I can’t recommend Phonely highly enough. Their service is excellent — but what really sets them apart is their customer support, which is genuinely second to none. A huge thank you to Zoe King fo... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
We recently moved ISP and as our new provider didn't offer a landline we discovered Phonely. The whole process went smoothly and any queries were answered quickly and inn a friendly manner. Phone... See more
Company replied
A seamless transfer of my landline no when I changed ISP. Very helpful and flexible when I had to ask for an earlier than agreed date for the transfer and a prompt and effective response to the one m... See more
Company replied
I recently signed up with Phonely. Customer service and keeping me informed has been excellent. Today was my switchover day and there was a slight technical problem. I was able to get through within a... See more
Company replied
Company details
Written by the company
Phonely with CallGuard is an easy-to-switch VoIP home phone system that protects those who feel vulnerable, against fraudulent and scam callers. Phonely's comprehensive suite of features goes beyond the ordinary, ensuring that you and your loved ones can communicate with confidence.
Contact info
Sea Lake Road, NR32 3LQ, Lowestoft, United Kingdom
- 0800 112 5000
- hello@phonely.co.uk
- phonely.co.uk
4.7
Excellent
378 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 64% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Wanted to keep original landline number
Was informed about Phonely when moving broadband provider and wanting to retain landline number with full fibre experience, process well explained and very easy, all went to plan and I still have my original landline number and all UK calls included in my annual fee. Would recommend.
26 June 2026
Unprompted review
Reply from Phonely
Thank you for your wonderful review. We're so pleased to hear the process of keeping your original landline number was clearly explained and that everything went smoothly. It's great to know you're enjoying your new digital landline service with inclusive UK calls, while keeping the number that's important to you. Thank you for your recommendation, and thank you for choosing Phonely.
Very well informed
Very well informed, personable, understanding and supportive. A rare telephone customer service positive experience
3 July 2026
Unprompted review
Reply from Phonely
Thank you for your fantastic review, Kevin. We're so pleased to hear you found our team knowledgeable, personable, understanding and supportive. It's especially rewarding to know we were able to provide the kind of customer service experience that's becoming all too rare. We really appreciate your kind words and thank you for choosing Phonely.
MY PROBLEM WAS HANDLED AND RESOLVED…
MY PROBLEM WAS HANDLED AND RESOLVED VERY QUICKLY VIA PHONELY AND OPENREACH ENGINEER. EVERYTHING OK NOW.
3 July 2026
Unprompted review
Reply from Phonely
Thank you for your review, Sandra. We're pleased to hear your issue was resolved quickly and that everything is working as it should now. It's great that our team and the Openreach engineer were able to get everything sorted for you. Thank you for choosing Phonely.
Thanks for your help Laura.
Thanks for your help Laura. Solved the problem and easy to deal with.
1 July 2026
Unprompted review
Reply from Phonely
Thank you for your review, Pete. We're so pleased to hear that Laura was able to solve the problem and made the process easy for you. We'll be sure to pass on your thanks to her. We really appreciate your feedback, and thank you for choosing Phonely.
Told Abbie of my concern,she understood…
Told Abbie of my concern,she understood and agreed to take action which she did and confirmed by email as requested
Well done.
George
29 June 2026
Unprompted review
Reply from Phonely
Thank you for your review, George. We're pleased to hear that Abbie understood your concerns, took action promptly and followed up with an email as requested. We'll be sure to pass on your kind words to her. Thank you for taking the time to share your experience and for choosing Phonely.
Reply from Phonely
Thank you for your review. We're pleased to hear our team was able to answer your questions and provide the help you needed. We really appreciate you taking the time to share your experience, and thank you for choosing Phonely.
Customer service (Laura) very helpful
Laura who i spoke with on the Customer Service Team was extremely helpfull and very patient with me, and i am very pleased with the service i have been provided with.
SO FAR SO GOOD
1 July 2026
Unprompted review
Reply from Phonely
Thank you for your lovely review, Christine. We're so pleased to hear that Laura was so helpful and patient, and that you've been happy with the service you've received so far. We'll make sure your kind words are passed on to her. Thank you for choosing Phonely, and we hope you continue to have a great experience with us.
