Here’s a quick update on what we’ve been up to behind the scenes at Fairphone the last few weeks.
1) Forum Management : The Forum now has a dedicated Community Manager in charge! I have taken over from former Social Media Manager Sarah and will be handling forum management alongside my regular duties managing our social communities. We chose the handle name @Fairphone_CM to make it easily identifiable, and I will introduce myself in a comment on this post.
2) Customer Support : We launched a new Self-Repair Portal, which has made it possible for many of our customers to resolve their issues faster. Since our last update, we have reduced our backlog by a whopping 40%! This also allows our team to focus on cases that need deeper investigation. While we are still implementing some fixes to optimize the portal further, this tool is key to tackling our backlog and help our customers faster. Once again, we would like to thank you for your patience and continued support in this regard.
3) Software Updates : After a lot of back-and-forth with our partners, we finally have some news! We successfully sped up development, so that we can skip Android 14 for Fairphone 4 and go straight to Android 15! As things stand, we should be able to start rolling out Android 15 to all active Fairphone 4 devices from early November onwards. This process will be done in batches, so please do not panic if you do not see an update request immediately. Thank you for bearing with us while we figured things out.
4) Random Rebooting : We did see some concerns on the forum about new Fairphones that are being used in North America and Canada randomly rebooting. While they are not regions we actively service, we are still investigating what could be causing this. You’ll be the first to know when we learn something.
I’m so excited to take over the Forum Management from Sarah!
Thanks for laying the foundation for this @SarahFP , I appreciate your genuine efforts.
A little intro about me: Like many of you, I’ve been supporting Fairphone from the start and still remember using the Forum Market here to get a new battery for my Fairphone 1 many years ago.
Like @Ingo the Fairphone 1 was my first smartphone ever!
Since then I’ve also used the Fairphone 2 (still my favorite as I love how easily you can take it apart & show people, especially children, the inside of a smartphone! ), and my current phone is Fairphone 3+.
That’s also how I joined the company 5 years ago, as I saw a vacancy that fitted my profile when ordering the Fairphone 3.
I started out in Customer Support & “Webcare”, and have since then transitioned to a full time Community Manager, so our Community & customers have always been close to my , as this is also how my Fairphone journey has started.
Fairphone wouldn’t exist without this amazing community (YOU!) and I have a lot of respect for the generous work that the @moderators are doing here every day!
P.S.: To be able to read as much of your valuable feedback as possible & forward the most important points to CS, it would be amazing if you could keep sharing everything in this thread about the Self-Repair Portal that Sarah started, so that everything is in one place. Thanks in advance!
Thank you - as someone who has every intention of using the FP4 until the bitter end, this is welcome news indeed. After all, I still have two fresh replacement batteries in the drawer (don’t ask)…
It’s also quite nice in general to have a dedicated community manager. I’ve been skimming these forums without an account for a while, but had no idea Sarah was really doing social media as her main task. Anyway, I’m not sure whether this is something “corporate” came up with, but just as a stylistic choice, I think it’d be smart to tone down the emoji policy a little bit. You’ll probably interact with unhappy people having issues with their phones pretty regularly here, and if I were in that situation, “We hear your concerns and value your continued support ” is honestly the last thing I’d want to read.
Please keep in close contact with the @moderators . First, they are doing an incredible job here and it would show them the respect they deserve, but far more important, they always know what is boiling up.
They are the visible firefighters of the company, but much too often they lack the water of insight or backup of the company to cool things down.
To clarify: its about the FP6 and its not just a concern its a fact/bug that since the recent update 148.0 the FP6 when used in US or Canada (which also is hitting FPs EU customer when travelling) is constantly rebooting. This bug is and was already happening before that FPOS update on devices which have e/OS installed.
Did FP check how many were just closed without really doing anything and might have caused that user had to open new tickets? And how is backlog defined? Whats the turn around time FP aims to accomplish?
As you’ve said, keeping us informed and especially letting us know when problems have been recognized and are being analyzed is really important, because really appreciated.
Got you & edited the update post. For some people sth more visual helps, but I’ll keep it in mind for future updates. I’ll do my best to support the moderators & make the community’s feedback heard internally. Hope we can keep it constructive!
Hi Bjoern, absolutely and this is also my intention, to support the moderators in supporting all of you! They have all my respect already! I am in close contact with them & I’m trying to get the info they need internally.
Thanks for sharing these valuable insights @yvmuell about the random reboots & I get your questions about CS! I’ve forwarded both to the relevant teams internally and hope to be able to get back to you with more concrete info asap.
I’m a fairly new Fairphone user and would love to keep my FP6 the longest I can. I am worried with the reboot issue in US/Canada even though I’m not there but might need to travel and wouldn’t like to end up disconnected because of this bug. However, I find thar the phones dying while charging is a super urgent one and not being taken of:
Putting FP6 in a fast charger, regardless of the eco mode, can fry the SoC. I really hope it is a software issue and not a hardware one. But it really needs to be addressed. I hope you can share it internally as many of us are waiting for some statement. I don’t want to send it on warranty often just because it dies like that.
: The Forum now has a dedicated Community Manager in charge! I have taken over from former Social Media Manager Sarah and will be handling forum management alongside my regular duties managing our social communities. We chose the handle name @Fairphone_CM to make it easily identifiable, and I will introduce myself in a comment on this post.
: We launched a new 
Self-Repair Portal
: After a lot of back-and-forth with our partners, we finally have some news! We successfully sped up development, so that we can skip Android 14 for Fairphone 4 and go straight to Android 15! As things stand, we should be able to start rolling out Android 15 to all active Fairphone 4 devices from early November onwards. This process will be done in batches, so please do not panic if you do not see an update request immediately. Thank you for bearing with us while we figured things out.
: We did see some concerns on the forum about new Fairphones that are being used in North America and Canada randomly rebooting. While they are not regions we actively service, we are still investigating what could be causing this. You’ll be the first to know when we learn something.
), and my current phone is Fairphone 3+.
” is honestly the last thing I’d want to read.
