After having been a Direct customer for over a year and a half, I just recently moved away from Eagle Mountain and am glad that I won't need to deal with this company any more. Sadly, the internet situation in this city is a bit grim, as Direct is the only wired internet provider allowed to operate here; if you want any other connectivity options, the only way to do so is to go with Rapidwave or Digis, both of which are a little slower because they're dish-based. We were happy customers with Rapidwave, but a Direct salesperson came through our neighborhood in November 2011 with the promise that their Fiber-to-the-home service would be available on our street by the end of January 2012. Encouraged by this, we decided to give Direct a shot -- I mainly work from home and require a reliable and fast connection, so fiber was appealing to me. January came and went; long story short, Fiber didn't actually arrive at our house until March 2013. What's worse, the company didn't bother keeping us updated on what was going on until I made a fuss about it, after which I received one update giving a vague reason for all the delays. While we waited for fiber, we had to deal with the company's standard copper connection, which was unreliable. We were required to rent a modem/router combo for $5 per month, and it never worked consistently. There were some days in which our connection died five or more times. We had the tech specialist come out several times to take a look, and despite my multiple requests to receive a new router, they flat out told me that they were given instruction to not replace routers except as a last resort. In other words, we had to go through endless troubleshooting, wasting my time (and the tech's time) and prolonging the agony -- and they never did replace our router, because they couldn't determine with 100% surety that it was the source of the problem. After enough time, we just threw our hands up in the air and decided not to waste any more of our time even trying. Once Fiber did show up at our house, we took advantage of the faster speeds with a more expensive plan. While we could finally use our very own router, we continued to experience the same random outages -- oftentimes during the middle of the day, while other times we would wake up in the morning only to find that our internet had been down nearly all night. During one particular outage, I called their tech support line only to get a call center based in a different country, and the person I talked to had no idea what was going on, nor could he do anything to help other than tell me "there have been known outages in your area, our team is looking into it." No estimated ETA, no explanation as to what was going on, no way to check my specific IP for issues, nothing. He didn't even say goodbye when he hung up. (To be fair, I believe my call was technically after-hours; I did have a couple decent experiences with local tech support, who were able to check my IP for issues and give me recommendations on how to resolve my problems, but the repeat visits from their tech team without ever seeing any resolution to our issues was quite frustrating.) Needless to say, we were consistently upset with Direct in nearly every way: overall service, customer relations, tech support, etc. They weren't a reliable company to work with, we felt like we were lied to by the salesperson who promised us Fiber, the prices were pretty high (likely due to the fact that Direct has a monopoly in the city and only had a couple small dish-based providers to go up against) and I certainly couldn't refer any of my neighbors or friends to them. While I'm hoping we were an isolated case -- perhaps the customers in City Center have different experiences than customers in the Ranches, for instance -- we had enough horrible experiences with them over the last year and a half to convince us otherwise. The reason why I'm giving them two stars (instead of one) is because the data speeds were great when it did work -- but that's the problem: it didn't work for us as often as we needed it to. It's pretty sad when you feel like your smartphone mobile hotspot is more reliable than your wired ISP. read more

I finally left Direct Communications because they always have outages! Their customer service is poor! Always have issues with their internet! They think they can charge what they want and take advantage of the consumer because they Have Monopoly on the area in Eagle Mountain but not anymore Comcast is here and a lot better service and cheaper! read more

terrible customer service incredibly rude the manger says all calls are recorded but can't go back an listen to them to check for fraud. terrible service always has outages and super slow speeds. read more

Terrible internet, outages all the time that they don't care to fix, probably the dumbest people on the planet run this sad excuse of a company. Go with ANY other internet provider I promise it will be 10x than this garbage company read more

Do not use this company. They will find a way to charge you for extra fees. We canceled with them so they turned off our automatic bill pay which caused us to be late on our last bill. They intentionally function in a way to cause fees. This happened during both our moves within Eagle Mountain. read more

I started out liking this company. However, I am beyond put off by their payment fees. This company wants to charge you a fee for an EFT. I would understand if I was using a credit card. However you feeing me to death puts you at the bottom and makes this company a chump. Find another company. They fee you to death! read more

Way overpriced internet that had issues late at night and regular outages. They wouldn't set up my internet on the day they said they would, our agreed upon date of my move in. My wife and I work from home and I had to show up at the office at 8 AM to get them to turn on the Internet. Customer service was rude and unhelpful. Would not recommend to anyone, honestly. read more

Paid the same price for 5 years with no problems. Now I'm getting upgraded from 250/125 for $80.00 a month to 500/500 for $50 a month! Highly recommend this company, I've have had zero issues with service and their communication and honesty is always appreciated. read more

Great service and delightful technicians. Having to pay $2:50 for auto pay or online billing is pushing it though.

