444 Customer Reviews over 12 pages
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- Location
- Nottingham
- Reviewing
- Direct Save
- Date
- 2021-10-09
- Comments
-
I was told if I upgraded to fibre the service I get would so much better. Load of tosh, trying to watch Andorra v England and up to yet the garbage internet has buffered 30+ times ,absolutely abysmal service,that is if anyone can be bothered to answer the phone. Considering paying to get out of my contract. Hopeless ,inept,get the picture ????
- Location
-
- Location
- Nottingham
- Reviewing
- Direct Save
- Date
- 2021-10-03
- Comments
-
Awful company. Worst internet provider I have ever encountered. Buffering a lot of the time, you moan and all you get is an automatically generated reply. Can't wait to get rid of these numptys
- Location
-
- Location
- BEXHILL
- Reviewing
- Direct Save
- Date
- 2021-09-29
- Comments
-
DONT USE.
-- This company are THE WORST I've ever had the misfortune to use.
3 months of payment taken and still no service or phone call/ email from them.
Wish I'd never heard of them. I'm now contacting OFCOM.
- Location
-
- Location
- London
- Reviewing
- Direct Save
- Date
- 2021-09-13
- Comments
-
Dreadful service!
Direct Save should have connected the service on 27/08 but it was only working on the evening of 31/08 after 2 phone calls to customer service. I lost a day of work because of this and was forced to use up my mobile phone data allowance.
They still sent the bill/direct debit for those 5 days when the broadband hadn’t been connected yet, which I obviously cancelled and disputed. Only after a few emails they finally corrected the amount. No compensation whatsoever was offered for their mess up and the disturbance caused, not even an apology.
Because I was on holiday and didn’t make that payment straight away, they suspended the service. I’ve made the payment (finally with the correct amount) but after 7h I’m still waiting for the service to be reconnected after several hours. I’m losing another day of work, but Direct Save couldn’t care less!
Waiting times for Customer service are 20 min plus.
- Location
-
- Location
- Bracknell
- Reviewing
- Direct Save
- Date
- 2021-09-04
- Comments
-
I have never had to go through so much to get in touch with someone for help. I am a new customer and was supposed to be connected on the 23 August, it is now the 4th Sept and still no internet. Have called tech support several times only to be put on hold for long periods of time or disconnected because they can't figure out how to fix the problem. They first had my address wrong. Now supposedly it's my ONT box number. They say they will call you back but never do.
I pro paid for the first month and a half but still have no service. It takes forever to get help on direct save helpline. I will never do business with them ever again.
- Location
-
- Location
- Cambridge
- Reviewing
- Direct Save
- Date
- 2021-08-20
- Comments
-
They do not deserve any star be careful before your contract is finish. Worth costumer service and has the worth service.
- Location
-
- 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
- Birmingham
- Reviewing
- Direct Save
- Date
- 2021-07-28
- Comments
-
I am using 2.5 years directsave. In terms of overall satisfaction I believe that directsave provides quite good services(4/5).
For customer services I believe that the agents working after 4pm are better technically that those in the morning hours (4/5).
The installation times are affected by openreach works and schedule. I believe they need to improve their collaboration with openreach and have more control on their programs and status.
The broadband speed is more or less the same between companies. The best always for me is to use an ethernet cable, wifi lose 50% of speed (3/5)
The connection is in general terms stable, I think they can improve further on that point (4/5)
- 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
- 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
- South East Wales
- Reviewing
- Direct Save
- Date
- 2021-03-26
- Location
-
- Location
- Lancaster
- Reviewing
- Direct Save
- Date
- 2021-03-12
- Comments
-
We have been with Direct Save for about 12 months. We've had no problems with Broadband or telephone line and the speed is fab. It's a slightly cheaper than other providers and offers the exact same thing. It was a no brainer for us. We've been selected for an upgrade and the communication on how to do this was seamless.
As a customer you get access to great offers too!
- Location
-
- 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
- Claton on sea
- Reviewing
- Direct Save
- Date
- 2021-01-14
- Comments
-
Waste of time have no phone or broadband nowand have to pay to get phone line back so cancelled
- Location
-
- Location
- GRANTHAM
- Reviewing
- Direct Save
- Date
- 2020-11-27
- Comments
-
not a good start as I started 9 nov 2020 to date Direct Save have taken £63.75 for just standard broadband and the month not finished yet.
