Support
From FON Wiki Beta
Getting email support
If you didn't find an answer to your question neither in the FAQs section, nor in this Wiki (check out the 'known issues' page) or in the FON boards, or you have an issue that only the support team can help you with, please contact us using the 'contact form'.
Some advice: You will get a confirmation email with a incident number (in the format [080812-000345]). If you refer in the future to this question, please provide that incident number. If you want to add any information or cancel the incident, please reply to the confirmation email. We can't avoid some of our answers to be classified as SPAM by some email providers, so please have a look to your SPAM folder in the following days.
We try to give you support the quickest we can. Keep in mind, that most of our stuff is located in Madrid and we may have different bank holidays. Normally we are reachable from Monday to Friday.
Remark: We offer support in the following languages...
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Please use the language you feel more comfortable in. No language will have preferential treatment. Many of our 'Supporters' are answering in different languages and will handle their asigned incidents chronologically. If you have country specific issues (like special settings for a specific ISP) the support members attending that specific language will have much more knowledge. The incidents are assigned according to the used language.
Helpful for a quick processing of your questions
- If you don't use the email which is registered with FON (your FON account), please add this information in the text field.
- If you're experiencing problems with your La Fonera, please provide us with the 'Mac ID' (you find it on the bottom of your router or in your user zone (MyFON).
- Having any problem related with FON day passes, provide your PayPal/Click&Buy account (email) and the transaction ID of the purchase. Concerning 1-hour SMS passes we need your mobile phone number (including international prefix), the mobile phone provider, the number to which you sent the SMS to and the hour/date.
- For any request concerning delivery, the FON invoice number (I-EU-.../I-US-...) is needed. It has been shown to you at the end of the order process, and you find it in the PDF attached to the order confirmation email.
- Screen shots are really helpful to identify a problem. If possible, document your request with such a screen shot (i.ex. error messages, the 'Status Page' of the La Foneras Managment Console, or any problem at the website).
The Support Team
Luis
Hello, my name is Luis Hernández and I'm part of FON support team. I'm taking care of English Speaking (or English writing at any rate) Foneros. I'm a computer engineer although my work has been always related to support (Except for my early volunteer work in NYC).
David
I'm the most veteran Customer Support tech in Fon, I can answer your questions in English and Spanish, and I also manage customer feedback, bug reporting and retailer orders. Born and bred in Madrid, I have more than 15 years experience on IT departments, mostly on multinational and telecom companies, from field support to customer care to server monitoring.
Some words that describe things I like, in no particular order: skateboarding, hardcore music, Futurama, Sci-Fi, history, mobile technology, cats, photography, travelling, gadgets, playing with my band...
Axel
Hi, my name is Axel Schlaefer and I'm taking care of our German Foneros. I grew up in Madrid and lived for 15 years in Munich, Germany, before I came to FON in 2007. You may get in touch with me, if you write in German, English or Spanish.
I adquired my knowledge 10 years as IT admin and consultant for several small and big companies. Networks are my passion - so FON is perfect for me. FON offers an exciting challenge in a international team. Our effort is making FON a bit better every day.
...one more thing: We understand that you may be hacked off or frustrated sometimes - anyone has those moments! But keep in mind: ...what goes around comes around...
It's also a nice gesture to start a question with a short 'hi' or 'hello' and end with a name ;-)
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have FON! |
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share your WiFi|Join FON! |
Inouk
My name is Inouk, I'm taking care of our Neuf Amigos and of the French-speaking Foneros from all over the world.
I lived in Canada, France and Argentina before moving to Spain in 2007. Enthusiast Ubuntu user, I'm convinced that open source softwares will enhance more and more products in coming years. So if you're running Ubuntu, Debian or even LFS don't feel ashamed to say so ! Really it would often help me to know what OS you are using ;-)
I speak Spanish, French and English as well as some German and Japanese. Check out my user profile on the Wiki !
Sergio