Core Points - China Mobile Xinjiang Company issued an apology regarding the "protective shutdown" incident involving a customer's phone after returning from abroad [1] - The shutdown was triggered by the system detecting risks associated with the customer's number on September 19 [1] - Due to overseas network issues, two warning messages sent prior to the shutdown did not reach the customer [1] - After the customer returned to China on October 5 and contacted customer service, the request for reactivation was initially denied due to the number not being registered in the customer's name [1] - Following multiple communications, the company confirmed the customer was indeed the registered owner and assisted in the lawful reactivation of the number [1]

Core Points - China Mobile Xinjiang Company issued an apology regarding the protective shutdown of a customer's phone after returning to China, citing system risk assessment as the reason for the shutdown [1] - The company acknowledged communication issues, including the failure of two pre-shutdown reminder messages to reach the customer due to overseas network problems [1] - The customer faced difficulties in restoring service due to the number not being registered in their name initially, but the company has since assisted in the legal restoration of the number [1] - The company recognized internal issues such as poor cross-province coordination and insufficient proactive service awareness, which caused inconvenience to the customer [1]

Core Points - China Mobile Xinjiang Company issued a statement regarding the "protective shutdown" of a customer's phone after returning to the country, indicating that the shutdown was due to a risk assessment by the system [1] - The company noted that two warning messages sent before the shutdown did not reach the customer due to overseas network issues [1] - After the customer, Mr. Li, returned to China on October 5 and contacted customer service, the request for reconnection was initially denied because the number was not registered under his real name [1] - Following multiple communications between the company and Mr. Li, he confirmed that he was indeed the registered owner of the number, and the company assisted him in legally restoring the service [1]

Core Viewpoint - China Mobile Xinjiang responded to the recent controversy regarding users' phones being "protectively shut down" after returning to the country, clarifying the circumstances surrounding the incident [1] Summary by Relevant Sections Incident Details - On September 19, a user's phone number was flagged by the system as having risks, leading to its shutdown. Due to overseas network issues, two warning messages sent by China Mobile did not reach the user [1] - The user, Mr. Li, attempted to reactivate his number on October 5 but was unable to do so because the customer service could not verify his identity as the registered user [1] Company Response - China Mobile Xinjiang stated that they have communicated multiple times with Mr. Li, who confirmed that he is the registered user of the number. The company has since assisted him in legally and compliantly reactivating the number [1] - The company acknowledged issues such as poor cross-province coordination and insufficient proactive service awareness during this incident [1]

Core 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]