DirectSave Telecom in Ofcom probe over chasing bills

DirectSave Telecom in Ofcom probe over chasing bills

Wednesday, 17 January, 2018

Cheap broadband provider DirectSave Telecom is under investigation by the industry regulator Ofcom after questions were raised about its practices when chasing customers for unpaid bills.

DirectSave Telecom (DS) is a Watford-based independent broadband and phone line provider.

DS is the trading name of UK Utilities Ltd and the company has been in business since 1995.

As of 17 December 2018, they offer the cheapest broadband deal on the market at £17.95 a month for standard broadband, up to 17Mbps, on a 12 month contract.

  • Unlimited Broadband

    Unlimited Broadband

    Average* 11Mbps UnlimitedBroadband
    Setup costs £0
    • Free Discount Club membership
    • Free wireless router

DirectSave face bill probe

Ofcom sets out rules for broadband providers that they must follow when trying to recover debt from customers, or disconnecting a customer’s internet in the event of unpaid bills.

Providers must post on their websites any measures that they will take to secure payment from non-paying customers, as well as information on how, when and why a customer may be cut off if they do not pay their monthly bills.

These measures must be “proportionate, not unduly discriminatory and give due warning to customers”, say Ofcom.

In a statement to, DirectSave Telecom CEO Stavros Tsolakis said that his firm were complying fully with Ofcom requests for information and could not comment further until the investigation was completed.

Cancel Other

Ofcom said it was specifically looking at the use of ‘Cancel Other’ in the DirectSave investigation.

‘Cancel Other’ is a tool that was designed to protect consumers against being switched to another broadband provider without their permission.

“Providers are also only permitted to block a customer request to switch to another provider in certain circumstances. We will be examing whether [DirectSave Telecom] has complied with its obligations under these rules.

Ofcom says this should only be used by broadband providers “for very specific reasons and only in certain circumstances”. Beyond that, the regulator was not forthcoming on any more details of the case.

Ofcom has appointed Camile Seldon to lead on the probe.

The regulator said that it expected the first phase of the investigation to be complete by April 2018.

Tom Rodgers author picture


Tom is a tech journalist and former Editor at

News What's the story?

Keep up with the latest developments in UK broadband.

Virgin gigabit trials begin in Southampton

Nationwide gigabit takes a big step forwards with Virgin's new network upgrade.

Virgin gigabit trials begin in Southampton Read more

Tesco customers get triple value with NOW TV

Get the most out of your Clubcard points with streaming discounts.

Read more

CityFibre bring full-fibre to 70,000 homes

Only 4.9 million to go...

Read more

Netflix scoop Game of Thrones creators

Benioff and Weiss sign to the streaming giant for 9 figure paychecks.

Read more

Help Learn with us

Make the most of the internet with our broadband library.

How to optimise WiFi connections in old buildings

How to optimise WiFi connections in old buildings Read more

How to choose a broadband provider you’ll be happy with

Read more

How fast home broadband helps to build your career

Don't let a sluggish connection hold you back.

Read more
Back To Top