Many reviewers highlight frontline staff for clear explanations, polite manner, and quick setup. Several customers describe repeated dropouts and broadband that doesn’t work in new-build homes. Complaint threads mention surprise charges and support messages that go unanswered. Long-time customers often point to competitive pricing as their reason for staying.
Examples from available reviews (Nov 2021 – Feb 2026).
Kerry explained everything clearly and was very helpful.
“Kerry was very helpful & spoke throu everything to me perfectly and explained the process.”
Unexpected additional fees and stipulations were added to the contract.
“Added multiple unnecessary fees and stipulations at the end of a broadband contract”
No internet for three months and multiple support messages went unanswered.
“havent had internet for 3 months.”
Internet repeatedly crashes and is unusable in their newbuild home.
“Contestantly crashes and cuts out.”
A large group of reviews names agents such as Kerry, Julie, and Sam and describes them as polite, helpful, and well informed. A smaller but clear set reports rudeness and fault tickets that never get fixed. The gap between praised calls and escalated complaints points to sharply different service outcomes.
Several reviewers point to competitive pricing, and one says they have stayed for nearly a decade because of the cost. Other complaints mention unexpected fees, conditions, and a disputed leaving charge. Fee complaints appear less often than positive price comments, but they repeat across negative reviews.
Some customers describe quick online forms, fast activation, and easy account changes. Others report long outages that left them without internet and interrupted meetings. Smooth sign-up sits alongside cases of extended disruption.
Several reviews describe unstable broadband, with speed drops, crashes, and lag on calls. A smaller group reports steady, reliable service, often alongside UK-based support. Reliability problems show up repeatedly in low-rated reviews.
Many reviewers praise clear explanations on calls and step-by-step guidance from advisors. Others mention renewal emails and contact forms going unanswered, sometimes for months, with no fix. Complaints often centre on written follow-ups that don’t get a response.
Positive feedback focuses on helpful agents, quick setup, and competitive prices. Negative feedback centres on outages, billing disputes, and weak follow-up through support channels. Reviews split strongly between high-satisfaction interactions and serious technical or billing problems.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 2026
The agent was very polite.
“Very polite”
Kerry explained everything clearly and was very helpful.
“Kerry was very helpful & spoke throu everything to me perfectly and explained the process.”
Gabriel was professional, patient and friendly during broadband setup.
“He was professional, patient, and extremely friendly throughout the whole process.”
The explanation was clear and easy to understand.
“It was explained so I understood easily”
Rosemary provided very helpful and excellent customer service.
“Very helpful and excellent customer service by Rosemary”
Chloe updated account name and email after receiving documentation.
“the customer services advisor called Chloe made the changes.”
Gabor helped resolve a problem caused by a faulty router.
“I appreciate Gabor’s help to solve my problem caused by the default router.”
Kerry explained options simply and made arranging fibre straightforward.
“she explained everything in simple terms”
Unexpected additional fees and stipulations were added to the contract.
“Added multiple unnecessary fees and stipulations at the end of a broadband contract”
Form was extremely quick to complete and service was fast.
“Really quick explanation fantastic quick service”
No internet for three months and multiple support messages went unanswered.
“havent had internet for 3 months.”
Sent multiple renewal emails and contact forms but received no response.
“but have had no response whatsoever.”
The person was well spoken and very helpful.
“The person was well spoken and very helpful”
Professional customer support provided clear explanations of technical options.
“Really Professional Customer Support.”
Reported rude staff, unresolved Wi‑Fi issues, and unfair leaving charge.
“Terrible company customer service needs more training”
Chose Direct Save for a great price and stayed nearly a decade.
“Went with Direct Save for the great price, have stayed for nearly a decade now”
Customer service was brilliant, understanding and pleasant to speak with.
“Brilliant customer service, great to talk to and understanding”
Julie helped set up fast Wi‑Fi and communication was easy.
“Julie was very helpful with getting me set up with fast speed wifi for my new flat.”
They immediately helped after the reviewer had been searching for days.
“Help me so much as ive been trying to find a house phone company for days I phone this company and straight away they helped me”
UK‑based agents provided excellent service and broadband was stable and reliable.
“Stable and reliable broadband too at competitive prices.”
Kerry was helpful, friendly and made the transition easy.
“Kerry was very helpful, friendly and informative”
Internet repeatedly crashes and is unusable in their newbuild home.
“Contestantly crashes and cuts out.”
Staff were very helpful, friendly and informative.
“very helpful, friendly and informative”
Julie was polite, understanding and helpful when contacted.
“Very polite and understanding and kind”
Sam provided prompt, friendly assistance and arranged quick activation.
“Sam was brilliant, very friendly and knowledgeable.”
Helpful explanation given about the problem with a new account.
“Very helpful explanation of the problem with new account.”
Customer support was helpful, co-operative and friendly.
“Helpful, co-operative and friendly”
Repeated connection failures and poor customer support failed to resolve issues.
“WORST INTERNET PROVIDER IVE EVER USED AVOID AVOID AVOIDDDD!”
Very good customer service staff; Kerry received praise.
“very good customer service staff very good at there job kerry hadlum credit to direct save”
Kerry was really friendly and helpful during the interaction.
“Kerry was really friendly and helpful”
Customer service was described as amazing and very helpful.
“The customer service was amazing.”
Kerry secured a good deal and saved the customer money.
“Direct save has very competitive prices and friendly staff.”
Internet speed problems occur every other day and persist.
“Worst Broadband...Every other day Internet speed problem.”
Phone access was quick and the salesperson was fantastic.
“the sales person that I dealt with was fantastic.”
Julie in broadband sales was patient, clear and very helpful.
“she was very helpfull when choosing the package that i need.”
Long-term customer remains loyal and was reassured about upgrades.
“I've been with DirectSave for years would never move to another company”
Received much lower speeds than advertised and confrontational customer service.
“the speed I was receiving was significantly lower than the price I paid.”
Connection lagged during meetings and support was unhelpful.
“I cannot even join a google meet without it lagging”
Denied wifi service at a tenancy due to a previous bill.
“they told me i cannot have wifi under any circumstance at this address due to my fathers bill”
Kerry was prompt, polite and very helpful during renewal discussions.
“the agent Kerry was prompt, polite and very helpful.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
DirectSave Telecom is a UK internet provider selling home broadband and landline bundles. It offers fibre and ADSL plans, supplies routers, and helps with installation. Customers can join online, manage their account, and reach a UK-based support team by phone or web form. The website sets out package options, prices, and the terms for plan changes and renewals.