They are overpriced, their customer service agents don't know anything about the internet service they provide, and the internet goes down constantly. You pay a lot of money, but you don't get anything close to the speeds that you are paying for. Also, they hold contests for people to write good reviews on google so that they can get a better rating. I was asked to be a part of that contest but I declined and decided to post the truth about their horrible service. Do not rely on the google reviews. If you look on any other review site, direct communications only has 2 stars...
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Direct Communications has an outstanding customer service. I ve never had a problem with them. The internet service is fabulous and has always come through for my family. It s great to have this type of service indefinitely. Thank you!
They sent my personal information to a random stranger!
Luckily a good samaritan called and notified me that my personal information was sent to this person, otherwise I wouldn t have known this happened. I called the billing department and they said that they knew about this case but didn t bother to let me know...I had to come to them, which is concerning. They said they have procedures they follow in case they send personal information to the wrong people but I haven t seen even one initiative to remedy this on my end, not even a discount for the troubles I went through.
I get that mistakes are made, but sending my drivers license and other information to strangers and failing to notify me of their mistake is completely unprofessional and alarming.
Upon moving, I was anxious about internet options that would be available. I consider myself a light gamer, but I also work a lot using the internet and speed was a big concern. Coming from a place that was getting around 900 megabits of download and upload speed, I got spoiled. However, that internet was not perfect because it would still fluctuate quite a bit and was not super reliable.
I found Direct Communications and I loved everything I read online. I cannot in good faith recommend any other ISP if you can get Direct Communications, and here's why:
Direct Communications offers 100% wired connections. Most other providers are pretty sneaky. If you've ever had a provider that offers "fast" speeds that you upgrade and pay more for, like 15-50 megabits, but you still never pass your 5 megabits that you were paying for before, it's likely because it's not a true 100% wired connection. You get a wire in your home, but at some point that wire goes to a wireless connection. This is a huge bottleneck and it makes speeds unreliable. That's why you can simply not have access to better speeds, regardless of you paying to get them. Direct Communications has it in their name, direct. There is no wireless connection except in your router. That means you pay for a speed, you get that speed. It is also much more reliable and doesn't make any significant speed changes.
Direct Communications has really reasonable pricing. It's not the cheapest by any means, but you know your extra investment will pay off in lack of headache, good service, and reliability.
Direct Communications offers gigabit internet. Having and ISP that offers one gigabit of internet with this reliability is incredible.
Direct Communications has no data caps. I didn't know this, but most other providers have caps. After you pass a certain amount of usage, they can start to throttle your speeds, basically making them trash. They can do this before you reach your cap if you're using a lot in one day. They basically have the power to lower your speeds at a moment's notice and you can't do anything about it. DC has no data caps and no throttling. You will always have the speed you pay for, and that's it.
Direct Communications offers great 24/7 help. The technicians are great. They are helpful. They get things done fast. It's just a great company to interact with.
Also, they offer referral bonus's and they have drawings for prizes all the time.
If you have access to them, they are really the only option.
Haven t had a good connection for the past 3 months can t even hop on YouTube without the videos buffering for what seems like 10 minutes when I m right next to the router also have a problem with my Xbox super bad WiFi don t bother
Love this company. The people that run the place are great! I never had a problem with their fiber! I am happy that I switched from Xfinity, I have had faster speeds and better internet connectivity and stability. Thanks guys!
Direct Communications has provided great service to us since we moved to Eagle Mountain. We came from comcast, and I was happy with them too. Most important to me is getting consistent access to the internet, and having support if I lose my connection. I like that DirectCom has the 24/7 tech support. I've called 2-3 times, and each time they are able to help me resolve my concerns over the phone. I've also shopped around each year to try to get a better rate for comparable service, and so far DirectCom has been the most affordable if I have to factor in buying new equipment to switch to another provider. However, I am still not thrilled with the price. But that is what you get in Eagle Mountain, where there are only 2 providers, and a 3rd smaller one that only serves north of Pony Express. I am eager for Comcast to make it out to the area to see more competitive rates.
Updated: I have enjoyed having fiber service and haven't had to deal with to many outages. There was a 3 week period where the speed in the entire neighborhood dropped to a snail's pace but Direct responded to complaints pretty quickly to get the service back to normal. The only thing I wish was that they had a little better planning to avoid those problems in the first place. In the three years I've had the service, that's the only time I've been disappointed.
