Phone calls or messages/unreliable phone

Every time I use the phone to make a call, receive a message the screen goes black. I cannot end the call or return to a visible screen. I have to take the back off the phone, remove the back and the battery then put it back together. Since buying this phone I’ve had one issue or another with it. Each time I think things have improved it plays up in some way. It is not a reliable, trustworthy phone. I’ve persevered with it as I support the idea of an ethical phone and company but its getting beyond ridiculous. I would like a replacement. I’ll give it a try and if I have ongoing issues with that I feel I’d have to give up with the Fairphone despite really wanting to support the company. Its too unreliable. I look forward to your response.

This probably the most commonly mentioned issue on the forum. For most people calibrating the proximity sensor (Settings > Maintenance > Proximity sensor) solves the issue. If it doesn’t, follow Fairphone’s troubleshooter (Calls > My display stays black during or after a call).

Alternatively, hold the power button for 15s to force the device to power off.

Contact support for that (see also #contactsupport). There is hardly any Fairphone staff on the community forum (mods are also not staff), as they see it as a place for discussion rather than as an official support channel.


Thank you for your prompt response. I found a similar message and followed
the instructions. It seems to have remedied the problem but why did this
happen at all?

I did try to power off by holding down the power button. It wouldn’t switch

Thanks for information on who to contact to discuss a replacement.

Kind regards

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I don’t know for sure in this case, but almost all sensors need some (re)calibration every once in a while.
If you should happen to have a car with a sensor for flat tires, that needs recalibration at least every time you change tires but if should be calibrated once a month (if my memory doesn’t fail me). My laptop has a color-calibration sensor, that reminds me to recalibrate my monitor at least every 4 weeks.
So I would guess, it’s the same with the proximity sensor.
Probably that’s something that could be anounced more prominently. Tbh I can’t remember, if there was a kind of quick setup guide coming with the phone. If so, this might be a good place to hint for how to calibrate the proximity sensor. Maybe even right at starting the phone, so everybody learns right away, how to do it?

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