Face time Disappeared

Question

Face time Disappeared

Hi All [ Apple company]

I had a very strange problem and I am not happy from the
service at all,

I used to have IPhone 5 bought from Egypt which have no
restriction on any application, when I visited the UK at Nov 2014 change sim
from Egyptian to British and received software update, after finishing the
update the face time disappeared but when I returned to Egypt and change
British sim with Egyptian sim and received another updated it appeared again.

When I returned to the UK again in Feb 2016 and changed
Egyptian sim with British sim and received another update face time disappeared
again and spend more than 6 months without FaceTime then changed my phone to
IPhone 6 [IMe:359286069655944] which I received it as a present contains
FaceTime after switching to UK sim so the face time disappeared again.

I called hotline and insisted to reach high level customer
service and reached to him after long time [Zach Dalakas] and I spend about 2 hours with him on
phone and showed him life how FaceTime disappeared when putting UK sim and how
it appeared again after putting Egypt sim and he took a lot of screen shots he
promised me to receive update within 2 days and I received nothing.

When I called again the hotline after 7 days and insisted to
talk to high level again [lee
Thomson] he told me that Zack is away for a sick leave and he will try
to support the then he shocked me by the reply of the technical team.

This is a bug and needs to be fixed and the technical team
they did not spend much time to check the case and solve it.

I need to raise new complain with new case
ID not telling me the feedback received from the Case No.100086760086.

I
am totally unhappy from this treatment I received and need to raise me complain
again to higher level with new request number to be investigated.

iPhone 5, iOS 6.0.2

Posted on Dec 22, 2016 2:56 AM

Reply

Answer 1

AKRBTN

Level 6

8,335 points

Dec 22, 2016 4:16 AM in response to mohamed mohie

There's no-one here from Apple. This is just a user-to-user support forum. So no-one here can take this forward.

Reply

Answer 2

Niel

Level 10

727,481 points

Dec 22, 2016 6:27 AM in response to mohamed mohie

On iPhones originating from Egypt, FaceTime is tied to the SIM card, and won't be available on networks in Turkey, Israel, Saudi Arabia, the United Arab Emirates, or anywhere outside the Middle East.

(146888)

Reply

Answer 3

FelipeV

Level 6

10,666 points

Dec 22, 2016 6:39 AM in response to mohamed mohie

Are you complaining because of:

The service you got from Apple,

or

Because you think your iPhone has a problem and it has not been resolved?

As to the first: There is no one from Apple here on this forum, and posting here about an issue that Apple has direct control is pointless.

As to the second: your Egyptian iPhone is working as it should. There is no bug as FaceTime is restricted on most phones in the ME and outright banned on phones sold in KSA and UAR.

So in essence, your problem is "solved".

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Answer 4

Dec 22, 2016 6:57 AM in response to FelipeV

Thank you for your relies I am frustrated from the service and my
problem still exists.

I am now living in the UK [outside banded areas] so it is a bug and should
be fixed for me and all the people.

I faced this problem in both IPhone 5 and IPhone 6.

I am making formal complaint and send it to Ireland because I am not happy
with the resolution.

I shared this problem to know it is personal problem or global problem.

Reply

Answer 5

KiltedTim

Level 10

196,155 points

Dec 22, 2016 6:59 AM in response to mohamed mohie

It is not a bug and Apple has no choice in the matter. If you want to make a "formal complaint", then complain to the government of Egypt in particular and the governments in the Middle East in general. They are the ones who placed this restriction on Apple.

Reply

Answer 6

Niel

Level 10

727,481 points

Dec 22, 2016 7:01 AM in response to mohamed mohie

An internal configuration file on the device is hiding it. This will apply to everyone using an Egyptian iPhone outside the Middle East and is intentional.

Unless the law in Saudi Arabia, the United Arab Emirates, and Pakistan is changed so that FaceTime is no longer banned, there won't be a fix for it. Even if it is, only a future iOS update would enable FaceTime on your iPhone.

(146889)

Reply

Answer 7

Dec 22, 2016 7:29 AM in response to Niel

I am sorry it seems that my problem is not clear,

I am now in the UK and having same problem in my old and new phone.

Face time appeared when I put Egyptian sim and disappear when I put UK sim
which is ridiculous.

Reply

Answer 8

Niel

Level 10

727,481 points

Dec 22, 2016 8:34 AM in response to mohamed mohie

It is clear. An internal configuration file on the iPhone will disable FaceTime on iPhones with AB or AE as their region code, unless overridden by the SIM card. Egyptian SIMs do this, but British ones don't.

There isn't any way for you to change the configuration file. In order to get FaceTime in Britain, you need to have an iPhone which originated from Turkey, Israel, or outside the Middle East.

(146891)

Reply

Answer 9

FelipeV

Level 6

10,666 points

Dec 22, 2016 9:41 AM in response to mohamed mohie

The problem is clear, but you seem to be unwilling or unable to understand the answer and accept reality.

Your "problem" is NOT a bug. It is restriction placed on Apple by ME governments who are allergic to FT for political, cultural, religious or other reasons. So your "complaint" to Apple is a non issue because there is NO technical or operational issue with your phone.

You have 3 options if you want to use FT like features on your phone:

1). Use some third party app that allows FT features and that is available to run on a AB or AE designated phone. (WhatsApp or Skype, to name a few)

2). Sell your current phone to some one in Egypt who only intends to use it in only Egypt or doesn't care about video chat, and use that money from the sale to buy a phone in the UK that does not have FT crippled (assuming you are now residing in the UK).

3). As others have stated, start a petition in ME governments to have the law changed and the FT restriction removed.

Whatever you decide, is it up to you and no one here or at Apple will be able to help you.

Reply

Answer 10

Dec 23, 2016 1:04 AM in response to FelipeV

Thank you for the time you spend in replying but I am sorry you are totatlly awey.

Which phone to sell IPhone 5 or Iphone 6.

ME Government law no need to be changed[Egypt and UK have no restriction on these application]

Finally See attached for my phone.

Reply

Answer 11

Dec 23, 2016 2:47 AM in response to mohamed mohie

Please read and understand the replies by Niel above. They explain exactly why you do not, and will not have FaceTime on that model of iPhone while using it in the UK. If FaceTime is an important feature for you, then you will need a new phone.

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Answer 12

Dec 23, 2016 2:56 AM in response to stedman1

Thank you for again for your reply,

I went to this thread of conversation to search for resolution to the
problem not to get recommendation for buying new phone I had an examples from my
friends with same phones[5/6] from same country and different countries and having FaceTime and working probably
that’s mean that it is a unique case and needs investigation and sorry for
saying your replies are far away from resolution but appreciated that you tried
to help,

Please I any one faces the same problem please reply.

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