01923 709709


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Terms and Conditions

Home Phone and Broadband Customers - click here

Mobile Customers - click here

Business Customers - click here

Information about changes to product pricing can be found here

Yearly price increases explained

Customer Debt Management Policy

If you fail to pay your bill or may have difficulty paying a future bill please read our Debt Management Policy to understand how we will deal with outstanding bills or the assistance we can give with future bills - click here

If you change your mind

You can change your mind and cancel a service within the cooling-off period. If we have started providing a service, you will have to pay for the full cost of the service you have had including the charges for the service and anything you have used which is not covered by the charges together with any connection or activation fees associated with a service. If you cancel a service within the cooling-off period and we have provided you with equipment for that service, the agreement will not end until you have returned the equipment. If the equipment is worth less than its original value as a result of it being used or damaged we might reduce the amount of the refund due to you.

Free Calls Fair Usage Policy

700 Minutes
If you have chosen our 700 minute call plan calls are free for up to 60 minutes duration per call to numbers 01,02 and 03 and mobiles (excludes indirect access numbers and dial-up internet access). A fair usage of 700 minutes per month applies to this plan. If a call exceeds 60 minutes the entirety of the call is chargeable. If you exceed 700 Minutes, each minute over the allowance will be charged at our standard rates.

Anytime Calls
If you have chosen our Anytime call plan calls are free for up to 60 minutes duration per call to numbers 01,02 and 03 and mobiles (excludes indirect access numbers and dial-up internet access). A fair usage of 2000 minutes per month or 300 calls per month apply to this plan. If a call exceeds 60 minutes the entirety of the call is chargeable. If you exceed 2000 minutes, each minute over the allowance will be charged at our standard rates.

Genuine savings beyond the headlines...

Click here for other things you need to know

  • How long does it take to get connected? The typical timeframe for connection after agreeing to join our services is 14 days. In a very small number of cases, if additional works need to be carried out to provide the service or engineers are unavailable, this can take longer. We will of course ensure if this is the case that you are kept up to date until the services are activated.
  • First Invoice Your first invoice consists of the part month package cost from the date of your switch over or activation to the end of the current month, plus the advance month package cost (plus any additional set up fees applicable and the postage and packing of any equipment). This brings you in line with our monthly billing cycle. Thereafter your monthly invoices will be generated on the 7th of each month. Monthly bills ONLY include the advance month package cost plus any chargeable calls made in the previous month. Monthly direct debits/continuous payment authorities are collected on the 17th of each month. If you prefer a different date for your payment, simply contact us here or call customer services on 01923 709709 option 3 with your account number and your preferred date.
  • Cooling off Period All new orders placed are covered by a statuary 14 day cooling off period from the point at which you agree to join our services. In some cases, we are able to bring forward your installation/activation of services. In this instance, once the service is live within the 14 days, your right to cancel is lost and termination fee’s would be applicable.
  • Free Wireless Router This will arrive the working day before your services are installed/activated.
  • Fair Usage Policy If you have chosen our 700 minute call plan calls are free for up to 60 minutes duration per call to numbers 01,02 and 03 and mobiles (excludes indirect access numbers and dial-up internet access). A fair usage of 700 minutes per month applies to this plan. If a call exceeds 60 minutes the entirety of the call is chargeable at the standard rate. If you exceed 700 Minutes each minute over the allowance will be charged at our standard rates.
    If you have chosen our Anytime call plan calls are free for up to 60 minutes duration per call to numbers 01,02 and 03 and mobiles (excludes indirect access numbers and dial-up internet access). A fair usage limit of 2000 minutes per month or 300 calls per month apply to this plan. If a call exceeds 60 minutes the entirety of the call is chargeable. If you exceed 2000 minutes, each minute over the allowance will be charged at our standard rates.
  • Operating Hours Our fully UK based awarding winning Sales, Customer Service and Technical Support teams are open Monday to Friday 8am to 8pm and Saturdays from 9am to 5pm.
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Utilities UK Ltd t/a Direct Save Telecom - Registered in England - Registration number 312695
Registered address Direct Save House, Unit 2 Century Court, Tolpits Lane, Watford WD18 9RS Direct Save 2005-2023