renew my contract. This is despite having asked them three times to stop calling me.

3) They use this small written in clause to get you to buy into their 'annual discount club' for £8.95 when your contract is over. You're put into it when you join, and when your contract expires they start charging you for it. It's a completely useless scheme. This is buried in your contract so it's hard to notice

4) Your wait for customer service will always be incredibly long whenever you ring. I was told by one of their colleagues that this was due to them being a relatively new company, but I have seen little improvement in a year. You will typically wait over half an hour in off-peak times, worse if you call after 5pm or the weekend.

5) I gave DirectSave a bad review on here early into my contract. A representative asked me to call them to discuss it. I called them, waited over half an hour to speak to them. When I did get through, the representative did not know the nature of my complaint about having to wait so long for customer service.

Direct Save is cheap, but it is definitely not the fastest broadband out there for the price. You also get a very low standard of customer service.

UPDATE OCTOBER 2020
I called on 28th October to enquire why the amount of £85.95 had been taken out of my account on a date which wasn't when I had set up my direct debit. I waited twenty minutes to get through to an advisor who then put me on hold and disconnected my call. I called back up to wait another 15 minutes. The advisor I spoke to put me on hold for ten minutes while they tried to work out why I had been billed that amount.

I was then informed that 'because our payment systems had been down between July and September, money hadn't been taken out of your account correctly'. I asked why there were no invoices detailing this and they couldn't answer.

I also enquired as to why I was still being charged for their 'discount club' (£8.95 a month) when I had rung up twice to cancel it. I was told that it would be cancelled from now on.

I was also also told that the amount of £85.95 was incorrect by twenty pounds. I told them I would reclaim the direct debit until I was properly invoiced so I could see what I was paying for.

I am only with Direct Save because it is the only internet service provider I can get in my area that doesn't require a yearly contract ( I am in my current accommodation temporarily for work)

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

As all others saying, they keep charging me about the services I cancelled on their web site. The custom service told me that I have to tell them by phone which makes the website totally a trap. I insist that they should be responsible for the bill and the customer service start threatens me that they will charge me for another £20 as I should inform them 28 days before I want to quit. I do not want to waste time arguing with them so I still paid the bill. This is indeed an unpleasure experience.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  2 stars

I have cancelled my direct debit due to the fact I have tried to talk to someone about my contact only to be cut off every time. I have been unable to talk to someone and I've had enough of there service its bloody rubbish.

• Satisfaction
  1 star
• Customer Service
  1 star

I was sold fibre broadband, and told an engineer visit was required costing £60. The first available appointment was 2 weeks away (openreach timeframe). Almost 2 weeks passed and I hadn't heard anything, so I thought I would call up to check if it's still going ahead. I was told that my appointment had been cancelled because I can't get fibre in my area... Even though the sales advisor told me I could. It turns out the appointment was rejected ages ago and I was waiting for nothing, I received no communication from direct save. They offered nothing in the way of compensation and said it would take a further 2 weeks to get standard broadband connected. I cancelled my order and was told I would receive a refund for the £60. Another 2 weeks passed and I haven't received a refund. I called again today chasing my refund, the person was blunt and rude, often going silent for minutes at a time with no notice. The call took almost 15 minutes and when I asked why I wasn't refunded they said they are transferring to a new system and there was an error. Again they didn't contact me, were they hoping I forgot and let them have the money? They have all of my contact details, and I received emails and calls at the initial stage so they could sell me the product. Only after they charged my account did the communication stop. Hopefully my refund should be processed in the next couple of days. All in all they were useless.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Of all utilities I have used in my 40 years as a customer, Direct Line Telecom, have been the worst in every department. In many ways it was my own fault but how bad could a broadband provider be? Super bad! Not only was their provision of their contracted service poor, but the standard of their engineers, their customer communication and service were probably one of the lowest quality I have experienced in any sector.And I've bought a great deal of stuff in my time. Keep well clear of them.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

I've paid this Company over £200 for nothing,except excuses, hours of hanging on the phone and talking to me as if I was an idiot. I feel I've been mugged. Avoid like the plague.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Very poor internet provider, paying for 60mbps broadband - fibre to home and lucky to see over 10mbps.
Customer service has been equally as reliable as the service itself when needed.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

These guys are a joke! I'm in London for work, and my relocation company signed me up with Direct Save in my flat. The only reason they went with them was because there was no contract (was planned to only be here for 9 months, so the company didn't want to tie me ino a 1+ year contract with another company).

