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

Reviewer Location Reviewing Date Ratings
Shoddy company. Poor customer service. Lack manners, integrity and efficiency.
I live in an apartmemt with limited supplier availability. If I could have my previous company from before I moved then I would in a heartbeat.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Bordon Direct Save  
I wish I had read reviews of this company before signing up but sadly I didn't. I admit the headline pricing pulled me in but as the saying goes "you get what you pay for" or less in the case of Direct Save. The staff's technical skills are poor at best, the broadband speeds we were promised were no where near what we got (we even spent money on a brand new 3.5GHz 2TB laptop thinking it was the old one that was the problem). Anyway, took what I thought was a 12mnth contract to start when we moved to our new property (requesting new number and standard BB)2 mnths after moving in we were still without service (but being debited!!)and when I contacted them they blamed numerous factors - including the people who had previously owned the house!! Eventually this got sorted but they said we couldn't have a new number - so initially kept getting calls for previous occupants. Over the last year BB speed appalling most of the time with frequent drop out. So, made the mistake of calling them to request a new line installation and upgrade to fibre. That initial call was in August 16 and as of 4 Nov 16 it has still not been installed even though I was charged back in September. Numerous failed engineer appointments (again DST staff failing to take responsibility) So, should have had new line 13th October - 2nd appt. Engineer never turned up (BT Openreach have confirmed the work request was not completed correctly by DST!!) Instead of a new line, DST disconnected the old one, have been without internet or phone since 13th. Staff (with one exception) are appalling, rude bordering on aggressive and without the slightest empathy towards their customers. Unlike others I have, after losing patience (lot more to the story!!) managed to cancel the contract - as they had clearly broken their contractual obligations. Waiting for various refunds and have in the meantime cancelled my DD.
My advice is please avoid this company, its true all providers have tech issues now and then - its HOW their staff deal with it that matters, DST staff really need some intense training in customer service (oh and technical know how!!) If you want a 5 star holiday, you don't expect to pay 2 star prices and its the same here!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
West Yorkshire Direct Save  
They are out there to rip you off. Charged me £19.50 for leaving them.Never got a bill just took the money from the account.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
Birmingham 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  
AVOID!!!!! This company is the worst I have ever encountered. Their service is diabolical.

We ordered broadband from them and it took 10 weeks for it to be connected! The excuse they gave was that it was BT's fault. I checked with BT and this was a lie.

After 5 calls - to different people - who didn't have a clue what the last person had said, eventually it was connected and was half the speed of other providers - so I switched. However, because I'd prepaid my line rental, they "reserved" my number and I had to have a new one.

Oh, and if you do want to make a call to customer services, make sure you have a good book to read while you wait for them to answer. The record was 40 minutes on hold.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Staffordshire Direct Save  
Overcharged me when I originally signed up, difficult to speak to anyone in customer service and very rude when you do.
Connection itself is horrible, I have to restart the router two or three times a day to try get speeds above 1.7Mbps, I plan on moving house in the next 12 months and will certainly not be becoming a customer of DirectSave, the few pounds cheaper bill simply is not worth it.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton Direct Save  
I wouldn’t be surprised if the good reviews are from staff that work for the company.
I would NOT recommend them to anybody, every call would take me 25 minutes to get through, the staff did not have a clue and were rude to me on many occasions.

I would stay well clear of this company!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Rochford Direct Save  
I had a problem with my broadband first time I called them they told me my broadband was setting up and ring back after 8pm and the red light was still flashing internet not working so l rang back and women on the phone engineers will ring you back tommorow but if you read the contracts it says that engineers work 24 hours 365 fays a year but I asked to speak to a engineer she said you can't I have passed your issue to them and they will contact you in the morning so there are no engineers she said yes me so you help me with my issue and she said straight forward no so I said I think I will report this to of com as you are not telling the truth of your engineers working 24 hrs a day 365 days a year what do you think?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Selby Direct Save  
They steal from you even after your contract is over…

I used Direct Save back in my old property as at the time, it was the only provider that did a monthly rolling contract which suited the house share situation I was in. At the time of signing up, they told me over the phone that I can either send a letter to cancel the contract or just cancel my direct debit. All sounds great at this point, but straight away things go downhill. I receive the box thinking I'm pretty much set to go, but there was about a week of them faffing about on their end until we eventually got connection, even then it was slow speeds and decided to stop working several times a week for over two years (please note that the customer service has always been awful and I have never been satisfied after calling them).

At the end of my tenancy, I cancel my direct debit as originally advised thinking I have cancelled my contract (as they told me it would). About a month later I receive a phone call saying that I owe them money, which at this point I tell them that I cancelled my direct debit as instructed, and they didn't say anything more about it.

Over a year after that incident and hearing absolutely nothing from Direct Save (despite the fact that they have my telephone number), I receive a phone call from a 3rd party debt collection firm demanding that I pay them money to Direct Save. Unwillingly I paid the fine but am now trying to get a refund as I feel as though I was wrongly accused and am paying for their own mistakes.

