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

Based on 117 customer ratings since 2019-02-26 (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.

420 Customer Reviews for Direct Save

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Reviewer Location Reviewing Date Ratings
was expecting poor service although I dont use customer services very often the times I have phoned them I have been connected pretty much instantly unlike other bigger companies where you are on hold for 45 mins etc, I have only good things to say, some of the complaints are unfounded for example waiting in for engineers who do not turn up, this is not DST this is BT Openreach who DST have no option but to use, Im guessing they probably mess other ISPs about to make them look bad
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Edinburgh Direct Save  
As with others I wish I had read the reviews before I bought this product. I didn't even receive it. I called a number of times to find out when the router was going to arrive and when my broadband was going to go live. I was told two different timings by different people. Then I read the reviews and decided to cancel the whole thing - it was not worth the hassle. I called to cancel and the woman said to email in writing to the customer service department (fine), which I did, did not receive a confirmation email so emailed to ask for one, still nothing. Then I rang to make sure and they said they didn't receive one, then they checked and 'oh yes, it's here'. I wanted to get a refund of the £50 fee but that was not possible because there is no 'cooling-off period' when activating a line (or something like that). I agree with all the negative reviews. Customer service was far from pleasant. Just don't waste your energy of this lot.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh Direct Save  
Told me a load of lies, Changed from BT to Direct Save and it would not cost a penny due to the price hike by BT lies been billed for £200 by BT for cancelling mid contract. Get your facts correct Direct Save before cold calling please what a hassle.
  • Satisfaction
    2 stars
  • Customer Service
    5 stars
Edinburgh Direct Save  
CS advisors do not announce there name when taking a call. for older folk or people who struggle with internet its ok. im in my first day still so wont say bout speeds as fluctuate normally first week. biggest failings are the lack of proper router with all the login info to keep your new router secure. its like they only want you to use there router on defaults no change to passwords as no clear info to change it as we are advised by any and everyother provider they advise you first thing to do is change the default passwords not this one tho another talk talk wanting to get hacked or even sell your info then blame it on lack of security. a joke and glad i can cancel without fees. super polite etc but cant trust a company that witholds vital details that every other provider gives you as a point .
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    1 star
Edinburgh Direct Save  
The initial experience of the company was ok - probably similar to other providers if expensive.

Upon leaving to move to another provider I was hit with charges for things I didn't order, exit fees and ultimately a Notice of Court Action despite the fact I was dealing directly with the operations manager (Lewis) who didn't resolve the issue and had no interest in resolving whatsoever.

When I complained again all I received was a very abrupt e-mail and no care at all whether I posted in Trust Pilot or not!

