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
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
I currently have BT phone and broadband as well as 5G internet as BT speed is pathetic. Took the decision to try Phonely but wanted to test Phonely sysytem before transferring my home phone number. Sy... See more
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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
381 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
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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
Great help from Phonely
I am a new customer unfamiliar with Phonely’s technology but Zoe was a model of patience and friendliness as she talked me through a problem in the set up process, culminating in perfect success. Thanks Zoe!
17 June 2026
Unprompted review
Reply from Phonely
Thank you for taking the time to leave such a wonderful review.
We're delighted to hear that Zoe was able to help you through the setup process and make your introduction to Phonely a positive one. We understand that getting started with new technology can sometimes be challenging, so it's great to know that Zoe's patience, friendliness and support helped get everything up and running successfully.
We'll be sure to pass on your kind words to Zoe, she'll be thrilled to hear them.
Please don't hesitate to get in touch if you need any further assistance.
Best wishes,
The Phonely Team
Laura was so helpful
18 June 2026
Unprompted review
Reply from Phonely
Thank you for your kind review.
We're delighted to hear that Laura was so helpful and that you had a positive experience with us. We'll be sure to pass your lovely feedback on to her.
Thank you again for taking the time to share this.
The Phonely Team
Customer support
I had a small install issue that was solved by a quick call and a proactive team member. Great
customer service.
12 June 2026
Unprompted review
Reply from Phonely
Thank you for your kind review.
We're pleased to hear that your installation issue was resolved quickly and that our team was able to provide the proactive support needed to get everything sorted. Delivering great customer service is at the heart of what we do, so it's wonderful to know we met your expectations.
We appreciate your feedback and thank you for choosing us. If you ever need any further assistance, we're always here to help.
Best wishes
The Phonely Team
Great service
I had a problem with my phone, spoke to Abbey who quickly identified what was wrong, and talked me through the process of getting it sorted out.
Fast and efficient, excellent service with a telephone smile, thanks Abbey.
17 June 2026
Unprompted review
Reply from Phonely
Thank you for taking the time to leave such a lovely review.
We're delighted to hear that Abbey was able to quickly identify the issue and guide you through getting it resolved. We'll be sure to pass on your kind comments to Abbey, she'll be pleased to hear them.
Please don't hesitate to get in touch if you need any assistance in the future.
Best wishes
The Phonely team
Reply from Phonely
Thank you for your kind feedback. We're delighted to hear that you found our customer service friendly and efficient.
Providing excellent service is always our priority, and it's great to know that our team met your expectations. We appreciate your support and look forward to assisting you again in the future.
Best wishes
The Phonely Team
Ongoing problem with telephone line
Consideration and understanding were displayed, along with a high level of knowledge of the issue/problem, causing frustration and despair.
The telephone line is now fully operational again
17 June 2026
Unprompted review
Reply from Phonely
Thank you for taking the time to leave your feedback. We're pleased to hear that our team demonstrated understanding, patience, and a strong knowledge of the issue during what we appreciate was a frustrating experience for you.
Thank you for your patience throughout the process, and please don't hesitate to get in touch if you need any further assistance.
Best wishes
The Phonely Team
Appalling reception
Appalling reception. No comparison with previous excellent reception with Vodafone. When I complained was asked to do tech things that as an 82 year old are beyond me. Need a landline for personal safety and banking but conversations keep cutting out so not at all helpful
12 June 2026
Unprompted review
Good service and hope that the problem…
Good service and hope that the problem with the app gets resolved. Abbey was great and kept going despite my very poor mobile signal..
Thanks.
12 June 2026
Unprompted review
Reply from Phonely
Thank you for your review, David. We're pleased to hear that you received good service from our team.
We'll be sure to pass your kind comments on to Abbey. It's great to know that she was able to support you and stay committed to resolving your issue, even with the challenges of a poor mobile signal.
We also appreciate your feedback regarding the app and are continually working to improve our services. Thank you for your patience and understanding.
