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
    3.4 stars
  • Speed
    3 stars
  • Reliability
    3.3 stars

Based on 119 customer ratings since 2019-11-11 (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.

427 Customer Reviews for Direct Save

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Reviewer Location Reviewing Date Ratings
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  
I am reasonably happy with Direct Save Telecom; some small problems which have been sorted with a phone call; very kind and understanding people there. Thanks.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Hartlepool Direct Save  
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.
Haslemere, Surrey Direct Save  
Very satisfied since changing to Direct Save last year. Much cheaper than previous supplier.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Reliability
    3 stars
Havant Direct Save  
I'm perfectly happy with Direct Save an an ISP - hasn't failed once in the past 6 months (so haven't called customer service)and the telco rates are cheaper than elsewhere.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Haywards Heath Direct Save  
broadband speed is weak BUT service from directsave is good
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Hereford 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  
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!!!!
Herfotdshire Direct Save  
Had to speak to Direct Save on a couple of occasions due to bills being more than quoted when i signed with them. I have to be that some of there customer service skills are to be desired. Was told I would get a credit on my account for having to call up and not being happy with the service, but then that credit never got added so had to call again.
The broadband is a bit slow in our area and i think it is quite expensive for the service that you get. But we brought a Persimmon Home and you get tied into a deal with a choice of 4 providers which no one has ever heard of.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Hethersett, Norwich Direct Save  
As good as it can be given the broadband speed available.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
High Wycombe Direct Save  
Great customer service, very reasonable pricing and plenty of download capacity. Haven't had any a single issue in 12 months - definitely recommended.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
High Wycombe Direct Save  
I have to agree with the other comments.

First their online web registration system is a total failure. I went through the process countless times giving all the information requested, direct debits etc. and the final 'submit' button takes you back to the start. At first I waited a few days for the conformation. Then I tried again. and again then gave up and telephoned them.

"Do you want a router?", I was asked. "Not if I don't need yours, I have half a dozen routers already!", I replied. The router came regardless and I was charged for it.

I pre-paid the annual line rental but the monthly bill was much higher than expected. I was being charged for 'caller ID' more per month than the charge for internet and the calls package combined! I had never asked for this, was never told about before and never given the option not to have.

I had to threaten legal action to get the caller ID charge removed and customer service were totally dismissive and patronising throughout.

I have found this site today because my broadband connection has become extremely slow and unreliable. I cannot even get the braodband speed checker to give me a figure because the connection won't hold long enough. Let us just say that the speed is insufficient to listed to the radio with iPlayer - less than old dialup speeds of 28 kbps.

Avoid, avoid, avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Huddersfield 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  
Sometime the WiFi is weak and inconsistent.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Ilford Direct Save  
I've been with Direct Save for a few years now and paid in advance for phone and £1.95 a month for broadband so I put up with slow speed But recently Broadband has been very unreliable Have decided to leave and they've sent me termination invoice of £304 which is roughly 20x my monthly bill. tried customer services to get written breakdown of bill and won't send, ask for manager and none available, also very unhelpful. Worst decision I ever made switching to Direct Save (big joke as cost more in long run)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ilfracombe Direct Save  
I find the supply generally reliable and am very happy any time I have cause to speak with Direct Save.
The local speed is low but that is not particualr to any 1 supplier
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Isle of Iona Direct Save  
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.
isle of wight Direct Save  
Waste of time, its forever going off! I'm sick of it, they left me with no broad band for over a month, no phone for two weeks and I still had to pay for it, wouldn't recommend it to anyone.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Jarrow Tyne and wear Direct Save  
Crap service, crap support crap everything. Dial-up is quicker. No point phoning, they just lie to you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent Direct Save  
The broadband continually fails to work. Never works at weekends and rarely works most evenings. It will connect for a short time then it goes down. Better during the day but will definitely not use this company again! Will change my provider as soon as my contract is up. I have called to complain and they have written a ticket but never had a call from the engineer, even though they say I might if there is a problem. Which obviously there is as it is not resolved after 4 months of complaining!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
kent Direct Save  
Incredibly slow internet! Cannot wait until this contract is over so that I can switch to another provider.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
Kent Direct Save  
At first it was fine I told them I wanted invoice to review my bills but sent nothing and was charged I did not realise this as I could not get online they had not registered me on the system when I informed them. Eventually I was able to review my bills but if you do not see them online in time then they are gone, you should be able to review bills you have missed.
I had threatening text messages stating that I had not paid my bill even though it is direct debit. I called customer service and they confirmed it was a mistake it was paid and they apologised it would not happen again but yet again I got another threatening text message for a new bill. I once again called customer service and they said I must of disabled my direct debit which I had not done and they had blocked me from getting internet as they stated I had not paid 2 of my bills. I called my bank and they stated directsave had not taken any money and that's why there was a problem.
I contacted directsave again and informed them and they realised it was their mistake they had not taken payments for the bills. There has been constant incompetency on their part to make sure the bill is paid. They had also taken £9.95 for membership fee that I did not agree to and had to get them to pay me back the money they took out without my permission. I feel this company need to train their customer service and account department on how to manage payments and to make sure to thoroughly check why it has not been paid before threatening customers
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
kilburn Direct Save  
This company used to have an 0800 number - not now. Customer service is terrible. Waited 20 minutes for answer. This was bad enough when 0800 number now have to pay to wait.
  • Satisfaction
    5 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Kirkintilloch Direct Save  
Excellent service especially as I live in the country.. Never had any issues since I've been a customer..approx 3years..
Keep up the good work.. I have recommended friends to move to direct save and they too are very happy
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Lanarkshire scotland Direct Save  
I know that some folks are not happy and I respect their views, but nobody seems to have mentioned the one advantage that DST have over most other companies. If you ring a call centre of theirs, you get a genuine English voice replying, rather than someone speaking semi-gibberish while thinking that they speak English perfectly. There is no hour long telephone call because neither side can understand the other and each keeps asking for a repeat of the previous statement.

