Wouldn't use this service again if it was free!
I'm appalled with Direct Communication's inability to communicate given the name of the company. I understand that they are a local company, but their customer service is atrocious. We ended up switching to another local fiber service whose customer service has been out-of-this-world amazing (and it's less expensive).
As other reviewers have mentioned, billing issues lay at the heart of this review. We canceled our service with Direct Communications a few months ago after growing tired of the poor customer service and intermittent outages. Unbeknownst to us, there was a final bill after we turned in our router (a router they claim is worth $300 and the customer has to pay for it if it's not returned in its original box!) and ethernet cord. We were not informed of a final bill and were led to believe that the bill at the time of cancellation would be our final bill. Well, the surprise bill eventually had several late fees added to it (they were sending the bills to an unused email address).
When I found out, I called to make it right and they gave me the run-around. First, the agent told me to email them instead, but the email address they provided me was not a valid address, so I had to call in again to get the right email address. The email agent then told me I had to call in instead. So, I called in again and explained the situation. I explained that although the outstanding amount was small, I was currently unable to pay the larger amount. I could, however, pay the original amount. This time, Diane (the manager, who I had emailed before) told us that we had better pay up right then or else it would be sent to collections. She said she could only remove one instance of late fees and that I was lucky they hadn't added more!
In my four years of account history with Direct Communications, I never paid a bill late. The equipment I returned to them was in pristine condition (and in the original packaging)!
On the other hand, despite me keeping up my end of the bargain for four years, Direct Communications' fiber infrastructure continues to have issues that resulted in service outages that often lasted several hours. On more than one occasion, I had to relocate to a local cafe or a coworking location so I could work because the internet was out at home. From my point-of-view; I fulfilled our contract for years and tolerated their lapses. But the only time I lapse, they showed utter inflexibility.
Cedric de Chermont
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September 30, 2025
I had a recent experience where my personal WiFi router decided to die, and I was having persistent issues getting it to reconnect.
Daniel, the technician who picked up my call, stayed on the phone with me for over half an hour while helping me troubleshoot my connection issues with my new router. This was even after it was confirmed to be an issue on my end instead of theirs, but he stayed on the line to help walk me through the setup troubleshooting.
I don’t think you can expect this from “big box” ISPs. They will confirm it’s an issue on your end and then wish you luck.
Between fixed pricing and good customer service, Direct Communications deserves a high rating and my continued business.
Alice
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January 06, 2026
Could have been better at communicating how the final bill works. Don’t like that I owed 10 but they would bill 75 and return 65 of it. Crazy I didn’t get a call and was expected to call them usually when you owe something communication on it would be great.
Blanche Cox
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December 02, 2025
Beware if you are setting up internet service with Direct Communications. I completed the online form to start service on the weekend and they called me back yesterday to schedule a technician visit to get it set up. They had availability the next morning, which I appreciated...until I needed to reschedule.
When I called to move the appointment, I was informed there is a $55 fee to move an appointment without 24 hours’ notice. I explained that less than 24 hours had passed between the time I scheduled the appointment and when it was set to occur, making it literally impossible for me to provide 24 hours’ notice. The fee had also never been mentioned to me. Despite this, the representative, Diane, did not acknowledge the issue at all. When I pointed out that I was being charged for something that could not physically be done, she didn’t even give it a second thought and simply repeated that I would need to pay the fee if I wanted to reschedule.
I simply didn't have the $55 to pay the fee even if I had wanted to, so I ultimately had to cancel the service entirely, something I wouldn’t have done if the policy had been explained upfront or handled with more understanding.
I made 3 calls the same morning trying to resolve the appoinment issue and encountered the same dismissive and unhelpful service from Diane everytime. She did not acknowledge my concerns or consider the circumstances, and her responses came across as rude. On my 3rd call, out of pure frustration I just cancelled service completely and she didnt even bat an eye so to speak. Because I understand from experience how demanding customer service can be I remained calm and polite while patiently explaining the situation. Despite this, she consistently stuck to what sounded like a scripted response rather than addressing the actual issue, making the interactions unnecessarily frustrating.
One of the reasons I’ve continued choosing this company over the years as I've moved in and out of Eagle Mountain is because they were small, local, and rooted in the Eagle Mountain community. I genuinely appreciated being able to support a local provider, and historically they have always delivered great service. Even during a months-long unresolved internet issue I had that baffled even them, their technicians were consistently kind, patient, and dedicated to finding a solution.
However, a $55 fee to simply move an appointment feels excessive and more like something a large corporation would impose. It genuinely saddens me to see practices that seem to reflect a shift away from the qualities that once set them apart.
After this interaction, I’m no longer sure I would use their services again or recommend them.
Scott L. Walker
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September 29, 2025
Solid company culture. I’m relocating to Utah & didn’t know their story. Jessica and the team in the office were easy to engage. The field guy, Brimm, was excellent too. He was prompt, friendly and quickly got us up and running. Blazing speed. Excellent service. Big fan.
