BE SUPER CAREFUL!!! ITS A TRICK!!! because most of not all other service providers offer their internet in DOWNLOAD SPEED ANCHORMENTs . The thing about this provider is that it has a unique characteristic of selling in UPLOAD SPEED ANCHORMENTS. Upload speed is not better than download speed at all. If you do a speed test it will look extremely strange. So no matter what upload speed you get, you won t have fast internet. Because the truth is you only need about 10 Mbps upload speed to handle your entire house and a lot more download speed. The sad part is this is the only option eagle mountain residents are getting. The only scenario I can see this being a superior internet service is if you were a big time twitch streamer and has 2 internet providers in your house hold while using this internet to stream on the second computer, it would be heaven but also very expensive. Thank you for your time.
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Service has been improved greatly since changing to DHCP. There have only been a few interruptions that are usually fixed by a router reboot. I look forward to seeing things get even better.
I recently moved to the area and this was the only available internet provider. That in and of itself was disappointing, but I needed internet so I gave them a shot. I am paying significantly more than I was with Xfinity, for not nearly as many features... dvr, internet, cable, etc. I have had a few issues with the service and payments since having the service installed. The business' website is not very user friendly, they have you use a different site to set up auto pay but that site doesn't communicate with their system so when I set up auto pay I was billed twice because the card info I provided when I purchased the service initially was also on file. This wasn't a huge issue, however when I contacted their customer support I was blamed for not contacting them and having them remove the initial method of payment, as well as it taking way longer than it should have due to the person I was speaking with having to ask her supervisor what to do every two minutes. As far as the service itself... I would have to say it is subpar. I have had some more service problems tonight and attempted to call their "24/7" tech support just to find out it is not actually 24/7 for anything less than an outage. I can say that once another internet provider is available, I will be switching assuming there aren't some major upgrades or a decrease in price with direct communications.
Our new home was pre-wired for the fiber internet they provide, but the service and quality so far have been awesome! The price for the speed can't be beat either!
Ever since we signed up for high speed internet service with Direct Connect, they have been awesome! The speeds are reliable and the few times we've had any service issues they have been resposive and exstremly profesional. We highly recommend their services.
I have to say the local technicians with Direct Communications are the absolute best. We had an issue with our internet and the wireless in our house connecting. One of the technicians called me back on the service request I had put in. He spent 2 hours on the phone with me working on our issue. He had been done with his work day for an hour and continued to help me try to fix our issue. When the issue couldn't be resolved he came out to our house the next day and spent another hour working on it with me. He finally got the issue resolved. I cannot say how much I appreciate all of the time he spent with me getting this fixed. We have since referred some friends that moved to Eagle Mountain and they feel the same way. Thank you for your stellar customer service! I honestly believe your employees make this company great.
We have really enjoyed Direct Communications service here in Eagle Mountain! I work from home and have had very minimal problems with my internet while having to handle a very heavy workload, as well as having an IP phone hooked up to my internet service, and we don't have a large bundle, so it's very affordable. I would recommend Direct Communications to anyone and everyone! :)
We have been with Direct Communications for almost a year, and have been nothing but happy with our service. The Technicians have been amazing, giving us great advice, and going above and beyond the required job, to ensure the entire house is set to our satisfaction. The Customer Service Representatives have been great. Simple questions to concerns, they are patient and very friendly. The internet service has been great, we had become accustom to service interruptions and unreliable speeds. Even through the crazy storms and countless new homes and structures being developed, the service has been AMAZING. In fact, the internet speed has been much faster than even the contract we signed. My neighbors have made the same comments. We are all very happy and will be Direct Communications Customers for many, many, many years to come. Thanks Direct Communications for your hard work, and loyal service!
We moved into a new area and they set a date for the connection. They day of the connection, they called and said it would be a couple of more weeks. Then they set up another date. They called that day and said it would be at least 3 more weeks. They have no clue what they are doing.
Direct Communications has been our internet service provider for years and it's been the best ISP I've every had. Their fiber-optic service is very consistent and fast!