Unbelievable - avoid at all costs!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Elgin Direct Save  
The worst internet we ever had. Constantly calling to report issues, no immediate response, or sometimes no respomse at all.
Unfortunately not able to change it due to lack of other options in the area.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Direct Save  
Been with Direct Save 6yrs this coming February, had no problems, and hope to be with them for many more years.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Essex Direct Save  
Have had no problems with this company at all. Changed to them after being with sky for years, who's bills had gone astronomical. Changed after searching for better deal and found this one on U switch. Paid line rental year in advance (£11.50) a month saving me £8.49 a month compared to sky, and broadband deal of £1.95 a month (unlimited usage) saving another £6 month. Did everything on line and all was completed easily and satisfactory.
Sky cut line off dead on the dot of 8am on changeover leaving me with no phone so called direct save customer service spoke to a helpful young man who said he would check it out and were connected within the next half hour. No complaints about that..
Broadband speed is better than sky.
Surprised when first used it as to how quick it was. Have had no problem with any monthly bills for phone calls. The only thing is the free wifi router is obviously a cheap version but it works OK , it does drop out if wander too far away but easily corrected if use a better router or extender. Had my doubts before changing after reading reviews but unfounded all in all no problems or complaints. Thankyou Direct save and U Switch. Saving £15 a month . happy happy.☺
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Essex Direct Save  
A totally revolting company.
Arrogant and rude customer service.
Extra charges layered on for things not asked for...... "it's in our t&c's"
Slow internet and unusable voice blamed on OpenReach.
I sincerely hope the company rots, and disappears. They are basically selling a junk service in my case (and they know it) - the customer is not getting anything resembling what they paid for.
For those changing from BT that may have fibre to the cabinet.... BT will take this and allocate to another customer so DST can only give you copper to the exchange - you will be tricked into having a marginal service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Direct Save  
price went up as contract was finished so I left. Been charged for leaving less than 28 days of notice given to D.S. Broadband hit and miss.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
essex Direct Save  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Direct Save  
This provider is rubbish.... do not recommend.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Direct Save  
I changed to Direct Save from TalkTalk about a year ago after years of dissatisfaction with TalkTalk. i think I chose them via MSE.com They are considerably cheaper for all telephone services, changeover was seamless, which was important as I am selfemployed & rely on broadband. Any queries are dealt with couteously & efficiently by a consultant I can understand. Recommend unreservedly.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Essex Direct Save  
The best Broadband that i ever had
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
EXETER Direct Save  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
exeter Direct Save  
Hi we had a connection problem which Matt immediately sorted out - and a refund...Many thanks.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Exeter Direct Save  
I had problems with my landline, reported same to Direct Save. Problems al sorted within 48Hrs. That's what I Call Excellent Service. Well Done to all concerned. Jimmy Mackie.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Falkirk Direct Save  
From day one I have had a very intermittant internet speed, Direct save are saying it is my signal extender not the internet. The booster can only boost what it gets it can't increase the signal.Blame is always laid elsewhere. No chance of a refund if you have paid up front. Absolutely do not use these guys except for telephone. There needs to be questions asked where the internet is going to be used in relation to router and what type of signal can be expected, we are not all technical geniuses some of us are of a different generation and need guidance! an expensive steep learning curve.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Fareham Direct Save  
Broad band tend to cut out every so often.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    2 stars
FELTHAM MIDDLESEX Direct Save  
Excellent customer service AND you get to speak to a real person, without having to go through endless menus!
Broadband speed isn't an issue for me as I do very little online, and to date haven't had any problems that haven't been resolved promptly.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Fife Direct Save  
Poor customer service.been waiting five months for a call back.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
Forfar Direct Save  
changed supplier. They took an extra months money by mistake?? and charged £19 for not giving 28 days notice. They said that they could not give WRITTEN reason for these errors. Awaiting full refund as promised.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Foxhall Ipswich Direct Save  
Terrible customer service with very poor attitudes. Tried to lock me into a contract which I had not agreed to and made it difficult to leave.
  • Satisfaction
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Frodsham Direct Save  
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.
  • Satisfaction
    1 star
Garsfield Gardens Direct Save  
Given our rural area and its slow broadband provision we are happy with the service from DirectSave
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Gatehouse of Fleet Direct Save  
Broadband could be better
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Glasgow Direct Save  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Direct Save  
Where do I start with this lot?!
Not had any problems with them up until now which is a shame as I actually thought the broadband speed was sufficient and no issues at all, bearing in mind was expensive but thats because we weren't tied into a contract! A few months ago left my student flat and moved back home, at this period I was very stressed with exams, moving out etc that the internet wasn't on my mind much. I phoned up on two occasions to cancel and was told to email, which I assumed I did as its not like me to just leave it. Cancelled my direct debit assuming everything was ok and then a few months later (now) I get a phone call from then, which they hang up.. so I phone them back and they advise me I owe them £100 , I was like?!?!?!? , they said I was still paying for the internet which would have been fair as I forgot to cancel properly as they require it in writing (god knows why).. Anyway so they tried to take a direct debit from me last month and it bounced back because I cancelled it, then again this month, with late fees totalling up to £100. Phoned them and advised them I wasn't happy as I havn't lived in the flat for months. The customer service is absolutely terrible, I work in a call centre myself and would never speak to customers the way they do. Its always the same person your through to as well, its as if they only have about 4 people in that office where they work. So I started getting angry as we were going round in circles, bearing in mind I wasn't aggressive and I didn't swear, but I got hung up on , I couldn't believe it... I phoned up the consumer helpline straight after and thank god for them... they scanned the contract and noticed section 3c which states that Directsave need to contact you if your DD fails in which they failed to do so... they didn't contact me at all last month when it bounced back and let the money tally up so I pay a substantial amount, they knew exactly what they were doing.. they phoned me today but hung up as soon as I answered?!? so I phoned back wanting to know... then I explained they were in breach of contract as they didn't tell me the DD bounced back.. however they couldn't get there head around this and kept telling me they called me today? But they didn't actually say to me.. which consumer helpline says is not valid, they need proof of messaging me, they denied this saying that they contacted me but in the contract states that they need to contact you, I kept getting the usual patter from the agent saying 'but we did contact you, how do you expect us to tell you when you don't answer' I said I did answer but you hung up and you didn't call me at all last month when it bounced back... Then he went on to say that 'its not a set time frame' that might mean after a few Direct Debits, which the consumer advice line warned me they would say, and gain this is not valid as they haven't stated this in the contract... We were going round in circles and I knew I was right but the agent couldn't accept what I was saying and just kept saying we tried to contact you.. he sounded very young and not experienced at all in customer service. After about 5 attempts of asking for a manager I was finally put through and advised this to the manager, and they understood exactly what I was talking about and that it was a breach of contract, so we met half way in which I pay £30.. and give the router back, which I think is fair considering I didn't fully give notice in the first place, but what a lot of stress this was.. I wouldn't recommend these guys to anybody purely based on the customer service as its ridiculous, the agents are so patronizing and sound like they just left school.. however regardless of this, the broadband was really good and fast..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Glasgow Direct Save  
The broadband speed is slow at times I think it could be better
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Glasgow Direct Save  
l will end my agreement on 01/02/2020 l fee the broadband is rubbish it is very slow and cut of have to start over again not good for the money i have to pay l am sick of phone help line
  • Speed
    1 star
glasgow Direct Save  
Very good service when there is a problem which is very rare it is dealt with promptly and unlike other companies they do not put up their prices everyyear
  • Satisfaction
    5 stars
Gloucester Direct Save  
Like so many other reviewers on this site, my experience with Directsave Telecom has been utterly appalling.

