01923 709709


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Frequently Asked Questions

 

Q. I’ve just signed up to switch to Direct Save Telecom, what happens next?

Q. How long does it take to get connected?

Q. Can I keep my telephone number?

Q. When do I receive my router?

Q. Will Direct Save Telecom carry out a credit check?

Q. What will my first bill contain once my order is confirmed?

Q. When do I pay my monthly bill?

Q. What happens if I'm unable to pay my bill?

Q. Can I make a direct payment to your bank account?

Q. Where are our support teams based?

Q. I'm moving home or premises what do I do?


Q. I’ve just signed up to switch to Direct Save Telecom, what happens next?
A. You will receive a confirmation email confirming the package ordered, agreement length, and links to all the important things you need to know within a few minutes of placing your order. If you have not supplied an email address, your order confirmation will be sent by letter within 3-5 working days. You will also receive a welcome call that will take you through all the next steps on your journey.


Q. How long does it take to get connected?
A. 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.


Q. Can I keep my telephone number?
A. In the majority of cases the answer is yes. However, there are some instances where numbers are unable to be moved between suppliers. If this is the case, we will contact you to discuss your options and assign a new number where required.


Q. When do I receive my router?
A. Your FREE wireless router will arrive the working day before your services are activated.


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.


Q. What will my first bill contain once my order is confirmed?
A. Your first invoice consists of the part month package cost from the date of your switch over/activation/installation to the end of the current month plus the advance month package cost (plus any additional set up fees applicable and postage and packing of any equipment). Typically, this invoice is collected 7 days before the start date of your service. This brings you in line with our monthly billing cycle.


Q. When do I pay my monthly bill?
A. Your monthly bills are generated on or around the 7th of each month. Payment collection is set to the 17th of each month unless you have specified a specific date each month for collection.


Q. What happens if I'm unable to pay my bill?
A. In the first instance contact our customer care team on 01923 709709 option 3. They will be more than happy to work with you to arrange a suitable payment option. You can also make a payment through your online account or by calling 01923 709709 option 4 and using our automated payment line.


Q. Can I make a direct payment to your bank account?
A. Yes you can. Our sort code is 60-22-40 and our account number is 86449907. Please always ensure the reference for the payment is your Direct Save Telecom account number.


Q. Where are our support teams based?
A. All of our support teams are fully UK based.


Q. I'm moving home or premises - what do I do?
A. Please see our change of address guide.

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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.

Call 0800 027 3930 or schedule a call-back from one of our UK-based support team...

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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