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How can I get support for a Fonera router?

Fon offers a complete self-service support option defined as Help center, accessible from anywhere anytime at support.fon.com.

If you can’t find an answer to your question, you can contact Customer Care creating a support ticket (to which you can attach documents to add details, such as screenshots and HAR files). You will immediately receive a confirmation email that your ticket was created.

An answer will be provided by email, or you can also log in to your support userzone to check the status of your inquiry. A follow-up of solved tickets can also be created form there. 

Support is provided Monday to Friday, 9:00 am - 6:00 pm (GMT+1), via support ticket exclusively.

Excluding Spanish public holidays (Jan 6th, Mar 20th, Apr 13th and 14th, May 1st, 2nd and 15th, Aug 15th, Oct 12th, Nov 1st and 9th, Dec 6th, 8th and 25th), when the Customer support team will respond to your email upon their return.

 

Help center

Our Help center is available online at support.fon.com:

Fon Help center is composed of 3 main categories, to support 3 different products/services. Please click on the category called "Fonera" to get access to support documentation to operate your Fonera router:

This category is addressed to owners of a Fonera. The sale of Fonera was terminated in November 2015, but support contents such as installation/configuration instructions are still available for Fonera model FON2412 as all units are covered by a 2-year warranty from the date of receipt of the product. Owners of older models will have access to manuals only.

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Creation and follow up of a support ticket

If you cannot find an answer, you can also submit a request to our Customer support team creating a ticket, clicking on the orange "Submit a ticket" link at the top right corner of any category, section or article page view:

Fill in the form that appears after clicking the link, providing as many details as possible about the type of request, and providing the MAC address of your Fonera and the invoice number (in case your request is warranty related):

 

Once you submit your inquiry, you will receive a confirmation email to the email address previously introduced in the field "Your email address", with information about response times for example.

Tickets have a 3 stage life cycle, as described below: 

  • Open: this status is assigned to your ticket when it is created and awaiting for an agent to provide an answer.
  • Awaiting your reply: this status is assigned to your ticket when an agent has provided a reply and is awaiting for you to read it, and if necessary, to answer it.
  • Solved: this status is applied to your ticket when you did not provide an answer to the agent, considering the issue does not require your attention any longer. 

If the reason why you did not provide an answer to the agent was only due to a lack of time, or you wish to update the ticket with additional information, you can still create a follow up of the ticket

To do so, click on the ticket you wish to update and on the link "Create a follow-up" at the bottom right of the ticket.

Then, select the form that applies to your situation, Fon members, as the inquiry is related to the ownership of a Fonera.

Finally, complete the remaining fields and click on the "Submit" button.

The follow-up of your request has been successfully sent to our Customer support team. You can edit the ticket at any time if needed.

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