Cannot express strongly enough what a terrible experience we have had with Direct Communications. - Only adjusting their prices after a competitor is made availalble. - ZERO communication or outreach if there is any issues collecting a payment method. - ZERO customer service or evidence of putting the customer first. AVOID AT ALL COSTS. read more

They sent us an email that said it was a 2 hour window for the appointment, and then sent us a text that said it was a one hour window for the appointment. We left after an hour and they showed up and then charged us $50. Next we rescheduled and nobody showed up and they didn't even care. They'll charge you when they can and won't do anything for you when it's their mistake. We also waited 3 weeks for our internet to be connected properly. Find another service. read more

If you call when their internet service inevitably goes out, they turn off their phones and won't let you wait on hold, leave a voicemail, or speak to IT. I pay way to much to have my internet go out on a sunny calm day with no explanation from my internet provider. read more

Absolutely horrific internet company. Probably the worst customer service I've seen for any company in any industry. They agreed to send me a copy of my bill every month, to which I never received a single one. Not in my email, mailbox, telephone, nothing. Then, when I called to get help accessing my account and paying my bill, their customer service representatives were absolutely useless and incredibly rude, they didn't help me find a way to pay my bill, and then ultimately caused me to have to disconnect the service. After the service was disconnected, they sent me to collections for fees they tac'ed onto my bill. The same bills and fees I tried to pay when I called them over the phone numerous times! On top of that, I spoke with numerous other customers, many of which didn't even pay the same monthly amount that I did for the same exact service! Dirty, scummy, and scammy company. DO NOT USE DIRECT COMMUNICATIONS. DO NOT DO IT. FIND A DIFFERENT WIFI PROVIDER IN THE AREA, WHOEVER THEY ARE, THEY WILL BE BETTER THAN DIRECT. read more

First off the quality of the internet is horrible. They have come to "fix it" 3 times and it never gets better. But they also cut off our service because their payment system is messed up. We set up auto payments, we use the card that was connected to our account all the time with no issues. When they contacted us saying we had not made payments in 3 months we called and gave them the payment information again and the person on the phone said everything was taken care of. Then they cut our service the next day. When we called again they said that there were never any changes and now we have a to pay $50 connection fee! If you have ANY OTHER OPTION for an internet provider, use them instead. You won't regret it. read more

I've lived in Eagle Mountain for about 13 years and have used Direct Communications for internet for about that same time. Only had a few times when they were down and I didn't have service. They have been pretty reliable and at a decent price. Any tech issues or billing issues have been resolved in a timely manner. So no complaints with customer service so far. read more

Speed is good, but outages all the time. There is one right now, and I'm pretty sure I'm not the only one. Tried calling, but no answer. read more

Worse than any other provider in terms of customer service and value. I'm a high paid software engineer I DO internet for a living --- Yes I know comcast and all the other companies are not great, i've had them. Speeds are good and reliability is good, but their support techs and customers service reps are trash. Unwilling to help, you want to do anything you are forced to use their web portal, when they reduced internet charges for the different tiers they don't automatically adjust your bill, they'll keep billing you for that $165 unless you do all the work. Put your customers first Direct Communications, when people call, be polite and helpful, when we call change things for us, stop nickle and diming everything, forcing modem rental just to squeeze out that bottom line. read more

I talked with Diane this morning who was extremely rude. I also work customer service. We received no emails or texts about any payment issues. They claim they send out this information but we have never received any. When I asked Diane if I could take a second to ask my husband if we could pay that she said she could only stay on for 1 minute. There was no patience, and she was just not friendly and was quite rude. They just put you on hold without saying anything. This company just sucks. Working for customer service I get it is a hard mentally taxing job, but your day just started and it's 8 am. Get a better attitude and do your job nicely. Thanks. read more

Your service is HORRIBLE! I pay for 500mpbs and now lease a router from you to see if it would fix all of our internet problems and here we are again, ANOTHER outage! More internet problems. We pay A LOT for bad internet service, bad customer service and I WISH I could cancel but unfortunately you are THE ONLY PROVIDER here for us that offers fast enough speed packages. Please stop taking advantage while knowing how limited we are. It's not right read more

Terrible billing system. They bought my fiber internet company, and I set up auto bill pay like I had set up before. I set it to pay on the first day of the billing cycle. With this I incurred late fees and some months I would be charged double, or nothing. They responded to my asking why this is happening with saying I needed to set my bill pay to after the 8th of the month. What's the point of even having other options? read more

This company doesn't care about their customers, has regular and reoccurring outages, is extremely unresponsive, and borderline incompetent. The fact they refuse to offer ANY explanation for what's going on and how/when they plan on fixing outages is just the straw that breaks the camels back. read more

Garbage service, no notifications of any complications. 24/7 support? Complete lie, no one answers the phone. Do not recommend.

