Company Details

I would like to thank Laura Thornton for her support and help this morning. Our number is now working and hopefully we won’t have any more issues. Thank you Laura and the members at Phonely.

George of Phonely's support team responded promptly to my request to fix my phone's SOS wireless pendant that had become un-paired with the phone. George arranged a convenient time for me to receive his phone call, made efficient remote use of my laptop to connect to my phone and re-paired the phone with the pendant. Great job. Very helpful.

Refreshing to deal with a company that are efficient and do what they say. I took a phone-line for my home the switchover was seamless no problems whatsoever transferred my number all I had to do was fill in a form online. A few weeks later I rang to discuss handset compatibility I spoke to Katie she is excellent and very knowledgeable and set me up with new handsets a pleasure to deal with. I would most definitely recommend this company.

Phone changed over to VOIP today and struggled with the slight differences in terminology on set up procedure with my Gigaset phone. Katie was really patient and helpful as we sent through the procedure - success first time. Katie is real credit to your organisation.

Phonely Customer Service is absolutely excellent. There was a two month delay switching from my old land line provider to my new Internet supplier and during this period Phonely were extremely helpful in diverting my land line calls to my mobile. Excellent!!

Coming from a nightmare with another company Phonely have been wonderful to deal with very helpful and have a very reliable service. Quick to answer the phone if you have an issue and they always seem to give the answer for the questions I have asked. It doesn't feel like I'm calling a call centre with a script they have to follow and nothing every gets done.

Reply to Phonely - Thank you for taking the time to reply. As feedback, I would like to suggest that you should at least provide the information that other VOIP phone suppliers require. The cost of our Grandstream system with 4 x handsets cost a lot of money, and was too big an investment to write off, added to the additional cost of purchasing a phone from Phonely. It felt as though you have a policy of compelling customers to purchase your hardware, instead of being grateful that you can gain from customers wanting to change SIP providers. I wanted to move from a German SIP provider to a British one, and Phonely sounded like a good option. I am happy to be with Phonely now, but would be happier if it was a smoother changeover, and Phonely embraced customers who wanted to change providers without buying your hardware. Update - Thanks to Grandstream support, our Phonely VOIP is working to Grandstream DP750 phone. For information - For SIP Userid and Authentication ID you need to enter Phonely supplied username. Phonely may be good if you buy their phone. However, if like me, you have your own VOIP phone (Grandstream DP750), they will not offer you any support. I changed from Sipgate to Phonely and Phonely can’t supply me a SIP Userid, an Authenticate ID and password, which is needed for Grandstream configuration. Instead, they only provide a username and password. Grandstream are trying to help, but the information they need is not being provided by Phonely.

Just wanted to say how helpful the Phonely team are. I had a problem setting up my new phonely adaptor and the customer service team went 'above and beyond' to sort it out for me. Thank you

A breath of fresh air, customer services, 5*, Service to the handset, 5* but in particular, a special mention for Laura in customer services, she absolutely went a step further for me, so much so, with the issue I had with the first device, she kept me informed of progress at every stage, and called me on the date/time agreed to ensure the replacement device was working and connected. Top job in my view, very happy customer. Thank you Laura and wider Phonely team 5* 😊

Everyone I have spoken to has been informative friendly & efficient

Prior to signing up with Phonely I spoke with 4 different members of staff about the implications of moving to them and of retaining my existing number. All 4 were pleasant, helpful and gave me sound advice and clear factually correct information. This was in total contrast to my previous provider who gave me incorrect and conflicting information and advice. Having signed up they then provided me with exactly what was promised and the transfer of the number was completed just as and when they had told me. If their ongoing support and service matches their performance with the transfer I shall be very happy indeed (and I have no reason to suppose it won't be). A very satisfied customer.

Ih ave great difficulty using a mobile phone. Because of my eyesight, I missed the star along side where it states "unlimited minutes" and now because off200 mins of normal phone use. we very rarely call mobile phones. I now feel that I was conned by this ad and ould never recommend this company to anyone and feel tat the the ad misrepresents what you actually get with any of their packages! All this and I haven't actually as yet been able t make a voip phone call!!!!

I wanted a VoIP service that gave me spam protection. What I also gained was excellent customer support and service, totally from people here in the UK, such a lovely change. Thank you

Decided not to go with Phonely as it appears that their T&Cs are not only misleading but in their own words 'not exhaustive'. 1. 'Unlimited minutes'. All their price plans list this but in actual fact you are limited to 20 hours A MONTH landline plus 20 hours A MONTH mobile. This amounts to about 1 hour 32 minutes a DAY of phone calls after which they charge 3p a minute. Don't know about anyone else, but I can spend 40 minutes on 1 call just to make an appointment with my doctor! 2. Their 'Fair Use Policy' restricts users to 'Only the person who owns the account, their immediate family members living in the same house ....can use these plans.' This would appear that visiting friends or relatives asking to use your phone (no mobile signal for example), would not be allowed to. Also, anyone with a joint mortgage or shared tenancy with friends could effectively limit use of the house phone to 1 person! 3. 'Unacceptable Usage' Policy lists a number of examples that aren't clearly defined, e.g. (a) Making an exceptionally high number of calls or spending an unusually long time on calls. (b) Making a large number of calls to an unusually high number of different people. As only Phonely know what 'exceptionally long', 'unusually long', 'large number' or 'high number' actually mean, they can effectively decide for themselves what 'Unacceptale Usage' is. Edit: Phonely have asked for more details 'to better understand my experience'. Unfortunately due to internet outage have not been able to respond until today. My 'experience' is reading your Terms and Conditions, which haven't appeared to have changed since my review was posted.

I have just switched recently, it is a big saving if you only need a phone and to keep your old number. It was very easy to switch.

Just had a very helpful online chat with a number of agents at Phonely customer service which ended with me getting all the answers I needed, a great result, well done all!

Very helpful. Was not expecting a call back so quick. Mark guided me through completing the process. Although not at present changed provider due to awaiting full fibre connection via internet provider. Look forward to a smooth transition.

Quick and easy set up Works reliably on Starlink. Number "ported" from BT no problems,

Excellent VoIP landline service, costumer service is top notch and the Phonely app also works amazing. Highly recommend.

Thanks so much Katie for all your help today getting my landline online following new broadband installation. Quite often we forget what top class customer service actually is as it doesn’t happen that often. I absolutely received the best possible customer service today.You were so friendly and patient throughout our call and it was so nice to speak to someone who actually cares & realises how important the outcome is for the customer. Phonely should be very proud they have you on the team. Thank you so much😊