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
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
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
Company replied
Various issues have prevented me from writing this review until now, 4 months after Phonely was installed (and working well), but I didn't want to miss the opportunity to thank SARAH who was amazing a... See more
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
4.6
Excellent
303 reviews
Replied to 55% of negative reviews
Typically replies within 1 week
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Simple to switch but a few teething problems with the service
Switching with Phonely was simple and the team are helpful and responsive. The website doesn't tell you that it takes about 10-12 days to be ported over so take this into consideration when switching. During this period, you can call out once setup up but cannot receive incoming calls until the porting of your number is complete. Also, you will need to tell friends and anyone on the same BT local exchange to also add the local area code when calling you or they wlll get a "number not recognised" message. Everything worked straight away and the call quality is very good. I have noticed that when connecting to traditional BT line numbers the calls can be broken and a loud beep can be heard by the person at the other end (BT line end). At first I thought this was down to the handset at my parents house but other people have also told me the same. Phonely have sugested that this is associated with delay (latency/jitter) in the broadband connection, however, it does not seem to be a problem when speaking with other family menbers on Phonely so it looks as if it is related to connection to the old BT line. Presumably, this will improve once the switchover is complete, but it is rather irritating for people we speak to with older lines.
23 February 2026
Unprompted review
Reply from Phonely
Thanks so much for your detailed and thoughtful review, we really appreciate it.
We’re glad to hear the setup was smooth and that you’ve been happy with the team and call quality overall. Just to note, our website does outline the typical porting timeline, but we’ll review this to make sure it’s as clear and visible as possible.
We also appreciate you flagging the experience with BT landlines, that’s really helpful feedback, and we’ll continue to monitor and improve this as the wider network transitions.
Thanks again for choosing Phonely!
Best wishes,
The Phonely team
Excellent service
Thank you for your patience and much appreciated assistance today in setting up my landline.
I'm looking forward to knowing that I now have the security I wanted.
19 February 2026
Unprompted review
Reply from Phonely
Thank you so much for your lovely review, Jeanette!
We’re delighted we could help get your landline set up and that you now have the peace of mind you were looking for. If you ever need anything, we’re always here to help.
Best wishes,
The Phonely Team
Very helpful support team.
Very helpful support team.
The transfer process went smoothly.
I need to get use to retrieving voicemail messages.
Interestingly how a digital connection takes a tad longer than the old copper connection.
I like how online you can view all the calls including the missed calls.
17 February 2026
Unprompted review
Reply from Phonely
Thank you for your kind review!
We’re so glad our support team could help and that your transfer went smoothly. It’s great to hear you’re enjoying the online call view feature too. If you’d like any help with voicemail or have questions, we’re always here.
Best wishes,
The Phonely Team
So easy and helpful
Recently changed the phone line provider from BT to Phonely for my elderly In-laws.
While I was looking for other providers, Phonely stood out head and shoulders above other suppliers based on value for money, the speed to answer any questions I had and by far most importantly the type of product we wanted and protection we could get.
[It also helped that they have their head office in Norwich..!]
Setting up the contract was straight forward and easy. The porting of the number had a slight issue but this was only down to BT dragging their heals. However, while the number was waiting to port over, all calls were redirected to a nominated mobile via the app. So no missed calls.
Having the app, which I can monitor, is also a big help towards ensuring my In-laws remain safe from potential scam callers.
11 February 2026
Unprompted review
Reply from Phonely
Thank you so much for taking the time to share this.
It means a lot to hear that Phonely stood out to you for value, support and especially the protection for your in laws. Keeping families safe from scam calls is exactly why we do what we do.
We are really glad the setup was simple and that the call forwarding through the app meant no missed calls while the number was transferring. It is great to know the app is giving you extra peace of mind as well.
If you ever need any help at all, please do get in touch.
Best wishes,
The Phonely team
Terrific response to my concerns
Terrific response to my concerns. Very quick reply to my email. Gogent explanation. Not once did I feel condescended to. Emma was very polite and did exactly as she said she would. Will certainly recommend the company. Thank you.
16 February 2026
Unprompted review
Reply from Phonely
Thank you so much for your wonderful review, Barbara.
We’re delighted to hear you received a quick response and a clear, helpful explanation. It’s especially lovely to know you felt respected and listened to, that’s exactly how support should be.
Emma will be so pleased to hear your kind words.
Best wishes,
The Phonely team
Great service from a human!
Abbey was very quick to respond on the Chat line and sorted out my query very efficiently. Excellent service.
11 February 2026
Unprompted review
Reply from Phonely
Thank you for your kind words, Peter!
We’re delighted to hear that Abbey was able to respond quickly and sort your query so efficiently. We’ll be sure to pass on your lovely feedback to her.
