Heaptalk, Jakarta — iPhone users with XL SIM cards reportedly complained about being unable to access iMessage and FaceTime features.
This issue came to light after an XL Axiata customer with the initials Bertustustus complained on social media. In a video uploaded to Instagram reels, he shared that his contacts could no longer reach his XL number used for iMessage.
In the video, Bertustustus also recorded his conversation with customer service. He revealed that his XL Axiata Priority number could no longer be used for FaceTime video calls on his iPhone. The customer service explained that the XL Axiata number has been unusable for iMessage and FaceTime since April 24. However, the date listed on the official XL Axiata page is April 1, 2024, which differs from the date mentioned by customer service in the video circulating on social media.
Responding to these complaints, Reza Mirza, the Group Head of Corporate Communications and Sustainability at XL Axiata, stated that XL Axiata customers are currently directed to activate iMessage and FaceTime using email. “For now, XL users who want to activate iMessage and FaceTime are directed to use email,” explained Reza in a written statement. However, he did not explain why the company made this policy decision.
iPhones’ inability to access iMessage and FaceTime is not a recent issue; a similar incident occurred in 2019. XL immediately resolved the issue, allowing iPhone users to use the features again. In the present case, it is unknown when iMessage and FaceTime will be usable again for XL customers.