This company is very poor with communication and charges when you aren't even with them. I had them for two years. In the two years, I was disconnected from all internet because lack of payment. They did not send any warning through email. Every time I had to reconnect, they charged $50; even though they don't have to come out or do anything. I set it up for autopay, and then the internet was disconnected again! I tried to call them, but got no response since it was a holiday. My recently new husband was going to move in so we decided to just have no internet for 5 days and bring his service over. 3 months later, I get my first bill in an email showing that I paid. I called and apparently had still been paying. They would not reimburse me and said it was my fault for not calling in. HORRIBLE COMPANY. read more

I'll be as honest as I can. The good 1) With regard to the Internet reliability and speed --- mine has been rock solid. My partner and I both work from home 100% of the time and there's been no time during typical business hours when things were slow, or unavailable. It just works and it's fast. The bad 1) Fees. Whenever you change something or have a service performed. The technician will say 'they'll bill you for it' --- which is true. They'll bill you for the service AND a 'past due balance' fee. You don't get notified, or have a bill in front of you that shows you that you'll need to pay for the extra service, before the 'fee' shows up that they've already held you accountable for. Pretty shady. Give me an itemized monthly bill with all the things from the previous month and give me a month to pay for it. It's not hard. 2) My home was pre-wired for ethernet in every room. There's a hub / switch that distributes it to every room. It's as simple as plugging in the router to the hub and making sure the hub is plugged into each room. Beware, the technician will charge you $100 for every room in your home you want to enable beyond the first room (it's already wired, like, why does a pre wired home get charged per room? wall socket w/ cat6e is already there and wired) 3) Their gigabit fiber is overpriced, compared to the same service I received in nearby Saratoga Springs, from Centurylink, or Comcast. You'll pay over $170 monthly for something that other companies offer for $70. Also, Centurylink / Comcast didn't charge fees for every room I had cat6e in. 4) Must lease their router. They won't give you any details on the types / brands of routers their service supports and only supports their own leased router (at a premium of $15 a month) read more

Decent Internet service, but horrible customer service. I requested to have them increase my speed from 50 MB per second to 500. They needed to send someone out to my house to do so. I was told that they would come between 1030 and 1130. When no one showed up, I called in. I asked what time they'd be here they said it was a now a two hour window. I then asked if they could call and get me an exact time because I need to plan my day out and she flat out refused. She said she had the number and contact information but she would not call. Horrible lady. Horrible customer service. Cannot wait to switch to Comcast when they get here. read more

I`ve been a customer of Unitel, in Unitel Maine, they were very good, until direct communications took over, now it1s IMPOSSIBLE to pay the bill online, furthermore they totally REFUSE to let us have high speed interne, they will NOT install it, furthermore they now make you pay double the monthly amount!!! This guy Kit Wilson the so called CEO of this company is an incompitent, moron, an idiot, useless degenerit, but by God he knows how to steal our money!!! read more

Great provider. Their prices stay the same. Meaning you aren't in a trial period like Comcast where they double your price after 6 months. They have had outages, but most of them have been caused by Comcast moving into Eagle Mountain and cutting fiberoptic cables. Whether that is Direct Communications problem for not marking them well enough is difficult to say. Overall I would say that they are a good company, but they need to build up more employees, and they need a Status page to inform customers of outages immediately. read more

Tried to get service with them again as if I was a fresh new customer. Spent a half hour trying to get them to understand wanting the ethernet line replaced as its the only thing I can think of causing the massive outages I had with them a year ago. they refused and said they don't do internal cable installs. I have never in my life ran into an isp that won't run a cable into the house for internet. So yeah still trash. read more

This company is an absolute joke. We have been in the area since June 2018 and nothing but PROBLEMS. The AGENTS are so UNPROFESSIONAL and PLAIN out RUDE. They are of NO HELP at all. It's like when you call for HELP it's like YEAH YEAH YEAH but when you're ONE day LATE on PAYING your BILL they CHARGE you a LATE FEE and have the TIME to call and tell you your LATE on paying. No kind of service at all but QUICK to take your MONEY. I wish other CARRIERS where out here because I would NOT be signing up with them if XFINITY or COX or just another PROVIDER was out here. DIRECT COMMUNICATIONS your an ABSOLUTE JOKE and you NEED training on how to treat your PAYING customers. I honestly wish I did NOT have to even GIVE them a ONE STAR. Does anyone know if EAGLE MOUNTAIN will ALLOW XFINITY to come into the AREA? read more

Have not had them long however whatever issues they have had in the past seem to have been worked out. Everything from signing up, installation, and now internet speeds have been great. read more

