Direct Save 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
    3.3 stars
  • Customer Service
    3.4 stars
  • Speed
    3.1 stars
  • Reliability
    3.1 stars

Based on 215 customer ratings since 2018-04-22 (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.

350 Customer Reviews for Direct Save

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Reviewer Location Reviewing Date Ratings
I have been a loyal BT customer for 25 years until I found out they had put by bill up 20% without informing me and wouldn’t give me a better deal unless I committed to an 18month contract. Moved to direct save on a recommendation and they have been marvellous, the customer service is fantastic and the phone and broadband are reliable, I had a problem connecting and they answered the call in under 2 minutes and sorted in 1 minute. They can’t do enough for you. Exceptional service.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Devon Direct Save  
The signal strength in some parts of my house was weak. I asked for advice on a local FB forum and one suggestion was to contact the provider and ask them to change the frequency. The 2nd one was to instal a range extender.
When I spoke to Directsave, I got the same advice and since installing the range extender, the signal strength has improved a lot.
  • Satisfaction
    5 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Leyton 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  
They deserve 0 star. There are so many hidden charges which they won't tell you when you order your broadband. Once you sign the contract, they will send you a bunch of bills. They hung up if you call to complain. Do NOT ever deal with this company if you want a peaceful life.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge shire Direct Save  
Not totally happy. Internet 'drop out' happens frequently which is irritating
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Ware Direct Save  
Transferred from a major supplier to DirectSave. It was not seamless. Over a day to get everything working - that's a day without any phone line or internet. Speed is now one tenth of what I had before (about 0.6Mb download speed, compared to their advertised 17Mb and 7Mb with the previous supplier). Think twice before transferring
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
London SE Direct Save  
After years of suffering other providers this facility is a real pleasure.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Oakham Direct Save  
Do.
Not.
Touch.
With.
A.
Ten.
Foot.
Bargepole.

They are lying, dishonest and incompetent.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Direct Save  
Due to living in a new build can only go with 1 of 4 companies initially went with direct save before reading the reviews and on reading the reviews immediately after tried to cancel was made aware that there was no cooling off period and no chance of getting a refunding or cancelling this was not made clear at any time and was told to read the terms and conditions however the router did arrive the next day and was easy to install my 16 year old actually did it herself. I have had no issues with the broadband service at all at the moment and so far in all seems well. The customer service is admittedly not that professional and when I mentioned I had wanted to cancel due to negative reviews the lady I spoke too was quite defensive and a bit rude but calls were answered quite promptly so all in all I guess I can't complain too much at this stage.
  • Satisfaction
    5 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
London Direct Save  
I have been very happy with Direct Save since day one when I left a major Broadband supplier as its customer care was so poor. In contrast, Direct Save customer service has been excellent, partly because you can make contact and talk to people and they are in a position to respond positively (unlike a call centre in Asia!). I would thoroughly recommend Direct Save - and more importantly I live in a fairly remote rural area and I have excellent broadband (which is what Direct Save said it would be) again unlike other major suppliers.
West Cornwall Direct Save  
The best broadband provider we have encountered.
We were messed about by Virgin when trying to maintain our contract on moving to rented accommodation .
Had 2.5 months without broad band!!
Direct save sorted it within 3-5 days, have excellent technical back up when I was unsure with regards a fault and if I’ve had any questions regarding any thing
I haven’t been sitting on hold endlessly waiting to speak to a parrot who can’t speak English properly.
I would highly recommend Direct Save down to my positive experience.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Salisbury 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  
Worst broadband ever !!costumer service rubbish!stay away from them..!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mansfiele Direct Save  
I hated the experience with this provider and hope I never come across such company again. Can't believe a company like this could still operate in 2017 UK. Charged £196.57 for nothing and then refused to refund me that money. Very dishonest. Stay away from this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
colchester 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  
Signed up last month and already loving the service, had a problem with setting up the device and customer service instantly provided a solution, was on hold for no longer than 20 seconds and was done setting up within 5 mins.

