Pro-tip: Filter these reviews by "newest" to get an understanding of how customers are feeling about the company today.
There is a massive disconnect between Direct Communications and their billing service which leads to minimal communication about any auto-pay issues and resulting late fees. We had a credit card expire but continued receiving statements from D-Comms saying "**Do Not Pay** Bill will be paid automatically." Without warning, they tacked on 2 late fees. They were willing to credit back one of them, but not the other. Somehow I also had two accounts with them under the same email address from when they changed their billing system and imported the old ones. I immediately paid the service charges and updated my auto-pay after the first late fee but I'm still not sure if I updated my auto-pay on the wrong account that resulted in another late fee? I can totally forgive the issues with the billing system and can play by their unclear and miscommunicated rules (and not to mention the occasionally spotty service), but charging me inflexible late fees as a result of their billing issues is called usury and is typical of a monopoly.
From what I've heard, the city only allows for one fiber provider in the area. I'm grieving that they chose one with less-than-great service and much worse customer service. Is $20 (per late fee) really worth all the awful reviews the company is receiving for their auto-pay issues?? I was told by the manager that she reports directly to the owner, who I saw occasionally comments here so I thought posting a review could be worthwhile. Please, let's be reasonable together.
Monica N
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June 11, 2025
If I could give 0 stars, I would. The lady who claims to be the boss of the entire company is very unprofessional. The company has unwritten policies. I asked for proof of her policy claims and she said they aren't written. I asked why not and she said they just aren't. I asked her how that's legal and she said "It just is." So for all we know she just makes up any policy she desires at any time. How do we know she's not making up policies that are partial, biased or more. Do yourself a favor and avoid direct communications all together. Wasatch broadband has better customer service and pricing. FYI, direct communications has a raffle going in right now in there office that if you leave a Google review. This is why people are leaving good reviews. Look at the honest reviews.
Shayla Hendricks
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July 26, 2025
Literally the WORST customer experience I have ever had and I work in customer service! It took them OVER 2 weeks to come out and set everything up correctly- they kept messing up. Because of their poor communication between teams, my husband missed nearly 3 days of work trying to get them to do it right. They wouldn't even waive their install fee or give a discount for the countless hours we spent TRAINING their team on how to do it correctly... Best of all they completely BROKE our communications box (shattered the sides which is made out of concrete)! We told them they needed to fix it and they were about to charge US $500 for something THEY broke!! So now we have to live with an ugly broken box in front of our house because of their lack of integrity and responsibility
Reply: It was Direct Com but it was under my husband's name. I don't feel comfortable sharing our address in a review but I would love to chat!
Brigham Andersen
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June 03, 2025
If your install goes smoothly then you'll like have a 5-star experience.
Our internet is now fast and reliable as advertised, but we had to go through a horrific 1-star install experience...
It takes 4 business days from the time you sign up to actually get technicians out to install for you. Then our installation ran into issues with the fiber line not being long enough, so that added a day to the install, then internet still wasn't working so it took 1 entire day on top of that to trace the issue to the box clear down the street. I work remotely so I essentially wasn't able to work 2 days that I thought I'd have internet for.
The technicians and network engineers are incredible (give Brim and Brian a raise!) but their billing support team is extremely difficult to work with. For all the unforeseen challenges we ran into, I'd at least expect them to waive the $50 install fee, maybe even give a month or two of free internet to account for our horrible install experience. But billing support team refused to offer any kind of compensation for all our lost time.
I hope your install goes smoothly so that you don't have to deal with all we went through. If you run into issues you can expect your 5-star experience to plummet down to a 1-star experience, and their support team won't do anything to make it right other than say sorry and that there's nothing they can do.
P.S. Make sure to use a randomly generated password for your Direct Communications account. When you sign up they expose your password in an email back to you and the support agents can see your password directly! A big security no no!
Extra P.S. I just found out that they busted the edge off my communications box buried in the front of the house, and they just left it there broken without telling me.
Chris Montague
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June 01, 2025
Seems like they are desperate for good reviews so they hold a give away for a cheap 50 inch TV on Facebook for google reviews. This place is awful and their customer service sucks. They are going down hill with new internet companies coming to eagle mountain. Give it a couple years when google fiber is out here and this company will be done for. Lower your prices and hire better customer service people. Late ONCE out of the 3 years we are with you and they refuse to let a late fee of a couple days be waived and threaten to just turn off our internet. Be warned. Stay away!!
