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
    2.8 stars
  • Customer Service
    3.2 stars
  • Speed
    2.8 stars
  • Reliability
    3.1 stars

Based on 100 customer ratings since 2019-11-27 (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.

429 Customer Reviews for Direct Save

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Reviewer Location Reviewing Date Ratings
Had prob broadband had engineer out sorted it.half hour after back to normal had 2nd engineer out took 3hrs to sort it both occasions told won't have to pay 31st October got hit with with 335 pound bill got in touch with direct save not got to pay first bill got to pay 2nd said no problem I thought happy Christmas waste of time have to go on the streets begging for Christmas thanks direct save they are like crocodile keep well away cancelling contract aprill
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Stoke 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  
Do not go anywhere near. They lie steal and rob you at every opportunity. I have been overcharged given false information and even been entered into another contract that I no anything about. Talking to Trading Standards on how to deal with it all
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stourbridge Direct Save  
My Broadband speed has dropped significantly .... the down load is now around 0.25
Stourbridge Direct Save  
Recently moved house. What really matters is when problems occur they are dealt with quickly. An 0800 number and getting through in a few seconds matters. Helpful staff sorted out issues quickly and efficiently when I needed to configure my own router. Very cost effective compared with TalkTalk. Try dealing with issues with TalkTalkcan take ages on the phone. No comparison.

Speed excellent. However, I am now nearer an exchange. 10Mb/sec compared to 2Mb/sec.
STROUD Direct Save  
No problem with any of their broadband provision. Initial config was easy, support is excellent, never knowingly experienced contention, can't remember service dropping.

Not happy with the phone/broadband pricing deal though.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Suffolk Direct Save  
I have been with Direct Save for over two years and in that time have only had cause to ring them with queries not complaints. Their charges are reasonable and I have no reason to complain. They provide an excellent service. On the rare occasion I have had to contact them, whichever representative I have spoken to in their Customer Service team has gone out of their way, when necessary, to resolve my query. I can honestly say I consider their Customer Service to be second to none. They have a good choice of packages and it makes no difference whether you are on a basic package or on their most expensive ones for customers who have the latest technological equipment all customers are treated equally. I have no hesitation in recommending Direct Save to anyone who is looking to change their Broadband provider.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Sutton Bridge, Lincolnshire Direct Save  
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
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SUTTON COLDFIELD Direct Save  
Joined in May,bills bigger than expected.Just had 13 days without internet.Endless time on the `phone.£439-45 to leave.Don`t be fooled keep away.
Sutton Coldfield Direct Save  
Terrible terrible company, the worst of the worst. They really are the bottom of the barrel - whatever you do, do not use them. Anything they tell you about their prices, connection dates and level of service is a complete and utter lie. They reel you in with tempting offers but in reality they have limited ability to even connect you to broadband or phone services. When you have a problem (when, not if, it's guaranteed that you will) you'll have to spend 20 mins plus just to get through to "customer services" and then you'll be fobbed off each time you call - they really don't care at all and they lie fluently. Then try calling their sales team - instant answer. They want to reel you in with lies and tempting offers but when they mess up your connection date for months on end they just don't want to deal with you. Don't make the mistake of thinking that they're just like any other firm, they're not - they're a new breed of vulture corporation, only interested in signing up new customers and with no interest (not even a passing interest) in actually looking after you and providing a service. No matter how cheap they look compared to the others, don't be fooled. All I wanted was some more phone lines with broadband and I've been a customer over 6 years - but they just don't have the slightest interest in doing anything other than billing me. No lines, no broadband, 30 minute wait to get the daily excuse, endless frustration.

Remember - under no circumstances sign up with these people. They are the lowest of the low. They make BT look good.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SY8 4AW Direct Save  
I have been with Direct Save Telecom at 3 recent addresses and have found them to be most helpful and resposive to my requirements.I have recommended friends who have also joined them and been very happy. Price and customer service is good Consequently I have no reason to switch!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Taunton 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  
Good service 72 mbps broadband and very competitively priced.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Teeside Direct Save  
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
telford Direct Save  
I have not had problems with my broadband but whenever I have had a query the staff have been really helpful
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Thirsk, North Yorkshire Direct Save  
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
Tockwith Direct Save  
So far so good but after a year, 30% increase?? And without warning or explanation?? That is insane. I'm about to terminate my contract...
It's abuse!!!
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Tooting - London Direct Save  
We are extremely pleased with Direct Save. If we have had a query or problem they have solved it very quickly and efficiently. Keep up the great service.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Truro Direct Save  
I have had no problems with Direct Save. They were very helpful when I changed address. Been with them for 5 years.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Tunbridge Wells Direct Save  
Absolutely shocking company!!!! It says on their website 24/7 technical support. Rang up this evening and told they have no engineers so will have to wait for a call back in the morning. Supposed to have Fibre Broadband but speed is showing at 0.7!! Not happy at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK 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
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK 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
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
UK Direct Save  
OK overall. broadband a bit slow but the whole area is a bit hit and miss. Price good.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
ulverston Direct Save  
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
Upholland Nr Wigan 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  
Thieves, worse 12 months service in every way. Do not sign up they should pay us for the time they waste. My connection was so bad couldn't use it for most of 10 months, attitudes of staff are poor, never follow up on promises, won't send engineer to fix anything just sell you more expensive packages, invoices wrong numerous times always making you pay more, you can't believe a word they say, the advertising is grossly misleading and forget the no sign in thing, you will be told you have no service unless you do and end up with 18 months. Outrageous rogues who should be investigated.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Wales Direct Save  
Signed up for fibre and went live. Checked my speed out of curiosity as with BT I got 75mb, due ti the exchange being round the corner.

