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 120 customer ratings since 2019-10-23 (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
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  
When trying to watch netflix or play online games on ps4, the internet always buffers and chucks us off games etc. We often have to turn the wifi off on our phones if we want to watch netflix without it buffering for long periods, which is not ideal.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Lowestoft Direct Save  
Overall not too satisfied the customer services just put the phone down on you when they feel like and don't ring back so you have to que up all over again the customer services isn't the best I had my broadband disconnected for a week and they didn't inform me I had to ring up find out the problem they didn't rush to sort it out. Broadband speed is okay I guess when it works that is. The staff are rude and don't rush to sort anything out for you they over charge you on your bill sometimes too with out telling you. Wouldn't recommend to anyone searching for broadband !!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Runcorn Direct Save  
Ok until you actually need to talk to someone in customer service, tried calling and emailing to close my account and so far no reply, call back.. just got the run around.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Teddington Direct Save  
My best advise to anyone is choose another provider!!!Deception,false information,account errors and ..i cant emphasise this enough, an appalling,terrible,misleading and time consuming customer service (If your lucky enough to get through to them).If i could leave a negative reading -1000000 i would !!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
ST. ALBANS 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  
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  
Direct Save got their billing wrong throughout the term of the contract then they deducted more than £300 from our account via Direct Debit even though the amount was in dispute. They said they would refund it but they didn't. We are now awaiting the end of the 8 week period before going to the ombudsman
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Chorley Direct Save  
Direct Save should be avoided (and ideally stopped from trading!) They cheat & mislead the customer into paying far more than for any of the supposedly more expensive providers (e.g. £54 charge for not returning the router which never worked and they didn't ask for the return of!). Also the contract defaults to a far more expensive one at the end of the initial period, but they don't tell you when this is about to happen, or when it HAS happened! Don't bother to complain either - "customer service" consists of a gang of rude oiks who will pretend not to understand their own language before helping.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Aycliffe Direct Save  
I have been with DST for over 6 years. At first they were great. The past 18 months have been terrible. Incorrect charging, service drop-outs, inconsistent advice for customer services. I have requested on-line billing (many times) and they still can't seem to manage that (I still get paper copies!). I have asked for my MAC code twice and am still waiting. Excuse after excuse. The sooner I can leave the better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Direct Save  
Apparently I can't be connected, after numerous phone calls, going through various stages & log-ins on computer and two routers, I have never received broadband from the start of their service.
  • Customer Service
    2 stars
SHEFFIELD 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  
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  
What they fail to tell you is after the VAT and added cost they are no cheaper than their competitors and unlike a larger company have no real customer service. I am going to quit.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Ramsgate 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  
When I first signed up to direct save I called them to discuss cancellation policy should I wish to. The lady who I spoke to was so rude and argumentative and in the background I could hear other staff being exactly the same. Terrible attitude!!! The internet stops working at least a few times a week, I don't bother calling customer services as I don't think I would get very far. The speed of the internet isn't too bad for what we use it for. But I won't be renewing my contract with them!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Rochford Direct Save  
Be careful when signing up for the month by month contract, there are lots of hidden boxes and clauses which mean that you can't get access to the month by month contract and it is made to be very obviousness. If you want to leave they you have to pay a massive fine. They hike on hidden charges constantly so you always have to pay close attention to your bill. Regularly had problems with the box sometimes would be without broadband for a couple of days. If you want to call then you do usually have to spend between 20-40 mins on hold.
  • Customer Service
    2 stars
  • Speed
    2 stars
Yorkshire Direct Save  
As all others saying, they keep charging me about the services I cancelled on their web site. The custom service told me that I have to tell them by phone which makes the website totally a trap. I insist that they should be responsible for the bill and the customer service start threatens me that they will charge me for another £20 as I should inform them 28 days before I want to quit. I do not want to waste time arguing with them so I still paid the bill. This is indeed an unpleasure experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Coventry Direct Save  
I completed a contract on line but did not get the same contract. I was sent a router I said I didn't need. Paid far more than stated for the annual line rental (to be fair this may have gone up after waiting for connection so long) I haven't got the half price deal. I got charged £1.70 per month for paper statements I didn't want. Couldn't log into account on website. When I phoned I was told I needed to prove the contract signed regarding half price etc. Not too sure this review will send as connection is a bit hit and miss. Still cheep though!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Durham Direct Save  
Went without internet for 3 weeks, worst customer service, sent 10+ unanswered emails to their customer services email, extremely long wait times when trying to call them: 40 minutes - an hour.

