466 Customer Reviews over 12 pages
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- Location
- kilburn
- Reviewing
- Direct Save
- Date
- 2019-07-14
- Comments
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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
- Location
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- Location
- Kirkintilloch
- Reviewing
- Direct Save
- Date
- 2020-01-06
- Comments
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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
- Lanarkshire scotland
- Reviewing
- Direct Save
- Date
- 2019-12-20
- Comments
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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
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- Location
- Lancashire
- Reviewing
- Direct Save
- Date
- 2013-08-08
- Comments
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I know that some folks are not happy and I respect their views, but nobody seems to have mentioned the one advantage that DST have over most other companies. If you ring a call centre of theirs, you get a genuine English voice replying, rather than someone speaking semi-gibberish while thinking that they speak English perfectly. There is no hour long telephone call because neither side can understand the other and each keeps asking for a repeat of the previous statement.
Yes, DST has its faults (no company is perfection personified),but for the price you pay, the after sales service is easier to handle than BT and others.
- Location
-
- Location
- Lancaster
- Reviewing
- Direct Save
- Date
- 2021-03-12
- Comments
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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
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- Location
- le soulie
- Reviewing
- Direct Save
- Date
- 2016-11-17
- Location
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- Location
- Leamington Spa
- Reviewing
- Direct Save
- Date
- 2014-02-28
- Comments
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Haven't set up the broadband yet so not sure about speeds but just felt like I had to say how lovely the customer service lady at the call centre was. So helpful and friendly!
- Location
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- Location
- Leatherhead
- Reviewing
- Direct Save
- Date
- 2018-07-17
- Comments
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Good service. Connectivity has been the only problem, which is something that customer service were really good at sorting out. Martin provided 5* customer service when I needed support and since then my broadband has been 100% reliable.
- Location
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- Location
- Leatherhead
- Reviewing
- Direct Save
- Date
- 2017-03-02
- Comments
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Have been with them for more than 8 years now and they have always been helpful and so far have been able to provide excellent service to our house.
- Location
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- Location
- Leeds
- Reviewing
- Direct Save
- Date
- 2018-12-20
- Comments
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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.
- Location
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- Location
- Leicester
- Reviewing
- Direct Save
- Date
- 2018-07-17
- Comments
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Excellent value for money! Switched from Sky a few years ago and not repented! Boradband speed is better than Sky but could be improved.
- Location
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- Location
- Leicester
- Reviewing
- Direct Save
- Date
- 2022-01-28
- Comments
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As per the majority of reviews on thus forum...this company stinks! My original contract with the Post Office/Shell Energy came to an end on Christmas Eve 2021. I therefore contacted Direct Save a couple of weeks previous to this, in order to get my broadband and Internet working before Christmas
- Location
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- Location
- Leicestershire
- Reviewing
- Direct Save
- Date
- 2015-05-05
- Location
-
- Location
- Leyton
- Reviewing
- Direct Save
- Date
- 2017-12-18
- Comments
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The signal strength in some parts of my house was weak. I asked for advice on a local FB forum and one suggestion was to contact the provider and ask them to change the frequency. The 2nd one was to instal a range extender.
When I spoke to Directsave, I got the same advice and since installing the range extender, the signal strength has improved a lot.
- Location
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- Location
- Lincoln
- Reviewing
- Direct Save
- Date
- 2019-03-19
- Comments
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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.
- Location
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- Location
- Lincolnshire
- Reviewing
- Direct Save
- Date
- 2016-10-04
- Comments
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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!
- Location
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- Location
- Lincolnshire
- Reviewing
- Direct Save
- Date
- 2019-11-11
- Comments
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I've been with DST for over 7 years now and it's been quite some years since I last had a problem. That was when my router expired, but after one phone call or one email - I forget which it was - I had a new one shipped immediately and I received it in 3days. I recall having some minor connection problems when first signing-up with them in 2012, but I always had good service from them and no long waits for the phone to be answered. In comparison my previous and more famous service provider was abjectly awful - so bad that I'm surprised I've never given them a 1 star rating! While I appreciate that some people have had bad problems with DST, based on other reviews here, I've never had any serious problems, plus in the last 3 or 4 years not a single one.
- Location
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- Location
- Lincolnshire
- Reviewing
- Direct Save
- Date
- 2016-10-20
- Comments
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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.
- Location
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- Location
- Liverpool
- Reviewing
- Direct Save
- Date
- 2016-08-22
- Comments
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Purchased a deal package for my grandparents to enable them to keep in touch with family abroad at low prices. they've never been happier, finally discovered skype and internet. great deal from a friendly company
- Location
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- Location
- London
- Reviewing
- Direct Save
- Date
- 2015-10-01
- Location
-
- Location
- London
- Reviewing
- Direct Save
- Date
- 2019-07-31
- Comments
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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?
- Location
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- Location
- london
- Reviewing
- Direct Save
- Date
- 2016-04-11
- Comments
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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
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- Location
- LONDON
- Reviewing
- Direct Save
- Date
- 2017-02-09
- Comments
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The first two years were good! But now these scam artists are raiding my bank account for random payment's! I paid for a year up front and they took monthly payments too!!!!! I emailed the owner and it was (kind of) dealt with. And these gangsters started taking random payments again!
I will change 'providers' as soon as I can!!!
AVOID AT ALL COSTS!
- Location
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- Location
- London
- Reviewing
- Direct Save
- Date
- 2017-03-22
- Comments
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i can only echo the numerous points below. avoid...not worth slightly cheaper rates
- Location
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- Location
- London
- Reviewing
- Direct Save
- Date
- 2022-06-16
- Comments
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This company are crazy i applied to be connected with there services internet.. they charged me with a 25pounds set fee ok.