I'm using a Netgear Nighthawk router in our basement, because that's where the Direct Communications LAN cable is at.. The router is getting 256 mbps, but yet the wireless internet quality is worse than what we had with XFinity's 100Mb service. I thought Fiber would have been better. It seems like maybe too many people in the neighborhood all have the same internet, and Direct Communications systems can't handle the load? I'm not sure.
We have had Direct Communications as our internet provider for over 5 years now. We haven t had any problems or concerns about our service. It s been excellent for us!
If I could give zero stars, I would. With the amount of money per month, you would think you could have the internet router in any room of your house. Wrong! They charge $75 just to make another outlet work, and when they change it, the outlet that used to work no longer does. What a ripoff! They should switch it for free or let customers know how to switch.
I switched from Utah Broadband to Direct Communications because we had so many issues with streaming. I will say that the streaming is much better and we have less time outs, but holy interruptions in service!!! I swear in the month and a half that we have had this service it has been down at least 5 times. I never had that issue with UBB. So which is the lesser of two evils? I will say the customer service was much better at UBB and they truly wanted to help you have a better experience and wanted to help resolve your issues. That is service I don t receive at DC. Definitely something that someone needs to think about. If you have a huge population of service you may want to think about better ways to care for those customers.
Literally every single day I struggle to get an internet connection. I have to fully disconnect my device from the internet and have my device forget the internet then reconnect it all over again. When you have to do that every 5 minutes while watching a movie on Netflix it becomes frustrating VERY quickly.
I've never left a review before simply because I try to handle things person to person. After reading the most recent reviews I believe Direct Comm needs to reconsider how they are dealing with their customers. I signed up for the 250 plan but after a couple of months of only getting speeds around 160, I called customer service. I was told my area in Eagle Mountain was not capable of receiving anything faster, but there was no pro-rated amount available. My only choice was to pay the whole price for less product. Then my internet went out yesterday. When I called tech support I was told I would have to wait until a weekday during convenient business times to get help because the problem was something with their system. I had an important report for work I needed to work on, but because their service is not 24/7, I'm the one who must be inconvenienced. It's hard to pay for more than one receives, but the lack of customer care is even more difficult to take. I hope someone at Direct cares enough to fix the bugs in the company design or perhaps a competitor will move in and provide better service and support for competitive pricing.
I would leave absolutely ZERO stars if I could. I have had this company for almost for years. There service is horrendous and as of today I found out I have been charged an additional $5 a month for a router that I do not own since August of 2017. The manager was extremely rude in not wanting to assist because HER NOTES say that the technician did not bring back a piece of equipment when they most certainly did. Now I have been cheated out of $140 over a period of two years and they refuse to reimburse it. Absolutely garbage. They have eagle mountain monopolized and they are garbage. I have nothing but problems with them and now this. Enjoy this review and I hope it helps others.
This company can seriously go pound sand. Outages are constant and they never make it up to the customer. The only reason they are in business is because there are no other options here in Eagle Mountain. I'd drop them so fast if i could.
This is Guindi and this network thru fiber optics works 10times better than an Internet Network Satellite antenna thats just placed outside our homes. I have been with DirectCom for yrs. now, since then I have not once even regretted for switching to Direct Fiber Optics and to me and my family its a #1 s best internet quality network
I ve never left a review before regarding anything ... But I ve also never ever been treated this way. ABSOLUTE WORST customer service I have experienced in my life! If you run into any kind of problem, don t expect to be heard or treated like a person when asking for help. Diane is an unkind person and if you read the reviews below, there seems to be a trend.
I wasn't sure what internet provider to choose when we moved to Eagle Mountain - Direct Communications has not disappointed! It was easy to set up installation, I was quoted an exact monthly price over the phone, and because I was referred by someone else I got my first month free while they received the $100 credit! The internet/phone service is a good ratio of service to fees. Well worth your time and money.
I have had Direct Communications for almost 20 years! I moved out to Eagle Mountain in 1999 and have used Direct Comm for my Internet Services ever since. They have been GREAT!
Direct Communications has been great! The installation experience was professional and timely. The internet speeds have been great. I joined an international conference call this morning with no problems. What I value most is that they did what they said they would do when they said they would do it. They scheduled the installation for 11:30 and that's when they came. To top it off, they called me this morning to ask how the internet was working. Very excited to have them as a provider!
