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
    2.5 stars
  • Customer Service
    2.6 stars
  • Speed
    2.5 stars
  • Reliability
    2.4 stars

Based on 100 customer ratings since 2018-07-21 (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.

364 Customer Reviews for Direct Save

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Reviewer Location Reviewing Date Ratings
Appalling service from DST. Internet not working for a month now! And logged 3 calls with no call back from an engineer. Rude and arrogant customer service ... one of which disconnected the call when she heard my frustrations!

Pity I've only just read all the terrible reviews about DST as I would have never signed up in the first place.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Crystal Palace Direct Save  
Do not go anywhere near. They lie steal and rob you at every opportunity. I have been overcharged given false information and even been entered into another contract that I no anything about. Talking to Trading Standards on how to deal with it all
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stourbridge Direct Save  
I have not had problems with my broadband but whenever I have had a query the staff have been really helpful
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Thirsk, North Yorkshire Direct Save  
I have had no problems with this supplier and it is much cheaper than my previous one.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Central Scotland Direct Save  
I can only say their customer service is excellent and not to be outdone by any bigger company. Fixed my line in minutes.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
ROMNEY MARSH 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  
Recently left due to very poor broadband service only to be given a £19.50 administration charge. My advice is don't go there.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
South Wales Direct Save  
Overall pretty good only complaint is the amount of time it takes to get through to speak to staff member when phoning.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
North Shields Direct Save  
They accuse you of lies when you complain or report the complaint. One of them even said: "I can't be bothered with that" whilst I try to report a technical problem.

Don't say you have not been warned.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Berkshire 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  
AVOID AVOID AVOID, no response to emails, took 70 minutes to speak to a customer service rep when I was apparently 6th in the queue. Customer Service rep had no idea, obviously has not been provided with appropriate training, tried to quote me me GDPR, shame Information Governance is my job. Have cancelled as no contract, as no response or info from them as to when service will be provided, 13 days after signing up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norwich 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 been with direct save phone and broadband, for 3 yrs, I have not had a lot of reason to contact them, but resonantly I had a problem with modem,(I did not know this at the time of phoning)I can not fault the service given, fast and efficient. Best I have ever had from any supplier's in the past, and I am in my 60s.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Sible Hedinham, Essex 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  
I was connected to 'Direct Save', in April last year and was on-line in about 5-days of ordering the package from the web. Although, everything went fine for about a week, my router kept started dropping the 'DSL' line eventhough my phone was working as promised. I phoned the support line, told them of the problem, and after a short 5-minute wait, the advisor said that the trce revealed that the router was failing and that he would send out a new one. In just 2-days I had the new router. I replaced the old one, and within minutes I was back on-line. I began a ping/speed test and found that the speed had increased to just over 9mb rather than the 3.2mb that I was getting before. As the original estimate was around 7mb for the area. I am totally thrilled with the results thus far and can't really say much, only that the service is 'Top quality'. The best that I ever had from any supplier. My last ISP was 'virginmedia' who, kept increasing their prices. So, all-in-all I've cut my internet bill by ³⅓ or £27.40 and we are very pleased to know that these people are true to their word. Top marks for an outstanding service...
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
ROMFORD, Essex 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  
No information supplied on how to connect to the pre-installed equipment in our new build. I was able to work it out myself eventually but there's always the question of whether I did it correctly. I did have some issues with dropping connection and the telephone customer services people were most helpful, it took several goes at sorting the problem but with their help we got there in the end. Direct save also offer a group saving scheme, and an online account, these and other services have never been explained to me, should I have got an info pack on signing up? Who knows.
Internet connection is good so no complaints there. so in short
sales team and info , lacking.
customer support when i had a problem, excellent.
Connection & speed excellent.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Worthing Direct Save  
Bloody useless ....Only had them about a month just got my first bill......Wi fi down and can't make contact ......Paperwork said do not reset ......Biggest regret signing up with them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
lowestoft Direct Save  
I often find I cant connect or it takes a while to do so. Lately the problems seem to be getting worse.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    2 stars
North East England Direct Save  
Been with Direct Save for a few years now, price is competitive, speed is fine, we stream movies and I work on my computer. It drops out every now and then but nothing that really effects what we do. All in all I am happy otherwise I would not stay with them.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Warrington, Cheshire Direct Save  
I was promised that the "service" would be connected on 20th May 2011. On 27th May 2011 I returned home (I was away for a week) and the line rental was with DST, but the broadband was not working. It seems they botched up and it has been delayed till 2nd June.
Their customer "services" were useless. Calls that they promised to return weren't returned.
Avoid at all cost!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Direct Save  
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
watford 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  
Very reliable service of broadband ,would recommend direct save to family n friends
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Merthyr tydfil Direct Save  
Have to keep rebooting system and works fine but need router moving
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Redcar 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  
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."
Midlands 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  
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  
Haven't had internet for nearly a week, customer service is terrible, keep telling me the same story, wouldn't recommend it to anyone
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newtownabbey 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  
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.
Sutton Coldfield Direct Save  
Abysmal rude customer service. Check terms & conditions as they will charge £20 when you leave even when out of contract & £35 for the router they provide even though it's faulty.
Look else where as this company are very much amateurs!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
UK 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  
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  
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  
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  
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!!
bedford Direct Save  
Absolutely awful. One of the most frustrating companies I have ever had to use. Prices change without notice. Speeds are slow. They never return calls when they say they will.
York Direct Save  
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  

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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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