This company offered a promotion for 2 months for faster speed. After 2 months we called and said we don't want the faster speed and to reduce our speed. They didn't do anything. The next month we get billed and we say no, we canceled that speed we wanted the power one. They said they have no notes saying we called in. They charged us a late fee and cancellation fee because we said we didn't want to continue service because we didn't want the faster speed. We now owe $168 FROM ONE MONTH OF BILLING because we canceled with them. DONT GO WITH THE COMPANY!!! You will get billed if you cancel or want to reduce your speed! read more

When my wife and I moved into our home, the technician installed the router so that the only place that it could sit was on top of our hot water heater. He gave us no other options. We moved recently and returned the equipment. The router was warped and we were charged $267 to replace it. The wonderful manager refused to work with us stating "well the equipment was damaged". I wonder why that is? Could it be because your technician screwed up? There are few options for internet in Eagle Mountain but, if you can, go with anyone else. read more

All the other reviews about the astronomical fees are true. First, they blatantly ignored sending out mail to the correct location. Second, they did not inform us of leasing the router as an extra charge. There was no app or means to set up an account when you first get internet, making it so you don't know when your bill date is. You don't know anything and before you know it you are getting charged $60 to disconnect $50 to reconnect, $25 for a late fee. Outrageous and absolutely terrible service. DO NOT GET THIS SERVICE. read more

Direct communications seems to think you win customers by being curt and impolite to them. They are curt and rude even with normal every-day interactions. This is not about one interaction but about years of rudeness. They take up to 48 hours to reconnect your service after you didn't realize that the auto-pay was not going through (and they don't give you any heads-up or anything that you are being disconnected.) We live in the 21st century and there is no way it takes 48 hours to reconnect your service. And if asked for an ETA there is no reason you can't give one. The only reason anybody goes with them is they have a monopoly on wired internet service. It's just sad. read more

I wish I didn't even have to give a star. This company is the ANTITHESIS of good business. Their service is poor in general. But their customer service is among the most asinine I've witnessed. I called multiple days in a row and was promised my service was canceled. After it didn't happen I left a message for the manager. Never heard back. I called again and spoke to the manager who was as equally disrespectful as she was unhelpful. She claimed i had not left a message and she couldn't do anything outside of canceling my service today (and we would still be responsible to pay for service we hadn't used) We moved from the property and had the service transferred to new buyers. This company continued to bill and charge us both. For a service we haven't used!! I called to get it resolved and was met with unhelpful platitudes and outright refusal to make it right. Avoid this company at all costs. Apparently this woman is the top of the line- and there's no one above her besides the owner who and I quote "absolutely does not talk to customers" so keep that in mind before you sign up for poor internet service to begin with. read more

I can't even rate them a star, we had Unitel here in Maine forever and the fiber optics ran smooth and great, Direct Communications took over and I have had nothing but issues, the whole state of Maine was out for almost 2 days, as I am sitting here writing this it took forever to load this page, Unitel was doing great, have had nothing but issues since they became direct communications, slow internet even tho I paid extra for fiber optics, I work for the government from home and have had to take leave several times due to service going down, this company needs to be either audited or just full on shut down they are horrible, and the fees are rediculas, charging fees for a service that "might work that day".wish they never came to Maine, the office to go in to pay a bill or call to speak to someone literally had one person working.......one person......they need to go this service is just awful read more

The one star is for the technicians that work for the company because they are the only good part of Direct Com's entire service. Their customer service is the worst I have ever dealt with and the make you pay for speeds that they cannot even provide. I have never gotten more than half of the speeds that I pay for and they have no ambition to fix the bad rep that they have because they are the only option in Eagle Mountain read more

Direct Communication billing office is a ridiculous mess. Months of trying to get late fee charges reversed due to their error has only multiplied in more charges. There is no one to reason with and no one who cares. Brenda was at least kind and polite, but the company policies overthrow common sense. Diane, the manager has no customer service skills and would lose her job in any other company. Even though we don't often have internet issues, we hire a company based all areas of service, and Direct Communications has such a terrible billing policy, or a manager who is making decisions like a dictator, that makes working with them miserable. I will be looking for other internet options. read more

absolutely terrible. expensive internet. they have a monopoly on the area. they fined me extra because my reoccurring payment was on the 1st of the month instead of the 8-24. lady was extremely rude on the phone. beware! read more

Direct Communication is an absolute joke. I called to figure out why I lose connectivity every time someone downloads anything. I was given every excuse you can think of, including the atmosphere, for why this was happening. Apparently, everything I own and use is making it do this. Even when I used dial-up it wasn't this bad. If you have another option take it and stay away from Direct Communications. Awful service all around. read more