FP6 + e/OS Modem Firmware (MMI) Bug: Stuck in a Support Loop Between Murena, Fairphone, and Qualcomm

/e/OS Devices
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1

my new FP6 + e/OS 3.4 consistently fails to exec network MMI codes; as a result, can’t set CallForwarding.

it’s a big deal – call forwarding is a regularly-used, common requirement; setting it and changing it.
i understand not everyone feels the same.

for better or worse, i’ve chosen to work the issue – filing bugs/issues @ Murena, Fairphone, and Qualcomm.

so far, no progress that’s been shared with me from Murena beyond an ACK of the problem (a known issue), complete radio-silence from Fairphone official support, and confusion from
Qualcomm …

but, i’ve now come across two other new FP6 owners having this same issue – inability to set Call Forwarding.

so, i’m posting this as info so others that bump into the same/similar issue can make their decisions as needed, or avoid them in the first place.

neither’s interested in slogging through a fix with vendors that don’t respond; they just want working phones.

one’s returning it within their 14day window, or trying to – they’re still waiting on any response, so i’m told.
the other missed the window – and is hoping to sell the FP6.
for the same price range, both are planning to get a ‘flagship’ from another vendor, instead.

i’ve posted summary @

"FP6 Modem bug; MMI codes don't exec; Stuck in a support loop -- between Murena, Fairphone & Qualcomm -- "

( https://www.reddit.com/r/fairphone/comments/1qv7ewo/fp6_modem_bug_mmi_codes_dont_exec_stuck_in_a/ )

which points to the bug at Murena Gitlab

[BUG] [FP6] Network MMI Command Failure for Call Forwarding due to Modem/RIL Firmware Issues (#9169) · Issues · e / Backlog · GitLab

; as mentioned above, that’s gotten an acknowledgement, and that the bug’s a known issue.
but, so far, no activity – either in local code, or – more importantly – contact to Fairphone devel – that i’m aware of.

there’s also an informative discussion i found useful (tbh, wish i’d bothered to find/look before my purchase) at

Was ordering the FP6 a mistake + FPOS vs e/OS - #41 by got-a-FP5 - The Products - Fairphone Community Forum

To be fair, these communities are quite friendly & helpful; e.g.

Reporting Fairphone6 firmware bugs -- where to report? - The Industry - Fairphone Community Forum

but as pointed out

"As fellow users we indeed can’t help you except pointing to https://support.fairphone.com/ which is how Fairphone as a company wants to be contacted."

is understandable.

with some luck & actual atttention to code from Fairphone, and Murena in contact with them, this will hopefully get fixed. soon.

we’ll see.

EDIT:

Latest from Murena on this:

"…
We discussed your request with our internal teams. This is an issue that must be addressed by the hardware manufacturer. Our device team confirmed that they have discussed this matter with Fairphone in the past and will contact them again. However, we cannot decide whether, when, or how this issue will be worked on.
… "

Fairphone says it’s Murena’s responsibility, then is otherwise silent.
Murena says it’s Fairphone’s responsibility, and is noncommital.

progress or problem ? you be the judge …

EDIT:

Double-checking what’s in print,

Fairphone announced that their sole/exclusive partner in the US market is Murena:

Murena and Fairphone in the US
( https://support.fairphone.com/hc/en-us/articles/16674972235537-Murena-and-Fairphone-in-the-US )

“…
We are thrilled to offer a selection of Fairphone’s ethically produced and repairable devices to customers in the United States, exclusively through our partnership with Murena.
…”

Then repeatedly emphasizes that support is a Murena issue:

"
…
For any support or warranty inquiries regarding Fairphone devices purchased through Murena.com in the U.S., please contact Murena directly.
…
For any Fairphone device bought through Murena, please contact Murena for support and inquiries. Even though it is our Fairphone device, different warranty conditions apply to customers in the U.S.
…
Is your question not answered here? Please contact Murena for more information or help.
…
Who should I contact if I have a problem with my Fairphone device (hardware or software)?

Please contact Murena support, as they have the expertise and experience with the US network situation, and take care of all the after-sales care as you purchased via them.
…
"

What’s increasingly troublesome here is that this is a known issue – acknowledged as real, and previously discussed between Fairphone & Murena.

yet, ‘they’ – both companies – chose knowingly to ship the product in this non-functional state.

and, now, seemingly can’t decide who’s responsible.

2

it’s ultimately a carrier feature that doesn’t have much users outside business. I understand you asking who needs to take ownership, but I do see it as fringe issue for end consumers.

I’d probably try to look for a voip business provider (with call forwarding features) that can do fcm/apns push in the tethered softphone app. That would give you web console management (and reliable incoming calls).

3

it’s ultimately a carrier feature that doesn’t have much users outside business.

fringe? business-only? well, that’s certainly an interesting opinion. of course, you get to have your own, too.

a buggy phone is a buggy phone.
this is a known bug, in a shipping phone.

FP are certainly interested in carrier relationships – for the $$$. Unclear what Murena’s doing. Both make it clear that they ‘work best’ on TMobile networks, but certainly do mention other carriers.
i guess we’ll see what those carriers will say to a manufacturer whose phone doesn’t function correctly on their network, as that will generate support issues for them.
and whether they’d ‘bite’ on a “meh, never mind about that! it’s a fringe issue!” pitch … at least in the US market.

the ‘workaround’ makes little sense for my interests.
spending $800+ for a ‘fair’/‘repairable’/‘de-Googled’ phone is a fine idea … but only if the phone works at basic/common tasks.
but certainly not worth the premium/tradeoff when $200 phones do work.

4

well, this is … special. Murena, for their part, just ‘locked’ the bug

**

> “The discussion in this issue is locked. Only project members can comment.”

**

5

the replies in the issues are well intentioned. It’s not something they’re capable of on a whim. I guess you need to accept that and make use of your warranty or return policy.

You filing the issue might move things, but more on a glacial time frame.

Carriers are best when being dumb transport, otherwise they’ll keep you hostage in their acronym forrest. Emergency calls is probably the only critical component.

6

make use of your warranty or return policy.

yep, when one’s locked out of participation, seems like legal recourse is the only recourse.

rather ironic, given the marketing pitch. but, oh well.

they’ll keep you hostage in their acronym forrest

unclear how that’s particularly different than being “held hostage” in a “lack of support forest” …

7

imo you got support, just no solution. Non working MMI codes will not stay the only thing questioning a 800$ expenditure and require other workarounds.

the marketing pitch will never say it’s a 80/20 buy in.

8

sounds like the situation works for you.
glad to hear.

9

using a companion phone to set call forwarding isn’t the worst idea - Call forwarding fails - #6 by mlx

10

certainly doable.
but as i move around, and want to forward to a new #, not going to carry around a ‘companion’ phone.

a far better option is getting a phone that works and not having to play such games.

my preferred option is to have the vendors/support engage – and commit to fixing the problem they new existed and didn’t fix before shipping.

doesn’t look to be happening; in fact, they’re battenting down the hatches, and finger pointing elsewhere.

we’re not talking about ‘Angry Birds PRO’ not working on the OS because it’s Google-ified. this is phone firmware.