No connection to 2G/3G/4G/5G network, only wifi

Help Fairphone 6
1

Hi!

I’m writing here out of desperation due to the lack of response from the support team. I bought an FP6, which I received on March 10th. Upon receiving it, I completed the initial setup and migration from iPhone to Android. However, to my surprise, on the first day of use, it only connected to the internet via Wi-Fi and never with 5G. I can receive and make calls, but I can’t connect to the internet without a Wi-Fi network. I’ve been talking to the support team for weeks, but they haven’t given me any solutions, only asking me the same questions I already answered in the automatic troubleshooting test. Has anyone else experienced something similar? Thanks!

2

hello and welcome to the community forum
I am afraid we would also ask questions but perhaps some solutions will come as well

could you please let us know

  • where you are based?
  • what is your network operator - are you using one SIM or dual SIM settings?
  • how old is your SIM?
  • what are your network settings?
  • have you contacted your provider?
  • have you checked your APN settings with them?
  • how was your migration process - did you transfer all the settings?
  • is anything changing when you turn off the following: 5G, 4G, 3G, Volte/wifi calling?
3

Hi Meaghan,

I’m from Barcelona, Spain. I’ve tried everything is explained at the support page, everything that the person that is answering at my support ticket tells me, and everything that IA proposes..

My SIM card is less than two years and it worked perfectly on the FP6 eOS I’ve tried for 10 days and I’ve returned in the 14 days trial time.

I’ve transferred also settings on my migration.

I’ve sent a video screenshot doing all the processes described to the support crew, they told me that all the info was transferred to the technical team. But it was two weeks ago and I don’t have any answer. Have been past almost two month I received this new FP6 Android, I’ve communicated the issue at March 12th… I’m frustrated, have been payed for a phone and time is running and it doesn’t work…

4

I understand your frustration however we are fellow users here in the forum and help from our end can only be provided, when we have detailed infos, even if you already provided the same to support.

Most times its just wrong APN, so check, correct, reset those. Test a SIM from a different provider to see if that works…

5

I’ve reset the APN settings several times, but everything remains the same. The SIM card works perfectly in the iPhone and worked perfectly on the FP6 eOS back in January. Why should it be a problem now?

6

thank you for getting back to me

  • Barcelona - there is a FP Angel Heaven in Barcelona, you could try contacting them barcelona@fairphone.community
  • what is your network operator? you still have not told us your network provider and whether you tried to contact them. You mentioned resetting APN but could you double check them with your provider?
  • could you check your SIM in another Google Android phone? It did work on different OS so I imagine it is really the question of settings instead of hardware issue. But it would be nice if you could check other SIMs or Esims…

as @yvmuell said, I understand it can be frustrating but the more detailed picture we have, the better brainstorming

  • I understood you transferred/migrated your settings from IPhone this time, did you do it also when using e/OS? if not, would you consider setting your phone now from scratch?

  • is anything changing when you turn off the following: 5G, 4G, 3G, Volte/wifi calling? that is left unanswered

7

Ok so you reset the APN. Did you also compare against the settings named by your provider?

And for the rest: things can break every second and working in another phone doesnt mean it is not faulty.

So to borrow a SIM best from another provider would give more details to see if its a faulty hardware or not.

8

From my experience, it’s worth trying to contact you network provider as well.

I’ve had a (bit different) case some time ago, where one day mobile internet, calls and SMS messages all just stopped working. I called the network operator from a different phone and it turned out that their system randomly marked the FP6 as not supporting VoLTE (voice over LTE) and some other features. The support representative was very helpful, enabled them manually during the call and everything was back to normal.

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