中国移动致歉

10月16日，中国移动新疆公司发布《关于客户回国后手机“被保护性关停”的情况说明》：

China Mobile's Xinjiang branch issued a statement on Thursday addressing public concern over a customer's phone number being "protectively suspended" after returning to China from Nepal.

10月11日，媒体报道《男子从尼泊尔回国，手机遭“保护性关停”8天仍未恢复》，引发网络热议。对此，我公司高度重视，迅速组建专项小组开展核查。

经核查，9月19日，李先生使用的号码被系统判定存在风险导致关停。由于境外网络原因，我公司发送的两条停机前提醒短信并未成功触达。10月5日，李先生回国后拨打10086要求复通，因客户表示该号码非本人实名登记，客服无法为其完成在线视频复通。后续至10月16日期间，我们多次与李先生沟通，客户确认自己为该号码实名登记人。目前，我们已协助客户依法合规完成号码复通。

在此期间，我公司存在跨省协同不畅、主动服务意识不足等问题，给李先生生活带来不便，对此我们深表歉意。

The company said the number had been automatically flagged as a potential risk on Sept 19, and alert messages failed to reach the user due to network issues abroad. After returning on Oct 5, the customer contacted China Mobile but initially provided inconsistent registration information, which delayed verification.

China Mobile acknowledged issues with cross-provincial coordination and service response, apologized to the customer, and pledged to improve.

据红星新闻此前报道，近日，第一次出国旅行的李先生在网络发文称，从尼泊尔回国时手机突遭“保护性关停”，在零下几度的路边冻到崩溃，引发热议。

李先生回忆，自己身上也没有人民币，此次徒步行李带的少，身上只穿了一件冲锋衣。“我站在街上当时挺绝望，手机打不出去电话，付不了账。我又很饿，呼呼的风刮着我的耳朵。”

Li, who was traveling abroad for the first time, shared online that his phone was suddenly deactivated upon returning from Nepal. Stranded in freezing temperatures without cash, he said he felt desperate: "I couldn't make calls or pay for anything. I was hungry and standing in the cold with only a jacket."

李先生称，他询问中国移动客服得知，为了防止其被电信诈骗，手机号被进行了“保护性关停”。客服告知他要想恢复有三个方式，前往就近营业厅进行实名验证，也可以返回新疆办理，或者找光线较好的地方通过网上验证，“5日晚上太暗，网上方式解决不了，当地营业厅也已经停电关门。”

李先生对移动客服讲述了自己的困境，希望能把数据连接打开4个小时，“让我去吃顿饭、休息下，找车去下一个目的地就行。我又没有违规操作，手机还扣着月租，但对方就是处理不了。”

Li said China Mobile suspended his phone as a precaution against fraud and offered three ways to reactivate it: visit a local outlet, return to Xinjiang Uygur autonomous region, or complete online verification. "It was already dark that evening, so online verification didn't work, and the local store had closed," he recalled, adding that his request for a brief reconnection to buy food and arrange transport was denied.

来源：中国新闻网 中国移动新疆公司 红星新闻

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