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
    2.8 stars
  • Customer Service
    3.1 stars
  • Speed
    2.7 stars
  • Reliability
    3.1 stars

Based on 100 customer ratings since 2019-11-29 (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.

430 Customer Reviews for Direct Save

Reviewer Location Reviewing Date Ratings
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  
I would avoid this company, very unsatisfactory service and poor customer service skills + their service is always going down/slowing down.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tockwith 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  
The worst Internet provider I have ever had. Constanly unreliable service, slow Internet speeds (currently 2Mb for a fibre boradband is a freaking joke). Every time I call them it's all fine on their end. Have tried 3 routers already (as they always blame it on my router) and I keep having problems. Since I joined, in 2 years the price has gone up by £10 while the quality of service keeps decresing. AVOID, AVOID, AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Direct Save  
Constantly slow and unreliable. Usually in the evenings so cannot even watch TV over IP. Their customer line closes at 8pm so cannot report it. Give them a call the next day, they say all is fine. Quite frequently I get speeds of 2Mbps over fiber. Isn't that insane? ADSL was faster than the service this company provides. They always blame something else but me and most of my neighbours experience the same so it is a constant disappointment. Unfortunately the only alternative is SeeTheLight who are exactly the same as this company. So new builds are stuck with this kind of monopoly, where you only have these Cardiff-based companies providing horrible customer service and awful QoS on broadband. Worth to mention is that within less than 2 years, my bill went up by £10 while the service remains shajt.
Bristol Direct Save  
tried to order, accepted my order and new line should be in 14 days.engineer arrived after 3 days ,not expected until another 4 days,said i dont need i new line,but am still being charged for new line,phoned direct save,they made excusse for still charging £30 for new line i dont need,but stil not connected,engineer who should have arrived 5 days later didnt,but router did arrive,phones again i was told another excuse ,email 2 days later no reply,again 3 days later no reply next day phone again ,all calls from my mobile,they are surprised i got no land line to call,still not called me back,phoned again today,3 weeks after original order,and they tell me there is a fault on the line,will be another 15 days before engineer can come out to have a look ,so i cancelled in disgust,and they will refund the £30 for new line after i have sent the router back to them,so its cost me in phone calls,and postage for router and to return it ,so am having to find another supplier ,or renew mobile contract and mobile broadband
  • Satisfaction
    1 star
  • Customer Service
    1 star
north wales Direct Save  
Have had no problems with this company at all. Changed to them after being with sky for years, who's bills had gone astronomical. Changed after searching for better deal and found this one on U switch. Paid line rental year in advance (£11.50) a month saving me £8.49 a month compared to sky, and broadband deal of £1.95 a month (unlimited usage) saving another £6 month. Did everything on line and all was completed easily and satisfactory.
Sky cut line off dead on the dot of 8am on changeover leaving me with no phone so called direct save customer service spoke to a helpful young man who said he would check it out and were connected within the next half hour. No complaints about that..
Broadband speed is better than sky.
Surprised when first used it as to how quick it was. Have had no problem with any monthly bills for phone calls. The only thing is the free wifi router is obviously a cheap version but it works OK , it does drop out if wander too far away but easily corrected if use a better router or extender. Had my doubts before changing after reading reviews but unfounded all in all no problems or complaints. Thankyou Direct save and U Switch. Saving £15 a month . happy happy.☺
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Essex Direct Save  
not a good start as I started 9 nov 2020 to date Direct Save have taken £63.75 for just standard broadband and the month not finished yet.
I had to contact them about the monies taken and why the bill is not clear.it appears they have taken money they should not have and have to wait for my refund.After requesting paperless bills was sent a bill .Customer service have been polite it is true you have to wait to get through to talk. I can say after leaving the post office Direct Save have provided me with better Internet connection but is early days to compare.I was concerned as my first month is not billed as a month because it started on the 9 November and instead of being billed to 9 December its only for the end of that month which I find bizarre normally doesn't matter when you start your billed monthly.
Also being charged to call customer service from your land line is a bit petty I have always been able to call customer service from the providers land line free and pointed this out as with all the problems listed above
Its up to Direct save to keep me as an ongoing customer some of the above needs to be addressed I do not agree that before your contract starts fees should be taken from your bank in my case my contract started 9 November 20 and was billed £44,80 October 20 before contract started
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
GRANTHAM Direct Save  
I am trying to get hold of someone to find out how to change my password, I have now been trying for two days ! No info on website. There is no email address at all, and phoning just gets message "lots of calls waiting", hopeless. I have had enough.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Dorset Direct Save  
Having recieved 4-5 hubs in the first 12 months, had an unanounced increas in my broadband price I am not at all imprest with the service
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Dalnabrec Direct Save  
Broad band tend to cut out every so often.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    2 stars
FELTHAM MIDDLESEX Direct Save  
Following unhelpful discussions I still think you should provide explicit reasons why I am not able to return to my previous supplier following your contract with the housing assoc where I now live Plus your phone charges are much higher than my previous supplier.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Cambridge Direct Save  
Absolutely outstanding service I have been Directsave for a 8 years and the service from them is flawless.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Cheshire Direct Save  
Great service. Good, cheap broadband. Easy, comprehensive billing each month. Highly recommended compared with some of the much more expensive Internet providers.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Bodmin Direct Save  
I have been a customer of Direct Save Telecom for a year now. I am writing this review whilst I have been waiting for over half an hour to speak to customer service (This is at 11am on a Tuesday morning - hardly peak time).

