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 much does it cost to transfer to Direct Save Telecom?
A. All 12 month packages are FREE to switch to Direct Save Telecom
Non Contract Broadband and Non Contract Fibre packages have a one off £24.95 set up fee
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 or broadband what do I do?
A. If you have a fault on the telephone line firstly carry out a few basic checks.
Is the fault with the handset, is the extension lead damaged, is the phone handset battery flat and, an obvious one, is the handset correctly plugged in. Having carried out these checks then please call us directly and talk to our UK based faults team work 01923709709 option 2.
If you line works OK but broadband is faulty then please carry out these basic checks first.
Is it plugged in correctly, has the WiFi signal been accidently turned off on the router (the WLAN light should be on). Important - please do not press the reset button on the router as this will delete the routers memory and make it more difficult to resolve issues for you. Having carried out these checks then please call us directly and talk to our UK based faults team work 01923709709 option 2.
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. Am I charged for an engineer’s visit?
A. No. Although, as with BT™ Retail and other providers, if the fault is not with your line or broadband, or no fault is found then the site visit is chargeable. If an engineers visit is arranged for you and the engineer cannot then gain access you will get charged for a missed appointment, currently £125
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 offering line installation for only £39.95 in return for an 18 month agreement. 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. How long is the contract for?
A. Our Broadband and Fibre Packages are 12 month minimum term agreements. We are one of a few companies that also offer non contract broadband, on 28-day rolling agreements. New telephone line installation is an 18 month Minimum Agreement.
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. Just give us a call, you may be able to get fibre to the cabinet or fibre to the premises.
Q. Will Direct Save Telecom carry out a credit check?
A. No Direct Save Telecom will not carry out a credit check. We want our great value packages to be available to everyone. However, we insist that you have an active payment method on your account, either direct debit or recurring card payment authority, plus pay your monthly package fees in advance. When you first join our service you will need to pay for the part month of joining us together with the next full month. Should you have difficulty paying your bill please see our debt management policy for details on how we will handle your account.
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 may be able to reactivate the telephone line if Openreach have not removed the routing behind the scenes. Often we have to arrange an engineer visit to complete the works and they may not need to visit the premises. We only charge £39.95 to re-activate a line, same charge as a new line installation.
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?
Good news, for new line installations we only charge £39.95 (BT charge £140) in return for an 18 month agreement. If you only want a 28 day rolling agreement then the charge is £118.00.
We will call or text 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 £125.00 missed appontment fee.
COVID-19 update - currently openreach are focusing only essential works and new line appointments may take 6 to 8 weeks.
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 am moving home, what do I need to do about my home phone and broadband?
Please read our home movers guide here
Q. When is my bill due and what if I cannot pay it?
Monthly bills are generated on the 7th of each month, these are due for payment by Direct Debit or Continous Card Payment Authority 10 days later on the 17th. Please read our Debt Management Policy for further guidance here