Since moving to Eagle Mountain 3 years ago I am very pleased with the service. I changed over to Direct Communication after the Mobile subscriber I was with lowered the quality of service in the area and I could no longer get a signal. I am so glad. The speed is so much better and the cost is less. Thanks for the service and thanks for you customer service as well. Any time I had an issue they were on top of things immediately
We have been a customer with Direct Communications for roughly 5 years. Anytime we have had a problem they have always been quick to fix it or find out what the problem is and help us take care of it. We rarely have trouble.
We have been in Eagle Mountain for 5 years and had Digis for 2 years and Direct for 3 years. Both have had issues from time to time, but, Direct has been pretty solid for the past year. Outages have become very rare and are usually blamed on construction outside of Eagle Mountain cutting the main fiber feeding the city. Also looking forward to my neighborhood getting up graded to fiber and the free city wide wireless.
We have interrupted Internet at least 4 days a week. It usually only drops for about 10 mins (sometimes several times a day!) just enough for a work call or zoom meeting to be cut short. No upgrade has fixed it and nobody is ever available to help. Wish we had more options out here.
I have had Direct Communications for several years and have had great service. If I have a problem, I contact the office. If the office can't help me, I have a technician over to my house within the day and the situation is fixed. The front office gals are great to work with, very friendly, and represent the company well. I appreciate the fact that they are a local company and invest money into the schools. Direct Communications has a 30 day guarantee, so if you're not satisfied, you can always cancel.
Both my wife and I have been fortunate to be able to work from home since the pandemic hit. Other than power outage, our service has remained steady and enabled us to continue to work. Many thanks DC
Service is mediocre, actual internet service has lots of minor problems. When account was set up for auto pay still received late fees and the staff members cannot explain why I was getting the late fees.
If there was another service in my area I would definitely switch services.
Good internet as long as you are on the Fiber, poor customer service manager. I had auto pay setup, and my credit card expired. They were set to charge my card on 09/01/2016. I received my new card on 09/08/2016. I logged in and updated my new card information on the auto pay that day. After doing so it says in red "REMINDER: your account is setup to be paid automatically" so I did nothing further.
22 days later my internet is out, and I find out it was suspended for non-payment. Turns out that they attempt to charge the card on the day specified, but they do not attempt another charge there after. They do not attempt a recharge before adding a late fee, they do no attempt a recharge before suspending the service. But they do gladly submit a recharge when they are taking your 50.00 reconnection fee for them to click a mouse and put a check mark back in my account to turn my service back on. Everything that direct communications does is geared towards getting customers to incur fees. The billing lady Kristi, she is great, and she is so nice to work with, I like it when I get her. However every time I have ever spoken to her manager Diane, or Kristi checks with Diane to see if there is something they can do when I have experience service issues or outages, it is a different experience. Diane seems heartless, emotionless, has no empathy, or sympathy for anyone. She will not remove a fee of any kind for any reason. It is seriously like speaking with a machine. press 1 to make a payment, press 2 to end the call, press 3 to repeat these options.
I love the internet service, but dealing with this company often times makes it not worth it. I just hope that this company realizes that as soon as Comcast, or another large ISP comes into the area, they will loose almost every customer they have. Companies have the ability to remove fee's or comp for bad service anytime they want to, but this company just refuses to do anything to help. Customers want to be treated like they matter, not like a cash cow. The minute something remotely as good comes along, I am switching and I know lots of other customers that feel the same.
We have been pretty happy with Direct Communications. When we first moved in the service seemed to go down quite frequently. One time it was down for 2-3 days. When the service does go down, the response seems to be somewhat slow. However, for the last 9 months or so, the service has been great with no issues. Also, the $100 referral bonus is pretty awesome. We have the slowest package and the speeds are good for our needs. We don't stream much but the speed is fine for the little amount of streaming we do. Overall a good service.
I recently moved to Eagle Mountain and care a lot about my internet reliability and speed. I did a bunch of research, and it seemed like Direct Communications was not that favorable. But living in City Center, I didn't have much of a choice but to go with Direct Communications. Much to my surprise, the internet has been fantastic! I have the 30/5 speed and consistently get that and sometimes even above it. I couldn't have asked for better internet living where I do.
Don't let a couple bad reviews steer you away. I can only speak for the fiber network, but I am completely satisfied.
**Also, I'm not only writing a positive review because I have a chance of winning some prize. This is 100% an honest opinion based on my experience.
