eSIM Activation Error - Murena Mobile

/e/OS Devices Fairphone
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1

Hi all,

I’ve run into a weird issue that I haven’t been able to fix myself so far and I’m super frustrated.

I’m using the Murena Fairphone 4 running e/os. I also ported my phone number to Murena Mobile who I am using as my carrier.

I reset the phone earlier this week and installed Fairphone OS just to try it out and had no issues. It was also my first time doing this so I might have made mistakes. I have since reset then reinstalled e/os. So far, everything works except the eSIM. I am able to download a fresh one to my phone which works without issue. When I go to enable it however, I get an error:

“Can’t turn off eSIM - Something went wrong and your eSIM has not been turned off”

This is also my first experience using eSIMs, I’m unclear what is wrong or where to fix it.

I’ve tried the following:

  • Network Reset
  • Delete eSIM/re-add
  • Factory Reset the phone
  • Clear the SIM toolkit cache/data

I’ve reached out to Murena for assistance but their turnaround time for replies has been several days and in the meantime, I’m unable to call, text, or use mobile data.

Overall I really like what the company is doing with their privacy focused products. I’m eagerly awaiting the restoration of the rest of their cloud services and would rather give them my money than a big name tech company, assuming I can get this resolved.

Any input? I’m unclear what else I can do on my end at this stage.

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At first sight this text is at odds with the image!

In the case of an error, searching the exact error message can be helpful.

So it raises the question, is there also a physical SIM, active or not?

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3

I did check and there’s no physical SIM installed in the phone. Although, when I go to install a new eSIM, it gives me this… Which I thought was curious:

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4

I too am having this issue, started with the latest 2.6.3 update. It stopped placing phone calls. Mint Mobile recommended I re-install the e-SIM. Having the exact same issue as above. Tried a new line from US Mobile with an eSIM (also using their T-Mobile network) - same issue. I did a full factory reset - still nothing.

I’ve ordered a physical SIM but it won’t be here for a week (and we’ll see if even that works). This is clearly related to 2.6.3 - phone has otherwise been working fine for ~1 year. Murena needs to fix this ASAP - this is a $500 device I purchased from them that they bricked with an OTA.

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5

Can’t access my bank account, can’t log into my work email…thanks 2 factor SMS

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6

That makes me feel better knowing I’m not the only one having this issue. I might have to wipe the phone and reinstall Fairphone OS until Murena can release a fix, because I can’t go without being able to text, call, or use mobile data. I’m also paying for a separate private cloud powered by renewable energy until Murena can get their cloud up and rolling again.

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7

If you are not on U you could, switch slots.

8

Having the exact same problem! I just got the phone and am running into this when trying to transfer the service from my old phone. Good to know that the problem isn’t with my service provider. Does Murena check these forums? Doesn’t seem like any fix is possible from our end.

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9

While this may happen … one cannot rely on it to “fix an issue” as fundamental as this. You really want the issue registered like this Report an issue. It has not been reported as I write. See Post # 12 .

The route to contact the Murena helpdesk is quoted here:

In case any of you would care to add more useful evidence here on the forum, to help a speedy solution this is a copy of the

Bug report template
  • /e/ version:
  • Device model(s):
  • Developer mode enabled: yes/no
  • Device rooted: yes/no
  • Trackers blocker enabled: yes/no

Summary

The problem

Steps to reproduce

  • How one can reproduce the issue

What is the current behavior?

  • What actually happens

What is the expected correct behavior?

  • What you should see instead

Technical information

Relevant logs (adb logcat)

Relevant screenshots

Solutions

Workaround

Possible fixes

3 Likes
10

So can we say that the issue is

“2.6.3-u-(t?)-xxx-official-(FP4?) update prevents use of Murena (and other ?) eSIM”

Is the problem limited to Fairphone 4 @ccgauvin94, @Melinoe @masonhh – or other ?

Is the problem limited to the official build of Android 14 (U) ?

It is always a problem with “I have exactly the same error” :slight_smile: please could you define the above by just adding you build_version_string as [HOWTO] Give complete /e/OS version info easily for support, answers, comparison etc.

Does the issue only affect eSIM ? Only @Melinoe mentions Murena Mobile, please could you mention other carrier services impacted ?

… or can the problem be reported more exactly ?

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I wrote here

my situation.
I just try to reset the eSIM but now I can’t reinstall. The errors, after the QR code, is that my eSIM is alredy in the phone, but it is not.

Screenshot_20241229-135707_Manager SIM
Screenshot_20241229-135707_Manager SIM1080×2340 120 KB

1 Like
12

I have created a track of the bug here: eSIM don't works anymore after A14 (#8442) · Issues · e / Backlog · GitLab

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Not sure if APN is the problem, for one FP4 user who upgraded it worked

14

/e/ OS: 2.6.3-u-20241217455359-official-FP4

I’m also having this issue now. I’m a US user on the Murena network. After the OTA OS update it initially was a lack of mobile data but SMS and calls still worked. After toggling the eSim slider on and off to try and address the issue the eSim no longer works at all. I also can’t seem access the APN settings since that option on the menu isn’t selectable anymore. Trying to re-install the esim failed as well. I sent an email to the help desk but I don’t know how to address this issue. Any help would be greatly appreciated.

Screenshot_20241229-104644_Settings
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2.6.3-u-20241217455359-official-FP4

FairPhone 4 in the US purchased through Murena.

eSIM from Mint Mobile (which is a T-Mobile MVNO). I do not have a physical SIM to try.

I don’t know what the previous version of eOS II was on was, but it was working before the update.

16

I have taken the liberty @ccgauvin94 of including a short version of the above in @jobal’s backlog Issue 8442, Post #12, due to the difficulty to Report an issue.

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17

Same problem with my esim and Fairphone 4 and e/os. Yet another major issue that will take a few months to solve???

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Perhaps you could add your report to eSIM don't works anymore after A14 (#8442) · Issues · e / Backlog · GitLab

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Problem before the last update: cannot use the physical sim and the esim at the same time (two different providers)
So I switch off one of them several times a day… :disappointed_relieved:
Since last update (December 17), i cannot switch on the esim. “something wrong during switch off”, they say.

Screenshot_20241230-113952_Paramètres
Screenshot_20241230-113952_Paramètres1080×2340 67.2 KB

In fact, Si didn’t receive any message when i was switching off.
How can i restore my esim? Delete and install it again? When I’m reading these messages, i’m hesitating :sob:
I need my phone! Please help :weary:

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20

Thank you for your reply to my post in your other thread.

From the other reports on the forum and on the issue tracker already linked, it may prove necessary to provide some special advice, or even some special update.

Please try to follow my earlier suggestions (as far as you can and tell us anything you cannot do) in order for developers to provide the fix which you clearly need.

Especially we need to fully define the build affected.

I now see from your post here that your build is

About phone: FP4.
/e/OS version: 2.6.3-u-20241217455359-official-FP4

1 Like