Persistent sales people but great customer support
The phone line became active almost instantly and although we couldn't use it until further advice as to how to set up existing VOIP phones was provided we were given the required information to set them up..
30 June 2026
Unprompted review
Reply from Phonely
Thank you for your review, Stuart. We're pleased to hear your phone line was activated quickly and that our support team was able to provide the information you needed to get your existing VoIP phones set up. We appreciate your feedback and are glad everything was resolved. Thanks for choosing Phonely!
Abbey was great
Abbey very quickly isolated the problem, explained the issue and how to resolve it.
A++
30 June 2026
Unprompted review
Reply from Phonely
Thank you for taking the time to leave us a review, Paul. We're so pleased to hear Abbey was able to quickly identify the problem, explain everything clearly and help you get it resolved. We'll be sure to pass on your kind words to her. Thanks again for the A++ rating!
It's such a pleasure to talk to a…
It's such a pleasure to talk to a person who speaks so clearly and is reassuring during the set up process. Like many older people I find the process a bit scary but it couldn't have gone more smoothly. Thank you
30 June 2026
Unprompted review
Reply from Phonely
Thank you so much for your lovely review. We're really pleased to hear that the setup went so smoothly and that our team was able to make you feel reassured throughout the process. We understand that switching to a new phone service can feel daunting, so it's great to know we could make the experience as straightforward and stress-free as possible. Thank you for choosing Phonely.
I spoke to Abbey
I spoke to Abbey, who was extremely helpful and helped me with my contact.
25 June 2026
Unprompted review
Reply from Phonely
Hi Andrew,
Thank you for taking the time to leave us a review.
We're so pleased to hear that Abbey was able to help you and that you had such a positive experience. We'll be sure to pass your kind words on to her, she'll really appreciate the recognition.
Thank you for choosing Phonely, and we appreciate your feedback.
Kind regards,
The Phonely Team
Help was quick and easy
Help was quick and easy, quick reply with a solution. Which worked
Thankyou🙂
19 June 2026
Unprompted review
Reply from Phonely
Hi Christine,
Thank you for your lovely review.
We're delighted to hear that our team was able to provide a quick response and a solution that worked for you. Making it easy for our customers to get the help they need is always our goal.
Thank you for choosing Phonely, and we really appreciate your feedback. 🙂
Kind regards,
The Phonely Team
Really nice
Really nice, helpful people to deal with. First class service.
25 June 2026
Unprompted review
Reply from Phonely
Hi,
Thank you for your kind review.
We're so pleased to hear that you found our team helpful and that you received first-class service. We pride ourselves on providing friendly, personal support, so it's wonderful to know that this was reflected in your experience.
Thank you for choosing Phonely, and we really appreciate your feedback.
Kind regards,
The Phonely Team
Help getting over the line re porting.
Like Laura and Ali before her, Katie was equally as superb.
Do not know how many team members there are, but nobody will beat the above named three.
Well doe to all and thank you.
Norman Stansfield.
24 June 2026
Unprompted review
Reply from Phonely
Hi Norman,
Thank you so much for your wonderful review.
We're delighted to hear that Katie was able to help, and it's fantastic to know that Laura and Ali also made such a positive impression. We'll be sure to pass your kind words on to all three of them, they'll really appreciate the recognition.
Thank you for your patience throughout the porting process, and for choosing Phonely. We hope you enjoy your new service.
Kind regards,
The Phonely Team
Thank you for the great customer…
Thank you for the great customer service and quick response.
24 June 2026
Unprompted review
Reply from Phonely
Hi,
Thank you for your lovely review.
We're so pleased to hear that you were happy with the service you received and that our team was able to respond quickly.
Thank you for choosing Phonely, and we really appreciate your feedback.
Kind regards,
The Phonely Team
Very professional & Courteous
Very professional, helpful and courteous, helped me with my query promptly and efficiently.
24 June 2026
Unprompted review
Reply from Phonely
Hi Aron,
Thank you for taking the time to leave us a review.
We're delighted to hear that you found our team professional, helpful and courteous, and that your query was resolved promptly and efficiently. Providing friendly, reliable support is something we take great pride in, so it's wonderful to know your experience reflected that.