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Wouldn't use this service again if it was free! I'm appalled with Direct Communication's inability to communicate given the name of the company. I understand that they are a local company, but their customer service is atrocious. We ended up switching to another local fiber service whose customer service has been out-of-this-world amazing (and it's less expensive). As other reviewers have mentioned, billing issues lay at the heart of this review. We canceled our service with Direct Communications a few months ago after growing tired of the poor customer service and intermittent outages. Unbeknownst to us, there was a final bill after we turned in our router (a router they claim is worth $300 and the customer has to pay for it if it's not returned in its original box!) and ethernet cord. We were not informed of a final bill and were led to believe that the bill at the time of cancellation would be our final bill. Well, the surprise bill eventually had several late fees added to it (they were sending the bills to an unused email address). When I found out, I called to make it right and they gave me the run-around. First, the agent told me to email them instead, but the email address they provided me was not a valid address, so I had to call in again to get the right email address. The email agent then told me I had to call in instead. So, I called in again and explained the situation. I explained that although the outstanding amount was small, I was currently unable to pay the larger amount. I could, however, pay the original amount. This time, Diane (the manager, who I had emailed before) told us that we had better pay up right then or else it would be sent to collections. She said she could only remove one instance of late fees and that I was lucky they hadn't added more! In my four years of account history with Direct Communications, I never paid a bill late. The equipment I returned to them was in pristine condition (and in the original packaging)! On the other hand, despite me keeping up my end of the bargain for four years, Direct Communications' fiber infrastructure continues to have issues that resulted in service outages that often lasted several hours. On more than one occasion, I had to relocate to a local cafe or a coworking location so I could work because the internet was out at home. From my point-of-view; I fulfilled our contract for years and tolerated their lapses. But the only time I lapse, they showed utter inflexibility.
I had a recent experience where my personal WiFi router decided to die, and I was having persistent issues getting it to reconnect. Daniel, the technician who picked up my call, stayed on the phone with me for over half an hour while helping me troubleshoot my connection issues with my new router. This was even after it was confirmed to be an issue on my end instead of theirs, but he stayed on the line to help walk me through the setup troubleshooting. I don’t think you can expect this from “big box” ISPs. They will confirm it’s an issue on your end and then wish you luck. Between fixed pricing and good customer service, Direct Communications deserves a high rating and my continued business.
Could have been better at communicating how the final bill works. Don’t like that I owed 10 but they would bill 75 and return 65 of it. Crazy I didn’t get a call and was expected to call them usually when you owe something communication on it would be great.
Beware if you are setting up internet service with Direct Communications. I completed the online form to start service on the weekend and they called me back yesterday to schedule a technician visit to get it set up. They had availability the next morning, which I appreciated...until I needed to reschedule. When I called to move the appointment, I was informed there is a $55 fee to move an appointment without 24 hours’ notice. I explained that less than 24 hours had passed between the time I scheduled the appointment and when it was set to occur, making it literally impossible for me to provide 24 hours’ notice. The fee had also never been mentioned to me. Despite this, the representative, Diane, did not acknowledge the issue at all. When I pointed out that I was being charged for something that could not physically be done, she didn’t even give it a second thought and simply repeated that I would need to pay the fee if I wanted to reschedule. I simply didn't have the $55 to pay the fee even if I had wanted to, so I ultimately had to cancel the service entirely, something I wouldn’t have done if the policy had been explained upfront or handled with more understanding. I made 3 calls the same morning trying to resolve the appoinment issue and encountered the same dismissive and unhelpful service from Diane everytime. She did not acknowledge my concerns or consider the circumstances, and her responses came across as rude. On my 3rd call, out of pure frustration I just cancelled service completely and she didnt even bat an eye so to speak. Because I understand from experience how demanding customer service can be I remained calm and polite while patiently explaining the situation. Despite this, she consistently stuck to what sounded like a scripted response rather than addressing the actual issue, making the interactions unnecessarily frustrating. One of the reasons I’ve continued choosing this company over the years as I've moved in and out of Eagle Mountain is because they were small, local, and rooted in the Eagle Mountain community. I genuinely appreciated being able to support a local provider, and historically they have always delivered great service. Even during a months-long unresolved internet issue I had that baffled even them, their technicians were consistently kind, patient, and dedicated to finding a solution. However, a $55 fee to simply move an appointment feels excessive and more like something a large corporation would impose. It genuinely saddens me to see practices that seem to reflect a shift away from the qualities that once set them apart. After this interaction, I’m no longer sure I would use their services again or recommend them.
Solid company culture. I’m relocating to Utah & didn’t know their story. Jessica and the team in the office were easy to engage. The field guy, Brimm, was excellent too. He was prompt, friendly and quickly got us up and running. Blazing speed. Excellent service. Big fan.