Direct Save Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Direct Save.

Recent Customer Ratings for Direct Save

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

Based on 100 customer ratings since 2019-12-17 (Show all time ratings)

Visit Direct Save   Read our Direct Save buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

434 Customer Reviews over 11 pages

  • Reviewer
    Location
    ulverston
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    OK overall. broadband a bit slow but the whole area is a bit hit and miss. Price good.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Broadband could be better
  • Reviewer
    Location
    Hartlepool
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    Rural Warks
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    I have over 10 years experience of Direct Save Telecom. They always solve the problems we get in a rural area where we are lucky to get more than 2mbs.Their technicians are patient and easy to understand. I wonder if some of the rude reviews are the result of the manner in which some customers address the staff?
  • Reviewer
    Location
    Wallasey Wirral
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Cheap provider. Router is of good quality however I live in a 4 bedroom house and reliable service further away from router can be hit or miss. The speed does slow below the 30mps I'm suppose to get especially after 5pm. Customer service was OK when I phoned with a problem it was sorted however I was kept on the phone for half an hour why the person tried to reset my broadband and get me back online.
  • Reviewer
    Location
    GRANTHAM
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    not a good start as I started 9 nov 2020 to date Direct Save have taken £63.75 for just standard broadband and the month not finished yet.
    I had to contact them about the monies taken and why the bill is not clear.it appears they have taken money they should not have and have to wait for my refund.After requesting paperless bills was sent a bill .Customer service have been polite it is true you have to wait to get through to talk. I can say after leaving the post office Direct Save have provided me with better Internet connection but is early days to compare.I was concerned as my first month is not billed as a month because it started on the 9 November and instead of being billed to 9 December its only for the end of that month which I find bizarre normally doesn't matter when you start your billed monthly.
    Also being charged to call customer service from your land line is a bit petty I have always been able to call customer service from the providers land line free and pointed this out as with all the problems listed above
    Its up to Direct save to keep me as an ongoing customer some of the above needs to be addressed I do not agree that before your contract starts fees should be taken from your bank in my case my contract started 9 November 20 and was billed £44,80 October 20 before contract started
  • Reviewer
    Location
    Foxhall Ipswich
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    CAMBERWELL
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I signed up to Direct save 2 months ago and I must say I was very impressed with the package I was recommended by. A gentle called Tony, offered me the Broadband Deal.The pricing was a great saving, and I have saved myself £37 a quarter. Thank you for helping me.
  • Reviewer
    Location
    Hereford
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    broadband speed is weak BUT service from directsave is good
  • Reviewer
    Location
    FELTHAM MIDDLESEX
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Broad band tend to cut out every so often.
  • Reviewer
    Location
    Tooting - London
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    So far so good but after a year, 30% increase?? And without warning or explanation?? That is insane. I'm about to terminate my contract...
    It's abuse!!!
  • Reviewer
    Location
    Frodsham
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    Norwich
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Good supplier but speed poor even after an alleged improved fix
  • Reviewer
    Location
    Northumberland
    Reviewing
    Direct Save
    Date
    Ratings
    • Customer Service
      3 stars
    Comments
    The customer service when you actually reach an engineer is pretty helpful, just don't call after 8pm or you get a a promise of a callback that never materialises.

