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
    2.9 stars
  • Speed
    2.6 stars
  • Reliability
    2.5 stars

Based on 103 customer ratings since 2018-12-15 (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.

394 Customer Reviews for Direct Save

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Reviewer Location Reviewing Date Ratings
Having read all of the poor reviews left about this company. I can only say that words cannot express what a disgustingly poor service Direct save provide ( having experienced it myself)and I am astounded that the regulator allows them licence to continue trading. They should be investigated for fraud and shut down!
Be warned.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chelmsford 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  
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  
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  
There was a dispute, someone on the phone said they would read my email and get back to me. That was a lie. It was 7 weeks ago. All my attempts to discuss the matter are ignored. The customer service is worse than possibly imagineable. Their only action is to keep charging me more???
  • Satisfaction
    1 star
  • Customer Service
    1 star
Worcester Direct Save  
Took out a two year contract paying a reduced monthly line rental of £11.00 a month by paying a year up front. I asked and was told that the second year would also offer this discount. The second year came and they refused to honor this verbal contract. They listened to recording and said the sales girl had made an error and as such the contract was not applicable. They increased the line rental to £18.75 a month. Because I contested this I was told I could transfer to another provider without penalty. Thank goodness I demanded this in writing (e-mail) because they sent me a demand for £230.00 for breaking contract when I left. Also in year one they took a monthly debit for rental when I had already paid for the year. The muppets could not admit their mistake so I had this refunded under the D/D guarantee scheme. Direct Save then cut off both my phone and broadband for 24 hours before they realized that I was in credit. No apology from them. They do not employ a compliance person and they do not recognize any complaint system. Ofcom do not get involved so they get away with these bad practices. I feel that their license should be revoked. I have been on this earth for 67 years and never come across such a poorly run organization. The staff are generally untrained and rude. BEWARE.
They have not refunded the amount that I was in credit so I can kiss goodbye to that?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chelmsford Direct Save  
spot on service for out in the sticks way better than any other provider
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
ness isle of lewis 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  
I have been with this company a long number of years and have nothing but praise for their service. Their staff are knowledgeable, helpful, polite and friendly and do what they say they will do.
Over the last week we have had problems with falling and erratic broadband speed. On contacting DST they ran various tests which ultimately indicated router problems. A new router was despatched as promised. Regrettably I had problems setting it up but Lewis at DST spent approaching two hours on the'phone with me and sorted the problem. Result broadband now working better than ever.
I think some of the negative reviews are sour grapes whilst others could be personal conflict arising from how the customer approaches any problem.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Lincolnshire Direct Save  
To make a point, I was playing an online game for the last few hours on my ps4 which is brand new. The Internet has cut out and kicked me out of the game no fewer than 12 times in the last 3 hours.
I've had problems with this company since day one, they rope you into a years contract that you never wanted. They then up your bill and down your Internet speeds. It's truly pathetic.
It's so bad I've had to switch off WiFi on my phone and use my data just to type this!!

Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Downham Market Direct Save  
I have. Been. With. This. Company. About. Three or four years. They are. The. Best company. I have. Every been the. Give. You. A chance. To pay even if you. Are late they have a great phone. Manner i love. There broadband it is. Constant such a great company. To bee with not like all the big axxs companys i would. Recomend to all i know
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Mitcham 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  
I've been with Direct Save for my broadband for a while and twice now I have needed to call them with and issue. They answer the phone within a minute of dialling and have always phoned me back when they said they would. They have swiftly and efficiently solved the problem on both occasions. They are very polite, keep accurate records. They listen carefully and act honestly and reliably without fob-offs, misdirection or bull, explaining the reasoning behind their actions and instructions and admit it if the problem is down to themselves.
I am a very happy customer.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Cheshire Direct Save  
They change contract terms and increase charges. They charge hunders of pounds to terminate contracts. Need I say more. You have been warned.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
belfast Direct Save  
Signed up for fibre and went live. Checked my speed out of curiosity as with BT I got 75mb, due ti the exchange being round the corner.

