Same issue here. I spent over 8 hours with tech support. In the end, they determined that I can not use the feature because I am a native new mexican. No joke. When I asked why, I was given a physical address for some committee and told I had to hand write them a letter and mail it, and they couldn't do anything else to help. The world's biggest telecom company said either buy a stamp or just forget about it because of where I was born. I wish I was making that up.
After 11 years. My family and I are 100 gone from this company the day my contract is up.