Over the course of the year, Direct Save's customer service has been slow and clumsy to discuss simple matters. Here are some of the things I encountered in my year as a customer

1) They have continually spelled my name wrong on correspondence, despite having asked four times to change my name (spelling of name is required to log in to account

2) As I came to the end of my contract, I was receiving a call every day for about two weeks from them trying to get me to renew my contract. This is despite having asked them three times to stop calling me.

3) They use this small written in clause to get you to buy into their 'annual discount club' for £8.95 when your contract is over. You're put into it when you join, and when your contract expires they start charging you for it. It's a completely useless scheme. This is buried in your contract so it's hard to notice

4) Your wait for customer service will always be incredibly long whenever you ring. I was told by one of their colleagues that this was due to them being a relatively new company, but I have seen little improvement in a year. You will typically wait over half an hour in off-peak times, worse if you call after 5pm or the weekend.

5) I gave DirectSave a bad review on here early into my contract. A representative asked me to call them to discuss it. I called them, waited over half an hour to speak to them. When I did get through, the representative did not know the nature of my complaint about having to wait so long for customer service.

Direct Save is cheap, but it is definitely not the fastest broadband out there for the price. You also get a very low standard of customer service.

UPDATE OCTOBER 2020
I called on 28th October to enquire why the amount of £85.95 had been taken out of my account on a date which wasn't when I had set up my direct debit. I waited twenty minutes to get through to an advisor who then put me on hold and disconnected my call. I called back up to wait another 15 minutes. The advisor I spoke to put me on hold for ten minutes while they tried to work out why I had been billed that amount.

I was then informed that 'because our payment systems had been down between July and September, money hadn't been taken out of your account correctly'. I asked why there were no invoices detailing this and they couldn't answer.

I also enquired as to why I was still being charged for their 'discount club' (£8.95 a month) when I had rung up twice to cancel it. I was told that it would be cancelled from now on.

I was also also told that the amount of £85.95 was incorrect by twenty pounds. I told them I would reclaim the direct debit until I was properly invoiced so I could see what I was paying for.