Best wishes,
The Phonely Team
problem sorted quickly
11 June 2026
Unprompted review
Reply from Phonely
Thank you for your review, Steve. We're pleased to hear that your problem was sorted quickly.
If there's anything else that we can help with, please do get in touch.
Best wishes,
The Phonely Team
Phonely - highly recommended
The whole process of switching the phone to digital was painless and very efficient. Comms were superb. A query I had was answered promptly by Abbey without having to hang on the phone all day.
12 June 2026
Unprompted review
Reply from Phonely
Thank you for your wonderful review, Alan. We're delighted to hear that your switch to digital phone services was painless and efficient.
It's especially great to know that our communication throughout the process met your expectations and that Abbey was able to answer your query promptly without the frustration of long wait times. We'll be sure to pass on your kind comments to her.
Thank you for recommending Phonely. We truly appreciate your support.
Best wishes,
The Phonely Team
Made things simple everything sorted in…
Made things simple everything sorted in less than 4 mins
10 June 2026
Unprompted review
Reply from Phonely
Thank you for your review. We're delighted to hear that everything was made simple and resolved in less than four minutes.
We really appreciate you taking the time to share your experience.
Best wishes,
The Phonely Team
Abbey was very helpful and pleasant.
Abbey was very helpful and pleasant.
11 June 2026
Unprompted review
Reply from Phonely
Thank you for taking the time to leave a review, Violet. We're so pleased to hear that Abbey was helpful and pleasant throughout your experience. We'll be sure to pass your kind feedback on to her.
Best wishes,
The Phonely Team
Great
Always reply to any questions promptly and nothing is too much trouble for them. Laura finds solutions efficiently and gives instructions for the ‘non technical’ like me to understand.
9 June 2026
Unprompted review
Reply from Phonely
Thank you for your fantastic review, Tom. We're delighted to hear that you've had such a positive experience with our team.
We'll be sure to pass your kind words on to Laura. She takes great pride in providing prompt support, finding effective solutions, and making even the more technical aspects easy to understand.
We truly appreciate your feedback and your support.
Best wishes,
The Phonely Team
very patient and willing to help
10 June 2026
Unprompted review
Reply from Phonely
Thank you for your kind feedback, Jarrod. We're delighted to hear that you found our team patient and willing to help. Providing supportive and attentive service is something we strive for, and it's great to know that your experience reflected that.
Best wishes,
The Phonely Team
Good service from Phonely. Katie assisted efficiently in correcting the problem.
Katie managed to get my land line working properly. She was patient and took me through the steps to correct the problem I had at this end with the cable connections.
9 June 2026
Unprompted review
Reply from Phonely
Hi Patricia,
Thank you for taking the time to leave such a lovely review. We're delighted to hear that Katie was able to get your landline working properly and guide you through resolving the issue with your cable connections.
We'll be sure to pass on your kind feedback to her.
Thank you for choosing Phonely, and please don't hesitate to get in touch if you ever need any further assistance.
Best wishes,
The Phonely Team
Excellent service…
Not too long to wait and problem solved straight away. Excellent service
9 June 2026
Unprompted review
Reply from Phonely
Thank you for your wonderful review.
We're pleased to hear that you didn't have to wait long and that we were able to resolve your issue straight away. Providing quick and effective support is something we always strive for, so it's great to know we delivered.
Please don't hesitate to get in touch if we can help with anything else in the future.
Best wishes,
The Phonely Team
Phonely Review
I called Phonely earlier today about an order update. I spoke to Katie and received excellent customer service from her. Thank you Katie
9 June 2026
Unprompted review
Reply from Phonely
Thank you for taking the time to leave us a review.
We're delighted to hear that Katie was able to provide you with excellent customer service and assist with your order update. We'll be sure to pass on your kind words to her.
Please don't hesitate to get in touch if we can help with anything else in the future.
The Phonely Team
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