466 Customer Reviews over 12 pages
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- Location
- Haywards Heath
- Reviewing
- Direct Save
- Date
- 2013-03-01
- Comments
-
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.
- Location
-
- Location
- Edinburgh
- Reviewing
- Direct Save
- Date
- 2017-06-14
- Comments
-
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
- Location
-
- Location
- Salisbury
- Reviewing
- Direct Save
- Date
- 2018-02-15
- Comments
-
Was with them for a long time - customer service was dire, VERY VERY expensive, broadband. Rubbish rubbish company
- Location
-
- Location
- MK
- Reviewing
- Direct Save
- Date
- 2018-07-17
- Comments
-
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.
- Location
-
- Location
- sheffield
- Reviewing
- Direct Save
- Date
- 2019-03-18
- Comments
-
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
- Location
-
- Location
- Aylesbury
- Reviewing
- Direct Save
- Date
- 2021-06-17
- Comments
-
Avoid or don’t sing long term contract !!
I do not recommend this company because I was with them for 6 years I wanted to end the contract because they could not provide me the same speed at the new address so I wanted to quit so they made me pay 150 £
The offered me a lower speed broadband there but I had to pay £40 extra for reconnection but they offered me a broadband with lower speed.
Avoid ! 6 years and that’s how they say goodbye for long term customer!!
- Location
-
- Location
- Bedfordshire
- Reviewing
- Direct Save
- Date
- 2013-08-23
- Comments
-
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.
- Location
-
- Location
- North Yorkshire
- Reviewing
- Direct Save
- Date
- 2013-08-30
- Comments
-
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.
- Location
-
- Location
- West sussex
- Reviewing
- Direct Save
- Date
- 2018-07-18
- Comments
-
Intermittent connection, lack of customer service
- Location
-
- Location
- Southampton
- Reviewing
- Direct Save
- Date
- 2016-11-22
- Comments
-
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
- Location
-
- Location
- Wisbech
- Reviewing
- Direct Save
- Date
- 2016-11-19
- Comments
-
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.
- Location
-
- Location
- Chelmsford
- Reviewing
- Direct Save
- Date
- 2016-11-07
- Comments
-
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.
- Location
-
- Location
- Chelmsford
- Reviewing
- Direct Save
- Date
- 2016-10-22
- Comments
-
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?
- Location
-
- Location
- Chelmsford
- Reviewing
- Direct Save
- Date
- 2017-02-16
- Comments
-
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.
- Location
-
- Location
- Chelmsford
- Reviewing
- Direct Save
- Date
- 2019-07-12
- Comments
-
Poor technical support for an unreliable service and equipment. APPALLING customer service - chippy ill-mannered call centre staff. Will be moving to another ISP.
- Location
-
- Location
- Tooting - London
- Reviewing
- Direct Save
- Date
- 2018-07-18
- Comments
-
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!!!
- Location
-
- Location
- Gloucestershire
- Reviewing
- Direct Save
- Date
- 2017-01-15
- Comments
-
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.
- Location
-
- Location
- PORTSMOUTH
- Reviewing
- Direct Save
- Date
- 2019-12-17
- Comments
-
I only have regular broadband but I have never had a problem since joining Directsave 4 years ago
- Location
-
- Location
- Harrogate
- Reviewing
- Direct Save
- Date
- 2019-04-06
- Comments
-
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.
- Location
-
- Location
- 92 tatlow road glenfield leicester
- Reviewing
- Direct Save
- Date
- 2018-07-17
- Comments
-
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.
- Location
-
- Location
- Wales
- Reviewing
- Direct Save
- Date
- 2016-09-21
- Comments
-
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
- Location
-
- Location
- Bristol
- Reviewing
- Direct Save
- Date
- 2018-06-21
- Location
-
- Location
- London
- Reviewing
- Direct Save
- Date
- 2016-05-06
- Location
-
- Location
- Pontefract
- Reviewing
- Direct Save
- Date
- 2023-01-03
- Comments
-
Great service from Direct Save. Moved into a new house and have not been able to get broadband from any mainstream providers for various silly reasons. Direct save got me connected in 2 working days without any issues. Always answered the phone quickly and actually spoke to me like a person, not like the usual offshore call centres. The price is also really good and you get great speeds in my area. Can't fault their service.
