I have been a Direct Communications customer in Eagle Mountain for years, and this experience has convinced me that I will never do business with them again.
For a long time, I was charged monthly for a Blast Router that I never received, never installed, and never used. I have always used my own networking equipment because it is far superior to the hardware they provide. There was never any reason for me to have their router, yet I was billed for it anyway.
When I finally caught the error and contacted Direct Communications, I was told the charges would be credited back. That sounded reasonable, and I expected the issue to be resolved. Instead, the promised credits never materialized. After multiple conversations and follow-ups, the company ultimately refused to refund charges for equipment that was never in my possession.
What makes this even more frustrating is the attitude I encountered throughout the process. Rather than taking ownership of an obvious billing mistake, I felt like I was being treated as though I was the problem for questioning it. The customer service experience was dismissive, unhelpful, and at times outright rude.
For years, Direct Communications effectively operated with little meaningful competition in Eagle Mountain. Unfortunately, my experience left me with the impression that they had become accustomed to customers having few alternatives. Billing errors, broken promises, and poor customer service are much easier to tolerate when customers feel trapped.
That is no longer the case.
Now that there are legitimate alternatives available, including Xfinity, I see absolutely no reason to recommend Direct Communications. If a company can charge you for equipment you never had, promise to fix it, fail to follow through, and then refuse to make things right, they do not deserve your business.
My advice: carefully audit every bill you receive from Direct Communications. As for me, I will be taking my business elsewhere.
Tanner Nelson
-
December 08, 2025
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.
Carley Snyder
-
June 03, 2026
Zero stars.
Worst internet service! The ladies at the office have no respect or communication skills, especially the supervisor Diane. Can’t log phone calls of phone conversations of us canceling but can charge us because they failed to do their job. And somehow can’t track usage on an account to see we have not used it because we moved.
We had nothing but crapping service and horrible experiences with Direct Communications, not worth the cheap service. Not to mention the internet would go down multiple times a week.
Serena Ford
-
January 15, 2026
Direct was wonderful. I had Xfinity and was down all weekend and Xfinity told me they couldn't come out until the following week. I work from home and needed internet asap so I called Direct Communications and they got me on for a new install. I cancelled Xfinity and it was the best decision ever
W S
-
April 07, 2026
Like the Building and Loan in Frank Capra's cinematic masterpiece, "It's a Wonderful Life", the people of Eagle Mountain need Directcom if only to have some place where people can come without crawling to Comcast/Xfinity.
Seriously, though, this is the kind of service you want if you rely on your connection for income. My connection stays stable, no interruptions. My speeds usually exceed what's advertised, which is already more than what I need. I run a bunch of servers from my basement including inbound and outbound streaming and torrenting and terabytes of file exchange/backup. I also do heavy tech work for a multinational corporation without interruption.
I know a lot of people complain, but I've never had trouble with these guys since 2019. I think most people's problems are crappy wifi rather than crappy internet, and most people don't know the difference. Great internet with crappy wifi is like trying to force water from a 6" pipe through a garden hose. I use Ubiquiti Unifi and would recommend a high quality wifi access point like Unifi to best leverage Directcom's hardline internet connection, and plug in via Ethernet for anything that doesn't need to move around.
I was most impressed when I installed an enterprise-grade router with OPNSense running and couldn't figure out why the connection to Directcom kept failing every 10 hours. I reached out to support assuming there was something they needed to change on their end to stop kicking me off, but they were able to detect that my router was trying to connect using two interfaces, two separate MAC addresses, due to a default SuperMicro IPMI config I wasn't aware of. I was able to change the IPMI interface config, and the issue was resolved.
Try getting that level of support on non-standard hardware from the big national ISPs who hire incompetent, underpaid support techs and whose management would kick you in the face and steal your wallet if it was a viable business model.
If enough people jump to Comcast, Directcom goes under. Then everyone is trapped under the thumb of Comcast, one of the worst companies in the history of crappy national ISPs that doesn't give a sloppy crap about you or our community. They'll talk you into commitments with pretty sales girls and low pricing and then exploit you forever afterwards. Even if my experience with Directcom were worse, I wouldn't touch Comcast with a 100-foot pole.
