Website contact form
Available at directsavetelecom.co.uk under Contact us. Requires name, email, phone and reference number. Replies arrive by email, typically within a few working days.
Use for: Non-urgent queries only
UK-based call centre, single freephone line
Direct Save Telecom contact
Direct Save runs everything through one freephone number, 0800 0 30 60 90, with IVR options for sales, technical support and billing. Below is the full directory, opening hours, the callback request route, the postal address and the four-step complaints process all the way through to the Communications Ombudsman.
At a glance
Freephone: 0800 0 30 60 90
UK-based call centre
Mon-Fri 8am to 8pm
Sat-Sun 9am to 5pm
At a glance
- Freephone: 0800 0 30 60 90
- UK-based call centre
- Mon-Fri 8am to 8pm
- Sat-Sun 9am to 5pm
Contact
Updated 19 May 2026
Phone directory
Every Direct Save Telecom phone line
All home-broadband contact goes through the single freephone 0800 0 30 60 90. Business broadband uses its own help-desk number. Below is the IVR map so you know which option to press.
| Department | Number | IVR | Hours |
|---|---|---|---|
|
Sales (new customers) Choose this option to ask about a deal, postcode check or to place a new order. |
0800 0 30 60 90 | Option 1 | Mon-Fri 9am-8pm; Sat-Sun 9am-5pm |
|
Technical support (faults) For broadband faults, router problems, slow speeds or phone-line issues. |
0800 0 30 60 90 | Option 2 | Mon-Fri 8am-8pm; Sat-Sun 9am-5pm |
|
Customer service & billing For bill queries, direct-debit changes, address moves, renewals and cancellations. |
0800 0 30 60 90 | Option 3 | Mon-Fri 8am-8pm; Sat-Sun 9am-5pm |
|
Business broadband help desk Separate line for the Teleworker, Business 20 and Business Unlimited plans. |
0800 214 635 | Direct line | Mon-Fri 8am-8pm; Sat-Sun 9am-5pm |
All Direct Save 0800 numbers are free from a UK landline and from all UK mobile networks. Calls may be recorded for training and quality purposes.
Beyond the phone
Email, contact form, callback and post
Direct Save’s non-phone channels are slow and best used only for non-urgent queries or as paper trails for formal complaints.
Callback request
Existing customers only. Triggered by a pop-up that appears after a few minutes on the contact page. Choose any 15-minute window from 9am to 7:30pm, Mon-Sun.
Use for: Bills, tech, upgrades
Escalation email
Once a complaint has been logged and you want to escalate it to the Operations Director, email [email protected] with your customer reference and case history.
Use for: Escalations only
Postal address
Direct Save House, Unit 2 Century Court, Tolpits Lane, Watford WD18 9RS. Slow but valid for written complaints, contract disputes and recorded-delivery letters.
Use for: Formal letters only
Postal address
Direct Save Telecom head office
Unit 2 Century Court
Tolpits Lane
Watford
WD18 9RS
United Kingdom
Use this address for formal written complaints, contract disputes and recorded-delivery letters. It is not a walk-in customer-service centre.
Complaints
How to make a complaint, step by step
Direct Save publishes a four-step complaints process that ends with the independent Communications Ombudsman. Keep a paper trail of every call, email and reference number.
1
Step 1
Call customer service first
Phone 0800 0 30 60 90 and choose option 3. Ask for the complaint to be logged in the system, request a reference number and write it down. Most billing or fault issues are resolved at this step.
2
Step 2
Escalate to a team leader
If the front-line agent cannot resolve it, the case is passed to a team leader or manager for review. You should hear back within a few working days. Keep notes of every call and every promise made.
3
Step 3
Escalate to the Operations Director
After four weeks without resolution, email [email protected] with your reference, the case history and what outcome you want. Or call 0800 0 30 60 90 and ask for the same.
4
Step 4
Communications Ombudsman
If the complaint remains unresolved after eight weeks, or if Direct Save sends you a deadlock letter sooner, escalate to the Communications Ombudsman on 0330 440 1614 or by email at [email protected]. The Ombudsman’s decision is binding on the provider.
What is a deadlock letter?
A deadlock letter is a written confirmation from Direct Save that both sides have exhausted the internal complaints process without agreement. It gives you the right to escalate to the Communications Ombudsman immediately, even if the standard eight-week waiting period has not yet elapsed. Ask for one in writing if you feel the case has stalled.
FAQ
Direct Save Telecom contact, your questions answered
What is the Direct Save Telecom phone number?
The main Direct Save Telecom contact number is 0800 0 30 60 90, freephone from a UK landline and most UK mobiles. The same number reaches sales (option 1), technical support (option 2) and customer service or billing (option 3). Business broadband customers have a separate line, 0800 214 635.
What are Direct Save’s opening hours?
Sales is open Monday to Friday 9am to 8pm and weekends 9am to 5pm. Technical support and customer service open one hour earlier in the week, from 8am to 8pm Monday to Friday, and stay on 9am to 5pm at weekends and bank holidays. There is no 24/7 phone line for general queries, although the business help desk is reachable on the same hours.
Does Direct Save have a customer-service email?
There is no published customer-service email for general queries. The website’s contact form is the only email-style channel, and replies come back to whatever address you submitted. For complaints escalation, the dedicated address is [email protected], and you should only use it after the front-line team has logged your complaint with a reference number.
How do I cancel Direct Save broadband?
Cancellation must be done by phone. Call 0800 0 30 60 90, choose option 3 (customer service) and ask for cancellation. You will need to give 30 days notice. If you are still inside the 12-month or 24-month minimum term, early-exit fees apply unless Direct Save has raised the price mid-contract by more than the agreed amount, in which case Ofcom rules give you a 30-day window to leave for free.
Where is Direct Save Telecom’s address?
The registered head office is Direct Save House, Unit 2 Century Court, Tolpits Lane, Watford WD18 9RS. Use this address for written complaints, contract disputes or recorded-delivery letters. It is not a walk-in customer-service centre and there is no over-the-counter support.
What if my Direct Save complaint is not resolved?
If your complaint is still open after eight weeks, or if Direct Save sends you a deadlock letter earlier than that, you can escalate to the independent Communications Ombudsman on 0330 440 1614. The Ombudsman is free for consumers and its decisions are binding on Direct Save. Open Monday to Friday 8am to 6pm.