    The broadband itself is an absolute omnishambles, 5 times in the space of 2 months myself and my family have had to call because something in their system keeps slowing the Internet down to under 1mb/s each time they say it's fixed only to happen again a couple weeks later.
  • Reviewer
    Location
    Derby
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    I had a price increase on my account of which i knew nothing about. I contacted direct save was told i was now on a variable contract so i said can it be looked at to be fixed so I know how much it is each month and i am still awaiting a reponse. Not impressed.
  • Reviewer
    Location
    Worcester
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Since joining Direct Save on a 100mbps contract I’ve received on average 67mbps hardwired. Wireless is around 15-20mbps. When contacted I was told DirectSave weren’t to blame, there were no faults on the line and it was down to their supplier. Their supplier asked me to jump through hoops to prove that my connection speed was slow.
    It was determined the router is not fast enough to cope with 100mbps. The only way I could get a better router from DirectSave was to upgrade to 300mbps or pay £79.99.
    Wonderful. When my contract is up I’ll be swiftly moving on. The customer service and willingness to help around technical issues is let down greatly by their speeds.
  • Reviewer
    Location
    Hethersett, Norwich
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    seem to get high phone call prices ie 0844 etc nos 6.00 for 18 mins
  • Reviewer
    Location
    Coalville
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I thought I was completely satisfied and happy with direct save until today when I found out there is a limit of 1500 minutes per month I was shocked that is only 48 mins a day I can use that on 1 call,I am home all day and make a lot of calls to friends and family.After speaking to a customer adviser who was very sympathetic and polite, I have now got to watch my minutes until my contract runs out as I have only been with them for a couple of months and paid my line rental upfront for 12 months, I have got a long wait before I can leave them,unless they come up with a better deal before then.SUCH A SHAME.They charge 14p connection and 7p per minute over the 1500 limit,SCANDALOUS!!!!!!!!!!!
  • Reviewer
    Location
    YORK
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    14th Aug I reported severe line crackling
    and intermittent\very slow broadband. Until the 25th they continually said there was no problem. At this time I asked them to test my router. I got a quick return call to confirm a fault. An engineer was requested and we were told to expect him on Tuesday 28th. We waited in all day - no engineer. I called Direct Save again and was told the engineer would attend the next day but we did not need to stay in as there was no need for his access. At 9.05 on our way to the super market we received a call from the engineer asking us to return home as he needed access to out home. Fault was rectified at 5.20 that day. We were offered approx 2 weeks refund which was increased to £20. Given the inconvenience and extra costs involved (returning from shopping, use of PAYG mobile for calls for over 2 weeks and return from shopping ) I am very disappointed and asked there agent to register my dissatisfaction.
  • Reviewer
    Location
    North East England
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I often find I cant connect or it takes a while to do so. Lately the problems seem to be getting worse.
  • Reviewer
    Location
    Forfar
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Poor customer service.been waiting five months for a call back.
  • Reviewer
    Location
    barry. s wales
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    broadband goes off regularly for a minute or so every hour.
  • Reviewer
    Location
    Ballater
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The customer service from Direct Save is very good with little waiting to contact and speak to a staff member. However I was never informed before the contract was agreed that the Broadband could not be guaranteed in terms of reliability and speed. I was with BT and it would appear that they could have done better. It is very poor and I am paying top rate.
  • Reviewer
    Location
    Lymington
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    No internet for nearly 2 weeks. Constantly being told " update in final stages" How long are final stages? Proverbial P*** up in brewery comes to mind.
  • Reviewer
    Location
    Norfolk
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Customer service slow and unhelpful. Broadband keeps disconnecting, internet buffers, but according to Direct Save, they are giving a good service.
  • Reviewer
    Location
    Cambridge
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Unreliable due to construction of house in new development. I think this seems to affect all providers in this neighbourhood.Have to reboot at least twice a day.
  • Reviewer
    Location
    castle douglas
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    my broadband speed is very slow,I have been supplied with a new router but it made no difference.
  • Reviewer
    Location
    Manchester
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Terrible customer service, they treat customers like morons, service can be intermittent, when you have a problem you can forget all about being treated like a person, the staff here treat all customers like idots - the "sales" department are quite friendly, but once you're on the hook you get downgraded to trash.
  • Reviewer
    Location
    Colchester
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Ok in terms of speed.Horrible experience with customer care.Very irritating explaining same thing to again and again to technical support.Barring one expert in technical support ,all others irritated me.Also termination team will go to any length ( on negative side) to keep the customer.One of them even used threatening terms which is not acceptable.Keep increasing their price and not very competitive in terms of pricing with new service providers.Almost went on to complain OfCom about their conduct and handling of the complaint.
  • Reviewer
    Location
    Dorset
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I am trying to get hold of someone to find out how to change my password, I have now been trying for two days ! No info on website. There is no email address at all, and phoning just gets message "lots of calls waiting", hopeless. I have had enough.
  • Reviewer
    Location
    Wisbech
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I have been with DST for many years and only had a couple of minor broadband issues which were resolved quickly and professionally. So I was a bit bemused when reading the poor reviews initially"........but recently I had to call technical support and the usual competent technical.person appears to have been replaced with someone from the "turn it off and on again" team. Also I wanted to upgrade to fibre but the Sales team don't handle that and said I should contact customer services but refused to transfer me. I now know why.........I spent 15 mins every day for 6 days trying to contact them without any success. I resorted to requesting a callback. Five days later I got an email saying I should call them!!! WTF something has changed this year and not in a good way.
  • Reviewer
    Location
    kilburn
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    Comments
    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
  • Reviewer
    Location
    London SE
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    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
  • Reviewer
    Location
    Redcar
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Have to keep rebooting system and works fine but need router moving
  • Reviewer
    Location
    Worthing
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Very poor speeds. Pay for 300mbps and only get 100 - 150 max, dips to around 2mpbs in the peak hours.
  • Reviewer
    Location
    MK
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    The broadband is ok but the customer service is utterly shocking! If they weren't the lesser of two evils of only two possible suppliers on my estate, i would never use them and will never recommend them.
  • Reviewer
    Location
    DERBY
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    only provide broadband no tv
    they do not allow you to change provider
    as they don't allow access for other providers to check exchange speed
    don't inform you when your 12 months are up
  • Reviewer
    Location
    Harrogate
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    Dalnabrec
    Reviewing
    Direct Save
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Having recieved 4-5 hubs in the first 12 months, had an unanounced increas in my broadband price I am not at all imprest with the service

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.