466 Customer Reviews over 12 pages
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- 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
- DERBY
- Reviewing
- Direct Save
- Date
- 2019-07-06
- Comments
-
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
- Location
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- 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
- Dalnabrec
- Reviewing
- Direct Save
- Date
- 2018-07-17
- Comments
-
Having recieved 4-5 hubs in the first 12 months, had an unanounced increas in my broadband price I am not at all imprest with the service
- Location
-
- Location
- essex
- Reviewing
- Direct Save
- Date
- 2018-05-04
- Comments
-
price went up as contract was finished so I left. Been charged for leaving less than 28 days of notice given to D.S. Broadband hit and miss.
- Location
-
- Location
- Scotland
- Reviewing
- Direct Save
- Date
- 2018-07-18
- Comments
-
Started off alright, but after about 6 months the reliability dropped off the face of the earth. Internet would disconnect every 20 minutes.
Cancelled the service to find the cancellation fee was the remaining 11 months.
Always read the terms...And then choose another provider.
- Location
-
- Location
- Macclesfield
- Reviewing
- Direct Save
- Date
- 2023-07-05
- Comments
-
Worst BB I ever used will not consider again. Huge point they with hold the modem access password, painting a target on the back of its customers.
- Location
-
- Location
- Ware
- Reviewing
- Direct Save
- Date
- 2017-12-07
- Comments
-
Not totally happy. Internet 'drop out' happens frequently which is irritating
- Location
-
- Location
- Berkshire
- Reviewing
- Direct Save
- Date
- 2016-08-30
- Comments
-
They accuse you of lies when you complain or report the complaint. One of them even said: "I can't be bothered with that" whilst I try to report a technical problem.
Don't say you have not been warned.
- Location
-
- Location
- Lowestoft
- Reviewing
- Direct Save
- Date
- 2018-07-20
- Comments
-
When trying to watch netflix or play online games on ps4, the internet always buffers and chucks us off games etc. We often have to turn the wifi off on our phones if we want to watch netflix without it buffering for long periods, which is not ideal.
- Location
-
- Location
- Runcorn
- Reviewing
- Direct Save
- Date
- 2019-11-11
- Comments
-
Overall not too satisfied the customer services just put the phone down on you when they feel like and don't ring back so you have to que up all over again the customer services isn't the best I had my broadband disconnected for a week and they didn't inform me I had to ring up find out the problem they didn't rush to sort it out. Broadband speed is okay I guess when it works that is. The staff are rude and don't rush to sort anything out for you they over charge you on your bill sometimes too with out telling you. Wouldn't recommend to anyone searching for broadband !!!
- Location
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- Location
- Teddington
- Reviewing
- Direct Save
- Date
- 2018-07-17
- Comments
-
Ok until you actually need to talk to someone in customer service, tried calling and emailing to close my account and so far no reply, call back.. just got the run around.
- Location
-
- Location
- ST. ALBANS
- Reviewing
- Direct Save
- Date
- 2018-04-09
- Comments
-
My best advise to anyone is choose another provider!!!Deception,false information,account errors and ..i cant emphasise this enough, an appalling,terrible,misleading and time consuming customer service (If your lucky enough to get through to them).If i could leave a negative reading -1000000 i would !!
- Location
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- Location
- Newport
- Reviewing
- Direct Save
- Date
- 2021-03-09
- Comments
-
I have found Direct Save to be the poorest provider of Broadband. I found their willingness and ability to rectify technical issues were some of the worst I have experienced in any industry.Whilst all companies have problems with provision of services from time to time, the quality of Direct Save's customer service and enginerring lacked integrity.
- Location
-
- Location
- Elgin
- Reviewing
- Direct Save
- Date
- 2017-01-11
- Comments
-
The initial experience of the company was ok - probably similar to other providers if expensive.
Upon leaving to move to another provider I was hit with charges for things I didn't order, exit fees and ultimately a Notice of Court Action despite the fact I was dealing directly with the operations manager (Lewis) who didn't resolve the issue and had no interest in resolving whatsoever.
When I complained again all I received was a very abrupt e-mail and no care at all whether I posted in Trust Pilot or not!
Unbelievable - avoid at all costs!!
- Location
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- Location
- Yorks
- Reviewing
- Direct Save
- Date
- 2021-08-05
- Comments
-
I have been with DST for 4 months .
The speed and reliability has been average at best , good when it is running smooth.
Lately I have had problems with speed and signals going off .
When trying to contact them I have found lengthy wait time and unhelpful support.
I have just realised that tek support is only available during office hours ?!? so if you have problems after 8pm theres is nothing you can do ?!?
When asking about cancellation the fee is 100 pound . Ridiculous.
- Location
-
- Location
- Kent
- Reviewing
- Direct Save
- Date
- 2018-07-17
- Comments
-
Incredibly slow internet! Cannot wait until this contract is over so that I can switch to another provider.
