Frequently Asked Questions
Q. Is the billing cycle the same as BT?
A. We only charge a month in advance for Line Rentals and Option Plans whereas BT Retail usually charge three months in advance. Call charges are one month in arrears. When you join Direct Save Telecom your first invoice will cover the first partial month plus the next whole calendar month.
Q. Is the calling peak and off-peak times the same as BT, TalkTalk, Sky and other providers?
A. Yes, day time calls start at 7am and end at 7pm, evening calls are 7pm to 7am. Weekend is midnight Friday to midnight Sunday for all call types, except mobiles which are Day and Evening 7 days a week.
Q. How are Direct Save Telecom able to offer line rentals and installations?
A. Just like BT Retail, TalkTalk and our other competitors we buy directly from BT Wholesale and BT Openreach ensuring you receive the same quality service you have been accustomed to.
Q. If there is a problem on my line who do I call?
A. Once your lines are transferred to Direct Save Telecom you should call us directly, our UK based faults team work 24 hours a day. Should you call BT™ you will be told to contact your service provider, Direct Save Telecom.
Q. So who fixes the problem?
A. Once you have called Direct Save Telecom we log a fault with BT Openreach in the same way that BT Retail do. Should the fault require an engineer's visit a BT Openreach Engineer will be dispatched. We will monitor the fault and report back to you regularly.
Q. What if I need new lines?
A. Direct Save Telecom can install new lines and services. We simply arrange and manage the installation for you. A BT Openreach Engineer will arrive and fit the equipment accordingly. A new line installation normally costs £118.80 but we currently have a limited period offer - only £44.95 (77% cheaper than BT™) and this is payable at the point of ordering. When the new line has been installed we will invoice you again for the first partial month plus the next whole calendar month, thereafter you will be invoiced monthly.
Q. Can I get broadband?
A. 98% of the UK population can receive broadband. Our broadband availability checker will tell you if your exchange can already offer broadband and will conduct a first assessment of whether your line is suitable. If you do not have a BT type line then you can check by postcode.
Q. How long does it take to get connected?
A. It only takes a few minutes to sign up to Direct Save Telecom. The actual time between signing up your account and your account being activated ranges between 14 and 18 days. If you have chosen a broadband bundle your broadband will be activated on the same day at most exchanges (70%), at other exchanges it may take a further 5 to 10 days to activate the broadband.
Q. What about download limits?
A. All Broadband Deals, Unlimited No Contract Broadband and Fibre Broadband packages are unlimited data usage, the only exception is our no contract Broadband 20GB product.
Q. What happens if I go over the limit?
A. Broadband usage for light users is between 5Gb and 25Gb each month. Fibre customers who stream TV content typically use 300GB per month. Customers on our 20GB no contract broadband package can purchase additional date or upgrade to the unlimited package.
Q. How long is the contract for?
A. As standard our Option plans, including non contract broadband, are on a 28-day rolling agreement. The exceptions are: new telephone line installation, new line activation and other special offers where we have an 18 month Minimum Period. Our Broadband Deal is a 12 month contract.
Q. I work from home, what plan should I be on?
A. Our home user plans are exactly that, they are designed to offer the best value telephone and broadband for home users. For business users we also have great value telephone and broadband products.
Q. I signed up to a broadband bundle but my circumstances have changed and I now work from home, what should I do?
A. It depends, we will monitor your usage and if your telephone calling profile and/or broadband usage is deemed to be beyond acceptable home usage we will offer you the choice of switching to Broadband Family or one of our business broadband products.
Q. My present telephone company has cut me off, what can I do?
A. You can still join Direct Save Telecom, we activate the phone line for free subject to a 18 month minimum agreement. It will take up to 2 working days to activate the line. Direct Save Telecom do not credit check customers, all we ask is that you pay your first invoice before you go live on our service - your first invoice will consist of the line rental and call/broadband plan charges for the partial days in the month of activation plus the next full month.
Q. There is a telephone line at the premises that just needs activating, what can I do?
A.Unlike a transfer that typically takes 14 days, we activate the telephone line for free subject to a 18 month minimum agreement. It will take up to 2 working days to activate the telephone line.
Q. Can I have broadband on a Alarm line (BT Redcare)?
A. Yes. Since August 2003, the standard RedCare service from BT is available on broadband lines, although there are some caveats and restrictions. More information can be found on the BT RedCare website.
Q. Where can I find out about your planned price increases?
A. Price Notifications can be found here
Q. I want Direct Save Telecom to install a new telephone line, what happens next?
If we are installing a new telephone line for you we will only charge £29.95 including VAT (BT charge £130) in return for an 18 month agreement, this is payable with your order. If you only want a 28 day rolling agreement then the charge is £118.00.
We will call you to confirm the installation date and to ensure that this is convenient for you, time slots are 8am to 1pm or 1pm to 6pm Monday to Friday. Someone aged 18 or older must be at the premises during the alloted time frame. If the engineer cannot gain entry to your premises during the agreed time slot you will be liable to a £100.00 missed appontment fee.
Q. I've just signed up to switch to Direct Save Telecom, What happens next?
In a few days we will write to you confirming your transfer date - this will be the date that the savings will start. With this letter will be our invoice for the initial line rental period, this will be due for payment seven days later. Future invoices are monthly - on the 7th of each month - we invoice monthly in arrears for the call charges and in advance for any rentals, packages and services. Monthly invoices are due 10 days after invoice date.
Q. I've signed up for the FREE activation offer with Direct Save Telecom, What happens next?
It typically takes 1 to 2 working days to reactivate a line. Before starting a previously ceased (stopped) telephone line FREE OF CHARGE we will require a £50 security payment. This will be refunded to you in full on your first invoice for services. Your first invoice for services and the refund will be processed within 7 days of the telephone line being re-activated. This first invoice will be for your chosen package/line rental for the first partial month plus the next whole calendar month less the £50.00 deposit that has been paid. Your normal monthly telephone bill is generated on the 7th of each month.
Q. I am moving home, what do I need to do about my home phone and broadband?
Please read our home movers guide here