My speed was 11mb!! And they said oh Yeh when you sign up for fibre you actually get standard broadband to begin with until you pat your first bill. Which is £20 higher than they said and wanted 3 days after live date. Cancelled within 3 to 4 days....AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wales Direct Save  
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
Wallasey Wirral Direct Save  
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
Walsall West Midlands Direct Save  
Not totally happy. Internet 'drop out' happens frequently which is irritating
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Ware Direct Save  
Been with Direct Save for a few years now, price is competitive, speed is fine, we stream movies and I work on my computer. It drops out every now and then but nothing that really effects what we do. All in all I am happy otherwise I would not stay with them.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Warrington, Cheshire 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
  • Customer Service
    1 star
Warwick Direct Save  
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
Warwick 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
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Warwickshire Direct Save  
been with direct save for a while and i find the speed with the broadband and signal strenth is very very good .. im happy with my service and beening uk based is a very very helpfull but i never need to contact as all is perfect and for a GREAT PRICE !!!! line rental payed up front an bb for £0.95p
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
WATFORD Direct Save  
Worst company ever!!! After I paid the first 2 bills and I still don’t have internet at home!! I keep calling them every day and they promise me I will have internet in few hours, then I call them back and and they saying the same thing again and again. The worst part is they don’t let me cancel the contract and go to an other internet provider. In 2 months we have spend over £200 in top ups so we can have internet at home and they don’t even care. The most unprofessional, amateur and useless company ever!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Watford Direct Save  
Thieves!!
My agreement started on 28th Oct they promised Internet within a few days.all that showed was limited service(none) so I called to which they blamed a third party to have damaged the connection(my nabours all had phoneline Internet) and said it would be fixed on the 11th to which moved to the 13th then they decided it was my wall splitter cable to which I went and purchased.still didn't work then then a week roles past with me expecting call backs from engineer's and then managers I constantly call them to no resolve.

I live in Watford, direct save operate from here and I have 3 friends that have worked for them and recommended me to them,I told them of my problem they suggested it was that they sent me a cheap s##t router.I told direct save this yet no action was taken.

21st November
I finally call to cancel as I see this is going nowhere and of course I want a refund as anyone would in my position.

So there not willing to give me a refund but I have to cancel in writing and give 28 days so I'm trapped into another months payment and I've lost my start up cost also have to pay for router as I don't have the box!!
The person over the phone couldn't comprehend why this may be unfair trade then suggest back to resolving the problem which he believes is Internet not my actual problem which is direct save!!
So he suggest that it could be electrical fault that a BT engineer could fix but the call out is £130 minimum.

I've contacted my bank who are there to protect us and our money
There staff understood my point of view and have logged it as goods not received and will stop any further payment to them.

TO Direct save as promised here's 1 of many complaints from a dissatisfied disappointed victim
watford Direct Save  
Staff are endlessly helpful, far beyond that one could reasonably expect. Spent half an hour talking me through set-up of TP-Link Relay kit, which just wasn't playing ball, but didn't give up till it worked.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Welland Direct Save  
I have been very happy with Direct Save since day one when I left a major Broadband supplier as its customer care was so poor. In contrast, Direct Save customer service has been excellent, partly because you can make contact and talk to people and they are in a position to respond positively (unlike a call centre in Asia!). I would thoroughly recommend Direct Save - and more importantly I live in a fairly remote rural area and I have excellent broadband (which is what Direct Save said it would be) again unlike other major suppliers.
West Cornwall Direct Save  
Ive marked them down as much as I can in view of their tactics for getting money out of you. I've had a two year contract with them which was very competitive at the time price wise. Speed and reliability have not been that good but thats more to do with how far away from exchange I am and I'm fairly rural.
My gripe comes from customer services policy. In the two years I've been with this company, apart from the initial four bits of paper outlining the deal I was signing up to I have had not one piece of correspondence or contact with them. So, thinking I must be near my contract end I managed after a twenty minute wait to get an answer from the phone. My contract ended in June, its now sept and since my contract ended I've been paying three times what I was before. No one has been in touch to say my contract was near its end, no one called to ask if I wanted to start another contract or if I was happy with the service. They just start charging you £34 odd a month. When I protested, to add insult to injury, I've been told I have to give 28 days notice, but if I want to end my new monthly tariff of £34 early I have a £19 charge.
This is obviously a cowboy outfit and I'd warn anyone to stay well away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Kilbride 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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