We have experienced many more connectivity issues than we ever have with other internet providers like Comcast or CenturyLink. Most often the problems occur at night and have been fairly consistent.
We switched from another internet provider in the area about 3 years ago and we have been extremely happy with the speed and service provided by Direct Communications!
This is the only option in city center EM, so props for being available! There are a lot of issues with connection and speed though. Customer service is good on a positive note! They respond quickly just the issues typically don t fix. More often than not I use my phone data for internet connection because the WiFi just won t load things.
Very poor internet service for the last month. They claim that it s an issue on my end. Advised that I buy a new router ($300 nighthawk) instead of leasing theirs and the service is still horrible. Everything appears to be okay in their end .. I am paying $85 per for 250 download and I am barely getting 100mb download. I hate to say this, but I hope xfinity comes out here soon.
Before using Direct Communications, I used both Digis and RapidWave. After my experience with all three, Direct Comm is the only ISP I would recommend out in Eagle Mountain. Speeds have been much more reliable and consistent. I haven't experienced any out-of-the-ordinary outages. The only complaint I have is that they still require phone service, however, they do allow an e-phone, which helps with costs. I'm hoping that fiber comes to my neighborhood soon, but I've been pleased with the DSL service.
Very nice people. Answered all my questions. Only one weird thing is that they charged an installation fee even though it is already installed. But again, nice people and good customer service. UPDATE: NOT EVEN TWO MONTHS IN AND I DEEPLY REGRET SIGNING A 6 MONTH CONTRACT. THE COMPANY DOES NOT STAND BY WHAT THEIR EMPLOYEES SAY. ABSOLUTELY TERRIBLE CUSTOMER SERVICE! THEY SAY ONE THING AND DO ANOTHER AND WHEN I WENT TO TRY AND FIX THE ISSUE AFTER MULTIPLE ATTEMPTS BY THE PHONE I WENT IN AND THEY BASICALLY TOLD ME TOUGH LUCK AND USHERED ME OUT THE DOOR. WORST CUSTOMER SERVICE I HAVE EXPERIENCED. "SHE DOESN'T WORK HERE ANYMORE" EXCUSE. PATHETIC.
honestly i'm not all that impressed and i'm not going to give a "good review" just to get a free ipad. only reason i'm staying with them is because i signed a contract. once that's up i'm done.
I'm not impressed with the customer service I have received from Direct Communications. They seem to be content to rely on their monopoly status as opposed to providing a great level of service. They recently sent back my payment and then wanted to charge a late fee. This was related to them changing my account number up. They did eventually waive the late fee but I was frustrated after wasting time on the phone.
I have been with this company since I built my home. I have never had issues and the fiber is always reliable. I would recommend everyone use them if you live in eagle mountain.
Lived here two months and no dropouts yet. The guy who came to set me up was super nice. I asked him to show me how it all worked, and he showed me exactly what it was doing. I could probably do it myself next time and avoid the fee now that I've learned. Great service. I don't know why so many people report outages in the reviews because mine has worked great.
While the main incentive is to enter the drawing for the Ipad Mini giveaway, I am happy and ready to add my comments to how great DirectCom has been in our lives. The 8 Mb Fiber optic connection is always 7.5 - 8.0 down and 1.0 up constantly. The latency is great, always very quick to serve. Their customer service has been very good, the only reason I docked a star was that the setup process was difficult because we had a Mb router trying to communicate with a Gb modem. Once the tech figured that out, it's been flying ever since.
It's really too bad this is the only company that offers direct fiber connections in Eagle Mountain. Their customer service is terrible. All of my bills are dated the first of the month. I have autopay setup for the 5th of the month. A couple of times, they failed to take the payment and charged me a late fee, and then told me it was my fault because I set the date up too early and wouldn't waive the fees. Unbelievable. The "manager" was very unprofessional and was mocking me. Again, unbelievable. This is consistent with issues I've had with them over the years. If there was a better option, believe me, I would take it.
*update from my post a month ago. Jan 27th another outage, for 7.5 hours.*
Outage after outage after outage. No posts or updates when they have them either. No response to calls or messages. Seems to be on a steady decline for years.
Just moved to Eagle Mountain. Direct Communications was recommended to me. My internet has been great, set up was easy, over all just a very good experience.
My connections were down. I called them. They were very polite and understanding. Even though they were extremely busy at that time, they came out and fixed the problem as soon as they could.