- Location
-
- Location
- Chorley
- Reviewing
- Direct Save
- Date
- 2016-12-06
- Comments
-
Direct Save got their billing wrong throughout the term of the contract then they deducted more than £300 from our account via Direct Debit even though the amount was in dispute. They said they would refund it but they didn't. We are now awaiting the end of the 8 week period before going to the ombudsman
- Location
-
- Location
- Aycliffe
- Reviewing
- Direct Save
- Date
- 2017-02-25
- Comments
-
Direct Save should be avoided (and ideally stopped from trading!) They cheat & mislead the customer into paying far more than for any of the supposedly more expensive providers (e.g. £54 charge for not returning the router which never worked and they didn't ask for the return of!). Also the contract defaults to a far more expensive one at the end of the initial period, but they don't tell you when this is about to happen, or when it HAS happened! Don't bother to complain either - "customer service" consists of a gang of rude oiks who will pretend not to understand their own language before helping.
- Location
-
- Location
- Reviewing
- Direct Save
- Date
- 2013-08-23
- Comments
-
I have been with DST for over 6 years. At first they were great. The past 18 months have been terrible. Incorrect charging, service drop-outs, inconsistent advice for customer services. I have requested on-line billing (many times) and they still can't seem to manage that (I still get paper copies!). I have asked for my MAC code twice and am still waiting. Excuse after excuse. The sooner I can leave the better.
- Location
-
- Location
- SHEFFIELD
- Reviewing
- Direct Save
- Date
- 2018-07-18
- Comments
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Apparently I can't be connected, after numerous phone calls, going through various stages & log-ins on computer and two routers, I have never received broadband from the start of their service.
- Location
-
- Location
- Glasgow
- Reviewing
- Direct Save
- Date
- 2015-07-27
- Comments
-
Where do I start with this lot?!
Not had any problems with them up until now which is a shame as I actually thought the broadband speed was sufficient and no issues at all, bearing in mind was expensive but thats because we weren't tied into a contract! A few months ago left my student flat and moved back home, at this period I was very stressed with exams, moving out etc that the internet wasn't on my mind much. I phoned up on two occasions to cancel and was told to email, which I assumed I did as its not like me to just leave it. Cancelled my direct debit assuming everything was ok and then a few months later (now) I get a phone call from then, which they hang up.. so I phone them back and they advise me I owe them £100 , I was like?!?!?!? , they said I was still paying for the internet which would have been fair as I forgot to cancel properly as they require it in writing (god knows why).. Anyway so they tried to take a direct debit from me last month and it bounced back because I cancelled it, then again this month, with late fees totalling up to £100. Phoned them and advised them I wasn't happy as I havn't lived in the flat for months. The customer service is absolutely terrible, I work in a call centre myself and would never speak to customers the way they do. Its always the same person your through to as well, its as if they only have about 4 people in that office where they work. So I started getting angry as we were going round in circles, bearing in mind I wasn't aggressive and I didn't swear, but I got hung up on , I couldn't believe it... I phoned up the consumer helpline straight after and thank god for them... they scanned the contract and noticed section 3c which states that Directsave need to contact you if your DD fails in which they failed to do so... they didn't contact me at all last month when it bounced back and let the money tally up so I pay a substantial amount, they knew exactly what they were doing.. they phoned me today but hung up as soon as I answered?!? so I phoned back wanting to know... then I explained they were in breach of contract as they didn't tell me the DD bounced back.. however they couldn't get there head around this and kept telling me they called me today? But they didn't actually say to me.. which consumer helpline says is not valid, they need proof of messaging me, they denied this saying that they contacted me but in the contract states that they need to contact you, I kept getting the usual patter from the agent saying 'but we did contact you, how do you expect us to tell you when you don't answer' I said I did answer but you hung up and you didn't call me at all last month when it bounced back... Then he went on to say that 'its not a set time frame' that might mean after a few Direct Debits, which the consumer advice line warned me they would say, and gain this is not valid as they haven't stated this in the contract... We were going round in circles and I knew I was right but the agent couldn't accept what I was saying and just kept saying we tried to contact you.. he sounded very young and not experienced at all in customer service. After about 5 attempts of asking for a manager I was finally put through and advised this to the manager, and they understood exactly what I was talking about and that it was a breach of contract, so we met half way in which I pay £30.. and give the router back, which I think is fair considering I didn't fully give notice in the first place, but what a lot of stress this was.. I wouldn't recommend these guys to anybody purely based on the customer service as its ridiculous, the agents are so patronizing and sound like they just left school.. however regardless of this, the broadband was really good and fast..
- Location
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- Location
- Edinburgh
- Reviewing
- Direct Save
- Date
- 2018-06-08
- Comments
-
CS advisors do not announce there name when taking a call. for older folk or people who struggle with internet its ok. im in my first day still so wont say bout speeds as fluctuate normally first week. biggest failings are the lack of proper router with all the login info to keep your new router secure. its like they only want you to use there router on defaults no change to passwords as no clear info to change it as we are advised by any and everyother provider they advise you first thing to do is change the default passwords not this one tho another talk talk wanting to get hacked or even sell your info then blame it on lack of security. a joke and glad i can cancel without fees. super polite etc but cant trust a company that witholds vital details that every other provider gives you as a point .
