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
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  
Please read some reviews before taking a contract. We didn't and we conveniently went active on final day of our "cooling off period" to find our broadband was between 1& 3 mb. Their only advice was to go fibre optic. This made no sense money wise but they where only interested in charging £360.00 if we broke our contract. An absolutely useless lot, not even sure if they are a real company but please AVOID!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
County antrim Direct Save  
Do not get a contract with DirectSave whatever you do. My mother I'd not fluent in English. Thinking they were her previous providers they got her to sign up to a contract with them over the phone even though she did ask them are you (the name of the previous provider). I called and explained this, they said the contract has been agreed and that's it. They lied and mislead her.

The broadband service itself is very poor, slow and unreliable. Connection drops etc. Customer service is rubbish, no help at all, they act like they rather be elsewhere!

Router stopped working and was told to purchase a new filter, which they did not offer to provide or post out. Wasted my money as that was not the issue, refused to send a new router out. Literally telling my mum to sign up to another year and then they will send a router for free. The cheek! No help service absolutely frustrating to chat to these people. Like the previous comments....DO NOT GO NEAR EVEN WITH A BARGEPOLE.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Direct Save  
Broadband could be better
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Glasgow Direct Save  
Improved once we upgraded.
Moving house was a little hard work especially as we moved on the same street and the process took a long time but once up and running all was well.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Milnrow Direct Save  
Been with Direct Save for the best 3 years. No problems what so ever, all these people complaining is not true, there is nothing wrong with the service!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Direct Save  
Locked in 24 month contract. Hidden fees as much as double. Avoid at ALL COSTS!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Yorkshire Direct Save  
Good service 72 mbps broadband and very competitively priced.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Teeside Direct Save  
We have changed to Direct save after being cold called. We have changed from Sky in an attempt to lower our bills (we are pensioners). The broadband speed is low to nonexistent and living in a fairly large city I find that surprising to say the least as do I find the couldn't care less attitude of the company. We are very dissatisfied to say the least!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Direct Save  
I was phoned by this company offering cheaper service, after a long chat on th phone, decided to go with them, I was told everything would be taken care of, sit back and wait for the change over,at the time we were still in contract with BT but said to leave it with them and there would be no contract charge to leave BT not the case BT started emailing me with contract charges for leaving, on top of that I was getting several bills from direct save , I made many phone calls to this company but no one returned them. Also my router never arrived for the setup date , phoned them again and was told they had run out and not sure when they will get some more in , with that I phoned BT and they still had control of the broadband so they put a block on it so direct save were unable to take over,but unfortunately they had got the phone line and for the 3 weeks they had it the line was dreadful with crackling, I couldn't make a call.
To conclude my whole experience with Direct save was harrendouse and cost a lot money, my advice on hearing the name direct save , run away as fast as you can
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North lincs Direct Save  
Absolutely shocking service, DO NOT USe direct Save! I joined them because I thought I was getting a good deL. turns out my router has never worked from day one and they want ME to pay for the engineer when there are no faults on my end. The man I spoke to FOUR times was so rude, has a French accent, very hard to understand was mocking me over the phone saying I said I wouldn't take the panel off because I'm a woman! What on earth? I did everything they have said and I'm still not receiving any wifi! I've complained to them time after time, and still have not got a response or received any wifi! I repeat DO NOT USe ever!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Darwen Direct Save  
The first two years were good! But now these scam artists are raiding my bank account for random payment's! I paid for a year up front and they took monthly payments too!!!!! I emailed the owner and it was (kind of) dealt with. And these gangsters started taking random payments again!

I will change 'providers' as soon as I can!!!

AVOID AT ALL COSTS!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
LONDON Direct Save  
This is from far the worst company I have dealt with in my entire life!

I signed up for fibre broadband, completely convinced after being assured by an adviser that in case of ANY issues a technician would be sent to my place. From the day I got the modem, at the end of June, internet only worked for a few hours then abruptly stopped. I haven't been able to get any connection since them.
I immediately called Direct Save and was told that unfortunately nothing could be done on their end and that the company's policy didn't allow them to send any technician in case of issues.