I had to contact them about the monies taken and why the bill is not clear.it appears they have taken money they should not have and have to wait for my refund.After requesting paperless bills was sent a bill .Customer service have been polite it is true you have to wait to get through to talk. I can say after leaving the post office Direct Save have provided me with better Internet connection but is early days to compare.I was concerned as my first month is not billed as a month because it started on the 9 November and instead of being billed to 9 December its only for the end of that month which I find bizarre normally doesn't matter when you start your billed monthly.
Also being charged to call customer service from your land line is a bit petty I have always been able to call customer service from the providers land line free and pointed this out as with all the problems listed above
Its up to Direct save to keep me as an ongoing customer some of the above needs to be addressed I do not agree that before your contract starts fees should be taken from your bank in my case my contract started 9 November 20 and was billed £44,80 October 20 before contract started
- Location
-
- Location
- Middlesbrough
- Reviewing
- Direct Save
- Date
- 2020-11-03
- Comments
-
I have been with directsave for a year now with no problems at all and tonight had a call with kerry who was so nice and friendly and very helpful. My contract is now renewed with the best contract for me at a brilliant price. I would, and have recommended directsave to my family and friends.
- Location
-
- Location
- manchester
- Reviewing
- Direct Save
- Date
- 2020-10-30
- Comments
-
I have been a customer of Direct Save Telecom for a year now. I am writing this review whilst I have been waiting for over half an hour to speak to customer service (This is at 11am on a Tuesday morning - hardly peak time).
Over the course of the year, Direct Save's customer service has been slow and clumsy to discuss simple matters. Here are some of the things I encountered in my year as a customer
1) They have continually spelled my name wrong on correspondence, despite having asked four times to change my name (spelling of name is required to log in to account
2) As I came to the end of my contract, I was receiving a call every day for about two weeks from them trying to get me to renew my contract. This is despite having asked them three times to stop calling me.
3) They use this small written in clause to get you to buy into their 'annual discount club' for £8.95 when your contract is over. You're put into it when you join, and when your contract expires they start charging you for it. It's a completely useless scheme. This is buried in your contract so it's hard to notice
4) Your wait for customer service will always be incredibly long whenever you ring. I was told by one of their colleagues that this was due to them being a relatively new company, but I have seen little improvement in a year. You will typically wait over half an hour in off-peak times, worse if you call after 5pm or the weekend.
5) I gave DirectSave a bad review on here early into my contract. A representative asked me to call them to discuss it. I called them, waited over half an hour to speak to them. When I did get through, the representative did not know the nature of my complaint about having to wait so long for customer service.
Direct Save is cheap, but it is definitely not the fastest broadband out there for the price. You also get a very low standard of customer service.
UPDATE OCTOBER 2020
I called on 28th October to enquire why the amount of £85.95 had been taken out of my account on a date which wasn't when I had set up my direct debit. I waited twenty minutes to get through to an advisor who then put me on hold and disconnected my call. I called back up to wait another 15 minutes. The advisor I spoke to put me on hold for ten minutes while they tried to work out why I had been billed that amount.
I was then informed that 'because our payment systems had been down between July and September, money hadn't been taken out of your account correctly'. I asked why there were no invoices detailing this and they couldn't answer.
I also enquired as to why I was still being charged for their 'discount club' (£8.95 a month) when I had rung up twice to cancel it. I was told that it would be cancelled from now on.
I was also also told that the amount of £85.95 was incorrect by twenty pounds. I told them I would reclaim the direct debit until I was properly invoiced so I could see what I was paying for.
I am only with Direct Save because it is the only internet service provider I can get in my area that doesn't require a yearly contract ( I am in my current accommodation temporarily for work)
- Location
-
- Location
- Coventry
- Reviewing
- Direct Save
- Date
- 2020-10-11
- Comments
-
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
- Coventry
- Reviewing
- Direct Save
- Date
- 2020-07-27
- Comments
-
I have cancelled my direct debit due to the fact I have tried to talk to someone about my contact only to be cut off every time. I have been unable to talk to someone and I've had enough of there service its bloody rubbish.