I have fought with my previous over the air provider for years and when we started streaming all of our TV we needed faster more reliable service and decided to switch to Direct Communications. Best decision I've made in years. Everyone I dealt with was so helpful, professional, clean, quick...you name it! Can't say enough good about them.
Utah office, pretty good. Idaho office, AWFUL customer service!!!! If customer experience is important, don't bother.
I had a technical issue after upgrading my speed. Ammon (UT) was super helpful in helping me ensure everything was set up properly. Felicia (UT) is usually the tech support rep over the phone. She was out one day and I was transferred to Irma (ID) and it was one of the worst customer experiences I have ever had. She was rude, unprofessional, and wouldn't listen to the details of my situation to even begin to help. Seemed like she was more interested in telling me things, instead of listening to my issues, so she would have all the information before proceeding. It may be helpful to have them look at the Ken Garff billboards around town with big EARS, not big mouths.
After escalating the issue/experience to multiple managers, they never called me back. It's been 4 weeks now.
Horrible customer service!!! I even spoke to a manager, and all she could say was that they still have to charge me double for the transfer fee even though their customer service agent told me it would only be $50. The manager told me I could switch to another provider. I work in customer service, and if one of my agents gave out wrong information we would be waiving the second fee to provide good customer service. Even when I mentioned that the manager didn't care. She was very apathetic and sounded like a robot.
Horrible technical support that is very condescending. Always attempt to blame your equipment when they're having issues (I was plugged directly into their line) and then want to charge $75 per hour to fix the issue. Had to explain multiple times that the issue was on their end.
The speed and reliability are great! Even through the Covid-19 demand when everyone is working from home, and the kids have been either streaming content, attending Zoom classes, or doing their school work, the connection has been consistent and never dropped, even with me constantly on video conference calls.
So when we moved out to Eagle Mountain in May of 2008, we signed up with Digis. Boy did that turn out be be a mistake. From day one we had nothing but dropped calls, static on our line, poor internet speed, and even more trouble with their technical support. Technical support could never seem to get our phones to work for more than 3 days. After, dealing with this for over 6 months, we received a full refund of our paid monthly fees and switched to DIRECT COMMUNICATIONS. Ahhhhhh, what a relief it was to have phone calls without any dropped calls and no static. Our internet has never ran smoother or faster. The staff at Direct Communications is more than AWESOME, friendly, and their techincal group truely knows what they are doing. DO NOT FALL FOR THE DIGIS TRAP!!!!
Wish they offered cable and Gig service is so over priced at $150 per month. We have has service issues for over 10 years, being the only fibre service in Eagle Mountain they can over charge people.
We ve been with Direct Communications for over a year. The service has been continuously solid and fast. The staff at the office are always friendly. Highly recommend.
The worst service and customer service I have ever experienced. I'd rather have to catch a rabid raccoon and teach it how to do laundry over speaking with their poor (and simply offesnsive)excuse for customer service. Go elsewhere with your money and time.
We have been in Eagle Mountain for one year and we chose Direct Communications to start with because of their promise to be the fastest, most reliable and best-priced internet service available. And it's absolutely true! There has always been someone on the other end of the phone when we needed help. The people who work there really care that our service is working! We've been very impressed and we would recommend Direct Communications to anyone we know. Thanks for all you do for this community!
I know that I am a new customer and my experience with this company is quite limited. However, I have to say that compared to my provider (Spectrum) in California, there is simply no comparison.
First, when I called to request service, the lady who picked up the phone was so easy to talk to. I chose the 250mbps plan for only $80 - I will probably never use up all of that download bandwidth but what was more important to me was upload speed and that is 125mbps which is a lot more than Spectrum had available and I am actually paying less! Not a bad deal.
Next, installation was scheduled for Wednesday. I called in Monday. That has got to be one of the fastest installation turn around times from an internet provider ever. The lady said the installer would show up around 1PM and that was pretty much it.
On installation day, the installer actually arrived early. He was at my door around 9AM I think. Totally surprised me but not complaining about it. He was quite friendly but focused on what he needed to get done. He quickly connected my router, tested my internet speed, and left. Literally in and out in less than 10 minutes. Impressive.
