466 Customer Reviews over 12 pages
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- Location
- Bracknell
- Reviewing
- Direct Save
- Date
- 2021-09-04
- Comments
-
I have never had to go through so much to get in touch with someone for help. I am a new customer and was supposed to be connected on the 23 August, it is now the 4th Sept and still no internet. Have called tech support several times only to be put on hold for long periods of time or disconnected because they can't figure out how to fix the problem. They first had my address wrong. Now supposedly it's my ONT box number. They say they will call you back but never do.
I pro paid for the first month and a half but still have no service. It takes forever to get help on direct save helpline. I will never do business with them ever again.
- Location
-
- Location
- UK
- Reviewing
- Direct Save
- Date
- 2023-06-09
- Comments
-
should have read all those negative feedbacks before joining! 3 days after 'going live' still no internet Called and been told there is a problem with my line - (nota bene, it DID work 4 day ago when I still was with someone else!!!) It would take 4 days for an engineer to come into my flat to fix it. Wanted to cancel and go back to my previuse provider, only to find out I need to pay £200 cancelletion fee They ask you to wait 2 weeks to activate your line and when later you find out it's not working, they tell you it has been over 14 days and you have to pay a cancelletion fee! AVOID
- Location
-
- Location
- Manchester
- Reviewing
- Direct Save
- Date
- 2017-05-09
- Comments
-
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
- Location
-
- Location
- Watford
- Reviewing
- Direct Save
- Date
- 2019-05-30
- Comments
-
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!!!
- Location
-
- Location
- London
- Reviewing
- Direct Save
- Date
- 2013-08-07
- Location
-
- Location
- Chelmsford
- Reviewing
- Direct Save
- Date
- 2016-10-22
- Comments
-
Took out a two year contract paying a reduced monthly line rental of £11.00 a month by paying a year up front. I asked and was told that the second year would also offer this discount. The second year came and they refused to honor this verbal contract. They listened to recording and said the sales girl had made an error and as such the contract was not applicable. They increased the line rental to £18.75 a month. Because I contested this I was told I could transfer to another provider without penalty. Thank goodness I demanded this in writing (e-mail) because they sent me a demand for £230.00 for breaking contract when I left. Also in year one they took a monthly debit for rental when I had already paid for the year. The muppets could not admit their mistake so I had this refunded under the D/D guarantee scheme. Direct Save then cut off both my phone and broadband for 24 hours before they realized that I was in credit. No apology from them. They do not employ a compliance person and they do not recognize any complaint system. Ofcom do not get involved so they get away with these bad practices. I feel that their license should be revoked. I have been on this earth for 67 years and never come across such a poorly run organization. The staff are generally untrained and rude. BEWARE.
They have not refunded the amount that I was in credit so I can kiss goodbye to that?
- Location
-
- Location
- Cambridge
- Reviewing
- Direct Save
- Date
- 2017-11-16
- Comments
-
Do.
Not.
Touch.
With.
A.
Ten.
Foot.
Bargepole.
They are lying, dishonest and incompetent.
- Location
-
- Location
- Peterlee
- Reviewing
- Direct Save
- Date
- 2018-06-11
- Comments
-
Poor customer service staff speak to you like crap over the phone could not use broadband for a month as i had a fault on my line and they kept putting it off to get it fixed no compensation or nothing ask to speak to a supervisor but according to the agents there wasnt a supervisor on the floor and hat to wait for a call back 2 weeks go by no call back then rang back up and same all over again
- Location
-
- Location
- nottingham
- Reviewing
- Direct Save
- Date
- 2014-02-18
- Comments
-
this company should be investigated their service is appauling.They don,t respond to emails,getting through on telephone is really bad, their staff attitude is disgraceful.Where do they get them from?
- Location
-
- Location
- Glasgow
- Reviewing
- Direct Save
- Date
- 2016-01-11
- Comments
-
I would really love it if there was a no stars choice as my selection would be blank. Directsave are by far the worst company I have ever dealt with, took a years line rental up front and from day one I've had very bad phone line and my broadband is up and down like a prosties drawers. Directsave have been called 30 or so times and I've never had a call back nor have they done anything to fix my problems, only thing Charlie in customer services does is blame everything bar Directsave crap line. Ombudsman is now involved but not holding my breath, just need to get away from this cowboy company and get a provider that can give a service that works. I would most definitely NOT recommend Directsave to anyone.
