Factime Inactive.

Received an I phone 6 Plus for my 60th birthday while visiting in the UAE. Get back to South Africa and find Face Time inactive. Internet research reveals it is banned in UAE but can be "jailbroken" to make it work. Called Apple support who say it cannot be activated as a hardware embedded issue.. Really?

My question therefore is "How can a 3rd party do it via "jailbreak" - whatever that means... and Apple cannot?

Maybe one of the knowledgeable members here can explain this to me because I cannot fathom it.. I checked the box and no-where does it say there are de-activated features..