Name phone number 13 already exists, and his owner hath not informed-IT information

"Why am I just a phone number, and registration time is 13 years ago? "Members of Mr WONG is a communications company's VIP customers, he recently told the newspaper claimed he had, in the course of a business, he stumbled on his name more than a phone number, and in charge.

Officials responded by saying that the number is yellow in 2013, to handle the change arising from the offer, "the number registered in Mr Huang's name was a number of transition, with the real-name system has little to do, so there is no risk of fraudulent use of. ”

Journalists combing found that high telecommunications consumer complaints in recent years, for many years at the forefront of all kinds of goods and services. City Council stakeholders recommended that telecom operators should take the initiative, establish smooth communication between the consumer and the interaction mechanism, and strengthen the education and training of telecommunications in China, to improve their ability and level of service.

User:

Number 13 I don't know

Since 2003, Mr Huang has been working in Foshan in the use of a communications company's calling card (tail number-6600). He said that because of business relationships, he almost had to spend thousands of Yuan per month phone bill, so the company's VIP customers. In 2012, Huang opened a secondary card number (tail number: 0006).

Recently, Mr WONG complained to Guangzhou daily reporter, a strange thing happened to him--in the course of a business, he accidentally discovered her name out of a phone number (tail number: 9496), and registration time displayed is in 2003. "I definitely didn't use this number, simply does not know what happened, and this number is in charge. "He said.

According to Mr Huang's business system screen display, the "product" column, shows two numbers, one tail number 0006, another is what Mr Wong said the number appeared out of nowhere (tail number: 9496). While the number of payment status? According to Mr WONG's screen in June 2016, tail number 6600 the number charged 872.29, tail number 0006 number buttons charge 6 Yuan, and tail number 9496 number charges 67 Yuan.

"Many out of 9496 number is registered in 2003, the number 13 is charged every month? "Mr WONG's doubts. He said that annoyed him most was the number appears now he knew nothing about.

In response to:

For replacement preferences in the Middle numbers

Huang encountered this "quirk", why not? In this regard, the Guangzhou daily reporter interviewed the communications company.

The company official responded by saying, in December 2013, Huang called account manager, require that the number of tail number 6600 handle changing stored phone phone business because of policy restrictions, and that the number is not in the context of the offer. Mr WONG belongs to the VIP customer, account manager application, parent company approval, Huang agreed to special treatment. In the course of business, the staff will change the number 6600 No. 9496 number, then handled on the No. 6600 number replacement offer, resulting in the middle number is 9496.

"In this process, the business process is complete, confirm this by signature. Because Customer Manager does not have Mr WONG explain specific process in a timely manner, leading to Mr WONG for the intermediate numbers 9496 misunderstood. "The official said.

Focus

Why is this number to open was in 2003?

Officials say, because 9496 is 6600, modified, and so opening times are displayed on the system at 6600 the turn-on time, on October 28, 2003.

The number charged since when?

The official said, after data confirmed that number 9496 after December 2013, Hung Huang's name used. Change number, secondary card 0006 anchored in 9496 used on this card number, main and auxiliary card packages shared reasons, so 9496 costs, actual 0006 is used.

This number is a security vulnerability?

Mr Wong said, are most worried about the No. 9496 number vulnerabilities. In this regard, the official explained that the number was registered in Mr Huang's name, transition is a number, with the real-name system has little to do. "As requested, on September 30, our company has all non-real name number, all blocked. "He said.

Since it is registered in Mr Huang's name, then why did Mr Huang himself has no knowledge? The official said, account manager told Huang that the situation may be explained when you don't quite understand.

The current situation

Telecommunications consumer complaints all the year round, the majority

Reporters learned that high telecommunications consumer complaints in recent years, for many years at the forefront of all kinds of goods and services. CC at all levels in the province, Guangdong Province, this year the Consumer Council in recent years to accept Telecom consumer complaints for investigation. According to 2013-2015, the province-level consumer complaints received by the Consumer Council telecommunications 107,221, 30.05% of the total complaints, in 24 categories of 126 class goods and services category in the first place. Complaints focused on product quality, contract disputes and after-sales services in three areas.

In the General category of consumer complaints about products (including mobile, fixed phone) maximum amount of complaints, accounting for 53% of the total complaints, the majority of complaints for mobile phones.

Word of advice

Establishment of interactive mechanism to increase employee education and training

City analysts said the Consumer Council, telecoms operators and consumers information to poor communication, lack of interaction is one of the very important reasons. He said Telecom consumer-centric consciousness is not strong, there is no active consumers, build bridges of communication with consumers moving, this leads to asymmetric information between operators and consumers, cannot form a positive interaction.

The people believed that such consumption has some technical and intelligence, consumer demand for expertise and skills learning and training is fairly large, this education campaign is not in place with the operator contradiction is very prominent, bad consumer experiences, adding to discontent with the operator.

In this regard, he suggested that operators should take the initiative, communicate and interact with consumers established mechanisms, and should strengthen the education and training of practitioners to improve their ability and level of service.

Set point

From 2015 to focus consumer complaints

CC launched in 2016, according to the Guangdong Province, telecommunications consumer investigation, 2015, there are three major telecommunications consumer complaint hot spots across the province.

Without consumers opening fees

Many consumers complained that carriers without opening multiple value-added services, phone "abnormal" deductions. Consumers receive a similar "free trial" or "open calls (or flow)" after the experience of system messages and enjoy a free, did not take the initiative to ask for operators to stop value-added services mean that, operators see it as consumers default opening of value-added services, with consumers does not match the real intention is serious.