Avoid this provider at all costs, you're better off having no internet than the crappy internet and worst possible service that they provide. They have caused much headaches for me over the past few years and I'm surprised they're still allowed to operate.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Woking Direct Save  
Shocking service. Terrible connection put on the wrong contract. No return calls
Long waits to get through to support desks
Wish we hadn’t changed suppliers
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Morpeth 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  
I have the 35Mb no contract Superfast Fibre service at £42.95 per month. I suffer poor latency speeds, returning results of 700ms, 900ms, 1000ms results. I have to restart the router they sent everytime. They don't do anything to resolve the issue when I complain. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Direct Save  
Poor Customer Experience so far. Took a chance having read poor reviews as Cheap. Phone activated within 3 days,
Router arrived after 7 days. Not responded to request for Broadband Activation Date. Lack of overall Communication, Billed me an unexpected additional charge. Not Answering EMails. Think may have made mistake, neighbour doing much better with Sky. Ray
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton Direct Save  
From day one I have had a very intermittant internet speed, Direct save are saying it is my signal extender not the internet. The booster can only boost what it gets it can't increase the signal.Blame is always laid elsewhere. No chance of a refund if you have paid up front. Absolutely do not use these guys except for telephone. There needs to be questions asked where the internet is going to be used in relation to router and what type of signal can be expected, we are not all technical geniuses some of us are of a different generation and need guidance! an expensive steep learning curve.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Fareham Direct Save  
Of all utilities I have used in my 40 years as a customer, Direct Line Telecom, have been the worst in every department. In many ways it was my own fault but how bad could a broadband provider be? Super bad! Not only was their provision of their contracted service poor, but the standard of their engineers, their customer communication and service were probably one of the lowest quality I have experienced in any sector.And I've bought a great deal of stuff in my time. Keep well clear of them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Newport Direct Save  
Poor broadband speed currently measured at about 0.5 MB/s download.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Pinner 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  
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  
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  
I have been with this company for approximately 8 months and from the day I started I had problems with the internet service, it is highly unreliable. I could never have the service longer than 20 minutes before I have to turn off the router to get any service. I could only receive internet in my bedroom and I live in a small 2 bedroom apartment. I have made several calls to this company about the situation, however I must admit that there is one person called Martin who is respectable and very helpful in the whole company and he tries his best to help and we find solutions to the problems. However, I am paying for a service and I would like some reliability. My last call to directsave was Monday and I was informed they would call back but I had no call to date. I am fed up..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
berryfields Direct Save  
Terrible terrible company, the worst of the worst. They really are the bottom of the barrel - whatever you do, do not use them. Anything they tell you about their prices, connection dates and level of service is a complete and utter lie. They reel you in with tempting offers but in reality they have limited ability to even connect you to broadband or phone services. When you have a problem (when, not if, it's guaranteed that you will) you'll have to spend 20 mins plus just to get through to "customer services" and then you'll be fobbed off each time you call - they really don't care at all and they lie fluently. Then try calling their sales team - instant answer. They want to reel you in with lies and tempting offers but when they mess up your connection date for months on end they just don't want to deal with you. Don't make the mistake of thinking that they're just like any other firm, they're not - they're a new breed of vulture corporation, only interested in signing up new customers and with no interest (not even a passing interest) in actually looking after you and providing a service. No matter how cheap they look compared to the others, don't be fooled. All I wanted was some more phone lines with broadband and I've been a customer over 6 years - but they just don't have the slightest interest in doing anything other than billing me. No lines, no broadband, 30 minute wait to get the daily excuse, endless frustration.

