I just got a Fairphone from Murena, I signed up for a monthly service plan, my phone number was ported away from my old carrier and my service with murena isn’t starting. I have no information and I currently have no phone because the old one doesn’t work and the new one doesn’t work.
Does murena have a phone number for help? What do I do?
Regain your privacy! Adopt /e/OS the deGoogled mobile OS and online services
Hi @revtony welcome to the /e/ forum, sorry to hear of your experience, I hope it resolves quickly.
I don’t know of a phone number but you should use the contact us section at the foot of the above link with the heading A Murena Mobile plan.
Yes, I did use that contact page and sent a message, but it seems responses take days not hours. I’m not getting any reply whatsoever. Do I have phone service or not? If so, when. Simple questions Murena should be able to answer. I’m beginning to think switching to you was a BIG mistake.
Maybe @Manoj can check it with the helpdesk?
From other peoples post, it looks like they missed some mails 
not sure what was going on.
Same thing is happening to me. Murena sounded so great. But I should have known better that when it sounds too good to be true it usually is. So far, it seems like Morena is waste of time and I imagine the same lack of communication that is failing to provide help with connectivity will be just as mute about getting a refund for a phone I can’t use. What a horrible experience.
Be patient all will be fine
While you wait for /e/ support It might be worth asking you, @revtony, which /e/OS version was delivered with your phone ?
Please check
Settings > About phone > tap Android version > /e/OS version.
Now if you long press /e/OS version the version will “Copy to clipboard”. Please can you paste it here.
It’s not a simple thing to jump over to a de-googled phone in one fell swoop. A lot of this stuff is not commercial. Most of the software development is open source and done by volunteers.
Murena is a small organization that doesn’t have a big support staff. Using them as your carrier can be frustrating if you have problems. However the Fairphones are good and /e/os can usually do the job as long as you don’t have special requirements. /e/os can not do everything Google Android can, but it can function well for the basics. It’s the cost of divorcing yourself from big tech like Google and Apple.
Likely the problem you’re having now is due to the phone failing to automatically configure the network access point, that happens sometimes. You can go into SIM settings and manually configure it.
If you’re in the USA I would recommend you go to T-mobile. They have good network support for all phone makes and good prices for plans. If you select one of their upper tier plans they’ll give you a phone for free when you sign up (and a nice one too). Or you can go with a basic plan if it suits you and buy a cheap phone, they have some really cheap phones. Alternately you can buy a phone elsewhere and they’ll activate it for you.
Ask for a physical SIM that way you can just pull the one out of the T-mobile phone and pop it in your Fairphone. Use the T-mobile phone as your primary and once you get things all worked out you can switch over to the /e/os phone as your primary.
Personally I’m in the process of switching over. I have an /e/os phone that’s working well, but my primary phone is still Google Android. I have some things to work out before I drop Google.
2.7-u-20250109460370-official-FP4
Thanks, I asked because of this situation eSIM Activation Error - Murena Mobile. This affected 2.6.3-u-20241217455359-official-FP4 and there was a fix for 2.7-u, so this is is almost certainly not a part of your issue.
It is not obviously mentioned but did you get an eSim. It could be an APN issue 
Which would be a terrible issue given the situation.
No I do not have an esim, which Murena says will be delivered by email upon purchase of a phone service plan
May I ask when deactivation, etc. was?
Are you saying that you did not yet purchase a plan?
If yes, please check out this advice Murena Mobile disaster, please helpfai - #22 by Jets
I received confirmation that my number was ported from the previous carrier at 10:30 a.m. now 6 pm
What happened to me is they never gave me the e-Sim. I got an email saying my phone would be turned off if I didn’t pay for the next month, and with that there was a link to my e-Sim. Then it worked.
Manoj did help!
I think they are well intentioned but understaffed.
I’ve had a few times when I had to add information about the Access Point Name. I looked it up online and it worked!
Good luck.