recently
Ms. Zheng, a China Telecom user, to
The reporter of "China Consumer Daily" reflected
She can't make or receive calls at home
I can't send or receive text messages
But as soon as I left the house, it returned to normal
What the hell is going on?
The reporter launched an investigation into this
Telecom users complained
I can't make calls or receive text messages at home
In mid-September, Ms. Zheng, who lives in a community in Kandan Street, Fengtai District, Beijing, told reporters that in the past month, the mobile phone she used was very unsmooth when answering calls at home, and the signal was relatively poor when she made calls. The mobile phone card service operator she uses is China Telecom.
subsequently
The reporter is in the community where Ms. Zheng lives
Use a mobile phone with the same operator as China Telecom
Field verification was carried out
Call test
Indoors, the reporter called China Telecom's customer service hotline five times, but the mobile phone showed "unable to connect to the mobile network".
SMS test
The reporter sent 3 text messages to China Telecom's customer service phone, and the page popped up "Currently unable to send information, will be sent after the service is restored", and after a period of time, it shows "not delivered".
When the reporter buys goods online, the mobile phone can use the network service normally, but the deduction information of the bank card that has opened the SMS reminder service did not receive the relevant SMS reminder after payment.
After the journalist left the complex
Make calls and send and receive text messages from your mobile phone
All returned to normal
Base station optimization is causing problems
The user's mobile phone must support the HD call function
Otherwise, usage may still be affected
Why indoors
Can't make or receive phone calls and text messages?
The reporter called the telephone customer service of China Telecom in Beijing, and the customer service said:
The coverage of the base station near the area is not particularly ideal, and it is necessary to coordinate and optimize and strengthen the network coverage, and the difficulties encountered in making and receiving calls and sending and receiving text messages are caused by the optimization of the base station in the area. At present, the signal base station is still being optimized, and the specific solution time cannot be estimated, "waiting for the mobile phone communication function to return to normal at home means that the optimization is completed".
Ms. Zheng told reporters that in the past more than one month, she has not received a notice from China Telecom on matters related to base station optimization.
The reporter sent an interview letter to China Telecom Beijing Company by fax, and then received several calls from the company's staff, and conducted signal tests with the testers at the designated location. On October 10, China Telecom's customer service staff in Beijing called reporters and said that at present, the optimization of the base station in the area involved has been completed and the test network signal is fault-free.
The customer service staff also said that the outdoor base station was upgraded according to market demand, and not all the upgrades were completed at one time, so there was a situation where some areas could use telephones and some areas could not be used.
The customer service staff suggested that the reporter first contact the Shanghai Telecom customer service of the mobile phone number to confirm the opening of the high-definition call service of the mobile phone number, and then insert the mobile phone card into the terminal that supports high-definition calling and turn on the function, which can be used normally. If you confirm that the HD calling service of your mobile phone number is enabled but cannot be used normally, you need to consider changing your mobile phone.
Base station optimization
The operator shall inform the user in advance
Wang Jiucheng, the chief lawyer of Beijing Li Dao Law Firm, said in an interview with reporters that Article 35 of the "Telecommunications Regulations" stipulates: "If a telecommunications business operator affects or may affect normal telecommunication services due to engineering construction, network construction and other reasons, it must promptly inform users in accordance with the prescribed time limit...... Where telecommunications services are interrupted due to the reasons in the preceding paragraph, telecommunications operators shall correspondingly reduce or exempt users' fees during the period of interruption of telecommunications services. Where telecommunications operators fail to promptly inform users of the circumstances provided for in the first paragraph of this article, they shall compensate for the losses caused to users. ”
Wang Jiucheng believes that in accordance with the above regulations, base station optimization operators should inform relevant users in advance. If the person concerned does not receive the relevant reminder or reminder, the operator's service is insufficient. Before the optimization of the base station, the mobile phone of the party could be used normally indoors, but now the same mobile phone is affected and cannot send and receive text messages indoors, which should be said to have caused inconvenience to the party.
If the cause of this inconvenience is a problem with the quality of the telecommunication service, it shall be liable for compensation; If the low-version mobile phone is eliminated due to technological upgrades, how the cost should be shared is not clearly stipulated in the current law. However, as a provider of basic public services, operators should have sufficient technical forecasts and corresponding business plans for this, so as to fully protect the legitimate rights and interests of consumers.
Reporter's note: Base station optimization cannot ignore the rights and interests of consumers
The mobile phone could not make calls and send and receive text messages normally in the affected area, but it could be used normally in other areas. The reporter called China Telecom's customer service in Beijing many times and asked whether it was necessary to change the card or mobile phone, and the reply was that there was no need to replace it, and he waited patiently for the base station optimization to be completed. The result of the optimization requires the user's mobile phone to support high-definition calling, which undoubtedly increases the threshold for consumers. Telecommunications companies should inform the users who may be involved in advance and clarify the solution to protect consumers' right to know. In addition, how to ensure the convenience of consumer use while upgrading the base station is also a problem worth exploring.
Operators upgrade communication technology may cause the elimination of some old mobile phones, which will undoubtedly cause inconvenience to users who are still using this kind of mobile phones, but if they do not upgrade communication technology, it may make consumers unable to enjoy the consumption experience brought by technological progress in a timely manner, and it is not conducive to technological progress and innovation. Therefore, how to promote the application of new technologies and protect the legitimate rights and interests of a small number of consumers requires telecom operators to comprehensively consider the commercial costs and concessions to consumers, as well as the humanistic care for consumers, so that public services can realize the basic function of serving all consumers.
Produced by the New Media Editorial Department of China Consumer Daily
Source: China Consumer News · China Consumer Network
Reporter/Ducco
Editor/Li Xiaoyu
Producer/He Yongpeng, Ren Zhenyu
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