Thanks for choosing Phonely.
Minor issue resolved with excellent support
We have had a landline contract with Phonely for a few months now, with no problems or issues. Yesterday evening our landline stopped receiving calls. As it was outside normal hours I left a message online. Although I managed to resolve the issue myself, Phonely did get back to me, although I was out. I rang them, their response time was excellent, the English speaking customer service lady was very friendly, easy to understand, answered my questions, and after double checking that all was as it should be signed off.
11 February 2026
Unprompted review
Reply from Phonely
Thank you for your kind review, Roy.
We’re so pleased you’ve had a smooth experience and that our team responded quickly and supportively when you needed us. Even though you fixed the issue yourself, we’re glad we could follow up and make sure everything was working properly.
We’re always here if you need us!
Best wishes,
The Phonely team
Excellent customer service
Excellent customer service. The landline phone service charges are very reasonable. I am happy to be a Phonely customer.
10 February 2026
Unprompted review
Reply from Phonely
Thank you for your kind feedback, Ronald.
We’re really pleased to hear you’re happy with both our customer service and our reasonably priced landline service. It means a lot to know you’re enjoying your experience with Phonely.
If you ever need any help or have questions in the future, our team is always happy to help.
Best wishes
The Phonely team
Just moved home for the second time in…
Just moved home for the second time in 12 months and needed to take existing landline with us. Phonely were great and although there was a delay in Openreach getting Broadband set up, not Phonely’s fault at all, once on line Abbey was great in getting our landline back up and running again. As always the customer service from Phonely was the best. Definitely recommend them
9 February 2026
Unprompted review
Reply from Phonely
Thank you so much for taking the time to share your experience and for the recommendation, it really means a lot to us.
Moving home can be stressful, especially when it happens more than once in a short space of time, so we’re really pleased we could help make taking your landline with you as smooth as possible.
We’ll be sure to pass your lovely feedback on to Abbey, she’ll be delighted to hear it. Providing friendly support is something we take great pride in at Phonely, so it’s wonderful to know that came through once again.
Best wishes,
The Phonely team
spoked to a assistant
spoked to a assistant, about Phonely, and was very helpfull.
9 February 2026
Unprompted review
Reply from Phonely
Thank you for your feedback. We’re really pleased to hear that the assistant you spoke with was very helpful when discussing Phonely.
If you ever have any questions or need support in the future, our team is always happy to help.
Best wishes
The Phonely team
Would recommend
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 number ported over without issue and it's now fully operational.
Many thanks 👍
9 January 2026
Unprompted review
Reply from Phonely
Thank you very much for the recommendation and for choosing Phonely.
We’re really pleased to hear that the move from your previous ISP was smooth and that our team was able to answer your questions quickly and in a friendly way.
If you ever need help in the future, we’re always happy to help.
Best wishes,
The Phonely team
I can’t recommend Phonely highly enough
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 for her outstanding help and support. Friendly, knowledgeable, patient, and actually gets things done — a rare combo these days!
Top-notch customer service from start to finish. If only all support teams worked like this. Absolutely first class — keep doing what you’re doing.
3 February 2026
Unprompted review
Reply from Phonely
Thank you so much for this incredibly kind review.
We’re absolutely delighted to hear how impressed you’ve been with Phonely, and it means a great deal to know that our customer support made such a difference to your experience. That’s exactly what we strive for every day.
A huge thank you as well for calling out Zoe by name, we’ll be sure to pass your lovely feedback on to her.
Our support team take real pride in helping customers properly, from start to finish, so hearing feedback like this reassures us we’re doing things the right way. Thanks again for your recommendation.
Best wishes,
The Phonely team
Super service all the way
We've been using PHONELY for about a year now and are well pleased with the service we've received.The porting of our BT number was trouble free, (we had already changed our broadband supplier) and setting up our old BT cordless phones was easy with the Fanvil adaptor. Recently we decided to change the phones to the Yealink W73H to hopefully get better quality audio. This has been a great sucess although I did have some issues with the PIN numbers on the additional handsets. A quick call to the phonely help line was required and Emma Louise soon supplied the necessary information, and, amazingly stayed on the line until I had paired the first phone and was sure the problem was solved. Really caring serviice. Well done Emma and Phonely.
22 January 2026
Unprompted review
Reply from Phonely
Thank you so much for such a fantastic and detailed review.
We’re delighted to hear your number porting from BT went smoothly and that you found it easy to get your existing phones working with the Fanvil adaptor. It’s great that you’re now enjoying improved audio with the Yealink W73H as well, that’s a popular choice!
We’re especially pleased to hear about your experience with Emma Louise. She’s fairly new to us here at Phonely, so it’s absolutely lovely to know she’s already making such a positive impression.