Have been "put on hold" twice and then been hung up on because they have not known the answer to simple questions about my account.

Company does not call you back or update you.

The only plus is that once the engineer was eventually sent out, my internet is working. But it was an pain to get set up, and continues to be a pain after trying to confirm my refund and being hung up on...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Croydon 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  
Poor technical support for an unreliable service and equipment. APPALLING customer service - chippy ill-mannered call centre staff. Will be moving to another ISP.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Chelmsford 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  
was good at first (apart from rubbish set up advice) but now speeds are appalling (less than 3 down and less than 05 up).
Only chose them cos dont want a contract.
But no longer fit for purpose
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
sheffield Direct Save  
broadband was good but customer service is really bad not replying to E-mails over charging and every month the bill gets higher.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
wisbech Direct Save  
Intermittent connection, lack of customer service
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
West sussex Direct Save  
Sorry but the speed and reliability is a real let down! I’ve been promised a new router twice but still not received anything
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Bonnyrigg 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  
In 2007 I took them to court and won a judgement against them. They kept over charging me and would not resolve the situation. The customer service I received was appalling. Trading Standards said they could not help so I resolved it myself.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Scotland 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  
Customer service is poor just joined direct save had no invoice or nothing to say i have to put 25 pound after a couple of weeks of joining and i rang and have not been told nothing about this no letter or email so disconnected me customer agents start arguing with me over the phone if i dont pay this now we will cancel your contract and send you to debt collectors as a new customer i am discussed in the service im receiving
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Peterlee Direct Save  
Broadband has been unbelievably slow keep on having to reset box to even get slightest signal
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Wigton Cumbria Direct Save  
I have have been with dst for 7years with a break of 2years because they did not supplie vista .since i have gone back at first they were fine but in the last few months they have been hopless i have joind BT .But DST HAVE BEEN so kind and seent me a bill for£60 even though i had been without broadband for the last 2to3 months .
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
north wales Betws y Coed Direct Save  
Had prob broadband had engineer out sorted it.half hour after back to normal had 2nd engineer out took 3hrs to sort it both occasions told won't have to pay 31st October got hit with with 335 pound bill got in touch with direct save not got to pay first bill got to pay 2nd said no problem I thought happy Christmas waste of time have to go on the streets begging for Christmas thanks direct save they are like crocodile keep well away cancelling contract aprill
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Stoke Direct Save  
Supposed to be fibre speeds but no where near, have to use a booster to get a signal in my entire flat
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
London 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  
keep losing the internet connection
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Cockermouth Direct Save  
Very very slow.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
London (Islington) Direct Save  
Extremely bad customer service. I received a faulty power socket adapter so couldn't connect and only 2 weeks later I found out that this was the problem. They sent me a new adapter but wouldn't refund me for the line costs of the first 2 weeks.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
Northampton Direct Save  
I inherited Direct Save from a housemate - and they are appalling; the service drops every 60 minutes or so, just enough to kick you out of any site or streaming service. Worse, its over a month since I moved from that address, and over 40 days since I gave notice to terminate the service by email, snail mail and phone - and they are STILL charging my credit card. Call them and discover the joys of being kept on hold for 15 minutes (the sales team answers with 30 secs, but refuses to connect the call with the billing team).

My advice- avoid like the plague.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London 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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