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
    2.7 stars
  • Customer Service
    3 stars
  • Speed
    2.6 stars
  • Reliability
    3 stars

Based on 100 customer ratings since 2019-12-17 (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.

434 Customer Reviews over 11 pages

  • Reviewer
    Location
    West Midlands
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Bingley
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Two serious complaints addressed to a supervisor have never been answered
    Customer service rating 0
  • Reviewer
    Location
    London
    Reviewing
    Direct Save
    Date
    Comments
    I was happy with the prices quoted to me but wanted to first speak with my partner before agreeing to go with them. The sales man was very insistent on calling me back, wouldn't take no for an answer, nor did he ask if it was ok on the number I was calling, let alone if it was ok for him to call me at all. He was pushy,and I felt like he was desperate for a sale, and gave me his number incase I didn't answer.

    I ended up agreeing to a contract as I can only go with two companies as no one else provides service in my area and they were cheaper. He quoted me a different line rental price to my first phone call and he did not make it clear that it would take 2-6 weeks to connect me until further in the 9conversation where he already had my bank details. I questioned it and he said yeah remember I told you before, we agreed it, etc,...errr no you never mentioned that before. I need Internet asap. He couldn't tell when I'd receive a router, when I'd be able to connected nor if and when an engineer needed to come out. He literally had no answers and was very insistent that it was nothing to do with him, he was just a sales man.I wasn't too impressed but as I said, it's cheaper Internet and I didn't have many options.

    I then had two missed calls about an hour later, which I returned and it was a really nice girl from his team claiming the connection fee hadn't been processed, and correctly so I hadn't received a confirmation email. I still haven't. She was very nice but unfortunately revealed (which her pushy colleague hid from me) that she wasn't able to find my address as it was a new building and they are actually unable to connect until all the wires are laid. She didn't even have my postcode in the system! Basically meaning who knows when i was going to be connected! I then heard her question her manager (the same man who signed me up) about it and I could hear his muffled voice saying yes yes it's a new building just write down the postcode and we'll process it whenever it registers in the system, she'll never know. You can imagine my horror!!!!! I asked her not to reprocess the payment, she couldn't do so and said I had to contact customer services and after a lot of battling, I let her know what a joke it was that her and her manager couldn't give me any info on installation, time scales and the fact he'd hidden and then advised her about faking accepting my new postcode.