Thanks again for your kind words and continued support. Our team is always here if you need a hand in future.
Best wishes
The Phonely team
I spoke with Emma who has just being…
I spoke with Emma who has just being working for Phonely for a week. She was very pleasant and efficient.She was a credit to the company. I have only been with Phonely a short while but I am very impressed with them excellent people and company
27 January 2026
Unprompted review
Reply from Phonely
We’re delighted to hear that Emma made such a great impression, especially in her very first week with us. We’ll be sure to pass your kind words on to her.
It’s also fantastic to hear you’ve been impressed with Phonely overall, even in the short time you’ve been with us. If you ever need anything at all, our team are always here and happy to help.
Best wishes
The Phonely team
Exceptional service
Very easy to communicate with and very helpful. Resolve my problem very quickly. Excellent service.
27 January 2026
Unprompted review
Reply from Phonely
Thank you for your kind words, Jeremy! We’re so pleased to hear you found our team easy to communicate with and that your issue was resolved quickly.
If you ever need anything in the future, our support team are always happy to help.
Best wishes,
The Phonely team
Very impressed by Phonely
Zoe from Phonely was excellent yesterday, helping me to connect up a VOIP phone that I didn't buy from them. I appreciated they weren't responsible for it, so I had the help with the login details and that's it, but she patiently waited while I checked the settings were correct.
Aside from this, I have no complaints with Phonely, they help those transitioning from the 'old way' of having a landline to the new way. Yes a fully digital connection isn't as good as the older way, but it's usable enough. They help very well with transferring your number over to them (called 'porting') and either supplying a phone converter, a completely new phone or even a smart phone app, to receive and make calls as your old landline number.
The price is reasonable and I now have fibre with another supplier, and a landline number with Phonely. Over all it's a similar price or less than what I was paying BT / Plusnet for both services.
26 January 2026
Unprompted review
Reply from Phonely
Thank you so much for such a detailed and thoughtful review, Chris. We really appreciate you taking the time to share your experience.
We’re thrilled to hear Zoe was able to help you get everything set up, especially with equipment that didn’t come from us. While we can’t always fully support third-party devices, our team will always do their best to guide customers through the essentials and we’re glad Zoe could be there while you checked everything. We’ll make sure your kind words are passed on to her.
It’s also great to hear the transition from a traditional landline to digital has gone smoothly overall. We know it can feel like a big change, so we work hard to make number porting and setup as simple and stress-free as possible.
Thanks again for choosing Phonely. We are always here if you ever need a hand.
Best wishes
The Phonely team
Great service
Just got it easy to connect, also you can speak to a human if you need help
Setting up voice message a Doddle
Price less than half what I was paying
So far so good
20 January 2026
Unprompted review
Reply from Phonely
Hi Michael,
Thank you for taking the time to leave such a great review.
We’re really pleased to hear that everything was easy to set up and that you found it helpful being able to speak to a real person when you needed support. Our UK-based support team are always happy to help whenever you need us.
We’re especially glad we’ve been able to save you money too!
Thanks again, and we’re happy to have you with us.
The Phonely team
Message Service
Quick response, efficient, instructive, and all in a pleasant manner
19 January 2026
Unprompted review
Reply from Phonely
Thank you for taking the time to leave such a lovely review. We’re delighted to hear you found our service quick, efficient, and instructive, and that the experience was pleasant throughout.
If we can be of any further assistance, please do get in touch.
Best wishes,
The Phonely Team
Efficient and concise.
Laura was efficient, she enabled me to proceed with what I wanted to do quickly. No lag no fuss, just effective and concise. Full marks Laura, much appreciated.
12 January 2026
Unprompted review
Reply from Phonely
Hi Phill,
Thank you so much for taking the time to leave this lovely feedback. We’re really pleased to hear that Laura was able to help you quickly and efficiently.
We’ll be sure to pass your kind comments on to her. She’ll be delighted to know that you were happy with her support.
Best wishes,
The Phonely team
Excellent support from Phonely.
I spoke with two Phonely agents and our fibre provider as we worked through a fault on our Phonely device (it wouldn't accept calls). Both Phonely agents were super helpful and knowledgeable and Laura dived down into the admin details to fix the fault in the end. Excellent service level, nice people to deal with and based in Lowestoft, UK too! Thoroughly recommended.
9 January 2026
Unprompted review
Reply from Phonely
Hi Paul,
Thank you for your review, we’re really pleased to hear that both of our team were able to support you while the fault was being resolved, and that Laura was able to get everything sorted for you.
That’s right, we have offices in Lowestoft and Norwich, so you can always be sure you’re getting through to one of our friendly, UK-based team who are always happy to help.
Thanks again for your recommendation.
Best wishes,
The Phonely team
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