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
    2.4 stars
  • Customer Service
    2.6 stars
  • Speed
    2.4 stars
  • Reliability
    2.2 stars

Based on 100 customer ratings since 2018-07-27 (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
Donot touch direct save no phone for 4 weeks broadband up and down complete robbers
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BIRMINGHAM Direct Save  
AVOID AVOID AVOID, no response to emails, took 70 minutes to speak to a customer service rep when I was apparently 6th in the queue. Customer Service rep had no idea, obviously has not been provided with appropriate training, tried to quote me me GDPR, shame Information Governance is my job. Have cancelled as no contract, as no response or info from them as to when service will be provided, 13 days after signing up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norwich Direct Save  
Haven't had internet for nearly a week, customer service is terrible, keep telling me the same story, wouldn't recommend it to anyone
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newtownabbey Direct Save  
Speeds drops a lot, I work from home a fair amount and the speeds I get are a big concern. Several times I have called in to ask why the speeds so slow and theyve always blamed third parties or just said theyre not... Their customer service team are very poor at their roles; limited knowledge and very obnoxious.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Atkinson Direct Save  
This is from far the worst company I have dealt with in my entire life!

I signed up for fibre broadband, completely convinced after being assured by an adviser that in case of ANY issues a technician would be sent to my place. From the day I got the modem, at the end of June, internet only worked for a few hours then abruptly stopped. I haven't been able to get any connection since them.
I immediately called Direct Save and was told that unfortunately nothing could be done on their end and that the company's policy didn't allow them to send any technician in case of issues.

I was in shock, as obviously, I was lied to in order that I signed the contract. I asked that they cancelled it, which was refused first but 2 calls later they finally orally agreed, recognising that I was lied to.
After one month and a half, and a dozen of calls, waiting hours on the phone, Direct Save has eventually cancelled my contract, asking me to pay around £200 !! I refuse to pay it and I am in touch with a lawyer (friend of mine) to take legal measures as they categorically refuse to hear me and don't answer my complain letters.
Avoid them!!! That is my only advice. They are just a bunch of thieves, making false promises in order to steal your money.

Who would accept to pay for a service they don't get??!! Would you recon it is legal?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Direct Save  
Absolutely appalling company. No Internet for over three weeks now and no closer to a resolution. Queue times are horrendous to speak to customer service or support. When you do get through there is zero contrition, instead a chippy and conbative attitude. Unbelievable!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chelmsford 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  
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  
No internet for nearly 2 weeks. Constantly being told " update in final stages" How long are final stages? Proverbial P*** up in brewery comes to mind.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Lymington Direct Save  
Went without internet for 3 weeks, worst customer service, sent 10+ unanswered emails to their customer services email, extremely long wait times when trying to call them: 40 minutes - an hour.

Have been "put on hold" twice and then been hung up on because they have not known the answer to simple questions about my account.

Company does not call you back or update you.