We've had Direct Communications as our phone and internet provider since 2002. Their service has always been reliable, and their customer service is great, and I like that they are right here in town.
They're the only ISP (hardwired) where I live, but they still work quite well for me and I've not experienced any disruption yet - disclaimer: I've only had them for about a week now; so I hope this continues.
Twice I have 'upgraded' and the speed is pretty much the same. They literally have 1 person who takes care of all support, who is entirely impassive. It's quite unfortunate that this is the best that the city has to offer in terms of internet. Can we get Google Fiber in so we have consistency, good customer service, and a modern online experience?.
I have been using them for some years now and just horrible service with the customer service. They never return calls. When asked why after I cancel my service to email me a bill (which i never received) and call them they say well in our system we show it went. So you will have to work with a third part to get it resolved. No respect for what they do or the company. I would never recommend them to anyone.
Direct was pretty easy to work with, easy to get set-up, and seems to be a great service so far. Their pricing and website is easy to understand and you don t really have to talk to a salesperson that tries to upsell you (or at least I didn t) Tara is great to answer questions over the phone and was fun to chat with during the initial service set up. The tech that should up to do the exterior set up was very friendly and calmed my nerves after I thought I had misunderstood which day they would be arriving for installation (some more info about the process would ve been helpful). The scheduled appointment for the interior work was scheduled the next day and thankfully the exterior technician warned that the interior technician is always ruining about 30 minutes late (again, would ve been nice to receive a call or be notified about that) The 24/7 tech support didn t seem to work for me the other night when we had some questions about the sudden drop of internet access. Some construction background helped me figure out that the power hadn t been turned on to the battery back-up/power supply from the outside electrical panel. Once we figured that the circuit breaker wasn t turned on that solved the issue (not sure a support tech would ve been able to figure that out over the phone) All-in-all we are pleased so far with the service, the exterior work looks clean and tidy (although the cable running from the communication box to the house is kind of just left on the dirt. Would be nice to know that the homeowner is responsible to bury that). The best part of the service so far though has been the follow-up call to make sure that everything went well. That goes a long way in the customer service department. Eagle Mountain (City Center) doesn t seem to have many options for fiber optic internet but these guys seem to care, are local, and are trying to do great business with the community they serve.
This is absolutely the worst Internet company ever. My service went out, and when I called there 24 hour tech support they told me it would be over a week before they would be able to come take a look at it. When the tech did come, they could not figure out what was wrong. After a half hour they were able to get it working, but they were still unsure as to the exact problem. After having no service for over a week, the company did nothing to reimburse me for my outage time, except the following month they disconnected my service and charged me a $50 reconnect fee. I set up my account for auto pay the previous month, but apparently the first automatic payment did not go through that month but the following month on the 15th, so they disconnected my service on the 13th, 2 days before the automatic payment was scheduled to go through. I paid the entire bill online, and spoke with Diane at Direct Communications and she was unwilling to do anything except make me pay the reconnect fee. She did not care about excellent service nor about maintaining my long term business. I have to fulfill my 1 year contract, but as soon as my contract is up I am running as fast as I can from this company.
Even beyond their terrible customer service and questionable online billing practices, their actual services is awful. I had CenturyLink before Direct and CenturyLink's internet was significantly faster. Direct has good speed when my computer is plugged right into the modem, but for wireless it is awful. If there is one floor between the modem and the computer trying to access the modem it is slow and spotty. I rarely had problems with CenturyLink and their wireless connections. I have had multiple times where I am unable to get online at all until the third or fourth try with Direct.
Overall the service is horrible, if you have a problem they take 1-2 weeks to come out and help you, and the actual internet is inferior to other options, such as Digis or CenturyLink. I cannot wait until my contract has termed so that I can get rid of this internet and never deal with this company again. For a local company where you would think excellent customer service would be their primary focus, they instead are driving business away.
Fantastic fast, cheap, and reliable internet in Eagle Mountain. They are easy to work with, got our internet installed soon after we called, and they have no data caps!
Very impressed with the customer service via phone and in person. They are friendly, fast, and knowledgeable. Flawless internet service at blazing speeds...Highly recommend direct communications!
Our business is dependent on our internet connection and we have had excellent service and speed. Ben was a huge help in setting up our business, Thanks Direct Communications!!