When I decided to switch to another provider, I initially made the mistake of not giving 28 days notice, for which they charged £54.45 "admin fee" and router charge. As soon as I realised this, I used the new provider's cooling off period to cancel the switch, checking very carefully and repeatedly with Directsave that if I did this they would not take this charge. Their employee checked with the manager, confirmed that the charge would not be taken, and emailed confirmation.

Shortly afterwards the £54.45 was deducted from my account by direct debit.

Following multiple attempts to contact DST by phone, which were either unsuccessful or resulted in pointless conversations with people who knew nothing about my account, I cancelled the direct debit and gave 28 days notice to leave.

Since then (this was in November 2016) they have been sending me bills with the £54.45 still included, have demanded rudely that I send the router back, despite there being no mention of sending the router back anywhere in their Ts & Cs, and have billed me for service for the whole of November and December despite the fact that I left them in mid-November. In their latest bill they appear to threaten me with court action.

So ... like many others, my advice is DO NOT EVER, EVER THINK OF USING DIRECTSAVE - GO ANYWHERE ELSE.

By the way, I am now paying much less for 52 MB fibre than I was for 4MB with DirectSave.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Gloucestershire Direct Save  
Been with them a long time now much cheaper and more reliable than BT,customer services have always been good everything has been fine only recently broadband has been stopping now and then,only last a couple of seconds then comes back.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Grays Direct Save  
Moved to our new home and made sure we had sorted out the internet prior to moving in. 10 phone calls plus on hold 5-10 Mins at a time, no call backs and on Saturday no engineer available so not great service at all! Especially frustrating when your told they will set it up a day later to still having no net. Asked for refund
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Great Yarmouth Direct Save  
Great price and a terrific company!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Grimsby Direct Save  
Terrible my kids are buffered constantly
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hailsham Direct Save  
Terrible service from broad band to customer service can get a call back cant cancel currently communicating through the ombudsman as it's so bad complained to CEO many times DO NOT USE THEM PLEASE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hailsham Direct Save  
Was constantly kept up to date with progress. Router arrived well in time and worked straight from the box
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Hamilton, Selby Direct Save  
Poor Servicervice, Slow Speed, Over Priced
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harrietsham Direct Save  
I moved providers because I wanted to cut costs. Direct Save were more expensive than my last provider so a year later I moved again. They slapped me with a bill for £19 and immediately threatened me with dept collection if I did nt pay. All that despite paying a months rental in advance and only using the provider for half a month. No refund. These people are not nice. Stay clear of them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Harrogate 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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