- Location
-
- Location
- Penzance
- Reviewing
- Direct Save
- Date
- 2020-07-14
- Comments
-
I was sold fibre broadband, and told an engineer visit was required costing £60. The first available appointment was 2 weeks away (openreach timeframe). Almost 2 weeks passed and I hadn't heard anything, so I thought I would call up to check if it's still going ahead. I was told that my appointment had been cancelled because I can't get fibre in my area... Even though the sales advisor told me I could. It turns out the appointment was rejected ages ago and I was waiting for nothing, I received no communication from direct save. They offered nothing in the way of compensation and said it would take a further 2 weeks to get standard broadband connected. I cancelled my order and was told I would receive a refund for the £60. Another 2 weeks passed and I haven't received a refund. I called again today chasing my refund, the person was blunt and rude, often going silent for minutes at a time with no notice. The call took almost 15 minutes and when I asked why I wasn't refunded they said they are transferring to a new system and there was an error. Again they didn't contact me, were they hoping I forgot and let them have the money? They have all of my contact details, and I received emails and calls at the initial stage so they could sell me the product. Only after they charged my account did the communication stop. Hopefully my refund should be processed in the next couple of days. All in all they were useless.
- Location
-
- Location
- Newport
- Reviewing
- Direct Save
- Date
- 2020-06-29
- Comments
-
Of all utilities I have used in my 40 years as a customer, Direct Line Telecom, have been the worst in every department. In many ways it was my own fault but how bad could a broadband provider be? Super bad! Not only was their provision of their contracted service poor, but the standard of their engineers, their customer communication and service were probably one of the lowest quality I have experienced in any sector.And I've bought a great deal of stuff in my time. Keep well clear of them.
- Location
-
- Location
- Croydon
- Reviewing
- Direct Save
- Date
- 2020-05-15
- Comments
-
I've paid this Company over £200 for nothing,except excuses, hours of hanging on the phone and talking to me as if I was an idiot. I feel I've been mugged. Avoid like the plague.
- Location
-
- Location
- Norfolk
- Reviewing
- Direct Save
- Date
- 2020-05-01
- Comments
-
Very poor internet provider, paying for 60mbps broadband - fibre to home and lucky to see over 10mbps.
Customer service has been equally as reliable as the service itself when needed.
- Location
-
- Location
- London
- Reviewing
- Direct Save
- Date
- 2020-03-04
- Comments
-
These guys are a joke! I'm in London for work, and my relocation company signed me up with Direct Save in my flat. The only reason they went with them was because there was no contract (was planned to only be here for 9 months, so the company didn't want to tie me ino a 1+ year contract with another company).
Service so far has been terrible! Firstly they sent the router to the wrong address, so i was without any broadband for the first month in my flat. I supposedly have fibre broadband, but my connection can drop out when i move rooms (i'm in a 1 bedroom flat, so i'm only moving about 20 feet further from the router!)
Suddenly last week the broadband stopped working completely. Apparently there was an unauthorised takeover request from someone other than the person (company) they have the account with?!? A week on and they still haven't reinstated it, and the communication has been terrible.
Definitely wouldn't recommend these guys, i have had no positive experience with them since Sept last year.
- Location
-
- Location
- Perthshire
- Reviewing
- Direct Save
- Date
- 2020-02-11
- Comments
-
Avoid, avoid, avoid,. If you ever finally get through to customer service they are rude and unhelpful. Been with them less than 6 weeks and no end of trouble, stayed in for engineer, no show, finally got set up 7 weeks after I bought the service, connection was rubbish, speed less of 0.36, called 3 times, each call lasting nearly an hour and still no improvement. Their staff are rude and unhelpful, manager even worse. Please do not waste time or money signing up, you will have no end of trouble
- Location
-
- Location
- Kirkintilloch
- Reviewing
- Direct Save
- Date
- 2020-01-06
- Comments
-
This company used to have an 0800 number - not now. Customer service is terrible. Waited 20 minutes for answer. This was bad enough when 0800 number now have to pay to wait.
