Direct Save Telecom broadband customer service contacts, problems and complaints

Author: Rosina Brooker

Last updated: 16 October 2023

How to contact Direct Save Telecom broadband support and customer service

If you’re interested in contacting DST with either a question or technical support, you can get in touch by phone, using a contact form, or by sending a letter. Here's how to do that:

Direct Save Telecom contact numbers

Call Direct Save customer service and technical support team on 01923 709 709. 

This is the same number for both technical problems, as well as admin, billing and any general questions. So listen to the options carefully and choose the right one.

The opening hours are: 

• Monday to Friday: 8am-8pm.
• Saturdays and public holidays: 9am to 5pm.

Direct Save Telecom online contact form

Direct Save Telecom doesn’t provide an email address, but you can get in contact through this online contact form.

Is your Direct Save Telecom internet down? 

If you want to contact Direct Save Telecom about a suspected outage on its service, here are a few checks you can do yourself before waiting in a call queue. 

First, try rebooting your Wi-Fi router to make sure it isn’t a hardware fault. If it’s still not working, we recommend checking social media. Although DST isn’t updating its social media, you can search to see if anyone else is complaining about their broadband being down. Try searching for #dst, #directsave or #directsavetelecom.

If you need further help on connection problems, read our guide to troubleshooting broadband.

How to complain about Direct Save Telecom

We sincerely hope you never have cause to complain about your broadband, but if you do, there is help to be had. You have a range of options available to you for complaints, but you should always follow a specific pattern:

• Contact Direct Save Telecom first and give it the opportunity to address your issue. List your issues clearly, provide evidence, and allow time for a response.
• Escalate within DST after allowing a reasonable time for a response.
• Contact the Ombudsman and take it from there if you don’t get anywhere with your escalation.

Get in touch with Direct Save Telecom via Twitter / X or email

Direct Save Telecom’s Twitter / X feed hasn’t been updated in a while, but it’s an avenue for you to contact the company if you need to.

If you get no response from social media, you may need to use the Direct Save Telecom online contact form.

Complain in writing to Direct Save Telecom

If you prefer to send a complaint letter in the post, you can. List evidence, explain the steps you have taken so far, and outline what you want from your service provider and when. Then send it all to:

Direct Save Telecom
Direct Save House
Century Court
Tolpits Lane
Watford
WD18 9RS

Complaining about Direct Save Telecom to Ombudsman Service: Communication 

If you’ve made your complaint to Direct Save Telecom but haven’t reached a resolution, you can take your case further via the Alternative Dispute Resolution or ADR scheme. For DST, you’ll need to get in touch with Ombudsman Service: Communication.

For the Ombudsman to accept your complaint, you must have received a deadlock letter from Direct Save Telecom. Or, you need to have waited eight weeks only to get no response.

If you’d like to know more about how to complain about broadband read our in-depth guide to complaining.

Want to cancel Direct Save Telecom? Switch and save

If you've had enough of DST, then you could consider switching. Hunting around for a new deal could save you hundreds of pounds every year!

You should be able to switch for free if you're out of contract, but if you leave early you may have to pay a penalty. You can check out our guide to cancelling DST to find out more. We'd also recommend contacting Direct Save Telecom customer service, using the details above, to confirm if you are out of contract.

Are you free to switch and save? We've put our current favourite deals below:

Alternatively, you can start the process by using our deals checker below, to see what is available in your area:

Expert Summary

If you have any questions or need any help, it’s simple to either give Direct Save Telecom’s customer service team a call, or fill in a online contact form.

If you need to get in touch with Direct Save Telecom's complaints department, it's best to do so over the phone, or via its contact form. If you're unhappy with the way your complaint is handled, you can cancel your contract, if your minimum term is over. Read our guide on how to cancel your DST contract, and  check out our deals checker to see other great broadband options available in your area.