    Needless to say I cancelled my contract just two hours after joining (with a very friendly man who was very helpful) and am now with the slightly more expensive one with no issues!
  • Reviewer
    Location
    isle of wight
    Reviewing
    Direct Save
    Date
    Comments
    The service is terrible. They lie about the set up time, send out and charge for a router (twice now, last year and this) even when you tell them you have one and they agree not to. The service team are rude and unhelpful. Tried to cancel (after waiting nearly a month for set up) before the service was initiated to get a refund and was told I needed to give 28 days notice. The worst company and service I have ever known.
  • Reviewer
    Location
    Midlands
    Reviewing
    Direct Save
    Date
    Comments
    The worst provider I have ever been unfortunate to come across. I got drawn in on the month by month contract for broadband. I didn't receive the router for weeks, after I'd arranged, they just kept trying to access my account for money on a landline, who ain't got a cell phone nowadays? I complained and cancelled they never responded then they took me to a debt collectors for a service I never received. I kept trying to contact them lies, lies, and more lies, they said they never received the complaint which I re-sent with photographic evidence of postage three times, they then closed my case, after they said they'd call me back. Dirty, lying low down company which has no idea how to communicate or give customer service. I called them on numerous occasions at different times spoke to at least three of the agents over and over again wondered if they only have about five people working in a cellar some-where. I DON'T WRITE FEED-BACK, but this company is really bad, avoid @ all costs they just want your money and the equipment is disgustingly dated, when I did receive it the router was overly plastic with two antennas sticking up at the top which looked like a freaky alien toy, no-ones tech stuff looks like that. It wouldn't have even matched any-thing TV, stereo, modern tech stuff!!! Not joking a really bad company-No scruples.
    Yours Sincerely
    "in debt collections, and never really had the service."
  • Reviewer
    Location
    West Lothian
    Reviewing
    Direct Save
    Date
    Comments
    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.
  • Reviewer
    Location
    York
    Reviewing
    Direct Save
    Date
    Comments
    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.
  • Reviewer
    Location
    Slough
    Reviewing
    Direct Save
    Date
    Comments
    I used to work for this company and I wish I didnt. They are liers and thieves they have so many hidden costs and your bill will be very high. They will tell you a price but it will not be. I am ashamed to have worked for this company. Awful staff. Sorry to anyone whos has been robbed by these people.
  • Reviewer
    Location
    Leicestershire
    Reviewing
    Direct Save
    Date
    Comments
    I have had absolutly shocking and appawling service from this company. I can not stress enough how bad a service I have had from this company. When I signed up I was told I would pay a £50 connection fee, which I was fine with, and that I would not recieve a bill for another six weeks and that it would be at a reduced rate. I was then billed within 2 weeks of the sign up date not at a reduced rate and then again in the same month. So two unagreed payments and an unagreed amount. Also I was supposed to have my phone go live in 24 hours and my internet 5-7 days later. After a week my phone was not on and my internet was not put on until a further 10 days after. So I was billed not only unfairly but for a service I was not even recieving. I emailed the company to which I was treated absolutly disrespectfully and they tried to make it very difficult for me to resolve and they wouldnt take any responsibility. There were many emails passed to and fro and eventually I was refunded one months fee. Very very unfair.
  • Reviewer
    Location
    rowlands gill
    Reviewing
    Direct Save
    Date
    Comments
    Signed up in September,no engineer canturned to install line twice,have spent considerable on phone explaining problem,some of the staff are rude,was assured somebody would ring me back on both occasions,nobody did,have paid for installation ,monthly bill,even though I have no phone line,they said money would be credited,hasn't been yet,can't recommend this company
  • Reviewer
    Location
    Berkeley
    Reviewing
    Direct Save
    Date
    Comments
    Disgusting! Dreadful company, don't know why they still exist, cheats and liars. Can never talk to anyone, internet connection.. rubbish, bills were almost double every month, told I could pay £60 to leave company or pay for a new router..£40 as existing router was old...they supplied the stupid thing so people.. please don't apply to this company.
  • Reviewer
    Location
    Herfotdshire
    Reviewing
    Direct Save
    Date
    Comments
    Absolutely awful!! Set up date was a lie, first bill disgusting kept getting fobbed off by customer service then I'd get angry because they keep fobbing me off and then they'd hang up on me! They expect you to pay for a service that doesn't even work!! Or isn't even live yet! I will be cancelling the direct debit and not paying no more to this absolute sh** service!!!!
  • Reviewer
    Location
    Beverley
    Reviewing
    Direct Save
    Date
    Comments
    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
  • Reviewer
    Location
    west yorkshire
    Reviewing
    Direct Save
    Date
    Comments
    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
  • Reviewer
    Location
    ackworth
    Reviewing
    Direct Save
    Date
    Comments
    i joined this shambolic company{ if it is a company}in january 2017 ,stole £14 out of my account before connection day ,10 days after connection day stole £43 from my account ,tried contacting customer service with no answer .after days of trying to contact them i finaly spoke to a woman who's phone manner was appalling when i questioned the billing ,her answer was administration fees £1.50 per paper bill and letters of your connection day ,it mentions nothing about this when subscribing to these licensed burglars .i wished i had read the reviews about this scamming firm like the plague ,.i binned them as quick as i could tried charging me with breaking contract fee of £350 ,letters of threats with bailiff action also binned , i have been with SSE for 10months and have not one single problem in either billing or broadband service ,once again give direct save a wide berth not worth of any star rating
