What to do before you cancel Direct Save Telecom broadband
You don’t want to jump straight into cancelling your DST service until you’ve done two important steps: checked your current contract and chosen a new deal.
Check your contract
DST offers rolling monthly deals and 12-month contracts. If you’ve got a 12-month term, you must check to see how long is left because if you’re still in contract you’ll have to pay an early termination fee. DST has higher cancellation charges than some other providers, so you are best off avoiding this fee if at all possible.
If you have a rolling monthly deal, or you are out of the minimum contract term, then you can cancel at any time.
Find a new broadband deal
Unless you no longer require broadband, you’ll want to have a new deal ready to go. If you cancel without a new deal, you’ll be left without broadband for weeks while the new service is installed and could face additional setup costs.
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How to cancel DST broadband
If you’re out of contract: cancelling Direct Save Telecom for free
Proceed with the cancellation once it is confirmed that you’re out of the minimum contract term
DST uses the Openreach (BT line) telephone network, so the easiest way to switch is to choose a new provider on Openreach (which is the vast majority, as most ISPs use BT telephone lines). That way, your new ISP can handle everything, and you may not need to speak to DST.
If you’re moving to a different network or no longer require broadband, then you’ll need to speak to DST. Call them on 0800 027 3930 (option 3). They will try to persuade you to stay and may offer a better deal; it's worth hearing what they have to offer if you're leaving due to the cost.
You can also use the online contact form to get in touch with customer services, though you will still need to talk to DST on the phone.
To find out more about contacting Direct Save, check out our DST contact details and complaints page.
Cancelling Direct Save Telecom if you’re still in contract
Cancelling when you’re still in contract is the same as when you’re out of contract, except you’ll have to pay additional fees, which you can find detailed below. Because of the cost we always recommend waiting for your contract to end.
Direct Save Telecom broadband cancellation fees
Direct Save Telecom charges a per-month fee for the remaining time on your contract, plus various one-off charges.
The monthly cost is £10 for broadband and phone, and £15 for fibre broadband and phone. There is also a charge of £69.50 per phone line if you had free setup included with the deal. DST will also charge £34.95 for the Wi-Fi router.
There is also an extra £19.95 administration charge which will be added if you give DST fewer than 28 days notice for cancellation.
Prices last checked September 2020, but you should always confirm costs with your provider.
Frequently Asked Questions about cancelling Direct Save Telecom
What is DST broadband’s notification period?
DST requires 28 days notice. If you cancel earlier than this you’ll have to pay an extra £19.95.
Do I need to return my Direct Save Wi-Fi router?
The router does not need to be returned. However, if you are still in contract you will have to pay a charge of £34.95 for the router (sending it back and not paying is not an option!).
Can I keep my phone number?
Your number can be transferred - arrange this with your new provider when signing up. You may also wish to confirm with DST that they are aware the number is being transferred.
Can I cancel for free if my BT broadband is too slow?
DST has not signed up to the voluntary Ofcom broadband speed code of practice, which means you do not have a right to cancel due to speed. DST may still release you from a contract because of this, but it is at its discretion, and you will probably need to pursue a complaint. Your first port of call should be technical support to try and fix the problem.