Sometimes international roaming isn't activated even though they think it is. The glue between the two computer systems basically comes "unglued." You need to call international customer support . Their number is +1-916-843-4685. If you give them a number in France, they will call you right back so you are only out a one minute call. Alternatively, if you have good internet access, download Skype and sign up for an account. You can call US 800 numbers for free. Their 800 number is +1-800-331-0500.