- Location
-
- Location
- Manchester
- Reviewing
- Direct Save
- Date
- 2011-05-30
- Comments
-
I was promised that the "service" would be connected on 20th May 2011. On 27th May 2011 I returned home (I was away for a week) and the line rental was with DST, but the broadband was not working. It seems they botched up and it has been delayed till 2nd June.
Their customer "services" were useless. Calls that they promised to return weren't returned.
Avoid at all cost!
- Location
-
- Location
- Bedfordshire
- Reviewing
- Direct Save
- Date
- 2013-08-23
- Comments
-
Be very wary of this company. I switched my broadband to this provider after years with Easynet.
I was told I would be on a 1 month rolling contract at £14.95 p.m. They sent me a router which failed and left me down for a week, they sent a second router which also failed so I switched back to my old router. All this cost money for an engineer to sort out connections/network etc. so DST agreed to reduce my monthly charge to £9.95 as compensation. The first months bill showed £14,95 and when questioned about this they now say there was no such agreement and that the 1 month rolling contract is actually a 12 month contract
Sharp Practice would be the best description for this.
- Location
-
- Location
- London
- Reviewing
- Direct Save
- Date
- 2021-05-25
- Comments
-
Be very careful with their misleading terms.
Due to COVID, and after being their customer since 2017 (no longer on a fixed contract) I called them to upgrade my Fibre Speed, which they promptly did while locking me in a 12 month contract again. It was clearly stated over the phone that if I had to move houses and they could not provide me the same service, I would pay no termination fees. Contract was never provided, just an email acknowledging the new package and informing me I was now on a 12m contract. Cue to now, having moved houses and not having access to fibre, they say that since they can provide me basic DSL via phone line, I either keep a contract with infinitely slower internet or pay them £90 in termination fees. Beware.
- Location
-
- Location
- London
- Reviewing
- Direct Save
- Date
- 2020-03-04
- Comments
-
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.
- Location
-
- Location
- Derby
- Reviewing
- Direct Save
- Date
- 2016-05-03
- Comments
-
I use the internet all day every day. I am programming websites. After moving to direct save I have been constantly sidestepped. Using standard 3mb broadband It cut off several times per week and was generally unreliable. I upgraded to fibre and its gotten worse. I have been cut off from editing my sites 4 times thins morning alone. On top of that they dont let you access the router so you can either replace it with one that works, or make sure there isnt a firewall bocking. As a constant user I need to know this and I need to control it. Best move back to a more reliable supplier. VERY DISAPPOINTED.
- Location
-
- Location
- Nottingham
- Reviewing
- Direct Save
- Date
- 2021-10-09
- Comments
-
I was told if I upgraded to fibre the service I get would so much better. Load of tosh, trying to watch Andorra v England and up to yet the garbage internet has buffered 30+ times ,absolutely abysmal service,that is if anyone can be bothered to answer the phone. Considering paying to get out of my contract. Hopeless ,inept,get the picture ????
- Location
-
- Location
- UK
- Reviewing
- Direct Save
- Date
- 2017-07-25
- Comments
-
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.
- Location
-
- Location
- West Kilbride
- Reviewing
- Direct Save
- Date
- 2016-09-05
- Comments
-
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.
- Location
-
- Location
- Powys
- Reviewing
- Direct Save
- Date
- 2017-09-04
- Comments
-
Wish I had read the reviews sooner. Joined in April. Was never told about Out of Area Charges. Very expensive set up. Still not able to work out why.
Higher bills than expected every month.
Cheap and nasty router which has two unsightly and very long antennae on top and keeps falling over.
Phoned 5 times to try and find out what was going on, and on 5th call I asked to speak to supervisor who said he was too busy to speak to me. They admitted I hadn't received the correct information in the sales call but said I should have picked it up in the information they sent me. The information sent out was as clear as mud and even after the 5 calls I can't make a lot of sense out of it. Tied in for 18 months. Will be keeping close eye on billing and will leave as soon as I can.