The reason they have such great reviews on here, they do a contest for people who give good reviews and give away expensive electronics. It won't let me give less than one star so here goes. Horrible product. Unreliable at best. Horrible customer service. Misleading information given out. Condescending people, when you can actually get a live person on the phone. Truly horrendeous tech support. I can not, and would not EVER recommend this company to anyone, even someone I didn't like.
Only have had this service for 1 month and have had a lot of outages and impossible to get ahold of them, also if the owner reads this don t bother replying back, Your a Clown who doesn t care about his Service or it s customers, Direct Clowns Circus Provider,
Direct Communications was very friendly and helpful. I am new to fiber internet and they happily answered all my questions. The technician was very respectful of me and my home. Installation was fast and the service has been great. No complaints here! Much more customer service oriented than other big box providers. Highly recommend this company!
I'm experiencing Internet down time yet again. This seems to happen every month at the beginning of the month. I talk to tech support and they put me through the usual nonsense of resetting the router, etc. only to push me on to the people at the next tier of support who seem to work only when it's convenient. Several days later my Internet is back up. I would say I have at least 3 days of downtime every time this occurs. It's the same problem every single time! Apparently the fix is for the upper tier guys to do a connection reset on their end and then I'm up and running. Why does it take so long to do this?! Why does this even happen!? These are questions that Direct Communications doesn't care to answer. They must have more important things to worry about. Avoid this company at ALL costs! I'm locked in a contract, but I'm cancelling anyway.
I have nothing but good things to say about Direct Communications. Every time I have called them they are so nice and helpful. Anytime I have had to call for technical support they have fixed it. They are always available. They are even helpful with payment arrangements. Good service all around. When I first moved to Eagle Mtn I thought it was crazy we had to go with them. But I am glad we did.
We moved to Direct Communications two years ago and have loved it. Easy to work with. My bill is predictable instead of guessing what my overage charge is going to be each month. Very friendly staff with great local support. Great experience overall.
I have had Direct Communications for 4 years now. I am very happy with the speed. There were times that I had questions and a tech out several times. Very professional and helpful in finding a fix to my concerns. I decided not to go with over the air internet because of the issues it can have. There has been little to no downtime with Direct Communications. I can't wait for fiber to get to my area.
We have been with Direct Communications since March 2013. I have LOVED our service. And I love that when I call I get straight to a person. Our technician that set us up was so friendly! I would HIGHLY Recommend Direct Communication!
We are currently on the Fiber and love our internet speeds. They are quick to come out with any issues that come up. We have been with them for over 2 years and love it!! Also the city wide internet is great!!
Quick installation and great customer service. Also the price is great for the speeds they offer. I shopped around and Direct Communications was definitely the best option.
I m posting this review because I still do not have internet in my home.
I moved in 2 weeks ago and set up my internet set up appointment a month ago for the day they told me was the earliest. I moved in on a Friday and was told the earliest they could come out to set up my internet was the upcoming Monday. They charged me for the initial set up appointment way before I moved in. Then I got a call saying they had to push my appointment back a whole week which meant no internet for a week!
I work from home due to COVID so I had to take off work for an entire week using my vacation time because they pushed it back.
When they pushed my appointment back a week they scheduled it for late afternoon which is irritating because my 3 neighbors who moved in the week after I did got internet before me.
The installer came to the appointment the week later and tells me that the guy who spliced the internet did something wrong and we can t get internet because he s to busy to fix it. We are then told we have to wait until the next day to get it fixed. It is now the next day and since I couldn t work from home I drove out an hour to get internet to work for the day. I was told I didn t need to be home and that they would get it fixed between 12-4pm. I called Direct Communications around 3:30 and got told they are out by my house and it s on their list of things to do. I get home and guess what.... still no internet.
I m an easy going guy usually but this is ridiculous. I m not mad about the tech problems because I understand that, but the customer service with this company is horrible. I am the customer asking for a product, don t treat me like an annoyance because I paid for a service a month ago that I still have not received.
Will gladly change my review if this company can show me it s worth more than a 1 star.