And they never sent me my Wi-Fi box and they keep sending me letters saying I need to pay 250 ? For what I never got connected to your crap internet.
Be careful with this crazy company not legit at tall
- Location
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- Location
- LONDON
- Reviewing
- Direct Save
- Date
- 2018-07-17
- Comments
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i have no complaint only satisfaction they deliver better than BT and SKY
- Location
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- Location
- London
- Reviewing
- Direct Save
- Date
- 2017-11-15
- Comments
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Due to living in a new build can only go with 1 of 4 companies initially went with direct save before reading the reviews and on reading the reviews immediately after tried to cancel was made aware that there was no cooling off period and no chance of getting a refunding or cancelling this was not made clear at any time and was told to read the terms and conditions however the router did arrive the next day and was easy to install my 16 year old actually did it herself. I have had no issues with the broadband service at all at the moment and so far in all seems well. The customer service is admittedly not that professional and when I mentioned I had wanted to cancel due to negative reviews the lady I spoke too was quite defensive and a bit rude but calls were answered quite promptly so all in all I guess I can't complain too much at this stage.
- Location
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- Location
- London
- Reviewing
- Direct Save
- Date
- 2016-12-24
- Comments
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Been with Direct Save for the best 3 years. No problems what so ever, all these people complaining is not true, there is nothing wrong with the service!
- Location
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- Location
- London
- Reviewing
- Direct Save
- Date
- 2013-08-07
- Location
-
- Location
- London
- Reviewing
- Direct Save
- Date
- 2021-05-25
- Comments
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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
- London
- Reviewing
- Direct Save
- Date
- 2020-03-04
- Comments
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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
- london
- Reviewing
- Direct Save
- Date
- 2016-09-05
- Comments
-
wow.. i came on this site... thinking... i wonder if anyone else has had as many problems as me, and it seems i am not alone.. just to get on to write this review has taken me 10 to 15 minutes as my internet is constantly dropping out... i only came on here, as i could not get the news to work or much else to relax after getting back from work after mid night... most of london is sleeping right now, and still its dropping out constantly making any internet viewing impossible... this has been going on since April, now its September, first they said it must be my leads and ADSL converter, so i bought new ones, then they said it was my router, and they said i had to pay for another.. and a protected argument i managed to get a free one sent out as the problem has existed by my logging complaints back to when the router was still in warranty... now thats been replaced and still its not working... breath.. i will phone them again tomorrow to discover the next excuse... its excruciatingly frustrating.... the number of hours not being able to do what their service is supposed to be providing has been countless... if i am lucky i will be able to post this review....
- Location
-
- Location
- London
- Reviewing
- Direct Save
- Date
- 2018-07-18
- Comments
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Supposed to be fibre speeds but no where near, have to use a booster to get a signal in my entire flat
- Location
-
- Location
- London
- Reviewing
- Direct Save
- Date
- 2016-09-19
- Comments
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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....
- Location
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- Location
- London
- Reviewing
- Direct Save
- Date
- 2023-06-20
- Comments
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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
- London
- Reviewing
- Direct Save
- Date
- 2018-05-19
- Comments
-
To be honest direct save are really good there speed is good not best but all day everyday no cuts or slow downs. They been so helpful customer service. Upset me seeing people not giving them credit. More company like this needs our support. Thanks direct save
- Location
-
- Location
- London
- Reviewing
- Direct Save
- Date
- 2016-05-06
- Location
-
- Location
- London
- Reviewing
- Direct Save
- Date
- 2016-09-01
- Comments
-
Terrible, Awful, DO NOT USE THEM! If I could give them a negative rating, I would. Terrible service, upload and download speeds very low, and they preached something completely different and lied about it. They kept slipping in extra charges for no reason. Tried to disconnect as I was moving, and notified them well in advance, a month in advance....and they are charging me a 20 pound fee for no reason, even though I notified them well in advance. Do yourself a favor and don't use them, ever!
- Location
-
- Location
- London
- Reviewing
- Direct Save
- Date
- 2018-01-04
- Comments
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Do not get a contract with DirectSave whatever you do. My mother I'd not fluent in English. Thinking they were her previous providers they got her to sign up to a contract with them over the phone even though she did ask them are you (the name of the previous provider). I called and explained this, they said the contract has been agreed and that's it. They lied and mislead her.
The broadband service itself is very poor, slow and unreliable. Connection drops etc. Customer service is rubbish, no help at all, they act like they rather be elsewhere!
Router stopped working and was told to purchase a new filter, which they did not offer to provide or post out. Wasted my money as that was not the issue, refused to send a new router out. Literally telling my mum to sign up to another year and then they will send a router for free. The cheek! No help service absolutely frustrating to chat to these people. Like the previous comments....DO NOT GO NEAR EVEN WITH A BARGEPOLE.
- Location
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- Location
- London
- Reviewing
- Direct Save
- Date
- 2014-04-02
- Comments
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So far I only had problems with this company as well. I have a contract since March and so far I only had a huge disappointment. Since I am living in an apartment building i have a separate line connected to my room. The problem was that the company has send the signal to another room within my apprtment, which means that I couldn't make use of it at all. I have already called them constantly have been wasting tons of money for the pricey line, and never got anywhere at all. Now I am a bit further they have been telling me that they had to terminate the line in the other room and will start it up in my room after having send a eletrician which probably will come within 2 weeks. I am soo pissed, all the time I have been paying for them and all I got was one punch into the face after another. So next time this is going to be on the black list, never again ...
- 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.