I am only with Direct Save because it is the only internet service provider I can get in my area that doesn't require a yearly contract ( I am in my current accommodation temporarily for work)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
manchester 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  
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  
I'm perfectly happy with Direct Save an an ISP - hasn't failed once in the past 6 months (so haven't called customer service)and the telco rates are cheaper than elsewhere.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Haywards Heath Direct Save  
was expecting poor service although I dont use customer services very often the times I have phoned them I have been connected pretty much instantly unlike other bigger companies where you are on hold for 45 mins etc, I have only good things to say, some of the complaints are unfounded for example waiting in for engineers who do not turn up, this is not DST this is BT Openreach who DST have no option but to use, Im guessing they probably mess other ISPs about to make them look bad
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Edinburgh 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  
The broadband is ok but the customer service is utterly shocking! If they weren't the lesser of two evils of only two possible suppliers on my estate, i would never use them and will never recommend them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
MK Direct Save  
was good at first (apart from rubbish set up advice) but now speeds are appalling (less than 3 down and less than 05 up).
Only chose them cos dont want a contract.
But no longer fit for purpose
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
sheffield Direct Save  
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  
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  
Intermittent connection, lack of customer service
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
West sussex 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  
I have been with DST for many years and only had a couple of minor broadband issues which were resolved quickly and professionally. So I was a bit bemused when reading the poor reviews initially"........but recently I had to call technical support and the usual competent technical.person appears to have been replaced with someone from the "turn it off and on again" team. Also I wanted to upgrade to fibre but the Sales team don't handle that and said I should contact customer services but refused to transfer me. I now know why.........I spent 15 mins every day for 6 days trying to contact them without any success. I resorted to requesting a callback. Five days later I got an email saying I should call them!!! WTF something has changed this year and not in a good way.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Wisbech Direct Save  
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  
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  
The worst utility provider ever experienced in my lifetime. Four times wrongly billed and then cut off for reclaiming a debit. They suggested I leave without penalty and fortunately I insisted this in writing. When I left they sent a bill for £234 for breaking contract
then another for a different amount with threat of Court Action. I got in touch with Ombudsman Service who investigated and agreed that Direct Save actually owed money to me. They ensured that this was returned plus a £65.00 Goodwill Payment and a statement that said they had been told to apologise. Not a very convincing apology. Avoid this company at all costs. They should have their license revoked and should not be allowed to trade.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chelmsford Direct Save  
Poor technical support for an unreliable service and equipment. APPALLING customer service - chippy ill-mannered call centre staff. Will be moving to another ISP.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Chelmsford Direct Save  
So far so good but after a year, 30% increase?? And without warning or explanation?? That is insane. I'm about to terminate my contract...
It's abuse!!!
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Tooting - London Direct Save  
Like so many other reviewers on this site, my experience with Directsave Telecom has been utterly appalling.

When I decided to switch to another provider, I initially made the mistake of not giving 28 days notice, for which they charged £54.45 "admin fee" and router charge. As soon as I realised this, I used the new provider's cooling off period to cancel the switch, checking very carefully and repeatedly with Directsave that if I did this they would not take this charge. Their employee checked with the manager, confirmed that the charge would not be taken, and emailed confirmation.

Shortly afterwards the £54.45 was deducted from my account by direct debit.

Following multiple attempts to contact DST by phone, which were either unsuccessful or resulted in pointless conversations with people who knew nothing about my account, I cancelled the direct debit and gave 28 days notice to leave.

Since then (this was in November 2016) they have been sending me bills with the £54.45 still included, have demanded rudely that I send the router back, despite there being no mention of sending the router back anywhere in their Ts & Cs, and have billed me for service for the whole of November and December despite the fact that I left them in mid-November. In their latest bill they appear to threaten me with court action.

So ... like many others, my advice is DO NOT EVER, EVER THINK OF USING DIRECTSAVE - GO ANYWHERE ELSE.

By the way, I am now paying much less for 52 MB fibre than I was for 4MB with DirectSave.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Gloucestershire Direct Save  
I only have regular broadband but I have never had a problem since joining Directsave 4 years ago
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
PORTSMOUTH Direct Save  
I moved providers because I wanted to cut costs. Direct Save were more expensive than my last provider so a year later I moved again. They slapped me with a bill for £19 and immediately threatened me with dept collection if I did nt pay. All that despite paying a months rental in advance and only using the provider for half a month. No refund. These people are not nice. Stay clear of them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Harrogate Direct Save  
I like direct save because I believe they are not there just to make money but to help in giving fair prices and great customer service. It's top marks for me keep up the good work.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
92 tatlow road glenfield leicester 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  
Do not touch worst firm ever dealt with they said I had faulty router but they said I had to pay over £50 pounds to replace it which is against Ofcom rules they went behind my back and cancelled my order to a new provider plus there very rude on the phone
Bristol Direct Save  
Worst company ever come across, stay well away from then. Joke of customer service, joke of hardware, they send you the cheapest modem possible even second hand... connection lasted 1 day then cut out intermittently from then on. Had no chance but to move to a different provider. More needs to be done to stop companies like this stealing customers money! !
London Direct Save  
I find the supply generally reliable and am very happy any time I have cause to speak with Direct Save.
The local speed is low but that is not particualr to any 1 supplier
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Isle of Iona 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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