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
Try to avoid them! There are thieves
They charge my bill with 9.95 extra for a membership i never asked. i try to get in touch with them but they put the phone down. i apply to a new provider and after they told me that i have to pay 54 pounds extra because 2 months remaining for contract to finish but they already charge me for that membership without to ask me and 2 months before the free membership finished. of course i will no pay anything and i am ready to take legal action against them. They are just thieves
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Direct Save  
Absolutely shocking!!!! I might as well be on dial up it's so slow. continually buffering and I haven't hit 3mb download speed on the several times I have used the speed checker. AVOID!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
STOCKPORT Direct Save  
As with others I wish I had read the reviews before I bought this product. I didn't even receive it. I called a number of times to find out when the router was going to arrive and when my broadband was going to go live. I was told two different timings by different people. Then I read the reviews and decided to cancel the whole thing - it was not worth the hassle. I called to cancel and the woman said to email in writing to the customer service department (fine), which I did, did not receive a confirmation email so emailed to ask for one, still nothing. Then I rang to make sure and they said they didn't receive one, then they checked and 'oh yes, it's here'. I wanted to get a refund of the £50 fee but that was not possible because there is no 'cooling-off period' when activating a line (or something like that). I agree with all the negative reviews. Customer service was far from pleasant. Just don't waste your energy of this lot.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh Direct Save  
Very poor internet provider, paying for 60mbps broadband - fibre to home and lucky to see over 10mbps.
Customer service has been equally as reliable as the service itself when needed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk Direct Save  
Horrible. They collect your money and deliver you the worst service ever. Stay away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
DA1 5UG 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  
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  
I hated the experience with this provider and hope I never come across such company again. Can't believe a company like this could still operate in 2017 UK. Charged £196.57 for nothing and then refused to refund me that money. Very dishonest. Stay away from this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
colchester Direct Save  
Truly awful customer service.This company should not be allowed to operate. They renegade on all verbal agreements and charges. They take monies from your direct debit that bear no relation to the prices quoted. They never return your calls. They blatantly lie to you and are so rude. When you ask them for proof of the extra costs they add to your account they put the phone down on you! DO NOT DEAL WITH THEM AS THEY ARE TOTALLY UNTRUSTWORTHY.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Carmarthen Direct Save  
Conned into buying a package told us it would be cheaper than talk talk but was not true when the bills came as their prices were quad ripple that of talk talk money had been taken through direct debit so no refunds avoid scammers thief's be aware
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
stoke Direct Save  
Worst broadband ever !!costumer service rubbish!stay away from them..!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mansfiele 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  
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  
Bad service in fact no service at all.no engineer .no call back.no email response .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bedford Direct Save  
This company should not be allowed to operate and Of-com sitting back doing nothing. Their customer service is below poor, they never respond to any email and they cannot be trusted as they do not deliver what they say they would. I have suffered a great deal of stress trying to talk to a manager who seemed to be always unavailable
  • Customer Service
    1 star
Direct Save  
AVOID AVOID !!!They took out £180 of our account without any warning Still in dispute with them They then terminated our line without any warning- Turns out bt engineer fixed the fault on the telegraph pole They passed on charge even though outside our property Shocking slow speeds- continuous dropping line Customer service beyond RUDE -They don't care Zero communicate !!Unbelievably poor /no service
AVOID AVOID ALL ALL COSTS
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Direct Save  
Worst company ever!!! After I paid the first 2 bills and I still don’t have internet at home!! I keep calling them every day and they promise me I will have internet in few hours, then I call them back and and they saying the same thing again and again. The worst part is they don’t let me cancel the contract and go to an other internet provider. In 2 months we have spend over £200 in top ups so we can have internet at home and they don’t even care. The most unprofessional, amateur and useless company ever!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Watford Direct Save  
Worst customer service ever they don't care about the customer. Register online on the 26 of July nobody from the company bother to follow up call them numerous Times did not get a call back will definately not recommend them not only make me waste my time but the lack of care and responsibility is unacceptable
London 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  
Do.
Not.
Touch.
With.
A.
Ten.
Foot.
Bargepole.