The only plus is that once the engineer was eventually sent out, my internet is working. But it was an pain to get set up, and continues to be a pain after trying to confirm my refund and being hung up on...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Croydon Direct Save  
only provide broadband no tv
they do not allow you to change provider
as they don't allow access for other providers to check exchange speed
don't inform you when your 12 months are up
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
DERBY Direct Save  
my point of view about this is that i was very happy to come to use this broadband speed was very good untill now as its cuts out all the time now i had this before when i was with itaik i just wonder why pay money to this if you can not get online, but direct save says they have change my settings and still no luck if this keeps ongoing much longer i will leave if anyone having the same thing on your broadband what can you do
  • Speed
    1 star
YEOVIL Direct Save  
Bloody useless ....Only had them about a month just got my first bill......Wi fi down and can't make contact ......Paperwork said do not reset ......Biggest regret signing up with them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
lowestoft 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  
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  
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  
Watch out for the 28 day notice fee. If you move away from them and your new supplier doesn't give them 28 days notice which they usually won't then this shower will charge you £19.50. My best advise is to avoid them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Lincoln 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  
I payed them but they still havent installed the broadband. When I called and asked them they just said that the installation had been canceled. They didnt offer me anything in return. They just made me wait even longer for the broadband to be installed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle upon tyne Direct Save  
Haven’t even got my internet yet and all I’ve had is hassle from them. Called up 3 times now and every single time I’ve been told something different. I don’t think anyone in the call centre actually knows what they’re doing. Been a joke from start to finish and now they can’t even give me fiber even though I’m paying for it. Wouldn’t recommend. Dreading to see what comes next , plus the call waiting times are 20 mins+
  • Satisfaction
    1 star
  • Customer Service
    1 star
Newcastle 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've used their service for a year & changed the provider the first chance I got. I was initially charged additional £25 due to their mistake while changing the provider. The speed & the connection was bad, so I complained. I was provided with slightly better router which improved the speed slightly, however I was charged £50 for it as they claimed that they never received the original router I returned by post. It would have been much cheaper to go for fibre broadband with other providers. Don't think you'll be saving money, their service was more expensive than any other company I have used in the past.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Direct Save  
Had prob broadband had engineer out sorted it.half hour after back to normal had 2nd engineer out took 3hrs to sort it both occasions told won't have to pay 31st October got hit with with 335 pound bill got in touch with direct save not got to pay first bill got to pay 2nd said no problem I thought happy Christmas waste of time have to go on the streets begging for Christmas thanks direct save they are like crocodile keep well away cancelling contract aprill
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Stoke Direct Save  
I have the 35Mb no contract Superfast Fibre service at £42.95 per month. I suffer poor latency speeds, returning results of 700ms, 900ms, 1000ms results. I have to restart the router they sent everytime. They don't do anything to resolve the issue when I complain. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Direct Save  
seem to get high phone call prices ie 0844 etc nos 6.00 for 18 mins
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    4 stars
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  
The broadband continually fails to work. Never works at weekends and rarely works most evenings. It will connect for a short time then it goes down. Better during the day but will definitely not use this company again! Will change my provider as soon as my contract is up. I have called to complain and they have written a ticket but never had a call from the engineer, even though they say I might if there is a problem. Which obviously there is as it is not resolved after 4 months of complaining!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
kent 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  
14th Aug I reported severe line crackling
and intermittent\very slow broadband. Until the 25th they continually said there was no problem. At this time I asked them to test my router. I got a quick return call to confirm a fault. An engineer was requested and we were told to expect him on Tuesday 28th. We waited in all day - no engineer. I called Direct Save again and was told the engineer would attend the next day but we did not need to stay in as there was no need for his access. At 9.05 on our way to the super market we received a call from the engineer asking us to return home as he needed access to out home. Fault was rectified at 5.20 that day. We were offered approx 2 weeks refund which was increased to £20. Given the inconvenience and extra costs involved (returning from shopping, use of PAYG mobile for calls for over 2 weeks and return from shopping ) I am very disappointed and asked there agent to register my dissatisfaction.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
YORK Direct Save  
Customer service slow and unhelpful. Broadband keeps disconnecting, internet buffers, but according to Direct Save, they are giving a good service.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Norfolk 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  
Sometime the WiFi is weak and inconsistent.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Ilford Direct Save  
I pay for a fairly basic package which meets all my needs. Being able to speak to a real person in the UK is one of the reasons I've stuck with Direct Save; when I've had problems they've usually been good at sorting them out. Moving house has caused some problems, but this seems pretty general and they've been better than many I've heard about.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Darlington Direct Save  
Very helpful and quick to respond.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Andover Direct Save  
I have had no problems with Direct Save. They were very helpful when I changed address. Been with them for 5 years.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Tunbridge Wells 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  
I am reasonably happy with Direct Save Telecom; some small problems which have been sorted with a phone call; very kind and understanding people there. Thanks.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Hartlepool Direct Save  
After some delay with initial setup, good service.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Wrexham Direct Save  
Never had a problem.Great company
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Pembrokeshire Direct Save  
I haven't had any problems with direct save and would recommend it to everyone
  • Satisfaction
    5 stars
S.E.20 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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