A little over a month ago I bought a new Fairphone 5. Over the weeks that followed, I was unable to have it detect my physical SIM card (I don’t have e-SIM). I was also unable to have it detect any other SIM card from friends and family (tried 3 of them, some very new). I’m quite sure I’m inserting the cards correctly (images attached).
Almost a month ago now, I contacted Support by email, but I never got an answer. A week and a half ago I contacted them again, just in case the ticket got lost, but also no answer. Even though the Support chat’s narrow availability makes it a difficult option for me, today I was able to try that avenue, but also to no avail (it showed the message “We’re getting many chat requests right now, so you may wait longer than usual. Thanks for your patience!” for hours, and nobody ever answered).
I checked for “Fairphone Angels” near me, but there’s not a single one in my whole region, so that’s out of the question, too. These forums seem to be my last option before I have to return the phone (which I wouldn’t like to do, as I really support what Fairphone is doing for sustainability, but I really don’t know what else to do).
I would appreciate any suggestions.
Thank you.
EDIT: I have a Fairphone 5 with Murena e/OS pre-installed.
Have you got a microSDXC card that you could test in the SD card slot? I am asking because one possible explanation for your issue could be a connection issue with the Top Unit (that’s the big block that includes the two – different – card slots). The Top Unit also includes the “time of flight sensor” and the camera flash, so if any of these two have shown issues as well, this could confirm a connection issue.
@urs_lesse It seems that the SD card is working correctly (also tried the camera flash), so it’s likely not caused by a problematic top unit (or at least not a completely broken one). Images attached.
Hi! my SIM card is about 1 year old. I have tried 2 other SIM cards too, one older than mine and one newer, and none worked so far. All of the cards I tried are working correctly in other phones.
@Meaghan@urs_lesse Unfortunately I do have the e/OS Fairphone version (sorry, I forgot to mention it before, I will add it to the initial post, too). I was indeed unable to find the app or to dial that code.
I think you tested it really thoroughly and logically and documented this well. From as far as I can see, this all really sounds like a defect/all dead SIM card slot.
Now given you cannot use Fairphone’s own testing tool, I’m not sure what the best way forward is now. Ideally, you would test a different top unit in your device, but you already said there’s no Fairphone Angel nearby (and I guess you don’t know any other FP5 users?). Have you looked into any options to switch to eSIM? (at least until you can get more certainty about the non-responsive slot)
Unfortunately I don’t know any other fairphone users. I will explore the possibility of the e-sim, though, as my service provider should be able to generate one for me. I’m still not totally comfortable with having a damaged physical SIM port (as when I’m abroad I might need to use those), so I will probably send it for repairs while the phone is on warranty.
I suspect I might have some issues installing the eSIM, as the instructions I can find on the internet, both for Android and Murena e/OS, include tapping on “Mobile Network” within the “Network and Iternet” settings, but that option isn’t showing for me. In any case, that will be a different problem so if I’m at a loss I will open a different thread.
did you buy it with e/OS preinstalled and from Fairphone or from Murena? If from Murena, get in contact with their support. If you installed in on your own, you have to re-install Fairphone OS.
Hi, don’t know much about e/OS as I am running FP OS but could that be that these issues are combined?
Could you perhaps post here your settings and what is missing and/or ask at the e/OS Forum?