I was in shock, as obviously, I was lied to in order that I signed the contract. I asked that they cancelled it, which was refused first but 2 calls later they finally orally agreed, recognising that I was lied to.
After one month and a half, and a dozen of calls, waiting hours on the phone, Direct Save has eventually cancelled my contract, asking me to pay around £200 !! I refuse to pay it and I am in touch with a lawyer (friend of mine) to take legal measures as they categorically refuse to hear me and don't answer my complain letters.
Avoid them!!! That is my only advice. They are just a bunch of thieves, making false promises in order to steal your money.

Who would accept to pay for a service they don't get??!! Would you recon it is legal?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London 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  
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  
keep losing the internet connection
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Cockermouth Direct Save  
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?
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Rural Warks 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 can only echo the numerous points below. avoid...not worth slightly cheaper rates
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London 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  
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  
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  
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  
wow.. i came on this site... thinking... i wonder if anyone else has had as many problems as me, and it seems i am not alone.. just to get on to write this review has taken me 10 to 15 minutes as my internet is constantly dropping out... i only came on here, as i could not get the news to work or much else to relax after getting back from work after mid night... most of london is sleeping right now, and still its dropping out constantly making any internet viewing impossible... this has been going on since April, now its September, first they said it must be my leads and ADSL converter, so i bought new ones, then they said it was my router, and they said i had to pay for another.. and a protected argument i managed to get a free one sent out as the problem has existed by my logging complaints back to when the router was still in warranty... now thats been replaced and still its not working... breath.. i will phone them again tomorrow to discover the next excuse... its excruciatingly frustrating.... the number of hours not being able to do what their service is supposed to be providing has been countless... if i am lucky i will be able to post this review....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london Direct Save  
No problem with any of their broadband provision. Initial config was easy, support is excellent, never knowingly experienced contention, can't remember service dropping.

Not happy with the phone/broadband pricing deal though.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Suffolk Direct Save  
Just renewed with them for another year, at the end of previous 21 year contract. Being 80 years old I am not particularly computer literate but they have always sorted my queries with speed, efficiency and politeness. (Haven't rated Broadband speed as I have no idea what it is.)
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Reliability
    5 stars
East Sussex Direct Save  
Signed up in September,no engineer canturned to install line twice,have spent considerable on phone explaining problem,some of the staff are rude,was assured somebody would ring me back on both occasions,nobody did,have paid for installation ,monthly bill,even though I have no phone line,they said money would be credited,hasn't been yet,can't recommend this company
rowlands gill 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  
Great service at competitive price, have had no issues at all
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Manchester 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  
A tad expensive but OK
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Rotherfield East Sussex Direct Save  
With fiber to a cabinet 3 to 4 hundred yards away a bit disappointing
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Ashford Kent Direct Save  
After being let down with talktalk not fulfilling their promise i tuned to directsave. i have been with them 4 month and to be honest i dont get a great speed (9mbps) but at-least it was up on t/talks at a fraction of the cost...Lets hear the good for directsave.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
northeast 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  
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  
Sometimes the broadband cuts out but they seem to have fixed this for the price very happy with the service although the signal doesn’t seem to stretch far if you go outside which can be a pain if you have WiFi security cameras
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Maidstone 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  
A very good value and efficient service. I am very pleased with the way it was installed and with the online billing etc. Customer service has been very good.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Oakham Direct Save  
Do NOT, under any circumstances, sign a contract with this company. They never provided the service or delivered the router. In the two months since I foolishly signed, I have spent hours on the phone calling them and their delivery company trying to get the router I paid for. I have been told it was on its way but no "tracking number" was available. Needless to say, it never arrived. After cancelling the service, they refused to release my old number to the new provider so I am now forced to either spend a few more hours on the phone or to get a new number. I will start now trying to get my money back via resolver....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
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  

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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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