Direct Save Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Direct Save.

Recent Customer Ratings for Direct Save

  • Satisfaction
    2.5 stars
  • Customer Service
    2.6 stars
  • Speed
    2.5 stars
  • Reliability
    2.4 stars

Based on 100 customer ratings since 2018-07-21 (Show all time ratings)

Visit Direct Save   Read our Direct Save buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

364 Customer Reviews for Direct Save

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Reviewer Location Reviewing Date Ratings
Sometimes slow
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Redcar Direct Save  
I had to buy out of my contact early with direct save. From the moment with took up the broadband and telephone service we had problems. I asked them to waiver the early end of contract fee, but they would not agree. The service was appalling, the equipment was of poor quality. The service used to cut out every day, or buffer. I lost several days work because of the service was not fit for purpose. It cost me £59 to leave. I am now with BT and we have an excellent service now.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
York 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  
Do not use this company. I have been with them for 18 months. They are trying to charge me £ 130 for engineer. Told me to buy my own router.... Still doesn't work. They are terrible, we still have no wifi!!! 18months later DO NoT USEever!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Darwen 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  
Absolutely shocking company!!!! It says on their website 24/7 technical support. Rang up this evening and told they have no engineers so will have to wait for a call back in the morning. Supposed to have Fibre Broadband but speed is showing at 0.7!! Not happy at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Direct Save  
I signed up to Direct save 2 months ago and I must say I was very impressed with the package I was recommended by. A gentle called Tony, offered me the Broadband Deal.The pricing was a great saving, and I have saved myself £37 a quarter. Thank you for helping me.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
CAMBERWELL 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  
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  
PC often sluggish getting started but not really a problem. Recent problem with new router but excellent and thorough help from technical staff.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Wookey Hole Direct Save  
Terrible customer service, they may be slightly cheaper, but they tie into their contacts and leaving fees without full explanation. Avoid at all costs.
  • Satisfaction
    1 star
  • Speed
    1 star
North Wales 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  
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  
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  
Excellent budget broadband service, just wish the basic broadband in this country was a little faster at times, however I have no issues watching internet tv services threw it.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Clacton-On-Sea 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  
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  
Excellent customer service from this supplier. I'm in a slow broadband area mainly due to Openreach's inactivity in rural areas.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Stockbury Kent Direct Save  
Incredibly slow internet! Cannot wait until this contract is over so that I can switch to another provider.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
Kent Direct Save  
I recently changed provider from Talktalk to Directsave, I got fed up of the continual price rises over the last two years, so looked elswhere and checked reviews and although directsave had some bad ones, so do most of the others, so I'm giving them a chance.
To start with now Iam now paying £13.45 with Directsave compared with £27.70 for the same service from Talktalk.
The changeover went very smoothly, router came pre configured just needed to put the wifi password into my laptop.The BB speed (over 8Mb/s) is exactly the same, as is the evening & weekends phone service.
Overall pleased with the savings and the customer service up to press.
Like all service providers, there may come a time that I become dissatisfied, as I have on the three previous occasions.
But I am always willing to give a smaller, less greedy company a chance.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Sheffield Direct Save  
I recently changed provider from Talktalk to Directsave, I got fed up of the continual price rises over the last two years, so looked elswhere and checked reviews and although directsave had some bad ones, so do most of the others, so I'm giving them a chance.
To start with now Iam now paying £13.45 with Directsave compared with £27.70 for the same service from Talktalk.
The changeover went very smoothly, router came pre configured just needed to put the wifi password into my laptop.The BB speed (over 8Mb/s) is exactly the same, as is the evening & weekends phone service.
Overall pleased with the savings and the customer service up to press.
Like all service providers, there may come a time that I become dissatisfied, as I have on the three previous occasions.
But I am always willing to give a smaller, less greedy company a chance.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Sheffield 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  
The amount of providers available on the "Open Fibre Networks" (previously Independent Fibre Networks) is limited, and Direct Save is one of the very few options. But the technology is the same for all the FTTH providers on the network, so price plays an important role in the choice. Direct Save is one of those few providers. It is not fancy, on the contrary, but the broadband works just fine, installation was a breeze, and sales and customer service - although hardly ever needed - is very friendly (and UK based). Also, the package includes a landline by default, which other FTTH providers do not without paying extra. Conclusion: no frills, but just what was needed, a stable, reliable, fast and as cheap as possible internet connection. Comes with an older router, but with advanced capabilities such as media server. Would recommend if OFNL servers your building.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Acton, London Direct Save  
To be honest direct save are really good there speed is good not best but all day everyday no cuts or slow downs. They been so helpful customer service. Upset me seeing people not giving them credit. More company like this needs our support. Thanks direct save
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
London 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  
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 to agree with the other comments.