over the moon with the savings im making was originally spending way too much for so little with Plusnet, glad im rid of them!
after reading the reviews of DST im glad to say i believe its the vocal minority, they saved me money and gave me a no nonsense service! reccomended!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Herefordshire Direct Save  
When I lived in town it was fine but when I moved the transfer was a shambles and I had to go 4 months without broadband. Customer services are a joke. Got tied up in a contract which ends this month. I can't wait to be rid of them. Line speed is inconsistent and I have to reset the router every day. I do not recommend this company to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Somerset 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  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Powys 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  
awful speed and awful customer care. they accused me of lying when I said previous provider was getting 13-15mg download, whereas directsave only giving 5-7.5mg.
  • Satisfaction
    1 star
  • Speed
    1 star
bideford Direct Save  
Simple -they are Lower than low
1-They take money out of your account without any notification /warning
2- direct saves inner departments don't talk to each other -no clarity know literally have no idea Even though they say "will look into this "
3- They lie / scam /deny knowledge /thus banging your head against a brick wall (literally for hours )
Horrible company ran by horrible people
AVOID AVOID AVOID AVOID !!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
manchester Direct Save  
all was great to start with until after a few months into the contract the price kept rising and I needed my phone line moved to have some work done on the property, so I phoned direct save and was told we don't deal with it and it will cost about £160.i phoned bt and they said I have to call network provider. I called direct save again and they said they cant help, I said I would cancel the contract and was laughed at over the phone and told ok you will pay an early cancellation figure of £100,please don't get caught with these crooks, I will certainly not go back to them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
norfolk Direct Save  
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.
Newcastle Direct Save  
Amazing prices, I opted for paper billing because I didn't believe how cheap they were. Just changed to online billing over the phone, got put through straight away, fantastic customer service. Iv had the service for a year now and Iv had no problems with Internet speed or anything. Would highly recommend! Thank you Direct Save for a stress free survice
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Southampton Direct Save  
Service is rubbish.Plus they are vicious ,they instruct debt collectors rather than send a correct invoice.
Do`nt sign up you WILL regret it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SUTTON COLDFIELD Direct Save  
Short version, Don't touch em but if you do, read the small print and don't expect quality if you need service or help.

Had two contracts with these people, quit the first one early and was charged a fortune, yes I know I should have read the small print but the charges were many and sucked even more money away... The one that stands out is the charge of £40 for a none returned modem... Had I have had notification or similar I would have returned it and trying to get through to them and get a straight answer or someone to take action seems impossible...

Customer services don't exist, the staff seem ready to contradict you, so don't say Good Morning they may disagree on both counts. They will not answer email or back up their promises with paper or other actions.. They just dip into your account and take what they say you owe....

My other contract was terminated after the contract end, but they still managed to extract £19.50 for the transfer being done before the end of the 28 day notice period... Which I swear I didn't have to give.

The service on the domestic line was a joke too, every month the fibre seemed to switch down and I had to call the tech support who would fiddle with something or call a local engineer and within a day or so I was up and running but this happened repeatedly for over a year.

The tech people were helpful to be fair, but I would rather not have to speak to them if you know what I mean.

I have used BT, Sky and Talk Talk, all offer a more stable and superior setup and I have never been stung for switching or had to return a modem. Likewise service at my house at least has been smooth with the big players ... There are enough decent deals and short contracts out there with the big boys not to have to bother with the shop front companies like this.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Direct Save  
The speed of the broadband is only momentary and not consistent. When you call the customer service, the speed seems to be good and then it goes in few days. And to get in touch with customer services is a joke, when you call them, the automated message says to press 3 for services, but it won't take you through and keep repeating the same message. And if you are lucky, it will direct your call to customer services once in a while and mind you in case if you get through sales department, they are rude and simply ask you to be patient and redial the option again!!. Once you are through to customer services, if they are busy or not interested in taking the call, they will ask for account number and simple cut the call to make it look like call disconnected on its own. Being in a new home, we are restricted with few bad options to live with. I need to complain to relevant authorities to sort these people out now. I am getting fed up of their services and arrogance.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Milton keynes Direct Save  
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  
would never have used this company if i had been told about the hidden charge. only found out after the inital first payment was taken and direct debit set up and they helped themselves to the hidden charges. they had not sent the router out by the time the next bill was generated. avoid this company.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
birmingham Direct Save  
i have just had 4 days from hell with this companay after they tried to take over my BT phone and broadband without my permission.

came home from a weeks holiday to find a email from BT to say that another company wants to take over the services at my address which i did not know anything about.

have had to make phone calls to bt 3 times in 4 days as this company keeps putting in requests to take over the services and i have to get BT to stop this every time.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
carshalton Direct Save  
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.
Berkeley Direct Save  
I have no idea why this company is still allowed to trade... Never get a bill for the amount the contract is for, extra charges added on, charged for minutes on landline despite paying for free minutes, is this company a prank on society or something? No one wants to talk to you, they send you rubbish hardware that constantly disconnects.

For a broker they are terrible.. People need to know they are not actually a provider, they just sign you up with Vodafone (i found this out later) and sell you a £25 a month contract for £35, and more... In the end i had to leave and go directly to vodafone as they were not the problem. I'm still receiving threatening letters, but i refuse to pay it. Wasnt fit for purpose.

