In December last year, after owning the new FP6 since launch, I reported the front camera being blurry, which they sent a replacement for. Also my volume buttons had broken off, after a few months of every day use. I sent my phone off for 2 weeks, everything was reset and here I am again. I went on a plane the other week, and now my camera is blurry again. I’ve looked on the forums, followed instructions, removed, cleaned and nothing fixes. I went to the app and followed the support page. As per my screenshot I can’t follow the steps on the app, on my fp6. This is what is annoying, in November 25th 2025, I chased the support team following no reply for my ticket regarding the volume button issue (my ticket: 1332495). I explained the issue with the app there, & received a bog standard, “follow these steps to send off your phone for repair”. I don’t use the app often, but how is it still not working? A customer reported an issue months ago and you still haven’t fixed it? I think it is asking me to accept cookies but the overlay is off screen. I put effort into that email, was polite and informative and not only was it ignored, but I still can’t follow the app to fix my phone that’s broken, again. I don’t work in construction etc, I have a case for my phone, i travel on a plane for the first time since it was last not working and now it is broken again. Please advise
Hello and welcome to the community forum
It seems to me that these are two separate issues:
- Problem with your camera.
- Please specify whether the last time you just replaced the camera or have you managed to troubleshoot it anyhow? I recently had a blurry dot on my camera but fortunately it vanished after a thorough cleaning. Is the blur visible both in the images and while taking pictures?
- The problem of self-repair portal not displaying properly.
Please consider using the browser version as a workaround. If you will, please submit a separate ticket to report the MyFairphone App issues.
Please note this is the advise of a fellow user, not an excuse for things not working.
Best
Hi Meaghan, thank you for your reply.
Re the camera, the last time troubleshooting & cleaning didn’t fix the lens. I followed the steps to clean from Fairphone videos and guides online. A replacement was the only fix.
I’ve just now tested the camera and it’s working fine. But this happend last time too, I haven’t taken it apart to clean or done anything try and fix it, but it’s working. Last time this happend it worked for a day or two then went back to being blurry, which I fear may happen now.
Re self repair portal, all well and good using the browser, I used that last time. But the issue lies more in the neglect to fix the issue when I raised it almost a year ago with FP support team. The accept cookies model is in an inactive state so the user is unable to accept, this has been an issue since launch and I can’t comprehend how nobody would notice this. I explained that before using those terms, and to a tech team, it should be a simple fix.
I explained my love for the ethos of the company and how I want to recommend this phone, but the buttons broke after 3 months, the camera went blurry, the support team ignored my feedback. The FP4 I had “was like speaking through a tin” according to my friends.
I didn’t pay £1000, so I understand you get what you pay for but these are reasonable issues to raise.
Sorry for the rant, I appreciate the work you guys do and I wish we lived in a world where ever piece of technology was modular and sustainably sourced.
All the best,
Alex