Yes, DST has its faults (no company is perfection personified),but for the price you pay, the after sales service is easier to handle than BT and others.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    5 stars
Lancashire Direct Save  
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.
le soulie Direct Save  
Haven't set up the broadband yet so not sure about speeds but just felt like I had to say how lovely the customer service lady at the call centre was. So helpful and friendly!
  • Customer Service
    5 stars
Leamington Spa Direct Save  
Good service. Connectivity has been the only problem, which is something that customer service were really good at sorting out. Martin provided 5* customer service when I needed support and since then my broadband has been 100% reliable.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Leatherhead Direct Save  
Have been with them for more than 8 years now and they have always been helpful and so far have been able to provide excellent service to our house.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Leatherhead Direct Save  
I've used their service for a year & changed the provider the first chance I got. I was initially charged additional £25 due to their mistake while changing the provider. The speed & the connection was bad, so I complained. I was provided with slightly better router which improved the speed slightly, however I was charged £50 for it as they claimed that they never received the original router I returned by post. It would have been much cheaper to go for fibre broadband with other providers. Don't think you'll be saving money, their service was more expensive than any other company I have used in the past.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Direct Save  
Excellent value for money! Switched from Sky a few years ago and not repented! Boradband speed is better than Sky but could be improved.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Leicester Direct Save  
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.
Leicestershire 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  
Watch out for the 28 day notice fee. If you move away from them and your new supplier doesn't give them 28 days notice which they usually won't then this shower will charge you £19.50. My best advise is to avoid them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Lincoln Direct Save  
So completely disappointed with this awful service! When fast fibre cam to our village, we decided, in March, to switch to their fast fibre broadband (we already had their standard package). Come August, we still hadn't recieved our new router, so we asked them again to change to the fast fibre - thinking it would be more simple and less hassle than just changing providers! After ringing on a weekly basis, having been paying for fast fibre, without the service, since August (they hadn't charged us in March for some reason?)we STILL haven't received our router. AVOID AT ALL COSTS!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincolnshire Direct Save  
I've been with DST for over 7 years now and it's been quite some years since I last had a problem. That was when my router expired, but after one phone call or one email - I forget which it was - I had a new one shipped immediately and I received it in 3days. I recall having some minor connection problems when first signing-up with them in 2012, but I always had good service from them and no long waits for the phone to be answered. In comparison my previous and more famous service provider was abjectly awful - so bad that I'm surprised I've never given them a 1 star rating! While I appreciate that some people have had bad problems with DST, based on other reviews here, I've never had any serious problems, plus in the last 3 or 4 years not a single one.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Lincolnshire Direct Save  
I have been with this company a long number of years and have nothing but praise for their service. Their staff are knowledgeable, helpful, polite and friendly and do what they say they will do.
Over the last week we have had problems with falling and erratic broadband speed. On contacting DST they ran various tests which ultimately indicated router problems. A new router was despatched as promised. Regrettably I had problems setting it up but Lewis at DST spent approaching two hours on the'phone with me and sorted the problem. Result broadband now working better than ever.
I think some of the negative reviews are sour grapes whilst others could be personal conflict arising from how the customer approaches any problem.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Lincolnshire Direct Save  
Purchased a deal package for my grandparents to enable them to keep in touch with family abroad at low prices. they've never been happier, finally discovered skype and internet. great deal from a friendly company
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Liverpool 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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