Service so far has been terrible! Firstly they sent the router to the wrong address, so i was without any broadband for the first month in my flat. I supposedly have fibre broadband, but my connection can drop out when i move rooms (i'm in a 1 bedroom flat, so i'm only moving about 20 feet further from the router!)
Suddenly last week the broadband stopped working completely. Apparently there was an unauthorised takeover request from someone other than the person (company) they have the account with?!? A week on and they still haven't reinstated it, and the communication has been terrible.

Definitely wouldn't recommend these guys, i have had no positive experience with them since Sept last year.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Avoid, avoid, avoid,. If you ever finally get through to customer service they are rude and unhelpful. Been with them less than 6 weeks and no end of trouble, stayed in for engineer, no show, finally got set up 7 weeks after I bought the service, connection was rubbish, speed less of 0.36, called 3 times, each call lasting nearly an hour and still no improvement. Their staff are rude and unhelpful, manager even worse. Please do not waste time or money signing up, you will have no end of trouble

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

This company used to have an 0800 number - not now. Customer service is terrible. Waited 20 minutes for answer. This was bad enough when 0800 number now have to pay to wait.

• Satisfaction
  5 stars
• Customer Service
  2 stars
• Speed
  3 stars
• Reliability
  5 stars

A totally revolting company.
Arrogant and rude customer service.
Extra charges layered on for things not asked for...... "it's in our t&c's"
Slow internet and unusable voice blamed on OpenReach.
I sincerely hope the company rots, and disappears. They are basically selling a junk service in my case (and they know it) - the customer is not getting anything resembling what they paid for.
For those changing from BT that may have fibre to the cabinet.... BT will take this and allocate to another customer so DST can only give you copper to the exchange - you will be tricked into having a marginal service.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Don't think even one star worth. Never known a this rubbish internet provider before. Placed my order on 29th November 2019 and still no sign of router or internet (pre wired and good working line). I was supposed to get it on 18th dec and when I call on 17 then said 3rd Jan and now another week or 2.
I would not recommend this company to any one and cant wait till the end of my contract.
Useless customer service who hasn't got a clue what they're talking. So if you're thinking of joining please don't, pay extra £or two and go somewhere else as it's not worth wasting your time and peace of mind

Direct Save suits me down to the ground!!

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

Frankly I’ve never known a more incompetent utilities provider in my life.

It’s been nearly 4 weeks since I placed my order for broadband (in a pre-wired building) and after being told that my order wouldn’t be processed for another 4 weeks, for no reason apparently, I kicked off and was asked to send “proof of address” which I did. After no reply for 4 days I called up and was told that someone had “forgot” to action this email so I after some time I got sent a router that obviously didn’t work. I had spoke to a customer service agent who advised everything would be sorted and surprise surprise the router didn’t work because after speaking to the technical team it “hadn’t been activated”. I was told this would happen within a few hours and yet here I am, none the wiser And none the closer to getting working broadband.

Honestly, if you can do so avoid this company like the plague, they are utterly, utterly useless. there’s a reason they’re cheaper than everyone else.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

An extremely unsatisfactory service from the onset. Constantly have to unplug the modem to get it to work. Speed is extremely slow. My devices work at other addresses but not home. Called customer service who were unable to help because there system was down..

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I wouldn’t be surprised if the good reviews are from staff that work for the company.
I would NOT recommend them to anybody, every call would take me 25 minutes to get through, the staff did not have a clue and were rude to me on many occasions.

I would stay well clear of this company!!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

Excellent service especially as I live in the country.. Never had any issues since I've been a customer..approx 3years..
Keep up the good work.. I have recommended friends to move to direct save and they too are very happy

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  4 stars
• Reliability
  5 stars

Not sure how to check Broadband speed to check real speed

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  2 stars
• Reliability
  3 stars

Poor customer service.been waiting five months for a call back.