Remember - under no circumstances sign up with these people. They are the lowest of the low. They make BT look good.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SY8 4AW Direct Save  
The test of any company is how they cope when things are going wrong. I am willing to givepeople the benefit of the doubt. There were some very good and helpful advisors but some extremely rude ones too. We took on the telephone and broadband from previous occupants. It took them 10 days before they informed me I would need one of their modems to access broadband. It took a week for the modem to be sent, which was sent to the previous occupants who had moved 20 miles away. They would not reissue a modem so I had to drive to collect. The passwords provide did not work with the modem and technical support are only available during office hours. No one available at weekends either which is tough when working away from home in the week. Eventually I got someone who knew what was wrong (passwords were set up for previous owner) and so 22 days later we have internet. My goal was to not go a day without internet as I work at weekends and evenings so this has been hellish. Next challenge is the 0.3mb/s speed. Down expect calls to be returned. At the end of the day you get what you pay for.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
dorset Direct Save  
this is the worst company for broadband .when you sign up for broadband they tell you that the line is not suitable for normal speeds (when i was getting 4 mb then dropped down to half a meg)so that i sign up for fibre a guy called matt so he said . they are villians and will be taking this to the ombudsman they will rue the day they did this to me
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
newcastle Direct Save  
total rip off really rude customer service not helpful in one bit asked to speak to the manager and get told I am speaking to the manager by mat which was a blatant lie the line was working for an hour now they want £60 for me from nothing i say nothing 1 hour of Internet connection be warned of daylight Robbery 11/04/2016
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london 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  
Was with them for a long time - customer service was dire, VERY VERY expensive, broadband. Rubbish rubbish company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Salisbury Direct Save  
Very unreliable with Internet speeds far below the advertised ones. In the evenings I cannot watch TV over IP as the download speeds are very low.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Charlton Heys Direct Save  
It is rubbish it disconnect son from games they set wrong person twice to fix wire socket
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
donny Direct Save  
They deserve 0 star. There are so many hidden charges which they won't tell you when you order your broadband. Once you sign the contract, they will send you a bunch of bills. They hung up if you call to complain. Do NOT ever deal with this company if you want a peaceful life.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge shire 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  
After leaving EE Broadband, which i have been with for some time and looking for a new provider, I came across Direct Save Telecome on a comparison website for home phone and broadband. After seeing the price and thinking how good it was i visited the website, read all the details and signed up for Broadband Opt 1 with them, on signing up i filled out all my information and received an email from them (this email never said anything about a router being delivered, just presumed this would happen). A few days later i received a letter from them in the post with all the details of the contract i had signed up to, i checked this and everything seemed fine to go ahead and i was just waiting on the delivery off the router. On this letter though there was no live date, so i was left wondering when this live date was, was i to be left with no internet ?

I signed up to Direct Save Telecome on the 02/01/2018, on the 10/01/2018 i still had not received a router from them but instead received a letter with a go live date of the 19/01/2018 and an INVOICE which stated it would be taken out of my account on 14/01/2018 - I hadn't even gone live yet, no router had arrived, but this wasn't the only problem, the invoice was for a lot more than i had signed up for, they had added extra charges on already and i hadn't even gone live with them !

After reading peoples reviews on this company i was appalled to see what they were really like and realised i would be experiencing many more problems with them, i phoned my bank straight away to cancel my direct debit, i then phoned Direct Save Telecom to cancel with them - the lady who answered the phone was very rude, her tone was appalling and she wasn't very interested in speaking to me as soon as i said i wanted to cancel.

So glad i visited this website and read all the reviews before my router arrived and before the go live date.

Any one thinking off going with Direct Save Telecom AVOID ! I would not recommend this company to anyone.

AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
Oldham - Manchester Direct Save  
Terrible my kids are buffered constantly
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hailsham Direct Save  
After 9 months and 3 complains about broadband speed I was told by somebody from customer servoses thay would cancel 12 month deal and for me to find another surplyer so having paid land line up front I have asked for rebait on service I have not received to make things worse if had phone call today asking y I'm leaving them having had request off new supplier to take over line .having been in business for 28 yrs I'm sure if I treated my customers like direct save I would have not lasted as long I would not recommend this company to anybody as customer care and complains department not botherd .did try to find out who owns company but no luck so obvious thay take our money and run after giving us all the lies thay can blaming everyone but their company Yours unhappily GRAHAM KEIGHTLEY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belbroughton Direct Save  
Terrible service from broad band to customer service can get a call back cant cancel currently communicating through the ombudsman as it's so bad complained to CEO many times DO NOT USE THEM PLEASE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hailsham Direct Save  
Moved to our new home and made sure we had sorted out the internet prior to moving in. 10 phone calls plus on hold 5-10 Mins at a time, no call backs and on Saturday no engineer available so not great service at all! Especially frustrating when your told they will set it up a day later to still having no net. Asked for refund
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Great Yarmouth Direct Save  
DST are best avoided. I signed up in 2007 and was initially pleased with their efforts to improve my broadband speed although they never got it better than about half a meg without the line dropping out constantly, but at least they tried and customer services were reactive. When the line went down completely last winter it took weeks to fix with dreadful service levels in response to the problem and now I'm struggling to get anyone at their end to recognise that the fact that I gave notice to cancel service means that I shouldn't have to pay a charge for cancelling without notice.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Orpington 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  
If I could give them 0 stars then I would. Bad customer service, endless helpful phone calls to get my WiFi started, paid for WiFi that didn’t work for 11 weeks,
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Direct Save  
Hands down, the worst company I have EVER had the misfortune of dealing with.

All I can give you lovely people is some tips so as you don't get caught out by these morally banktrupt salesmen.

1) they typically sign you up with Vodafone - Go direct, they usually accept poor credit history and you'll get the contract cheaper than going through DST - And without the hassle! It's amazing when you get a bill and it's actually for the amount agreed!

2) Record ALL your calls with them, they constantly change their story and will pass you around like a joint in a hippy session.

3) Send the "Free" router back, or you'll get charged at the end (the sheer cheek!)

People, please put your trust in me when I say AVOID this company. It's not worth the stress in the long run.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Warwickshire 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  

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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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