My family and I LOVE Direct Communications Service. We have been in Eagle Mountain for about 6 months now, and had internet and phone service with DirectComm the whole time. Not once have I had an issue with the service, but I have never had such a low bill as well. When I called the very first time to get my account set up, the lady I talked to was the nicest person I've ever had to deal with on the phone. She explained everything to me, in layman's terms, for I am not a techy at all! She was patient and understanding when I asked questions over and over. She was just downright AWESOME!!! Also, last month I got a call from DirectComm about my credit card not working and they needed to verify the number or get another form of payment. I don't know of one other company that does that. They would probably just let my bill go past due, and charge me late fees, interest, or send me to collections. Having DirectComm call me up and actually let me know the problem, was something I never expected. The issue was fixed and went about my day. DirectComm is exceptional with customer service, internet service, phone service, and everything else. I'm sure I won't have any other service provider for the whole time I live here. Thanks, Direct Communications. Merry Christmas!
Diane in customer service is not professional and was rude in helping me understand the billing process. Maybe she just was having a bad day but no excuse to treat someone so rudely.
Oh Direct Comm.... You do a great job of providing fiber internet, that's for sure. Your prices? On the higher side. It costs 160$ a month to get 1Gbps up and down, which is pretty much double all the other Fiber providers in Utah, but it's okay, because you have a monopoly on Eagle Mountain fiber... It helps to be the only provider.
Your techs are great. Each house visit I have had has resulted in someone extremely well qualified. Customer Support on the other hand..... it's much harder to get someone who understands what is going on.
Your uptime? Leaves something to be desired. It feels that there is about an outage every 1-3 months for the better part of a day. No outages at night, only during business hours, when people are trying to work.
All in all, 4 stars. You provide good internet, and I often get the speeds I pay for. I just pay through the nose for it.
I'd recommend taking some of the massive scalping fees you collect, and making an App for iOS and Android. Use it to manage speed changes/upsells (cuts out Customer Support), a way to report and track outages, and would put you miles ahead of the competition in Utah. Heck, I'd even wireframe the app for you for free (If you'd actually make it).
Do I recommend Direct Comm? Yes I do. But know that there are some, pain points, that cannot be avoided because they have a monopoly in Eagle Mountain.
I think the people that complain about this company are hoping for fast speeds with a minimum payment. I pay a little extra and am constantly above 500/250 Mbps. There's no data cap like Xfinity... they have been consistently solid for 1 year of use. We are constantly gaming and we have many devices in our home. I would recommend over any provider I've used!
RESPONSE TO THE OWNER'S RESPONSE - No, that isn't what was told to me on the phone, in fact they said the opposite. The charge showed up only after I was specifically told by your scheduling dept on the phone AND your tech that there would be no charge at all as long as they only set up your own router and that is all they did. You already knew this so please don't say it was just routine when you know what actually happened. I already paid you the $75 so please be honest about the circumstances of the erroneous charge.
ORIGINAL REVIEW - I spoke with a supervisor there named Diane who referred to herself as the "highest employee there is" at Direct Communications. She was very frustrating to talk to.
We were told by a scheduling rep 6 weeks ago that they would not charge us anything to bring out and plug in their own equipment (just a router) and we confirmed that with their tech when he came out.
The next month they added $75 to our bill and when I called to inquire about the extra fee, Diane said it was a case of "he said, she said" about her own employees because they both said something different than she did.
I've learned time and again that Direct Communications doesn t put their customers first. This last encounter left me particularly frustrated because they did something very different than they said they would.
I paid the $75 erroneous charge, but I'm not a satisfied customer and am shopping elsewhere for a more reputable internet provider.
I have been very pleased with their service. Any time I've had an issue, they have been very prompt. The service though has been really stable overall. The bandwidth is great as well. I can work from home without an issue even when both my wife and children are watching Netflix.
* * * Do Not get this service * * * Very very poor customer service. They didn't follow through with what I was told I would get with my install, which is seriously about five minutes work. They would rather lose a long time paying customer than supplying service's I was told i would get. You can't fix stupid
We switched from a different internet provided to Direct Communications due to inconsistent service. Since we have switched we haven't had a single complaint with our service and have been extremely happy with our decision to switch. Also we are loving the unlimited service, it's wonderful not having to call in a few times a month to see if we have gone over our limit and to be charged an extra fee if we have. The company has been easy to get a hold of when we have had questions. We are more than satisfied with the speed and consistency of our internet for the price we pay.
If they offered a different ISP in Eagle Mountain, UT, I would gladly switch. Unfortunately they do not and I am stuck with them. Poor communication from their techs, client service reps, and billing department. Would not recommend if you have any alternative.