I then received a call today to ask if the service was working to my expectations. And get this, it wasn't a machine, it was a real person!!! I am totally blown away with this level of service from an Internet provider. Amazing!
Like I said, my usage is mostly uploading and so far, I am not disappointed. The connection seems reliable and responsive and I have every reason to believe that it will. I had an opportunity to chat with a neighbor about his experience with Direct Communications and he appeared to also be very satisfied with their service.
I really don't understand why their rating is only 3.8 when it really should be 5.0. I am guessing they probably get blamed for problems that are really not their responsibility. I have dealt with tons of internet providers and these guys are definitely very near the top of the list so far.
When I first signed up 6 years ago the quality was less rhen desirable. Lately we have not had many problems with the internet service. With fiber its a good fairly reliable service.
Customer support with Direct communications is horrible. I payed my bill on the last day it was due. Since you can only pay it online, I did so after work at 7 p.m. the next day the shut my service off and want to charge me. $50 reconnection fee. Nowhere in any of the bills I have received does it state payment must be made before 3 p.m. They told me if I don't like it find a new service provider. Great customer service. Theyou have great Internet service, it's unfortunate they don't treat their customers with better.
I am unimpressed to say the least. I pay for 8 megs and at times (more often than not) I am getting around 1. I have received nothing in response to my complaints. Simply unacceptable.
I work in the industry and for the price I can not think of anyone better. I would love if fiber was in my area but the VDSL is must faster and more reliable then any other ISP in the area.
DirectCom's fibre Internet is much more reliable than their old copper connections. If you're in a neighborhood that has the option of fibre, take it. I used to live in one Eagle Mountain subdivision that only had copper before we moved into our new house that came with fibre. The difference was amazing. No more random, excessively long connection drops that I have to call and put in trouble tickets for!
I will say that their pricing is a bit, well, pricy. Given that Google Fiber should be coming to Provo soon, a price drop for those of us on the higher speeds would be welcomed - even if we are a rural area. It's really the only thing keeping my star rating at a 3 for now.
Otherwise, I love the speed, symmetrical service and static IP.
Bad experience with these guys. And I just barely started.
Aside from the technical problems I am having with this, their customer support has anti-consumer policies. For example, if you sign up for auto pay their system is so badly done that it barely works and will pull wrong numbers, or not even charge you. Then they shut off your internet for none payment and tell you that it is YOUR fault and YOUR responsibility to make sure their auto pay system actually works correctly by checking your bill every month. (Whats the point of auto pay if you have to check every month).
A message to the manager who said that: When your rep says that they will pull money automatically every month it is YOUR responsibility to pull the money out. I have all my countless bills set up for automatic payments and YOUR company is the only one that is struggling to pull money out. It is so bad that I have to cancel automatic payments and manually deal with this every month now. As much as I hate some of the bigger service providers, they at least dont create this much headache for me. I setup a reminder on my phone to cancel this as soon as the 6 months are done.
Their reps are polite. The problem was that they were annoyingly polite and not willing to meet me in the middle at all.
You preferred to keep the 50 dollar reconnecting fee than to keep a customer. Your loss.
The router they are renting me has a wifi signal that barely reaches outside the room it is in and these rooms in my house have thin walls. Signal is very bad in my house. Even with wifi extenders I still barely get above 25 mps from the total 250 mps I was promised.
The tech was knowledgeable, but the service is passable. Paying for 250 down, and not even getting 170. If my speeds get close to what I am paying for, I'd gladly increase my rating.
They were very fast and efficient with everything. They showed up on time, wanted everything to benefit us to the max. Got it setup super quick, didn t leave a mess, was very thorough. Customer service was also super nice and helpful!
I have fiber direct to house. I've never had a single problem with Direct Communications. I made a previous review with 3 stars because I was bothered with the speed/price ratio. The beginning of the year they doubled our speeds (if I remember correctly) but didn't increase the price. I now believe the speed/price ratio is now fair. I do often hear complaints about bad service. I'm a Network Engineer for a living. If I were a betting man, I'd say the problems are related to cheap off the shelf routers flaking out. I have enterprise grade equipment in my home, and like I said, I've never had a single problem their services. Speed tests are always right on.