Our Address
3726 E Campus Dr, Eagle Mountain, UT 84005, USA
Claim Listing: Direct Communications
Please Login or Register an Account to Claim Listing
I have been a Direct Communications customer in Eagle Mountain for years, and this experience has convinced me that I will never do business with them again. For a long time, I was charged monthly for a Blast Router that I never received, never installed, and never used. I have always used my own networking equipment because it is far superior to the hardware they provide. There was never any reason for me to have their router, yet I was billed for it anyway. When I finally caught the error and contacted Direct Communications, I was told the charges would be credited back. That sounded reasonable, and I expected the issue to be resolved. Instead, the promised credits never materialized. After multiple conversations and follow-ups, the company ultimately refused to refund charges for equipment that was never in my possession. What makes this even more frustrating is the attitude I encountered throughout the process. Rather than taking ownership of an obvious billing mistake, I felt like I was being treated as though I was the problem for questioning it. The customer service experience was dismissive, unhelpful, and at times outright rude. For years, Direct Communications effectively operated with little meaningful competition in Eagle Mountain. Unfortunately, my experience left me with the impression that they had become accustomed to customers having few alternatives. Billing errors, broken promises, and poor customer service are much easier to tolerate when customers feel trapped. That is no longer the case. Now that there are legitimate alternatives available, including Xfinity, I see absolutely no reason to recommend Direct Communications. If a company can charge you for equipment you never had, promise to fix it, fail to follow through, and then refuse to make things right, they do not deserve your business. My advice: carefully audit every bill you receive from Direct Communications. As for me, I will be taking my business elsewhere.
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.
Zero stars. Worst internet service! The ladies at the office have no respect or communication skills, especially the supervisor Diane. Can’t log phone calls of phone conversations of us canceling but can charge us because they failed to do their job. And somehow can’t track usage on an account to see we have not used it because we moved. We had nothing but crapping service and horrible experiences with Direct Communications, not worth the cheap service. Not to mention the internet would go down multiple times a week.
Direct was wonderful. I had Xfinity and was down all weekend and Xfinity told me they couldn't come out until the following week. I work from home and needed internet asap so I called Direct Communications and they got me on for a new install. I cancelled Xfinity and it was the best decision ever
Like the Building and Loan in Frank Capra's cinematic masterpiece, "It's a Wonderful Life", the people of Eagle Mountain need Directcom if only to have some place where people can come without crawling to Comcast/Xfinity. Seriously, though, this is the kind of service you want if you rely on your connection for income. My connection stays stable, no interruptions. My speeds usually exceed what's advertised, which is already more than what I need. I run a bunch of servers from my basement including inbound and outbound streaming and torrenting and terabytes of file exchange/backup. I also do heavy tech work for a multinational corporation without interruption. I know a lot of people complain, but I've never had trouble with these guys since 2019. I think most people's problems are crappy wifi rather than crappy internet, and most people don't know the difference. Great internet with crappy wifi is like trying to force water from a 6" pipe through a garden hose. I use Ubiquiti Unifi and would recommend a high quality wifi access point like Unifi to best leverage Directcom's hardline internet connection, and plug in via Ethernet for anything that doesn't need to move around. I was most impressed when I installed an enterprise-grade router with OPNSense running and couldn't figure out why the connection to Directcom kept failing every 10 hours. I reached out to support assuming there was something they needed to change on their end to stop kicking me off, but they were able to detect that my router was trying to connect using two interfaces, two separate MAC addresses, due to a default SuperMicro IPMI config I wasn't aware of. I was able to change the IPMI interface config, and the issue was resolved. Try getting that level of support on non-standard hardware from the big national ISPs who hire incompetent, underpaid support techs and whose management would kick you in the face and steal your wallet if it was a viable business model. If enough people jump to Comcast, Directcom goes under. Then everyone is trapped under the thumb of Comcast, one of the worst companies in the history of crappy national ISPs that doesn't give a sloppy crap about you or our community. They'll talk you into commitments with pretty sales girls and low pricing and then exploit you forever afterwards. Even if my experience with Directcom were worse, I wouldn't touch Comcast with a 100-foot pole.