- Location
-
- Location
- Isle of Iona
- Reviewing
- Direct Save
- Date
- 2018-07-18
- Comments
-
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
- Location
-
- Location
- london
- Reviewing
- Direct Save
- Date
- 2016-04-11
- Comments
-
total rip off really rude customer service not helpful in one bit asked to speak to the manager and get told I am speaking to the manager by mat which was a blatant lie the line was working for an hour now they want £60 for me from nothing i say nothing 1 hour of Internet connection be warned of daylight Robbery 11/04/2016
- Location
-
- Location
- Reviewing
- Direct Save
- Date
- 2018-10-04
- Comments
-
seem to get high phone call prices ie 0844 etc nos 6.00 for 18 mins
- Location
-
- Location
- cheadle hulme
- Reviewing
- Direct Save
- Date
- 2018-07-18
- Comments
-
after poor start things are now OK
- Location
-
- Location
- worcester
- Reviewing
- Direct Save
- Date
- 2014-01-13
- Comments
-
tried to order, accepted my order and transfer should be in 5 days. no contact after 9 days have e mailed twice with no response so have cancelled order in disgust. stay well clear
- Location
-
- Location
- sheffield
- Reviewing
- Direct Save
- Date
- 2018-07-20
- Comments
-
I've been with Direct Save for about 18 months. The changeover was less stressful than I imagined, I'm saving around 25-30% when compared to my previous supplier, and I got excellent support with the one issue I had when switching. And they respond in reasonable time when I phone them.
- Location
-
- Location
- London
- Reviewing
- Direct Save
- Date
- 2021-05-25
- Comments
-
Be very careful with their misleading terms.
Due to COVID, and after being their customer since 2017 (no longer on a fixed contract) I called them to upgrade my Fibre Speed, which they promptly did while locking me in a 12 month contract again. It was clearly stated over the phone that if I had to move houses and they could not provide me the same service, I would pay no termination fees. Contract was never provided, just an email acknowledging the new package and informing me I was now on a 12m contract. Cue to now, having moved houses and not having access to fibre, they say that since they can provide me basic DSL via phone line, I either keep a contract with infinitely slower internet or pay them £90 in termination fees. Beware.
- Location
-
- Location
- cheltenham
- Reviewing
- Direct Save
- Date
- 2019-11-11
- Comments
-
our download speed has recently dropped so that our 2 computers are taking longer to fill the screen
- Location
-
- Location
- YORK
- Reviewing
- Direct Save
- Date
- 2018-08-29
- Comments
-
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.
- Location
-
- Location
- Penzance
- Reviewing
- Direct Save
- Date
- 2018-07-17
- Comments
-
A couple of times I've had a problem with my router so I've called the tech support people at Direct Save and they have talked me through, step by step, how to fix the problem on both occasions. Very patient, very courteous and left me feeling I had just experienced PROPER customer service. I'd highly recommend Direct Save. Such a relief after years of BT !
- Location
-
- Location
- Andover
- Reviewing
- Direct Save
- Date
- 2018-07-17
- Comments
-
because of our specific locale, we were/are quite limited in our choice of broadband provider... i admit that i originally selected direct-save because they had a range of service options and also because they were/are very price competitive.... so on that basis (over the period of 18 months that we have been customers) i can only muster a couple of minor grumbles - overall, good value for money
- Location
-
- Location
- Newcastle
- Reviewing
- Direct Save
- Date
- 2017-03-03
- Comments
-
I made cancellation on last October in 2016, but Direct Save still charge 35 pounds so far.. I told 4 times already about my cancellation. I'm exhausted..
- Location
-
- Location
- Bonnyrigg
- Reviewing
- Direct Save
- Date
- 2018-07-17
- Comments
-
Sorry but the speed and reliability is a real let down! I’ve been promised a new router twice but still not received anything
- Location
-
- Location
- Cumbria
- Reviewing
- Direct Save
- Date
- 2022-06-09
- Comments
-
Not a customer yet, but I am trying to cancel my application. They have billed me for a telephone service that I didn’t know I had. I wanted to keep my existing number but they seem to have given me a new one. They have charged me for paper billing but have never sent a paper bill. Telephone support just cut the call short. Trying again before complaining to the Ombudsman.
- Location
-
- Location
- Morpeth
- Reviewing
- Direct Save
- Date
- 2018-07-17
- Comments
-
Shocking service. Terrible connection put on the wrong contract. No return calls
Long waits to get through to support desks
Wish we hadn’t changed suppliers
- Location
-
- Location
- WATFORD
- Reviewing
- Direct Save
- Date
- 2015-12-08
- Comments
-
been with direct save for a while and i find the speed with the broadband and signal strenth is very very good .. im happy with my service and beening uk based is a very very helpfull but i never need to contact as all is perfect and for a GREAT PRICE !!!! line rental payed up front an bb for £0.95p
- Location
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.
Direct Save are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Direct Save.