They are lying, dishonest and incompetent.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Direct Save  
Poor customer service staff speak to you like crap over the phone could not use broadband for a month as i had a fault on my line and they kept putting it off to get it fixed no compensation or nothing ask to speak to a supervisor but according to the agents there wasnt a supervisor on the floor and hat to wait for a call back 2 weeks go by no call back then rang back up and same all over again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Peterlee Direct Save  
this company should be investigated their service is appauling.They don,t respond to emails,getting through on telephone is really bad, their staff attitude is disgraceful.Where do they get them from?
  • Satisfaction
    1 star
  • Customer Service
    1 star
nottingham Direct Save  
I would really love it if there was a no stars choice as my selection would be blank. Directsave are by far the worst company I have ever dealt with, took a years line rental up front and from day one I've had very bad phone line and my broadband is up and down like a prosties drawers. Directsave have been called 30 or so times and I've never had a call back nor have they done anything to fix my problems, only thing Charlie in customer services does is blame everything bar Directsave crap line. Ombudsman is now involved but not holding my breath, just need to get away from this cowboy company and get a provider that can give a service that works. I would most definitely NOT recommend Directsave to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Direct Save  
I was promised that the "service" would be connected on 20th May 2011. On 27th May 2011 I returned home (I was away for a week) and the line rental was with DST, but the broadband was not working. It seems they botched up and it has been delayed till 2nd June.
Their customer "services" were useless. Calls that they promised to return weren't returned.
Avoid at all cost!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Direct Save  
Be very wary of this company. I switched my broadband to this provider after years with Easynet.
I was told I would be on a 1 month rolling contract at £14.95 p.m. They sent me a router which failed and left me down for a week, they sent a second router which also failed so I switched back to my old router. All this cost money for an engineer to sort out connections/network etc. so DST agreed to reduce my monthly charge to £9.95 as compensation. The first months bill showed £14,95 and when questioned about this they now say there was no such agreement and that the 1 month rolling contract is actually a 12 month contract
Sharp Practice would be the best description for this.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
Bedfordshire Direct Save  
These guys are a joke! I'm in London for work, and my relocation company signed me up with Direct Save in my flat. The only reason they went with them was because there was no contract (was planned to only be here for 9 months, so the company didn't want to tie me ino a 1+ year contract with another company).

Service so far has been terrible! Firstly they sent the router to the wrong address, so i was without any broadband for the first month in my flat. I supposedly have fibre broadband, but my connection can drop out when i move rooms (i'm in a 1 bedroom flat, so i'm only moving about 20 feet further from the router!)
Suddenly last week the broadband stopped working completely. Apparently there was an unauthorised takeover request from someone other than the person (company) they have the account with?!? A week on and they still haven't reinstated it, and the communication has been terrible.

Definitely wouldn't recommend these guys, i have had no positive experience with them since Sept last year.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Direct Save  
I use the internet all day every day. I am programming websites. After moving to direct save I have been constantly sidestepped. Using standard 3mb broadband It cut off several times per week and was generally unreliable. I upgraded to fibre and its gotten worse. I have been cut off from editing my sites 4 times thins morning alone. On top of that they dont let you access the router so you can either replace it with one that works, or make sure there isnt a firewall bocking. As a constant user I need to know this and I need to control it. Best move back to a more reliable supplier. VERY DISAPPOINTED.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derby Direct Save  
Short version, Don't touch em but if you do, read the small print and don't expect quality if you need service or help.

Had two contracts with these people, quit the first one early and was charged a fortune, yes I know I should have read the small print but the charges were many and sucked even more money away... The one that stands out is the charge of £40 for a none returned modem... Had I have had notification or similar I would have returned it and trying to get through to them and get a straight answer or someone to take action seems impossible...

Customer services don't exist, the staff seem ready to contradict you, so don't say Good Morning they may disagree on both counts. They will not answer email or back up their promises with paper or other actions.. They just dip into your account and take what they say you owe....

My other contract was terminated after the contract end, but they still managed to extract £19.50 for the transfer being done before the end of the 28 day notice period... Which I swear I didn't have to give.

The service on the domestic line was a joke too, every month the fibre seemed to switch down and I had to call the tech support who would fiddle with something or call a local engineer and within a day or so I was up and running but this happened repeatedly for over a year.

The tech people were helpful to be fair, but I would rather not have to speak to them if you know what I mean.