• Satisfaction
  3 stars
• Customer Service
  1 star
• Speed
  5 stars
• Reliability
  2 stars

Very poor speeds. Pay for 300mbps and only get 100 - 150 max, dips to around 2mpbs in the peak hours.

• Satisfaction
  2 stars
• Customer Service
  3 stars
• Speed
  2 stars
• Reliability
  2 stars

My second time with direct serve at different properties and always consistently good service without the need to be tied in to a long term contract which is important as I move around with my work.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

response time in answering calls when phoning customer services is a JOKE. Expect to be left wait anywhere between 15 to 30 minutes listening to naff music. Other than this issue I cannot fault Direct Save.

• Satisfaction
  4 stars
• Customer Service
  1 star
• Speed
  5 stars
• Reliability
  5 stars

I only have regular broadband but I have never had a problem since joining Directsave 4 years ago

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

Never had any issues it has always done what I expected, better than my previous broadband supplier.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

Constantly slow and unreliable. Usually in the evenings so cannot even watch TV over IP. Their customer line closes at 8pm so cannot report it. Give them a call the next day, they say all is fine. Quite frequently I get speeds of 2Mbps over fiber. Isn't that insane? ADSL was faster than the service this company provides. They always blame something else but me and most of my neighbours experience the same so it is a constant disappointment. Unfortunately the only alternative is SeeTheLight who are exactly the same as this company. So new builds are stuck with this kind of monopoly, where you only have these Cardiff-based companies providing horrible customer service and awful QoS on broadband. Worth to mention is that within less than 2 years, my bill went up by £10 while the service remains shajt.

excellent value and customer service much better than so called bigger companies and much cheaper

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

Overall excellent. A little slower on top floor of a townhouse but not disruptive. Going into 3rd year now and not looking to change. All good so far

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  4 stars
• Reliability
  4 stars

Great service. Good, cheap broadband. Easy, comprehensive billing each month. Highly recommended compared with some of the much more expensive Internet providers.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

I would avoid this company, very unsatisfactory service and poor customer service skills + their service is always going down/slowing down.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Delighted to say, we're receiving 100% reliable broadband. So glad I transferred and saved money.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

Cheap provider. Router is of good quality however I live in a 4 bedroom house and reliable service further away from router can be hit or miss. The speed does slow below the 30mps I'm suppose to get especially after 5pm. Customer service was OK when I phoned with a problem it was sorted however I was kept on the phone for half an hour why the person tried to reset my broadband and get me back online.

• Satisfaction
  4 stars
• Customer Service
  4 stars
• Speed
  3 stars
• Reliability
  3 stars

My speed is usually around 32, thought I
was supposed to get 37, I am only about
75 metres from the street box.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  4 stars
• Reliability
  5 stars

Ok in terms of speed.Horrible experience with customer care.Very irritating explaining same thing to again and again to technical support.Barring one expert in technical support ,all others irritated me.Also termination team will go to any length ( on negative side) to keep the customer.One of them even used threatening terms which is not acceptable.Keep increasing their price and not very competitive in terms of pricing with new service providers.Almost went on to complain OfCom about their conduct and handling of the complaint.

• Satisfaction
  3 stars
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

The speed and reliability isn't as good as I had hoped but my area has poor reception and connection. Customer service is great, operators are polite and friendly, and still professional. Any problems or glitches have been dealt with speedily. Would recommend (just need to pick up my flat and move it to a better location)

• Satisfaction
  4 stars
• Customer Service
  5 stars
• Speed
  4 stars
• Reliability
  4 stars

Really pleased with Direct Save since moving over. The billing is simple and straight forward and much better value than all the bigger companies. Amazing value.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

Waste of time, its forever going off! I'm sick of it, they left me with no broad band for over a month, no phone for two weeks and I still had to pay for it, wouldn't recommend it to anyone.

• Satisfaction
  1 star
• Customer Service
  4 stars
• Speed
  1 star
• Reliability
  1 star

broadband goes off regularly for a minute or so every hour.

• Satisfaction
  3 stars
• Speed
  3 stars
• Reliability
  2 stars