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Pro-tip: Filter these reviews by "newest" to get an understanding of how customers are feeling about the company today. There is a massive disconnect between Direct Communications and their billing service which leads to minimal communication about any auto-pay issues and resulting late fees. We had a credit card expire but continued receiving statements from D-Comms saying "**Do Not Pay** Bill will be paid automatically." Without warning, they tacked on 2 late fees. They were willing to credit back one of them, but not the other. Somehow I also had two accounts with them under the same email address from when they changed their billing system and imported the old ones. I immediately paid the service charges and updated my auto-pay after the first late fee but I'm still not sure if I updated my auto-pay on the wrong account that resulted in another late fee? I can totally forgive the issues with the billing system and can play by their unclear and miscommunicated rules (and not to mention the occasionally spotty service), but charging me inflexible late fees as a result of their billing issues is called usury and is typical of a monopoly. From what I've heard, the city only allows for one fiber provider in the area. I'm grieving that they chose one with less-than-great service and much worse customer service. Is $20 (per late fee) really worth all the awful reviews the company is receiving for their auto-pay issues?? I was told by the manager that she reports directly to the owner, who I saw occasionally comments here so I thought posting a review could be worthwhile. Please, let's be reasonable together.
If I could give 0 stars, I would. The lady who claims to be the boss of the entire company is very unprofessional. The company has unwritten policies. I asked for proof of her policy claims and she said they aren't written. I asked why not and she said they just aren't. I asked her how that's legal and she said "It just is." So for all we know she just makes up any policy she desires at any time. How do we know she's not making up policies that are partial, biased or more. Do yourself a favor and avoid direct communications all together. Wasatch broadband has better customer service and pricing. FYI, direct communications has a raffle going in right now in there office that if you leave a Google review. This is why people are leaving good reviews. Look at the honest reviews.
Literally the WORST customer experience I have ever had and I work in customer service! It took them OVER 2 weeks to come out and set everything up correctly- they kept messing up. Because of their poor communication between teams, my husband missed nearly 3 days of work trying to get them to do it right. They wouldn't even waive their install fee or give a discount for the countless hours we spent TRAINING their team on how to do it correctly... Best of all they completely BROKE our communications box (shattered the sides which is made out of concrete)! We told them they needed to fix it and they were about to charge US $500 for something THEY broke!! So now we have to live with an ugly broken box in front of our house because of their lack of integrity and responsibility Reply: It was Direct Com but it was under my husband's name. I don't feel comfortable sharing our address in a review but I would love to chat!
If your install goes smoothly then you'll like have a 5-star experience. Our internet is now fast and reliable as advertised, but we had to go through a horrific 1-star install experience... It takes 4 business days from the time you sign up to actually get technicians out to install for you. Then our installation ran into issues with the fiber line not being long enough, so that added a day to the install, then internet still wasn't working so it took 1 entire day on top of that to trace the issue to the box clear down the street. I work remotely so I essentially wasn't able to work 2 days that I thought I'd have internet for. The technicians and network engineers are incredible (give Brim and Brian a raise!) but their billing support team is extremely difficult to work with. For all the unforeseen challenges we ran into, I'd at least expect them to waive the $50 install fee, maybe even give a month or two of free internet to account for our horrible install experience. But billing support team refused to offer any kind of compensation for all our lost time. I hope your install goes smoothly so that you don't have to deal with all we went through. If you run into issues you can expect your 5-star experience to plummet down to a 1-star experience, and their support team won't do anything to make it right other than say sorry and that there's nothing they can do. P.S. Make sure to use a randomly generated password for your Direct Communications account. When you sign up they expose your password in an email back to you and the support agents can see your password directly! A big security no no! Extra P.S. I just found out that they busted the edge off my communications box buried in the front of the house, and they just left it there broken without telling me.
Seems like they are desperate for good reviews so they hold a give away for a cheap 50 inch TV on Facebook for google reviews. This place is awful and their customer service sucks. They are going down hill with new internet companies coming to eagle mountain. Give it a couple years when google fiber is out here and this company will be done for. Lower your prices and hire better customer service people. Late ONCE out of the 3 years we are with you and they refuse to let a late fee of a couple days be waived and threaten to just turn off our internet. Be warned. Stay away!!