We really appreciate your feedback and thank you for choosing Phonely.
Kind regards,
The Phonely Team
I cannot work out on this site how to…
I cannot work out on this site how to find questions the company is asking.
However, there is little point offering a phone service which requires the internet if they do not also provide internet
22 June 2026
Unprompted review
Reply from Phonely
As a digital voice provider, our service uses an existing broadband connection to deliver telephone services. We do not provide broadband ourselves, nor do we advertise that we do.
Many customers choose a separate phone and broadband provider because it gives them greater flexibility, allows them to select the broadband package that best meets their needs, and often proves more cost-effective than bundled services. It also means customers can change broadband provider without necessarily having to change their phone service.
While we appreciate that this approach may not suit everyone, it is a well-established model used by many digital voice providers. We remain committed to providing reliable and affordable telephone services to our customers.
Be Warned
I moved to Phonely as Plusnet were ending my landline.
It has now been 4 weeks and I still cannot receive any telephone calls on the VOIP telephone I purchased.
After making contact again with Phonely I am informed that it will take 2 weeks or more from today to port my telephone number across.
The landline is very important to me and I have already missed Hospital appointments due to not having one.
Had I known that the process was going to take at least 6 weeks to get an operational landline I would have gone with another provider.
22 June 2026
Unprompted review
Reply from Phonely
Hi Chris,
Thank you for taking the time to leave your review.
We're sorry to hear how frustrating this has been, particularly as your landline is so important to you.
Having reviewed your account, I can see that the porting form signed at the time of your order requested your number transfer to take place after your broadband change on 19th June. We can only submit the port request based on the date provided on the signed form, as this is the information used throughout the porting process.
We appreciate that this has caused confusion and understand how disappointing the delay has been. Your number transfer is now in progress, and our support team will keep you updated as soon as we receive further information from the porting process.
Thank you for your patience, and if you have any further questions, please don't hesitate to contact our support team.
Kind regards,
The Phonely Team
Number Porting is taking much longer than I was promised
I ordered Phonely on the basis that the number porting might take 3-5 days or probably less.
I completed the porting form, Plusnet disconnected my number, and am still waiting for my number to become available after 8 days without incoming calls.
I have contacted Phonely at least 3 times (they don't work weekends) and informed them that I have several serious health conditions and that I'm concerned that the NHS may be trying to contact me about appointments/treatments, and giving up.
I was promised a callback from tech support to tell me the expected date. It didn't happen.
I can't start again with another VOIP provider as my number porting is in progress and to change will only delay things more.
It feels like I've been misled as I was later told 5-7 days without a phone service, and now a welcoming letter says up to 14 days.
Now expecting the Phonely service to start on 2/7/26 - three weeks since my ADSL was turned off. Phonely have offered that my next payment date will be delayed by a month - considering that Ive gone nearly a month with daily anxiety and no service, thats the least I expected.
Evidently the fault lies with BT and Gamma (who are a part of lord-knows who) who had fallen behind. If there a large scale move to VOIP at the end of 2026 I can't imagine how they will cope.
12 June 2026
Unprompted review
Reply from Phonely
Hi Colin,
Thank you for taking the time to leave your review.
We're sorry to hear how frustrating this experience has been, particularly given your concerns about potentially missing important NHS calls. We completely understand why this has been such a worrying experience.
Unfortunately, your number transfer has been affected by an issue with BT's porting platform, which has resulted in longer-than-usual transfer times for some customers. While we've been doing everything we can to progress your port, some of the required actions have been dependent on BT completing work on their side.
Although number transfers are typically completed within 7–14 days, the exact timescale can vary depending on the provider the number is being transferred from. We're also sorry that you didn't receive the callback you were expecting. That's not the level of service we aim to provide.
I can see that our support team has now confirmed the next steps with you, and we appreciate your patience while your transfer is completed.
Kind regards,
The Phonely Team
Reply from Phonely
Thank you for your review, Robert.
We're delighted to hear that you found our service helpful and efficient. Providing prompt, reliable support is always our goal, so it's great to know we delivered a positive experience.
We appreciate your feedback and thank you for choosing us.
Best wishes
The Phonely Team
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