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.

  1. DS Unlimited Broadband
    This deal has changed or is no longer available.

    DS Unlimited Broadband

    DirectSave
    Average* 11Mbps UnlimitedBroadband
    Setup costs £0 £0 (inc. new line)
    • 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 BroadbandDeals.co.uk, 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

By:

Tom is a tech journalist and former Editor at BroadbandDeals.co.uk.

News What's the story?

Keep up with the latest developments in UK broadband.

The rise of cryptocurrency scams: don’t get mugged

The rising interest in Cryptocurrency is leaving consumers vulnerable to scams.

The rise of cryptocurrency scams: don’t get muggedThe rise of cryptocurrency scams: don’t get mugged Read more

Hyperoptic welcomes new investment from KKR.

Leading global investment firm acquires the majority stake of UK ISP Hyperoptic after they announce plans to quadruple fibre coverage.

Read more

Post Office officially the UK’s cheapest broadband deal

The latest victory in the price wars goes to Post Office with an amazing introductory offer for just over £15 a month!

Read more

Plusnet price hike warning

Incoming broadband and phone price rises before Christmas

Read more

Help Learn with us

Make the most of the internet with our broadband library.

Search engine alternatives to Google

Are there other options or is Google a search monopoly?

Search engine alternatives to GoogleSearch engine alternatives to Google Read more

The top online scams affecting Millenials – and how to avoid them!

Cybercrime is becoming more sophisticated every year - here are the current most frequent scams affecting millennials!

Read more

Is your faster broadband fast enough?

Read more

The differences between uploads and downloads

Read more