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.
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.
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.
Rob Winward
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October 29, 2025
I am very dissatisfied with my experience with Direct Communication. While we were customers, the service was not reliable and had frequent outages. In March of 2024 after having multiple outages in a several week period, I called and cancelled our service through the paid up period and informed the representative that I was going down to T-mobile and getting new service that day as I had enough of the outages. Not only did my service not get cancelled and I now researching have learned that they billed me through November and kept charging me until I had switch cards and they weren't able to bill but to add insult to injury, they hired an attorney and filed a suit in court for unpaid services that I had cancelled and replaced. Not once did they call me or attempt to resolve before taking this action.
I would advise people to think twice before selecting them as your carrier. I plan on uploading my t-mobile bill so that you as a prospective customer can make an informed decision yourself.
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.
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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.
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.
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.
I am very dissatisfied with my experience with Direct Communication. While we were customers, the service was not reliable and had frequent outages. In March of 2024 after having multiple outages in a several week period, I called and cancelled our service through the paid up period and informed the representative that I was going down to T-mobile and getting new service that day as I had enough of the outages. Not only did my service not get cancelled and I now researching have learned that they billed me through November and kept charging me until I had switch cards and they weren't able to bill but to add insult to injury, they hired an attorney and filed a suit in court for unpaid services that I had cancelled and replaced. Not once did they call me or attempt to resolve before taking this action. I would advise people to think twice before selecting them as your carrier. I plan on uploading my t-mobile bill so that you as a prospective customer can make an informed decision yourself.
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.