I have used BT, Sky and Talk Talk, all offer a more stable and superior setup and I have never been stung for switching or had to return a modem. Likewise service at my house at least has been smooth with the big players ... There are enough decent deals and short contracts out there with the big boys not to have to bother with the shop front companies like this.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK 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  
Wish I had read the reviews sooner. Joined in April. Was never told about Out of Area Charges. Very expensive set up. Still not able to work out why.
Higher bills than expected every month.
Cheap and nasty router which has two unsightly and very long antennae on top and keeps falling over.
Phoned 5 times to try and find out what was going on, and on 5th call I asked to speak to supervisor who said he was too busy to speak to me. They admitted I hadn't received the correct information in the sales call but said I should have picked it up in the information they sent me. The information sent out was as clear as mud and even after the 5 calls I can't make a lot of sense out of it. Tied in for 18 months. Will be keeping close eye on billing and will leave as soon as I can.
Not feeling very valued as a customer. Wish I had stayed with plusnet.
Would advise everyone not to sign up with this company.
AVOID AT ALL COSTS.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Powys Direct Save  
Just called them up to sound them out. Told myself that that I could not have the 17.95 deal as I am in a 'market a' area - but I could have them supply at double the price. I told them they dont advertise this in their marketing - not even on this site! She then did the usual cal centre staff trick of repeating what I have heard from her and then repeating and then repeating - I told her when ever I hear call centre staff repeating themselves I am sure they are telling me to go away based upon my experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
mid west wales Direct Save  
Dreadful experience,phoned by Direct Save offering cheaper efficient service.Ten days into contract no internet and poor wireless.Numerous calls,no improvement.No customer service on weekend.Then told i have to pay £199.45 termination bill.I was told i had 28 days prior to contract to change my mind,not afterwards with poor sevice.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North Yorkshire Direct Save  
A totally revolting company.
Arrogant and rude customer service.
Extra charges layered on for things not asked for...... "it's in our t&c's"
Slow internet and unusable voice blamed on OpenReach.
I sincerely hope the company rots, and disappears. They are basically selling a junk service in my case (and they know it) - the customer is not getting anything resembling what they paid for.
For those changing from BT that may have fibre to the cabinet.... BT will take this and allocate to another customer so DST can only give you copper to the exchange - you will be tricked into having a marginal service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Direct Save  
I was sold fibre broadband, and told an engineer visit was required costing £60. The first available appointment was 2 weeks away (openreach timeframe). Almost 2 weeks passed and I hadn't heard anything, so I thought I would call up to check if it's still going ahead. I was told that my appointment had been cancelled because I can't get fibre in my area... Even though the sales advisor told me I could. It turns out the appointment was rejected ages ago and I was waiting for nothing, I received no communication from direct save. They offered nothing in the way of compensation and said it would take a further 2 weeks to get standard broadband connected. I cancelled my order and was told I would receive a refund for the £60. Another 2 weeks passed and I haven't received a refund. I called again today chasing my refund, the person was blunt and rude, often going silent for minutes at a time with no notice. The call took almost 15 minutes and when I asked why I wasn't refunded they said they are transferring to a new system and there was an error. Again they didn't contact me, were they hoping I forgot and let them have the money? They have all of my contact details, and I received emails and calls at the initial stage so they could sell me the product. Only after they charged my account did the communication stop. Hopefully my refund should be processed in the next couple of days. All in all they were useless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Penzance 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  
Poor Servicervice, Slow Speed, Over Priced
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harrietsham 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 transferred to Direct save because Talktalk could not resolve problems with the phone line And when i applied to direct save i was told it would be a lot cheaper so far in five months they are trying to charge me £345 pounds they say i had engineer visits which i did not whe i questioned them about these visit and ask where are the job sheets which i would have signed for these visits i was to the don't operate that way so in fact the can bill you without any proof that the visit occurred i have told them thatb i am not prepared to pay for visits i have not had but i am told that the bill still stands i have been disconnected for 3 months now and they are still charging me for connection those of you who say direct save are tops must be the lucky ones i am not DirectSave do not live up to customers service that they promise the are slow if not at all to return a call the do not follow up on complaints they don't answer emails or letters that are sent but are quick to send court proceeding letters if you query bills that you dispute. Over all this provider can charge you what they like and expect you to pay with out question.
  • Satisfaction
    1 star
Garsfield Gardens Direct Save  
Do NOT touch this company with barge-pole. They are NOT FIT FOR PURPOSE! Constantly losing internet connection!APPAULING download speed(as low as 0.5mbs)Hence at peek times? the connection is lost. I have to say, in ALL my years of being on the internet? NEVER,EVER have I had the misfortune of being landed with such a disgraceful service provider as this 1. PLEASE! do yourself a HUGE favour and do NOT have ANYTHING to do with this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Midlands Direct Save  
Cowboys - AVOID!!! Signed a 2 year contract with them. Had frequent problems, they always overcharge and refuse to refund (eg double charging on line rental - you pay for about 16 to 18 months each year!!!). Poor broadband (only 30% of the speed of previous providers we have used). Poor reliability, often went down. Rude abnoxious, uncaring customer service. How bad can you get.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Weybridge 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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