Not feeling very valued as a customer. Wish I had stayed with plusnet.
Would advise everyone not to sign up with this company.
AVOID AT ALL COSTS.
- Location
-
- Location
- mid west wales
- Reviewing
- Direct Save
- Date
- 2018-08-05
- Comments
-
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.
- Location
-
- Location
- North Yorkshire
- Reviewing
- Direct Save
- Date
- 2013-08-30
- Comments
-
Dreadful experience,phoned by Direct Save offering cheaper efficient service.Ten days into contract no internet and poor wireless.Numerous calls,no improvement.No customer service on weekend.Then told i have to pay £199.45 termination bill.I was told i had 28 days prior to contract to change my mind,not afterwards with poor sevice.
- Location
-
- Location
- Essex
- Reviewing
- Direct Save
- Date
- 2020-01-06
- Comments
-
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.
- Location
-
- Location
- Penzance
- Reviewing
- Direct Save
- Date
- 2020-07-14
- Comments
-
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.
- Location
-
- Location
- london
- Reviewing
- Direct Save
- Date
- 2016-09-05
- Comments
-
wow.. i came on this site... thinking... i wonder if anyone else has had as many problems as me, and it seems i am not alone.. just to get on to write this review has taken me 10 to 15 minutes as my internet is constantly dropping out... i only came on here, as i could not get the news to work or much else to relax after getting back from work after mid night... most of london is sleeping right now, and still its dropping out constantly making any internet viewing impossible... this has been going on since April, now its September, first they said it must be my leads and ADSL converter, so i bought new ones, then they said it was my router, and they said i had to pay for another.. and a protected argument i managed to get a free one sent out as the problem has existed by my logging complaints back to when the router was still in warranty... now thats been replaced and still its not working... breath.. i will phone them again tomorrow to discover the next excuse... its excruciatingly frustrating.... the number of hours not being able to do what their service is supposed to be providing has been countless... if i am lucky i will be able to post this review....
- Location
-
- Location
- Harrietsham
- Reviewing
- Direct Save
- Date
- 2018-07-18
- Comments
-
Poor Servicervice, Slow Speed, Over Priced
- Location
-
- Location
- exeter
- Reviewing
- Direct Save
- Date
- 2016-09-10
- Comments
-
STAY AWAY PEOPLE!! 80£ Activation fee then 25£ a month , fine until they start taking 40 a month and dont know why themselves lol, internet speed is terrible!! Ive rung them nearly 15 time this year and I always get the same rubbish "well get an engineer to call you back" and they never do! They dont even know how to upgrade me to 100meg lol waste of money useless company with no customer service skills. They do lie all the time and there wifi routers and crap and cut out when they want....:TO NEW CUSTOMERS IF YOUR IN A NEW BUILD AND HAVE TO CHOOSE DO NOT CHOOSE THESE GUYS
- Location
-
- Location
- Garsfield Gardens
- Reviewing
- Direct Save
- Date
- 2017-01-12
- Comments
-
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.
- Location
-
- Location
- Midlands
- Reviewing
- Direct Save
- Date
- 2018-09-29
- Comments
-
Do NOT touch this company with barge-pole. They are NOT FIT FOR PURPOSE! Constantly losing internet connection!APPAULING download speed(as low as 0.5mbs)Hence at peek times? the connection is lost. I have to say, in ALL my years of being on the internet? NEVER,EVER have I had the misfortune of being landed with such a disgraceful service provider as this 1. PLEASE! do yourself a HUGE favour and do NOT have ANYTHING to do with this company.
- Location
-
- Location
- Weybridge
- Reviewing
- Direct Save
- Date
- 2016-02-06
- Comments
-
Cowboys - AVOID!!! Signed a 2 year contract with them. Had frequent problems, they always overcharge and refuse to refund (eg double charging on line rental - you pay for about 16 to 18 months each year!!!). Poor broadband (only 30% of the speed of previous providers we have used). Poor reliability, often went down. Rude abnoxious, uncaring customer service. How bad can you get.
- Location
-
- Location
- Chester
- Reviewing
- Direct Save
- Date
- 2023-05-13
- Comments
-
Was ok a few years ago but very poor for the past six months. So slow that it's unusable, cuts out all the time.