  • Reviewer
    Location
    polstead
    Reviewing
    Direct Save
    Date
    Comments
    services that they say they will provide you with does not happen. And been in
    the trade working with people every day. that is why i have made this comment. been charged for lies from this company.
  • Reviewer
    Location
    Haslemere, Surrey
    Reviewing
    Direct Save
    Date
    Comments
    I have no problems with you and I receive the account every month. I shall be looking at your prices as I may be paying too much and you may have a cheaper tariff.
  • Reviewer
    Location
    Newcastle
    Reviewing
    Direct Save
    Date
    Comments
    Customer service is none existent they say someone will call you back never happens. Bb speed is pathetic,
    moved house told we would have phone same day bb in 10 days 3 weeks later no service whatsoever still took payment. Phoned to cancel and get refund was told that she would get that sorted didn't happen. Received a bill 3 weeks later as cancelled direct debit. Avoid like the plaque.
  • Reviewer
    Location
    West Wales
    Reviewing
    Direct Save
    Date
    Comments
    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!
  • Reviewer
    Location
    le soulie
    Reviewing
    Direct Save
    Date
    Comments
    I have never experienced such dishonesty in my life. I tried to get a temporary broadband connection which never materialised. I have e-mailed and written to cancel my agreement with Direct save but they do not acknowledge anything I have sent them and they continue to bill me.
  • Reviewer
    Location
    watford
    Reviewing
    Direct Save
    Date
    Comments
    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
  • Reviewer
    Location
    Stourbridge
    Reviewing
    Direct Save
    Date
    Comments
    My Broadband speed has dropped significantly .... the down load is now around 0.25
  • Reviewer
    Location
    Wigan
    Reviewing
    Direct Save
    Date
    Comments
    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
  • Reviewer
    Location
    South East Wales
    Reviewing
    Direct Save
    Date
    Comments
    Changed address in July 2018 and informed Directsave to send me a final account and cancel contract. Despite regular phone conversations and letters they eventually sent me a termination of contract and bill of £74.95. I immediately paid this bill and my bank account shows this transaction. On the 29 September I had a letter from MIL Collections claiming £90.00 for non-payment to Directsave. Despite a letter to MIL explaining that the account had been paid, I am still experiencing regular phone calls from MIL claiming this payment. The latest yesterday 24/03/21 almost 3 years after closing the account. PLEASE DO NOT USE DIRECTSAVE TELECOM - ABSOLUTE RUBBISH.
  • Reviewer
    Location
    bedford
    Reviewing
    Direct Save
    Date
    Comments
    broadband doesnt deserve a star and their customer is shocking. They changed my telephone number back in May without me knowing, I called on several occasions to sort out my payment method and the service I received was appalling, I have sent an email to their customer services back in July was assured I would get a reply and still havent and its now November!!
  • Reviewer
    Location
    STROUD
    Reviewing
    Direct Save
    Date
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Direct Save
    Date
    Comments
    Worst company ever come across, stay well away from then. Joke of customer service, joke of hardware, they send you the cheapest modem possible even second hand... connection lasted 1 day then cut out intermittently from then on. Had no chance but to move to a different provider. More needs to be done to stop companies like this stealing customers money! !
  • Reviewer
    Location
    Bromley, Kent
    Reviewing
    Direct Save
    Date
    Comments
    This company is definitely a pork pie short of a picnic.
    I signed up online on the 15th January 2018 and received confirmation dated 16th January stating that it would be transferred within two weeks and my router would arrive shortly.
    On the February 2nd, with still no router, I was advised it could take up to six weeks for the transfer.
    On 3rd February I signed up with now and was connected on the 5th February.
    Direct Save Telecom is a third world company trying to pass on its third world values to customers here in the UK
  • Reviewer
    Location
    Bristol
    Reviewing
    Direct Save
    Date
    Comments
    Do not touch worst firm ever dealt with they said I had faulty router but they said I had to pay over £50 pounds to replace it which is against Ofcom rules they went behind my back and cancelled my order to a new provider plus there very rude on the phone
  • Reviewer
    Location
    Sutton Coldfield
    Reviewing
    Direct Save
    Date
    Comments
    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.
  • Reviewer
    Location
    Bristol
    Reviewing
    Direct Save
    Date
    Comments
    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.
  • Reviewer
    Location
    West Cornwall
    Reviewing
    Direct Save
    Date
    Comments
    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.
  • Reviewer
    Location
    West Yorkshire
    Reviewing
    Direct Save
    Date
    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.
    They take out money from your bank account for services which you have
    NOT used.
  • Reviewer
    Location
    London
    Reviewing
    Direct Save
    Date
    Comments
    Zero stars.

    They took money out of my account without authorization. (worth more than the entire value of my contract with them!!)

    They lied on the timing when they sold me the product.

    Had to go to the ombudsman to get my money back.

    Horrible, money grabbing company - amoral, unethical thieves.

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.