My experience was about the same as Mark's. Even when this crappy internet was actually working I didn't find it to be fast at all. My wife and I like to watch Netflix and our tv that was set up right next to our wireless router still took on average 2-3 minutes to load videos.
In addition to slow internet speeds, our internet frequently stopped working, and on one occasion Direct had to send a technician over to get it working. Afterward they had the nerve to charge us a $100 technician fee. If you're anything like me and expect for your internet provider to fix their own problems for free, Direct Communications might not be for you.
On another occasion, we forgot to pay our monthly bill and ended up getting the payment to Direct the day after the due date. This was the first time in our entire 20 month time as a customer that we had paid late and it was only one day, but a rather rude manager named Diane refused to waive the fee.
I realize there are not a lot of options for internet out in Eagle Mountain, but we had quite a few friends who had Digis and loved it. The only reason we didn't switch was because we knew we were moving. Definitely take a look at the negative reviews and talk to some current customers before you consider signing up with this provider.
The past month with this company has been hell. My internet has not reflected what I have been paying for for the past month. I ve contacted the company and they have been dodgy on the issue, tech support and all. Please resolve the issue before someone big comes in and takes over
Best ISP I have worked with. They are very responsive and have that "small provider" feel. Ignore a lot of the reviews stating they have terrible service, they are either on Direct Communication's DSL(but honestly who has good DSL service?) or have an older wireless access point. I have worked from home full time pre-pandemic, and have not had much of an impact in my service.
Internet speed and quality is almost never what you are paying for and your invoicing is always a mess. The 2 gold stars go to the techs who are available 24hrs and usually good to work with (which means I've had to call a lot.)
I live in Eagle Mountain called Direct Communications to get service for the first time and the lady that answer the call didn't know how to answer my questions for new service put me in hold for a long time and hung up on me tried calling back five times and continued to hung up the phone over and over till someone answers again and apologized for what just happened I asked who's the owner or Supervisor and the respond I got was is a family owned business but never the correct answer. Just told them that this is the way you treat your new customer's you won't get very far and yes I do not want your service anymore. First impression is what counts to bad I wanted to give my business to a lical company in my area oh well good thing we have plenty to choose from.
Stay Away... just stay away. Incompetent morons. Horrible Speeds, tons of buffering and down time. There were times we would go days without service and when we would call in, they wouldn't do anything about it.
We have lived in Eagle Mountain for 3 years and have had Direct Communications as our Internet Provider the whole time. Throughout that time we have had a very solid and fast connection, and the customer service is very responsive and nice. They always warn ahead of time of scheduled downtime for maintenance, and are very willing to help with any issues that come up. Thanks Direct Communications! Keep up the great work. :)
I have 8mb Internet and it is by far the best out here in Eagle Mountain. The wireless companies out here put antenna's on the roof and when the wind blows u lose signal all the time. DSL is great for my online games.
I wanted to take time to update my initial review, as it no longer applies to my experience. While my first experience with Direct Communications was horrific, last year they upgraded my neighborhood from copper DSL to fiber to the home. I decided to give them another chance, and it's been night and day. I subscribe to their 75/40 plan currently, and consistently see those speeds throughout the day. No slowdowns, almost no outages. They've really worked on the customer experience, and it shows. I would still have some trepidation if I was in a copper area, but if you can get their fiber product, do it.
They sent me a survey and at the end of the survey they said that I should leave a review if I liked them. Since Google's policy is to "Don t discourage or prohibit negative reviews or selectively solicit positive reviews from customers."... I saw their request as a selective solicitation of a positive review, so I decided I should help things along with a review!
Coming from out of state I was surprised they ask for driver's license information as well as social security numbers in order to sign up. Seriously? Yes, let me give that to you over the phone so anyone tapped in can have it also.
The customer service rep said that even though the previous residents had internet I had to wait a week for a tech to come to my house to do whatever needed to be done with the box on the side of my house. Guess who told me that they remotely enabled my internet the day of my tech appointment? That's right, the technician who came to my house. It would have been nice to have had internet the week prior, but I guess they have to do something to charge for an installation fee. (Most expensive speed test I've ever had.)
Other than that the internet has meet expectations for the week or so that we've had it.
