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
    3.1 stars
  • Speed
    2.7 stars
  • Reliability
    3.1 stars

Based on 100 customer ratings since 2019-11-29 (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.

430 Customer Reviews for Direct Save

  • Showing page 11 of 11, skip to page 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
Reviewer Location Reviewing Date Ratings
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  
One of the worst companies around you ask for a manager to phone you because you are not happy about something they don't phone STAY AWAY FROM THIS COMPANY.
West Lothian Direct Save  
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
West Midlands 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  
Intermittent connection, lack of customer service
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
West sussex Direct Save  
Avoid like the Bubonic Plague! Ombudsman currently investigating. No account has come in on budget, inexplicable hidden charges. No help with any problems. Various financial savings claims are false. Advertisement's claims are false. No stars from me!
West Wales 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  
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.
They take out money from your bank account for services which you have
NOT used.
West Yorkshire Direct Save  
I wish I had read reviews of this company before signing up but sadly I didn't. I admit the headline pricing pulled me in but as the saying goes "you get what you pay for" or less in the case of Direct Save. The staff's technical skills are poor at best, the broadband speeds we were promised were no where near what we got (we even spent money on a brand new 3.5GHz 2TB laptop thinking it was the old one that was the problem). Anyway, took what I thought was a 12mnth contract to start when we moved to our new property (requesting new number and standard BB)2 mnths after moving in we were still without service (but being debited!!)and when I contacted them they blamed numerous factors - including the people who had previously owned the house!! Eventually this got sorted but they said we couldn't have a new number - so initially kept getting calls for previous occupants. Over the last year BB speed appalling most of the time with frequent drop out. So, made the mistake of calling them to request a new line installation and upgrade to fibre. That initial call was in August 16 and as of 4 Nov 16 it has still not been installed even though I was charged back in September. Numerous failed engineer appointments (again DST staff failing to take responsibility) So, should have had new line 13th October - 2nd appt. Engineer never turned up (BT Openreach have confirmed the work request was not completed correctly by DST!!) Instead of a new line, DST disconnected the old one, have been without internet or phone since 13th. Staff (with one exception) are appalling, rude bordering on aggressive and without the slightest empathy towards their customers. Unlike others I have, after losing patience (lot more to the story!!) managed to cancel the contract - as they had clearly broken their contractual obligations. Waiting for various refunds and have in the meantime cancelled my DD.
My advice is please avoid this company, its true all providers have tech issues now and then - its HOW their staff deal with it that matters, DST staff really need some intense training in customer service (oh and technical know how!!) If you want a 5 star holiday, you don't expect to pay 2 star prices and its the same here!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
West Yorkshire Direct Save  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Weybridge Direct Save  
Good Company to Deal with Broadband and phone line’s highly recommend them for the Service provide .
5 Star.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Whitwell Direct Save  
Avoid like the plague !!! initial offer looks great but the speed of the is tiresome with frequent periods of crashing. The company extracts money from your account via using direct debit without your knowledge and itemises this as administration. Customer service is lower than a cows udder. When trying to switch services when outside of your contract they have a 28 days clause long enough to extract further money from your bank account again itemised - administration
Wigan Direct Save  
Broadband has been unbelievably slow keep on having to reset box to even get slightest signal
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Wigton Cumbria Direct Save  
broadband was good but customer service is really bad not replying to E-mails over charging and every month the bill gets higher.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
wisbech Direct Save  
I have been with DST for many years and only had a couple of minor broadband issues which were resolved quickly and professionally. So I was a bit bemused when reading the poor reviews initially"........but recently I had to call technical support and the usual competent technical.person appears to have been replaced with someone from the "turn it off and on again" team. Also I wanted to upgrade to fibre but the Sales team don't handle that and said I should contact customer services but refused to transfer me. I now know why.........I spent 15 mins every day for 6 days trying to contact them without any success. I resorted to requesting a callback. Five days later I got an email saying I should call them!!! WTF something has changed this year and not in a good way.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Wisbech 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  
PC often sluggish getting started but not really a problem. Recent problem with new router but excellent and thorough help from technical staff.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Wookey Hole Direct Save  
tried to order, accepted my order and transfer should be in 5 days. no contact after 9 days have e mailed twice with no response so have cancelled order in disgust. stay well clear
  • Satisfaction
    1 star
worcester 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  
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 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
Worthing Direct Save  
3 months in and no complaints at all. Very quick to set up and no problems with speed. Admittedly I am a light user so can't comment on gaming but perfect for me. Great value.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Worthing Direct Save  
No information supplied on how to connect to the pre-installed equipment in our new build. I was able to work it out myself eventually but there's always the question of whether I did it correctly. I did have some issues with dropping connection and the telephone customer services people were most helpful, it took several goes at sorting the problem but with their help we got there in the end. Direct save also offer a group saving scheme, and an online account, these and other services have never been explained to me, should I have got an info pack on signing up? Who knows.
Internet connection is good so no complaints there. so in short
sales team and info , lacking.
customer support when i had a problem, excellent.
Connection & speed excellent.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Worthing 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  
my point of view about this is that i was very happy to come to use this broadband speed was very good untill now as its cuts out all the time now i had this before when i was with itaik i just wonder why pay money to this if you can not get online, but direct save says they have change my settings and still no luck if this keeps ongoing much longer i will leave if anyone having the same thing on your broadband what can you do
  • Speed
    1 star
YEOVIL Direct Save  
Absolutely awful. One of the most frustrating companies I have ever had to use. Prices change without notice. Speeds are slow. They never return calls when they say they will.
York Direct Save  
14th Aug I reported severe line crackling
and intermittent\very slow broadband. Until the 25th they continually said there was no problem. At this time I asked them to test my router. I got a quick return call to confirm a fault. An engineer was requested and we were told to expect him on Tuesday 28th. We waited in all day - no engineer. I called Direct Save again and was told the engineer would attend the next day but we did not need to stay in as there was no need for his access. At 9.05 on our way to the super market we received a call from the engineer asking us to return home as he needed access to out home. Fault was rectified at 5.20 that day. We were offered approx 2 weeks refund which was increased to £20. Given the inconvenience and extra costs involved (returning from shopping, use of PAYG mobile for calls for over 2 weeks and return from shopping ) I am very disappointed and asked there agent to register my dissatisfaction.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
YORK Direct Save  
I had to buy out of my contact early with direct save. From the moment with took up the broadband and telephone service we had problems. I asked them to waiver the early end of contract fee, but they would not agree. The service was appalling, the equipment was of poor quality. The service used to cut out every day, or buffer. I lost several days work because of the service was not fit for purpose. It cost me £59 to leave. I am now with BT and we have an excellent service now.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
York Direct Save  
Locked in 24 month contract. Hidden fees as much as double. Avoid at ALL COSTS!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Yorkshire Direct Save  
Be careful when signing up for the month by month contract, there are lots of hidden boxes and clauses which mean that you can't get access to the month by month contract and it is made to be very obviousness. If you want to leave they you have to pay a massive fine. They hike on hidden charges constantly so you always have to pay close attention to your bill. Regularly had problems with the box sometimes would be without broadband for a couple of days. If you want to call then you do usually have to spend between 20-40 mins on hold.
  • Customer Service
    2 stars
  • Speed
    2 stars
Yorkshire Direct Save  
  • 430 reviews, showing page 11 of 11, skip to page 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11

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.

Broadband.co.uk