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
SCUMM !!
I've been a Directsave Telecom customer for almost three years.
I purchased Fiber Broadband and was disappointed because the stated pricing on their website is completely different when you buy. I am not the only one who has expressed this, but Directsave Telecom customer service is next nill.
Oh, and by the way, that's why they're extremely unreasonably priced.
They will not bother to always go out of their way to assist you with any questions or assist you in selecting a package you may need, but will always ensure that they never answer your emails or phone calls. Which is not professional at all.
I HONESTLY DON'T RECOMMEND
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.