Avoid if you don't like rogue salesmen..God help the pensioners these people have savaged financially..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Coventry Direct Save  
I am disgusted beyond belief at this incredibly rude and arrogant firm of sheisters. They speak to you like you are stuck to the bottom of their shoe. They interrupt constantly. They lie to get you off the phone. I have been conned and I am taking the matter to the person in charge of them. I told them I would never recommend them to anyone and I mean it. DO Not use them!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Direct Save  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Direct Save  
Awful awful awful!! I've just cancelled my direct debit with these and signed up to plusnet because after months and months of me emailing them and requesting call-backs (which they ignored 99% of the time) seeing as they don't provide a contact number anywhere it would seem, I've had no choice. I've had absolutely shockingly low speeds on my line and that's when it was actually working, which most of the time, if wasn't. They have done nothing but fob me off with excuses and are extremely rude when dealing with them over the phone. Paying £22 every month for no reason whatsoever, I finally had enough. I'm still in contract until December but they won't be getting another penny from me!! Cannot stress this enough - AVOID THIS COMPANY!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Shepshed Direct Save  
I left Talktalk early 2016 to join dst after 18 month of dissatisfaction with the corrupt talktalk. I'm now on cheaper broadband and better speeds with dst.After a couple of issues with dst in the early days, everything got resolved without problem.
b/b speeds, customer service and price are far better than talktalk. I'm happy.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Northumberland Direct Save  
Can't emphasise enough how much hassle this shambles of a company caused me.

They persuaded me to go for a slower internet speed as I explained that I needed my broadband set up as soon as possible, to which they predicted it would be 10 days. 28 days passed before one of them bothered replying to any of my communications to which they fobbed me off and told me that they were 'waiting on engineers.' a month after that communication I finally get told that an engineer is coming to my property (so at this point I have waited 2 months) and the engineer doesn't even turn up, so that's one day I had to take off work wasted.

At this point I am sick of the company so email them that I am cancelling my account. The next day I get an email billing me for the 2 months that I have had no service and telling me that a router has been sent to my property. I decide that this is the company acknowledging that I have been forgotten about and that they are sorting my problem, so I call them to ask why I have been billed for time that I have not had internet and they apologise, tell me that they will give me the money back and that my internet will be up and running when my router arrives.

Any customer of Direct Save will not be surprised to find out that I didn't get the money back and that when I plugged the router in it didn't work. I call up again and ask what has happened and after 45 minutes on the phone of the 'technical expert' insisting that I am plugging the router in to the wrong socket(?) she realises that maybe this has something to do with the fact that the engineers never turned up the previous month (I told her this 45 minutes previously). So she apologises and books for the engineer to come the following week.

Shocker - the engineers don't turn up again and when I call up to ask why, the girl at the other end of the phone tells me that they were never booked to come. I ask if she can just book me an appointment with the engineers as soon as possible and she tells me there will be a delay because the engineers need to assess my property before they can arrange an appointment, even though this is apparently what created the initial 2 month delay.

At this point it is nearly Christmas and I have gone so long without internet in my property I decide to just wait until the New Year to see if anything happens. 4 months after the initial enquiry and I am no closer to getting internet than I ever was. So I call up the bank to get back all of the money that I had given them (bare in mind I'd been charged for these 4 months) and to cancel my direct debit. Well shockingly I get a phonecall the next morning from them telling me that I need to pay them back all the money or they won't do anything more. I tell them that they haven't done anything yet and they won't get a penny from me until they do. Well with 2 stubborn parties unable to agree on how to proceed from there unsurprisingly my contract got cancelled.

The next day I went with BT (who were only £2 a month more expensive) and 2 weeks later my internet is sorted.

Avoid Direct Save.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Warwick Direct Save  
Appalling company, takes 3 months to reply to emails. I decided to switch to BT, whom I'd sworn I'd never use again, but anything was better than DirectSave. On two separate occasions DirectSave refused BT engineers access to my line to prepare for the transfer and in each case I had to place a new order with BT. Eventually BT installed another line, at no cost to me. Although I had told DirectSave when I planned to stop using their service, they didn't even notice that I'd done so, but phoned my mobile to inform me that they would stop the service unless I reinstated the direct debit. When I told them to go ahead because I wasn't using it anyway, they sent me a huge invoice including £30 for the router. I sent this back, taking the precaution of doing so by what used to be called Registered Post but have had no acknowledgement. Not have I received another invoice minus that charge. The service is a total shambles, I suspect it's cheap because they deliberately economise on staff, which is why the service is so poor. AVOID THIS ONE LIKE THE PLAGUE!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hurworth, Darlington, Co. Durham Direct Save  
This is the worst broadband & telephone & customer service I have ever had I have had so many issues with this company for different reasons. I wouldn't recommend them to my enemy as they would recieve the message as the broadband services are slow. Maximum 80mb for about £46 per month. It is a second rate service from a second rate company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bedfordshire 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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