Is Fairphone Support no longer available?

Discuss The Industry
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Hi everyone,

I’ve been a Fairphone 5 user for a year, and I’m opening this topic because I’ve been dealing with the same unresolved issues for months, with no real progress from Fairphone support. And I wanted to know if others have similar experiences with FP support and how are you dealing with them.

Before contacting support, I always follow the same protocol:

  1. I check the Fairphone Community to see if other users have similar issues. Nothing beats exchanging information with people who use the phone daily. And this has proven effective, for example, to find a workaround solution (tolerable but still not optimal) for FP microphone issues.

  2. If I can’t find a viable solution, I contact support. And this is where I consistently enter what feels like a loop.

For a few issues, I did not found effective solutions in the community but I did found users with the same problem, for example:

So I decided to report these to support (2 months ago), and the process always goes the same way:

  1. They ask for the build number, ask me to perform a service test, clear cache, update the phone, confirm my network provider, SIM details, etc. I answer everything and complete every step.
  2. Then I wait 10–15 days and receive a message saying the case will be forwarded to the “relevant department.”
  3. Then another 10–15 days pass, and I’m asked again whether I updated the software to the latest update.
  4. Then they say they will send the information to the tech team.
  5. Then, again, after more than 1 months I receive an e-mail asking the exact same questions about build number, network provider, tests performed, etc. And I am even being asked to describe symptoms (which I did multiple times) and if I am using and FP2 or FP3, which is disappointing since I mentioned multiple times that the issue is on my FP5.

This repeats in the same support ticket with the same support agent, and I’ve been stuck in this cycle for months. At this point, it genuinely feels like they prefer to keep me in this loop rather than simply tell me honestly whether the problem has no solution.

So now I want to know: Has anyone else experienced this? And what can be done in a situation like this?

I’m honestly very tired. I’ve never had so many problems with a phone in a single year. When people ask me about my FP5 experience, I tell them that for their own sanity, they’re better off buying a good second-hand or refurbished phone they can use for years without constant technical issues. If I could go back, I wouldn’t buy the Fairphone.

Thanks to anyone who can share their experience or advice :folded_hands:

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