Three weeks so far waiting for them to splice a line to my house so I can have internet. It s unfortunate EM signed an exclusive contract with DC for fiber internet. Because they don t have to compete with other ISP s they have subpar service.
Worst service we ve ever had. Internet went down this morning and verbatim their support said we can t do anything else for you until Monday or Tuesday after offering me the genius tip of restarting my router.
I never get what I pay for and I'm getting so sick of it. It's a struggle every day. When we first got the didn't have issues after we referred someone (never got the credit for it) it became awful.
Worst member service! I was assisted by Diane, she was rude and unhelpful, She was so rude that I end up canceling the installation all together and she had the nerve to tell me that they will charge me installation anyway. The next available date was middle of the month, today is June 1st.
I usually don't do this and I typically give companies the benefit of the doubt, but I just had the most awful experience with Direct Communications in Eagle Mountain.
My Internet went out a couple days ago and they said their next available appointment was today at 1PM. I do a lot of work from home and my wife has been on bedrest all weekend because she had surgery this week. So, Internet really is a necessity - especially as of late.
It was 1:20 PM and nobody showed up. I called them and spoke to this dude for 23 minutes and got absolutely nowhere. He told me that they have no way of getting a hold of their support team and that there is nothing they can do. (I have a hard time believing they don't have a number for their own employees). I asked to speak with a supervisor and he told me none of them are available. I asked if there's anything he can do to make it right for me because of such an inconvenience He just told me I have to talk to billing on Monday. Terrible customer service.
Tl;dr - pissed off at DirectCom because of their lack of respect and customer service.
Not really impressed.... Customer service is horrible. If you joint to Facebook of Eagle Mountain. you will find 100's of bad comments about this company. As far as the service, they often have issues on their circuits. I lost two days of work. I called in to request some type of compensation on my bill. They responded really rude to me. They came up with $3.0 compensation for those two days without Internet. That is not a joke. one more thing if you know about Internet. they do not have Internal DNS they use Public DNS. Latency is bad....
We've been with Direct Communications since we moved to Eagle Mountain over 8 years ago and have really enjoyed their service. Great price and we get the internet connection we need.
It really was nice during the first couple months of COVID and having to work from home. I was able to trust our Internet and not fall behind in my work responsibilities. Thanks Direct Communications!
I had another internet company and unfortunately it didn't work half of the time. I didn't like paying for internet yet having to hotspot off my phone for work most days. I love Direct Communications Fiber Optics! It has worked flawlessly since I've signed up. My girls can watch the Apple TV, I can work on my computer and use it for our iPhones and iPads no matter what time of day or what day of the week it is and it works! It makes such a difference to my days!
My experience with Direct Communications has been good. They have been prompt and capable. We've called their costumer support and they have been always helpful and knowledgeable. They've been a good company to work with and their prices are competitive. The potential is there for their services to be greater.
Direct Communications is quick and efficient! I have been so impressed since I have moved here. As a stay at home mommy blogger, this has been the best internet service provider I have ever had! Also, Diane is amazing and answered all of my questions!
Very unreliable DSL service. We don't have fiber optic in our neighborhood, so we had to go with DSL, and it was constantly going down. If you rely on Internet access to work from home, look elsewhere. We switched to Utah Broadband and so far it's been much better.
I moved over to EM from another county were we had Infinity, not only do I have a higher broadband speed, I also have yet to have any outages. I am not throttled for streaming Netflix or PS4 games. Also my bill is over $40.00 per month cheaper than it was with Infinity. The other plus, I was able to get on Amazon and order my own router which I set up before the Direct Comm guy showed up. He made all of the connections, did a speed check and finalized the setup of my router. He was in and out in less than 30 minutes. He also showed up exactly when they said he would which is a first with all of the other providers I have used in the past.
I have interacted with customer service on such items as paying my first bill via phone and setting up my online account. They are always friendly and very helpful.
I hope I can change my review but as of now I'm not impressed. Unfortunately they are the only internet provider where I live so we have to use them (someone please come compete!) We've been trying to get internet with no luck for over a month. The office people are super nice, however. But it's frustrating to be told you'll have it and then the dates keep getting pushed further and further away and we wonder if we'll ever have it.
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