- Location
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- Location
- Cannock
- Reviewing
- Direct Save
- Date
- 2023-02-11
- Comments
-
Even when signal is good cuts out for no reason. Recently had a new box . Nothing but a pain since installing the new one. If this issue isn't fixed I'm going elsewhere.
- Location
-
- Location
- Ramsgate
- Reviewing
- Direct Save
- Date
- 2018-01-10
- Comments
-
What they fail to tell you is after the VAT and added cost they are no cheaper than their competitors and unlike a larger company have no real customer service. I am going to quit.
- Location
-
- Location
- Somerset
- Reviewing
- Direct Save
- Date
- 2017-09-14
- Comments
-
When I lived in town it was fine but when I moved the transfer was a shambles and I had to go 4 months without broadband. Customer services are a joke. Got tied up in a contract which ends this month. I can't wait to be rid of them. Line speed is inconsistent and I have to reset the router every day. I do not recommend this company to anyone.
- Location
-
- Location
- Rochford
- Reviewing
- Direct Save
- Date
- 2018-07-19
- Comments
-
When I first signed up to direct save I called them to discuss cancellation policy should I wish to. The lady who I spoke to was so rude and argumentative and in the background I could hear other staff being exactly the same. Terrible attitude!!! The internet stops working at least a few times a week, I don't bother calling customer services as I don't think I would get very far. The speed of the internet isn't too bad for what we use it for. But I won't be renewing my contract with them!
- Location
-
- Location
- Yorkshire
- Reviewing
- Direct Save
- Date
- 2016-08-09
- Comments
-
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.
- Location
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- Location
- Coventry
- Reviewing
- Direct Save
- Date
- 2020-10-11
- Comments
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As all others saying, they keep charging me about the services I cancelled on their web site. The custom service told me that I have to tell them by phone which makes the website totally a trap. I insist that they should be responsible for the bill and the customer service start threatens me that they will charge me for another £20 as I should inform them 28 days before I want to quit. I do not want to waste time arguing with them so I still paid the bill. This is indeed an unpleasure experience.
- Location
-
- Location
- Durham
- Reviewing
- Direct Save
- Date
- 2016-05-17
- Comments
-
I completed a contract on line but did not get the same contract. I was sent a router I said I didn't need. Paid far more than stated for the annual line rental (to be fair this may have gone up after waiting for connection so long) I haven't got the half price deal. I got charged £1.70 per month for paper statements I didn't want. Couldn't log into account on website. When I phoned I was told I needed to prove the contract signed regarding half price etc. Not too sure this review will send as connection is a bit hit and miss. Still cheep though!
- Location
-
- Location
- Croydon
- Reviewing
- Direct Save
- Date
- 2019-07-07
- Comments
-
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...
- Location
-
- Location
- Gainsborough lincs
- Reviewing
- Direct Save
- Date
- 2022-10-09
- Comments
-
This is the worst internet service ever in the history
Slow kicks us all off, even when there is only one person using it, two children cant even connectbloody awful
- Location
-
- Location
- Milton keynes
- Reviewing
- Direct Save
- Date
- 2017-07-14
- Comments
-
The speed of the broadband is only momentary and not consistent. When you call the customer service, the speed seems to be good and then it goes in few days. And to get in touch with customer services is a joke, when you call them, the automated message says to press 3 for services, but it won't take you through and keep repeating the same message. And if you are lucky, it will direct your call to customer services once in a while and mind you in case if you get through sales department, they are rude and simply ask you to be patient and redial the option again!!. Once you are through to customer services, if they are busy or not interested in taking the call, they will ask for account number and simple cut the call to make it look like call disconnected on its own. Being in a new home, we are restricted with few bad options to live with. I need to complain to relevant authorities to sort these people out now. I am getting fed up of their services and arrogance.
- 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
- Jarrow Tyne and wear
- Reviewing
- Direct Save
- Date
- 2019-12-06
- Comments
-
Waste of time, its forever going off! I'm sick of it, they left me with no broad band for over a month, no phone for two weeks and I still had to pay for it, wouldn't recommend it to anyone.
- 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
- London
- Reviewing
- Direct Save
- Date
- 2023-06-20
- Comments
-
Customer services seems good, they always answer and try their best to help but the internet is terrible. Router can't project speeds even 3 meters away. Regular loss of speeds and full drop outs which is very frustrating. Have moved to virgin now
- Location
-
- Location
- wisbech
- Reviewing
- Direct Save
- Date
- 2016-10-27
- Comments
-
broadband was good but customer service is really bad not replying to E-mails over charging and every month the bill gets higher.
- Location
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- Location
- West sussex
- Reviewing
- Direct Save
- Date
- 2018-07-18
- Comments
-
Intermittent connection, lack of customer service
- 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
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.