How to cancel Direct Save broadband
Thinking of switching? Cancelling your Direct Save Telecom broadband is simple once you know the steps.
- Customer Service Team phone: 01923 709 709 (8am-8pm Monday to Friday, 9am-5pm Saturdays and Public Holidays)
- Contact Form: www.directsavetelecom.co.uk/contact_us (advisors will respond within 24 hours)
Switching broadband is easy!
If your broadband contract minimum term is over, and you’re switching providers, your new provider will cancel Direct Save Telecom for you using the One Touch Switch system.
Early exit fees and contract end dates
Before you cancel, it’s worth checking your contract status. Leaving early could mean paying extra charges.
- Still in contract? You will be charged early termination fees for the remaining months left on your contract. This is £20 per month.
- Out of contract? You can leave with 28 days’ notice and no fees. Either cancel yourself by getting in touch, or switch to another provider.
- Find your contract end date: Log in to your Direct Save Telecom account or call the customer service team.
Out of contract? It’s the perfect time to switch and save!
Genie Tip:
Don’t get caught out by hidden charges and additional fees - always ask for a full final bill breakdown
How to check if you’re out of contract with Direct Save Telecom (DST)
Log into your online account or call the support team on 01923 709 709.
Returning your Direct Save equipment
Once you’ve cancelled your service, you may need to send back your wireless router, or you could be charged £59.95.
- Read more: ‘What to do with an old Wi-Fi router’.
Genie Tip: Don’t wait until your contract end date to start looking for a new broadband provider. You need to give 28 days’ notice for Direct Save.
Mark a note in your calendar and around a month before, use Broadband Genie’s deals checker to compare your options.
How to make a complaint to Direct Save Telecom
If you’re unhappy with your broadband service, here’s how to complain:
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Call Customer Services on 01923 709 709, fill in a contact form or write to:
Direct Save Telecom
Direct Save House
Century Court
Tolpits Lane
Watford
WD18 9RS
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Keep all copies of your emails and call notes
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If your complaint hasn’t been dealt with after 4 weeks, you can escalate by emailing [email protected].
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Allow up to 8 weeks for them to respond. If your complaint isn’t resolved after this time, you’ll receive or can request a ‘deadlock letter’. This means you can escalate your complaint to an Alternative Dispute Resolution (ADR). In this case, the Communications Ombudsman.
Genie Tip: Ombudsman cases can take time, so it’s best to try to resolve the issue directly with Direct Save first.
Switching to a new broadband provider
If you’re switching to a new broadband provider, start looking around six weeks before your contract ends. This gives you time to research and give adequate notice.
- Use our postcode checker to find faster, cheaper deals
- Your new provider can handle the switch for you
- Most switches take as little as 1-2 weeks, but you can arrange switchover days in advance
- You can keep your home phone number with you when you move
- Speed: 900Mb avg. speed
- Set-up cost: £0
- Contract: 24 months
Rewards:
£31.99 per month
£35.99 from 31st March 2027
£39.99 from 31st March 2028
- Speed: 1.6Gb avg. speed
- Set-up cost: £0
- Contract: 24 months
Rewards:
£33.99 per month
£37.99 from 31st March 2027
£41.99 from 31st March 2028
- Speed: 900Mb avg. speed
- Set-up cost: £0
- Contract: 24 months
Rewards:
£25.99 per month
£29.99 from 31st March 2027
£33.99 from 31st March 2028
FAQs about cancelling Direct Save broadband
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How do I cancel Direct Save broadband?
Call 01923 709 709, fill in the online contact form, or switch to another provider.
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Does Direct Save charge cancellation fees?
Yes. If you leave before your minimum term, you’ll be charged £20 for every remaining month left on your contract.
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Can I cancel Direct Save for free?
All new broadband customers have a 14-day cooling-off period from the start of their new service. During this time, you can leave for free if you’re unhappy for any reason.
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How do I complain to Direct Save Telecom?
Log your complaint by phone or email, then escalate to the Communications Ombudsman after 8 weeks if unresolved.
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Will my broadband stop immediately?
No. Your service continues until your agreed disconnection date. If you want to switch to a new service, give yourself time to find a better deal.
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Can I cancel for free if I’m moving home?
If you’re moving home, there’s a good chance you can take your Direct Save service with you. If you’re currently on a full fibre deal and your new property isn’t hooked up to a full fibre network yet, you may need to downgrade.
When you move, you will need to commit to a new 18-month contract. If you choose to cancel your service, you’ll be charged an early termination fee. -
Will I lose internet while switching?
No. Your service continues until your agreed disconnection date. You may experience a brief period of downtime on the day, but this is normally minimal. If you’re switching between networks, i.e. Direct Save to Virgin Media or any altnet provider, you can have both services running at the same time - so no downtime whatsoever!
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Can I cancel for free if my Direct Save Telecom broadband is too slow?
DST hasn't signed up to the voluntary Ofcom broadband speed code of practice, which means you don't have a right to cancel due to speed.
DST may still release you from a contract because of this, but this is at its discretion. You probably need to pursue a complaint. Your first port of call should be technical support to try to fix the problem.
Thinking of leaving Direct Save? Switch now, find a better deal!