- Location
-
- Location
- Essex
- Reviewing
- Direct Save
- Date
- 2020-01-06
- Comments
-
A totally revolting company.
Arrogant and rude customer service.
Extra charges layered on for things not asked for...... "it's in our t&c's"
Slow internet and unusable voice blamed on OpenReach.
I sincerely hope the company rots, and disappears. They are basically selling a junk service in my case (and they know it) - the customer is not getting anything resembling what they paid for.
For those changing from BT that may have fibre to the cabinet.... BT will take this and allocate to another customer so DST can only give you copper to the exchange - you will be tricked into having a marginal service.
- Location
-
- Location
- Beverley
- Reviewing
- Direct Save
- Date
- 2020-01-04
- Location
-
- Location
- Bedford
- Reviewing
- Direct Save
- Date
- 2019-12-31
- Comments
-
Direct Save suits me down to the ground!!
- Location
-
- Location
- West Midlands
- Reviewing
- Direct Save
- Date
- 2019-12-28
- Comments
-
Frankly I’ve never known a more incompetent utilities provider in my life.
It’s been nearly 4 weeks since I placed my order for broadband (in a pre-wired building) and after being told that my order wouldn’t be processed for another 4 weeks, for no reason apparently, I kicked off and was asked to send “proof of address” which I did. After no reply for 4 days I called up and was told that someone had “forgot” to action this email so I after some time I got sent a router that obviously didn’t work. I had spoke to a customer service agent who advised everything would be sorted and surprise surprise the router didn’t work because after speaking to the technical team it “hadn’t been activated”. I was told this would happen within a few hours and yet here I am, none the wiser And none the closer to getting working broadband.
Honestly, if you can do so avoid this company like the plague, they are utterly, utterly useless. there’s a reason they’re cheaper than everyone else.
- Location
-
- Location
- Walsall West Midlands
- Reviewing
- Direct Save
- Date
- 2019-12-27
- Comments
-
An extremely unsatisfactory service from the onset. Constantly have to unplug the modem to get it to work. Speed is extremely slow. My devices work at other addresses but not home. Called customer service who were unable to help because there system was down..
- Location
-
- Location
- Rochford
- Reviewing
- Direct Save
- Date
- 2019-12-24
- Comments
-
I wouldn’t be surprised if the good reviews are from staff that work for the company.
I would NOT recommend them to anybody, every call would take me 25 minutes to get through, the staff did not have a clue and were rude to me on many occasions.
I would stay well clear of this company!!!!
- Location
-
- Location
- Lanarkshire scotland
- Reviewing
- Direct Save
- Date
- 2019-12-20
- Comments
-
Excellent service especially as I live in the country.. Never had any issues since I've been a customer..approx 3years..
Keep up the good work.. I have recommended friends to move to direct save and they too are very happy
- Location
-
- Location
- Birmingham
- Reviewing
- Direct Save
- Date
- 2019-12-19
- Comments
-
Not sure how to check Broadband speed to check real speed
- Location
-
- Location
- Forfar
- Reviewing
- Direct Save
- Date
- 2019-12-19
- Comments
-
Poor customer service.been waiting five months for a call back.
- Location
-
- Location
- Worthing
- Reviewing
- Direct Save
- Date
- 2019-12-19
- Comments
-
Very poor speeds. Pay for 300mbps and only get 100 - 150 max, dips to around 2mpbs in the peak hours.
- Location
-
- Location
- Warwick
- Reviewing
- Direct Save
- Date
- 2019-12-19
- Comments
-
My second time with direct serve at different properties and always consistently good service without the need to be tied in to a long term contract which is important as I move around with my work.
- Location
-
- Location
- Upholland Nr Wigan
- Reviewing
- Direct Save
- Date
- 2019-12-18
- Comments
-
response time in answering calls when phoning customer services is a JOKE. Expect to be left wait anywhere between 15 to 30 minutes listening to naff music. Other than this issue I cannot fault Direct Save.
- 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
- Manchester
- Reviewing
- Direct Save
- Date
- 2019-12-17
- Comments
-
Never had any issues it has always done what I expected, better than my previous broadband supplier.
- 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.