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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Abbey was very helpful to me when I phoned in in some confusion about accessing my account and in turning off the call guardian feature - She sorted out the call guardian issue and explained how to ac... See more
Company replied
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
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
396 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
See how their reviews and ratings are sourced, scored, and moderated.
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
A quick and helpful Reply
Abbey provided a quick and helpful reply to enquiry about ATA VOIP settings.
8 June 2026
Unprompted review
Reply from Phonely
Thank you for your review, Chris!
We're delighted to hear that Abbey was able to provide a quick and helpful response to your enquiry about ATA VoIP settings. We know how important it is to get clear answers promptly when configuring telecoms equipment, and we're pleased Abbey could assist.
Thank you for choosing Phonely and for taking the time to share your experience.
The Phonely Team
Laura has the patience of Jove!
Laura has the patience of Jove!
I discovered that the call blocking on my existing DECT system was rejecting all unlisted callers because the pass number that needs to be entered by these callers was no longer being accepted. Therefore I've had to disable it, but am confident that the Phonely call screening will deal with most of the unwanted calls.
4 June 2026
Unprompted review
Reply from Phonely
Thank you for your wonderful review, Stephen.
We're delighted to hear that Laura was able to help and provide the patience and support you needed while troubleshooting your call blocking setup. Technology can sometimes throw up unexpected challenges, so it's great that you were able to identify the issue with your DECT system.
We're pleased you've chosen to rely on Phonely's call screening, and we're confident it will help reduce unwanted calls while ensuring important callers can still get through.
Thank you for taking the time to share your experience, and for your trust in Phonely.
The Phonely Team
First class service
A problem with the sound volume on the phone line. It was sorted immediately. First class service. Thank you.
2 June 2026
Unprompted review
Reply from Phonely
Thank you for your review, Robert. We're delighted to hear that the issue with your phone line volume was resolved immediately and that you received first-class service.
We appreciate your feedback and thank you for choosing Phonely.
Best wishes,
The Phonely Team
Katie answered my queries today
Katie answered my queries today, she checked with her supervisor to make sure the information she gave me was correct and explained things clearly and communicated well. Phone was answered quickly by Phonely, good service.
4 June 2026
Unprompted review
Reply from Phonely
Thank you for your lovely review. We're pleased to hear that Katie answered your queries clearly, communicated well, and took the time to check the information was correct. It's also great to know your call was answered quickly.
We'll be sure to pass your kind feedback on to Katie.
Best wishes
The Phonely Team
Professional
Zoe was professional and provided me with excellent service . Thanks.
4 June 2026
Unprompted review
Reply from Phonely
Thank you for your kind review, Mr Hussein. We're delighted to hear that Zoe provided you with excellent service. We'll be sure to pass on your feedback to her.
Best wishes,
The Phonely Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.