I have huge problems with my mobile data on this device. Most of the time i have NO connection whatsoever as soon as I am away from home/work. Sometimes i have a connection that is SUPER slow. This is unacceptable. Device has been sent out for repairs twice, SIM card was changed, APN settings manually put in, turning on and off, airplane mode on and off… NOTHING. Tried to fill a form on the website, but this does not work, I get a message that I should use the troubleshooting webpage and the form is not sent. There is no phone number. I am getting very frustrated with this. Anyone have the same problem?
What was the last update?
Where do you live and who is your provider?
How could is our SIM-card?
What are your APN-settings
I have good experiences with the Live Chat Business hours: Mon, Tue, Thur, Fri: 10:00-13:00 Wed: Closed
Have a look at the bottom of the Support page
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Hello, you could also try troubleshooting from the app, My Fairphone App and send a message to the support via the app as well.
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hi Fstm
Welcome to the Fairphone community forum.
sorry to hear your phone is not working properly.
i just starts filling in som information i not get clear, please correct if i guess wrong.
you are telling the phone is working normal when on work or at home so what i getting is that your mobile network is not working at all and your phone is using the WiFi. please dubbel check if your Network is turned on for your phone and at the simcard settings.
is calling and SMS posible (i understood yes)? please be aware that calling and SMS using Whatsapp or a similar app is different from what i meant here.
the simcard was changed. was this done at the service store of your provider?
if not you can consider going there. it can be a provider isu. (dit you tried your simcard in a different phone?)
i still expect some setting are not right, it happens a lot, no worries about that.
you can try as wel to reset the network settings as explain in this picture, this is a answer from Fairphone seport for a little different network isu where the same reset dit solve the problem.
be aware this reset will remove a lot of settings permanently.
please don’t forget to first answer the question of @Meaghan and @Lidwien.
Tom
Hi Lidwien, thanks for your reaction
Last update: 5 november 2024 Update check performed today.
I live in Belgium, provider is Proximus
My SIM card was changed when the problems first started, several months ago
My APN settings are internet.proximus.be
Does anything stand out here?
Hi Tom, thanks for your message
My mobile data is on
Calling and SMS is not possible
The sim card works in my old phone. It was done at the service provider.
Hope someone has an idea of what is wrong with this phone.
Floor
Could you check all the settings of the APN with the info on Mobiel internetinstellingen Proximus
Sometimes it helps to make a new APN.
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I have the same problem.
Thanks, did as you suggested, did not solve the problem.
Although your phone was away for repair I’d try to exclude the phone as the culprit: Try your SIM card in a different phone and try a different SIM card (ideally from a different carrier) in your phone. If the issue persists with your phone you’ll need to get in touch with Fairphone again. If the problem stays with your SIM card then you need to contact Proximus again.
I understand that it’s frustrating if no one wants to be responsible for the issue.
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What was the last update?
Where do you live and who is your provider?
How could is our SIM-card?
What are your APN-settings?
I have a similar problem on my phone, new last week. I want to be able to access maps and ebooks away from home. How do I turn on the Network?
Welcome to the Fairphone community.
Can you please give a little more details on your phone, network, software, error messanges, did it work before and so on?
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I have a Lebara SIM card and had a good chat with their help desk, who said I needed to check the phone’s settings, which I can’t find. I have only had the phone since Friday and I don’t think data has ever worked, though I seem to have used 0.01 GB.
Please check
For the settings.
Last update:
Android 14 Android security update November 5, 2024
Where do you live and who is your provider?
I live in Texas USA. My provider us Mint mobile.
How could is our SIM-card?
If you are asking how old is my sim card, about 5 year old.
What are your APN-settings?
Name: Mint
APN: Wholesale
Proxy: Not set
Port: Not set
Username: Not set
Password: Not set
Server: Not set
MMSC: hppt://wholesale.mmsmvno.com/mms/wapenc
MMS proxy: Not set
MMS port: 8080
MCC: 310
MNC: 260
Authentication type: none
APN type: default, supl,mms,ai
APN roaming protocol: IPv4/IPv6
APN enable/disable: APN enabled
Bearer: unspecified
MVNO type: GID
MVNO value: 756D
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5 years is old for a SIM-card in a Fairphone.
I would suggest to get a new SIM-card.
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Hi Floor,
Have you made any progress in figuring out what is wrong?
I’m wondering wat will be the results of the test @Martin_Anderseck suggested.
that will give a good indication if its a problem with your phone or provider.
you already told that you tried your sim in a different phone (your previous one). if a different sim does give the same result in your Fairphone than it is more clear where the problem is.
or your sim in a other Fairphone 5.
maybe ther is Fairphone Angel close by how can make a FP5 available to help you with this swapping over over test.
the phone was already sent for repair twice, you posted.
wat was the answers of the repair center? (no problem found, i suppose)
Did they do a factory reset?
ore maybe the network reset i posted here?
that’s a way to rule out if it is a software problem with your phone.
be aware that if you used a backup to bring back your phone after you got it back. its possible the backup dit bring back the software isu. so that will not completely rule out its a software isu.
this is just my trying to rule out some possible sources of the problem, to hopefully get to the point where it dit goes wrong.
Tom
Hi Tom
The problem is not solved, unfortunately. I don’t know what the repair center did. I did not do a backup after getting it back, just for some apps (like whatsapp). My simcard works fine in my old phone. If a simcard of another carrier works in my FP5 (i have not tried this yet), then great but it is not a solution. I need it to work with my carrier and i bought it from my carrier (proximus), so either they or FP needs to fix it. But this is not happening.
So in essence I bought a paperweight that i can use for calling only as long as I am connected to Wifi, and this is very frustrating.
It has happened that a SIM-card in another phone worked and not in a Fairphone. That’s why the suggestion to get a new SIM-card.