My speed was 11mb!! And they said oh Yeh when you sign up for fibre you actually get standard broadband to begin with until you pat your first bill. Which is £20 higher than they said and wanted 3 days after live date. Cancelled within 3 to 4 days....AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wales Direct Save  
The worst provider I have ever been unfortunate to come across. I got drawn in on the month by month contract for broadband. I didn't receive the router for weeks, after I'd arranged, they just kept trying to access my account for money on a landline, who ain't got a cell phone nowadays? I complained and cancelled they never responded then they took me to a debt collectors for a service I never received. I kept trying to contact them lies, lies, and more lies, they said they never received the complaint which I re-sent with photographic evidence of postage three times, they then closed my case, after they said they'd call me back. Dirty, lying low down company which has no idea how to communicate or give customer service. I called them on numerous occasions at different times spoke to at least three of the agents over and over again wondered if they only have about five people working in a cellar some-where. I DON'T WRITE FEED-BACK, but this company is really bad, avoid @ all costs they just want your money and the equipment is disgustingly dated, when I did receive it the router was overly plastic with two antennas sticking up at the top which looked like a freaky alien toy, no-ones tech stuff looks like that. It wouldn't have even matched any-thing TV, stereo, modern tech stuff!!! Not joking a really bad company-No scruples.
Yours Sincerely
"in debt collections, and never really had the service."
Midlands Direct Save  
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  
Signed up with them about three months back. They were quick to move telephone line but never move the broadband. They do not tell you what's happening with your move, customer service is very rude- they promise to call back- never do. After three months broadband is not transferred and I agree with previous comments they lie effortlessly. Avoid this company at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Slough Direct Save  
STAY AWAY PEOPLE!! 80£ Activation fee then 25£ a month , fine until they start taking 40 a month and dont know why themselves lol, internet speed is terrible!! Ive rung them nearly 15 time this year and I always get the same rubbish "well get an engineer to call you back" and they never do! They dont even know how to upgrade me to 100meg lol waste of money useless company with no customer service skills. They do lie all the time and there wifi routers and crap and cut out when they want....:TO NEW CUSTOMERS IF YOUR IN A NEW BUILD AND HAVE TO CHOOSE DO NOT CHOOSE THESE GUYS
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
exeter Direct Save  
I used to work for this company and I wish I didnt. They are liers and thieves they have so many hidden costs and your bill will be very high. They will tell you a price but it will not be. I am ashamed to have worked for this company. Awful staff. Sorry to anyone whos has been robbed by these people.
Slough 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  
Hi we had a connection problem which Matt immediately sorted out - and a refund...Many thanks.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Exeter 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  
Ive marked them down as much as I can in view of their tactics for getting money out of you. I've had a two year contract with them which was very competitive at the time price wise. Speed and reliability have not been that good but thats more to do with how far away from exchange I am and I'm fairly rural.
My gripe comes from customer services policy. In the two years I've been with this company, apart from the initial four bits of paper outlining the deal I was signing up to I have had not one piece of correspondence or contact with them. So, thinking I must be near my contract end I managed after a twenty minute wait to get an answer from the phone. My contract ended in June, its now sept and since my contract ended I've been paying three times what I was before. No one has been in touch to say my contract was near its end, no one called to ask if I wanted to start another contract or if I was happy with the service. They just start charging you £34 odd a month. When I protested, to add insult to injury, I've been told I have to give 28 days notice, but if I want to end my new monthly tariff of £34 early I have a £19 charge.
This is obviously a cowboy outfit and I'd warn anyone to stay well away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Kilbride Direct Save  
Terrible, Awful, DO NOT USE THEM! If I could give them a negative rating, I would. Terrible service, upload and download speeds very low, and they preached something completely different and lied about it. They kept slipping in extra charges for no reason. Tried to disconnect as I was moving, and notified them well in advance, a month in advance....and they are charging me a 20 pound fee for no reason, even though I notified them well in advance. Do yourself a favor and don't use them, ever!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Direct Save  
They accuse you of lies when you complain or report the complaint. One of them even said: "I can't be bothered with that" whilst I try to report a technical problem.

Don't say you have not been warned.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Berkshire Direct Save  
Crap service, crap support crap everything. Dial-up is quicker. No point phoning, they just lie to you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent Direct Save  
Purchased a deal package for my grandparents to enable them to keep in touch with family abroad at low prices. they've never been happier, finally discovered skype and internet. great deal from a friendly company
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Liverpool Direct Save  
One of the worst companies around you ask for a manager to phone you because you are not happy about something they don't phone STAY AWAY FROM THIS COMPANY.
West Lothian Direct Save  
Signed up with this absolute joke of a company and its been a headache from this point onwards. Uneducated clueless staff that sound about 16 and so many errors in the whole of my application. Complete waste of time would recommend everyone boycotts this second class company and find a real company, unless u enjoy having to repeat and explain yourself constantly. dont be fooled by their prices either
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham 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
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
north wales Betws y Coed 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  
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  
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  
This is an amazing provider it offers a fantastic price for broadband. I have not noticed any difference between directsave and BT for broadband reliability. I only need broadband for basic requirements but it suits my needs.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Coventry Direct Save  
Joined in May,bills bigger than expected.Just had 13 days without internet.Endless time on the `phone.£439-45 to leave.Don`t be fooled keep away.
Sutton Coldfield Direct Save  
Avoid like the Bubonic Plague! Ombudsman currently investigating. No account has come in on budget, inexplicable hidden charges. No help with any problems. Various financial savings claims are false. Advertisement's claims are false. No stars from me!
West Wales Direct Save  
Money pinching and difficult people to deal with. I had a faulty router which was replaced. I returned the faulty router and have a receipt to prove it. I was charged for the cost of the same router under pretence that DirectSave had not received it. They just took £36.95 from my account via Direct Debit without any notice in advance. When I notice the charge on my account I called and sent emails stating that I posted the faulty router. All were ignored. for about five months. I had enough by then and cancelled the Direct Debit upon which I was charged £9.99 for not being able to still more money from my account. I am still in credit with them. I was then called and lied to. Everything is denied and twisted to suit their purpose. Last thing I told them I will complain to the Ombudsman and left it at that. Anyone considering switching to them should be careful. You will allow pickpocketing company access to your bank account.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Direct Save  
Thieves, worse 12 months service in every way. Do not sign up they should pay us for the time they waste. My connection was so bad couldn't use it for most of 10 months, attitudes of staff are poor, never follow up on promises, won't send engineer to fix anything just sell you more expensive packages, invoices wrong numerous times always making you pay more, you can't believe a word they say, the advertising is grossly misleading and forget the no sign in thing, you will be told you have no service unless you do and end up with 18 months. Outrageous rogues who should be investigated.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Wales Direct Save  
Never ever go with direct save broadband. These are bunch of thieves.
Initially i was told that engg needs to visit the site ... 24 hrs ago.. a sms - engg will not have to visit the site now.. i said ok... deduced 49 pounds.
Next installment will be in 7 days and you will not receive bill for 2 months. I said ok. Paid - 44 pounds.

I received bill for both months - 33 and 45 for 2 months... dont know why.

They always have a rubbish back up answer.
The contract is written as if you give 28 days prior notice , you can terminate the contract. Now they are saying you have to pay 60 £ for termination

Thank god i cancelled my direct debit. Now i will not pay them a single penny. Because there is no ethics in direct save. They alwaysdo whatever they want and speak rubbish. Not sure how they got the license to operate in UK market
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SHADEWELL 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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