Core Viewpoint - The incident involving a customer whose phone was "protectively shut down" after returning from Nepal has raised significant public concern, prompting the company to investigate and address the situation [1][2][5]. Group 1: Incident Details - On September 19, the customer's phone number was flagged as risky and subsequently shut down due to system detection [1]. - The customer, Mr. Li, experienced difficulties in restoring service upon returning to China on October 5, as he was unable to complete the necessary verification due to network issues and service availability [5][6]. - The company acknowledged shortcomings in cross-province coordination and service responsiveness during this incident, leading to customer inconvenience [1]. Group 2: Company Response - The company has formed a special team to investigate the incident and has communicated with the customer to confirm his identity as the registered user of the phone number [1]. - The company expressed gratitude for media and customer oversight and committed to improving service processes and response times to customer needs [1]. - The company reiterated its commitment to customer service by implementing ten service promises aimed at enhancing emergency response and overall service quality [1]. Group 3: Regulatory Context - The incident is linked to the enforcement of the Anti-Telecom Network Fraud Law, which mandates telecom operators to conduct re-verification of users flagged for suspicious activity [6]. - The company stated that the shutdown was a precautionary measure to protect users from potential fraud, with notifications sent prior to the action [5][6].

Group 1 - The core issue revolves around a user, Mr. Li, whose mobile number was "protectively suspended" upon returning to China from Nepal, leading to significant inconvenience during his travels [1][3] - China Mobile Xinjiang stated that the suspension was due to a system-determined risk on September 19, and the user did not receive prior notifications due to overseas network issues [1] - After Mr. Li returned on October 5 and attempted to reactivate his number, he faced difficulties because the number was not registered in his name, despite later confirming his identity [1] Group 2 - The incident gained public attention as Mr. Li described his challenging experience of being stranded in harsh weather conditions without phone service, which left him feeling desperate and hungry [3] - China Mobile Xinjiang acknowledged internal issues such as poor cross-province coordination and insufficient proactive service, apologizing for the inconvenience caused to Mr. Li [1]