Direct Save Home Broadband Reviews

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.

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!!

broadband was good but customer service is really bad not replying to E-mails over charging and every month the bill gets higher.

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.

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???

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?

spot on service for out in the sticks way better than any other provider

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.

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.

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.

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

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!

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.

They change contract terms and increase charges. They charge hunders of pounds to terminate contracts. Need I say more. You have been warned.

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

DIRECT SAVE, A COMPLETE RIP OFF COMPANY,VERY RUDE,AND LIARS.

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....

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.

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

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.