First their online web registration system is a total failure. I went through the process countless times giving all the information requested, direct debits etc. and the final 'submit' button takes you back to the start. At first I waited a few days for the conformation. Then I tried again. and again then gave up and telephoned them.

"Do you want a router?", I was asked. "Not if I don't need yours, I have half a dozen routers already!", I replied. The router came regardless and I was charged for it.

I pre-paid the annual line rental but the monthly bill was much higher than expected. I was being charged for 'caller ID' more per month than the charge for internet and the calls package combined! I had never asked for this, was never told about before and never given the option not to have.

I had to threaten legal action to get the caller ID charge removed and customer service were totally dismissive and patronising throughout.

I have found this site today because my broadband connection has become extremely slow and unreliable. I cannot even get the braodband speed checker to give me a figure because the connection won't hold long enough. Let us just say that the speed is insufficient to listed to the radio with iPlayer - less than old dialup speeds of 28 kbps.

Avoid, avoid, avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Huddersfield 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  
Dreadful company. With them 4 years and they were initially ok but has gone down in terms of pretty much anything you'd want to judge a provider on.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Orpington Direct Save  
Zero stars.

They took money out of my account without authorization. (worth more than the entire value of my contract with them!!)

They lied on the timing when they sold me the product.

Had to go to the ombudsman to get my money back.

Horrible, money grabbing company - amoral, unethical thieves.
London Direct Save  
THIEVES. Charged me £180 quid for NOTHING.
DO NOT USE THESE CROOKS.
£92.30 first month £54.45 to DISCONNECT?!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London 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  
Service is rubbish.Plus they are vicious ,they instruct debt collectors rather than send a correct invoice.
Do`nt sign up you WILL regret it.
They take out money from your bank account for services which you have
NOT used.
West Yorkshire Direct Save  
Bad service bad customer service they send you one bill tell you to pay that then when you pay it your told sorry no that's incorrect bill please pay double what you've already paid and we will switch you back in worse company ever going do not use avoid at all costs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle upon Tyne Direct Save  
At first it was fine I told them I wanted invoice to review my bills but sent nothing and was charged I did not realise this as I could not get online they had not registered me on the system when I informed them. Eventually I was able to review my bills but if you do not see them online in time then they are gone, you should be able to review bills you have missed.
I had threatening text messages stating that I had not paid my bill even though it is direct debit. I called customer service and they confirmed it was a mistake it was paid and they apologised it would not happen again but yet again I got another threatening text message for a new bill. I once again called customer service and they said I must of disabled my direct debit which I had not done and they had blocked me from getting internet as they stated I had not paid 2 of my bills. I called my bank and they stated directsave had not taken any money and that's why there was a problem.
I contacted directsave again and informed them and they realised it was their mistake they had not taken payments for the bills. There has been constant incompetency on their part to make sure the bill is paid. They had also taken £9.95 for membership fee that I did not agree to and had to get them to pay me back the money they took out without my permission. I feel this company need to train their customer service and account department on how to manage payments and to make sure to thoroughly check why it has not been paid before threatening customers
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
kilburn Direct Save  
Supposed to be fibre speeds but no where near, have to use a booster to get a signal in my entire flat
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
London Direct Save  
very good service ive recently signed with direct save telecom and save a lot of money £1.95 broadband deal was perfect for me.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
bromley 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  
Direct Save is a Company you can rely on
And their are not many companies you can say that about
And they are very cost competative
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Bognor Direct Save  
Customer service is poor just joined direct save had no invoice or nothing to say i have to put 25 pound after a couple of weeks of joining and i rang and have not been told nothing about this no letter or email so disconnected me customer agents start arguing with me over the phone if i dont pay this now we will cancel your contract and send you to debt collectors as a new customer i am discussed in the service im receiving
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Peterlee 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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