Very difficult and outright rude now that, out of contact, I'm changing providers. Charged me a fee because I'm moving with less than 28 days' notice too. I'd avoid them.
- Location
-
- Location
- SUTTON COLDFIELD
- Reviewing
- Direct Save
- Date
- 2017-07-25
- Comments
-
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.
- Location
-
- Location
- London
- Reviewing
- Direct Save
- Date
- 2016-09-19
- Comments
-
Do NOT, under any circumstances, sign a contract with this company. They never provided the service or delivered the router. In the two months since I foolishly signed, I have spent hours on the phone calling them and their delivery company trying to get the router I paid for. I have been told it was on its way but no "tracking number" was available. Needless to say, it never arrived. After cancelling the service, they refused to release my old number to the new provider so I am now forced to either spend a few more hours on the phone or to get a new number. I will start now trying to get my money back via resolver....
- Location
-
- Location
- Birmingham
- Reviewing
- Direct Save
- Date
- 2016-08-17
- Comments
-
Signed up with this absolute joke of a company and its been a headache from this point onwards. Uneducated clueless staff that sound about 16 and so many errors in the whole of my application. Complete waste of time would recommend everyone boycotts this second class company and find a real company, unless u enjoy having to repeat and explain yourself constantly. dont be fooled by their prices either
- Location
-
- Location
- Chelmsford
- Reviewing
- Direct Save
- Date
- 2017-02-16
- Comments
-
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.
- Location
-
- Location
- Aberdeenshire
- Reviewing
- Direct Save
- Date
- 2023-06-19
- Comments
-
I have never had broadband on my line since March 2023. it is now June, in the start of may they agreed to mutually terminate the contract as they could not provide the service, I have paid over £80 for a service I have not received, I call them every week for updates. I have emailed them asking for the call transcripts as I am going to the Ombudsman. if I could have give zero stars I would have, avoid. I am waiting for a manager to call me since last week to discuss the service.
- Location
-
- Location
- newcastle
- Reviewing
- Direct Save
- Date
- 2018-03-13
- Comments
-
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 .
- Location
-
- Location
- Leeds
- Reviewing
- Direct Save
- Date
- 2018-12-20
- Comments
-
I've used their service for a year & changed the provider the first chance I got. I was initially charged additional £25 due to their mistake while changing the provider. The speed & the connection was bad, so I complained. I was provided with slightly better router which improved the speed slightly, however I was charged £50 for it as they claimed that they never received the original router I returned by post. It would have been much cheaper to go for fibre broadband with other providers. Don't think you'll be saving money, their service was more expensive than any other company I have used in the past.
- Location
-
- Location
- London UK
- Reviewing
- Direct Save
- Date
- 2022-10-02
- Comments
-
DISGRACEFUL RIP OFF. Be warned. Have nothing to do with this company. We were told set up was free. They charged us £179 for an engineer visit when the problem was they had sent a faulty router. When we complained requesting details of why the cost was incurred they sent nothing. No explanation whatsoever. Steer well clear of this company.
- Location
-
- Location
- Essex
- Reviewing
- Direct Save
- Date
- 2018-02-14
- Comments
-
This company is a farce, they are inept in every manner and provide a diabolical service. They have cut off a disabled vulnerable person who needs the phone line for her care call and emergency care line due to being extremely vulnerable and even after three calls and them saying it is our fault you should not have been cut off, but there is nothing more we can do! Reconnect instantly would be what you ethically should do! They are putting my mothers life at risk and has caused us stress, upset and worry not just to her daughter but her as well she has been so stressed, upset and is worrying, how can a company be allowed to run in this manner, disgusting, despicable and deplorable they can get away with it! AVOID them as they are cold money grabbers who have no care or compassion for their customers!!!!!!!! Horrid company
- Location
-
- Location
- Leicester
- Reviewing
- Direct Save
- Date
- 2022-01-28
- Comments
-
As per the majority of reviews on thus forum...this company stinks! My original contract with the Post Office/Shell Energy came to an end on Christmas Eve 2021. I therefore contacted Direct Save a couple of weeks previous to this, in order to get my broadband and Internet working before Christmas
- Location
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