Xin Lang Cai Jing·2025-10-16 07:58Core Points - China Mobile responded to the incident involving a customer, Mr. Li, whose phone was "protectively shut down" upon returning from Nepal, citing risk detection as the reason for the shutdown [1][3] - The company acknowledged issues in communication and service efficiency during the incident, leading to inconvenience for the customer [1] Group 1: Incident Details - Mr. Li's phone number was flagged for risk and subsequently shut down on September 19, with the company unable to deliver warning messages due to overseas network issues [1][3] - Upon Mr. Li's return on October 5, he was unable to reactivate his number due to it not being registered in his name, despite him being the actual registrant [1] Group 2: Regulatory Context - The incident aligns with the provisions of the Anti-Telecom Network Fraud Law, which mandates telecom operators to re-verify the identity of users flagged for potential fraud [3] - Operators are required to implement differentiated verification measures based on risk levels, with the authority to restrict or suspend services for non-compliance [3] Group 3: Company Response - China Mobile expressed regret for the inconvenience caused and committed to improving customer service and response efficiency [1] - The company plans to enhance its emergency service processes and uphold ten service commitments to better serve customers in the future [1]