When we moved to Eagle Mountain over 7 years ago, we signed up with Direct Communications. Since then, I thought I'd try to save a few bucks, and go with another provider...I won't mention any names....and literally I lasted all of about 2 weeks. The internet was so slow, it was constantly freezing, and only after suffering for as long as I could stand it, did I call Direct Communications and begged to be back!
First off, their customer service ladies who answer the phone and deal with the public are amazing. They have the hardest job- dealing with people like me, who get frustrated easily....and every time, they handle the pressure professionally and with grace. I know I've been rude on the phone....no excuses....I was frustrated...and they have done nothing except try and help me as quickly as they can.
I've thought about trying to save a buck again....and switch to another internet provider...however, I am so pleased with my DSL service that I won't ever switch again.
Thanks Direct Communications....you have made me a life-long customer!!!
Staff is completely unhelpful. When they shut off your service due to a mistake (like you didn't realize that the auto pay was declining) then it can take 48 hours to reconnect. I thought we lived in the 21st century. Even for just every day questions they are curt and impolite. They also never give you the speed you paid for and always blame it on your router (even though when you connect directly with a PC it still doesn't help your speed.)
Let me start by saying that I'm a professional geek. I'm a software developer during the day and an IT professional on the side. For me, internet is not optional. It is as much of a necessity to me as water, gas, power, etc., is to everyone else - it's how I make a living.
At one point, I almost left for "greener pastures." I was being pressured by other members of the community to try other providers. However, after doing some research, I discovered that the other providers either had data caps, or they throttled the connection after 10 minutes and again at 60 minutes. That wasn't okay with me. If I'm paying for 20 Mbps, I want 20 Mbps - 100% of the time. That's something I will only get with Direct Communications.
Overall, Direct Communications has been okay. Their support leaves something to be desired. The only reason I've had a pretty good experience with them is because my IT knowledge far exceeds their own. 90% of the time, their speeds are what they promise. I don't get throttled after 10 minutes, or even an hour. On top of that, their prices are steep, but we are in the sticks, so I've learned to deal with it.
The bottom line is that Direct Communications is the best provider in the area, especially for high bandwidth users. The caveat to that is that you should expect headaches with them.
Will I recommend Direct Communications to my friends? If they need significant bandwidth? Sure, but I will also expect to be on call to fix their issues when they come up - because they will.
Horrible internet service. Connection drops regularly and company has shown no desire to improve connection stability through the 18 months we've had service. Only reason they're still in business is because they have no competition in the area
Other than a few hiccups years ago, this company has done really well considering the growth in our community. there are occasional outages as with any company but over the last couple of years they've become less frequent and are now very rare. As for the customer service I always go into the office the office staff are extremely nice I've never dealt with anybody that's rude. I haven't recently called after hours help desk as I haven't had a need to so I can't really rate that. My family streams movies, music and is often doing things on the internet for school purposes all at the same time and the speed is awesome, we never have issues, ever.
Setup was easy and even though I was a little worried about the initial speed tests I had nothing to worry about. I tested it again with my router's speed test and was getting the speeds I was paying for (which I can't say for past providers)! Everyone has been great to work with as well, very professional and responsive. Would recommend in a heartbeat.
I have lived in Eagle Mountain City Center for 15 years and I have tried all but one of the Internet Service Providers in Eagle Mountain. From my experience Direct communications is by far the most reliable of the ISPs that my family has used. A few of the providers left me wanting to transform into an Internet Hulk. The 2 biggest problems with these providers where that once they had a lot of people signed up on their plan, our data dropped to about half the speed that was promised. This was due to too many people assigned to the routers so in peak hours it would drop significantly. Because of their hardware many times the system would crash leaving us without service all together for weeks at a time. Their customer service was customer no service. I could not get a straight answer from them. They would say to reset my box, when they knew full well that their hardware and routers were the issue.
My experience with Direct Communications for the past 5 or 6 years has been extremely positive. They are very responsive to my calls. If I call and tell them I am experiencing some lag they take steps to resolve the issue. I have only had a few times where I was down for very long. I am constantly checking the speed and the data rate has been consistent. DC just invested in some new routers that can handle even more traffic because there where some issues in the Ranches this past year but they are very proactive in purchasing more routers so that they could keep the user traffic appropriately dispersed. You wouldn't have received that level of service from the other providers. I have had a great experience with Direct Communications they really have the human touch of a local vendor. Through my 15 years of experience living in Eagle Mountain they currently are the best choice period.
directcom.com
