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
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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
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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
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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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Sorted out, eventually.
I was being migrated automatically to EE (expensive) unless I did something about it. I wanted to stay with my broadband provider (Plusnet) and so contacted Phonely. I found Phonely very helpful and flexible as the installation of the FTTP was delayed, but Phonely fitted in with it very well.
However, the call quality with Phonely was very poor. Often it would cut out for a few seconds and was very crackly. More often than not my wife or I had to abandon phone calls.
I asked Phonely to correct this. First of all, Phonely wanted to blame the broadband and had me call Plusnet (ugh) to check the line. Plusnet confirmed there was nothing wrong with the line and I reported this to Phonely. After a couple of days the line was working properly and is now as good as calls were over a copper wire.
There is always going to be a problem when one service is provided using two or more providers. They will instinctively blame the other before taking responsibility - and, of course, the customers find themselves in the middle!
10 June 2026
Unprompted review
Reply from Phonely
Thank you for taking the time to leave such detailed feedback, Nigel. We're pleased to hear that we were able to work around the delays to your full fibre installation and, most importantly, that your call quality is now working as it should.
We appreciate your patience while we investigated the issue. As Phonely is a digital phone service, call quality can sometimes be affected by factors such as latency and connection stability, even when general broadband speed tests show everything appears to be working normally. That's why, as part of our standard troubleshooting process, we ask customers to check with their broadband provider where appropriate. It's never about passing responsibility elsewhere, it's simply the best way to identify the cause and get things resolved as quickly as possible.
Thank you again for your feedback and for bearing with us while we worked through the issue together. We're delighted everything is now working as expected, and we hope you continue to enjoy your Phonely service.
these guys are good very polite and…
these guys are good very polite and sort your problems good service
6 July 2026
Unprompted review
Reply from Phonely
Thank you for your review, Alan. We're really pleased to hear you found our team polite and that they were able to sort out your problem. We appreciate your kind words and are delighted you've had a good experience with our service. Thank you for choosing Phonely.
Very helpful customer service agent who…
Very helpful customer service agent who managed to resolve a payment issue without any issues. Many thanks Ali
6 July 2026
Unprompted review
Reply from Phonely
Thank you for your review. We're pleased to hear our customer service team was able to resolve your payment issue quickly and smoothly. We'll be sure to pass your thanks on to Ali. We really appreciate your feedback, and thank you for choosing Phonely.
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.
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