Flow rate is not transparent

Consumer complaints for operator services, reflects suffered "unexplained" traffic fee problem, did not use the flow is charging, data plan is not available to be charges, unreasonable traffic charge and data plan set up unreasonable issues. Some consumers reflects operators beyond the rated flow of the package consumption has not tried to remind and inform obligation, flow metering is not clear, violated consumers ' right.

Band does not meet the promised speed

In the Internet services, insufficient bandwidth, slow network speed is generally reflect the hot issue of consumer complaints. A is consumers actual feel of network speed far no reached operators publicity of speed, General questioned operators advertising, and publicity single Zhang, and promotion information fraud; II is consumers no master speed determination of basic tool and method, and lack third party just identification, raised large cannot mediation of consumption disputes; three is consumers increases upgrade bandwidth Hou speed have not to obviously improved; four is operators on consumers reflect of network fault processing not timely, service not in place. Currently, Internet service complaints, consumers generally unhappy with the network speed, standards, but speed measurement mode is unknown, evidence operators cost confusion, the price level lack of judgment, for consultation and mediation to bring a big obstacle.

名下手机号已存在13年，主人竟不知情 - IT资讯

“为什么我会凭空多出一个手机号码，而且注册时间还是13年前？”市民黄先生是某通信公司的VIP客户，近日他向本报爆料称，在一次办理业务过程中，他无意中发现自己名下多了一个手机号码，而且在扣费当中。

相关负责人回应称，这个号码是黄先生在2013年办理了换机优惠而产生的，“该号码登记在黄先生名下，是一个过渡号码，跟实名制没有什么关联，因此不存在被冒用风险。”

记者梳理发现，近年来电信类消费投诉居高不下，多年处于各类商品和服务投诉前列。市消委会相关人士建议，电信运营商应该主动作为，建立与消费者之间的顺畅沟通和良性互动机制，同时应加强对电信从业人员的教育培训，提高其服务能力和水平。

用户：

号码存在13年我居然不知道

从2003年开始，在佛山工作的黄先生一直在使用某通信公司的电话卡（尾号为6600）。他说，因为生意的关系，每个月他几乎都要花上千元的电话费，因此是该公司的VIP客户。2012年，黄先生还开通了一个副卡号码（尾号为0006）。

近日，黄先生向广州日报记者投诉称，一件蹊跷的事情发生在他身上——在一次办理业务过程中，他无意中发现自己名下多出了一个电话号码（尾号为9496），而注册时间竟然显示是2003年。“这个号码我铁定没有使用过，压根不知道怎么回事，而且这个号码是在扣费当中。”他说。

根据黄先生提供的业务系统截屏显示，“在用产品”一栏，显示了两个号码，一个是尾号为0006，另一个就是黄先生所说的凭空出现的号码（尾号为9496）。而号码的缴费状态如何？根据黄先生提供的截屏，2016年6月，尾号6600的号码扣费872.29元，尾号0006的号码扣费6元，而尾号9496的号码扣费67元。

“多出来的9496的号码是在2003年注册的，这个号码13年来是否每个月都这样扣费？”黄先生非常疑虑。他说，最让他感到气愤的，是这个号码从出现到如今他完全不知情。

回应：

办理换机优惠产生的中间号码

黄先生遭遇此番“怪事”，原因何在？对此，广州日报记者采访了该通信公司。

该公司相关负责人回应称，2013年12月，黄先生致电客户经理，要求尾号6600的号码办理预存话费换手机的业务，由于当时政策限制，该号码不在此次优惠活动范围内。因黄先生属于VIP客户，经客户经理申请、上级公司审批，同意为黄先生特殊处理。在业务办理过程中，工作人员先将6600这个号码改为了9496号码，然后在6600号码上办理了换机优惠，由此产生了9496这个中间号码。

“在此过程中，各项业务办理手续齐全，均有签名确认。由于客户经理没有及时向黄先生解释清楚具体流程，导致黄先生对中间号码9496的存在产生了误解。”该负责人表示。

焦点

为何这个号码开通时间是2003年？

相关负责人表示，因为9496是6600改号而来，所以在系统上开通时间会显示为6600的开通时间，即2003年10月28日。

这个号码扣费从何时开始？

该负责人称，经数据确认，号码9496是在2013年12月以后，才挂在黄先生名下使用的。改号后，副卡0006挂靠在9496这个主卡号码上使用，因主副卡套餐共用原因，所以9496产生的费用，实际是0006所使用的。

这个号码是否存在安全漏洞？

黄先生称，最担心这个9496号码存在安全漏洞。对此，该负责人解释称，该号码是登记在黄先生名下，是一个过渡号码，跟实名制没有什么关联。“按照要求，9月30日，我们公司已经将所有非实名制的号码全部屏蔽。”他说。

既然是登记在黄先生名下，那为何黄先生本人却不知情？该负责人表示，当时客户经理跟黄先生说过这个情况，可能是因为解释的时候不是很明白。

现状

电信类消费投诉量常年居多

记者了解到，近年来电信类消费投诉居高不下，多年处于各类商品和服务投诉前列。今年广东省消委会对全省各级消委会近年受理电信类消费投诉进行调查。数据显示，2013至2015年度，全省各级消委会共受理电信类消费投诉107221件，占总投诉量的30.05%，在24大类126小类商品和服务分类中排在第一位。投诉问题主要集中在产品质量、合同争议和售后服务等三方面。

在此类消费投诉总类中，关于产品（含移动手机、固定电话）的投诉量最大，占投诉总量的53%，其中大部分投诉针对移动手机。

建议

建立良性互动机制加大从业人员教育培训

市消委会相关人士分析称，电信类经营者与消费者之间信息沟通不畅、缺乏良性互动是其中一个非常重要的原因。他表示，电信运营商以消费者为中心的意识普遍不强，没有主动深入消费者，搭建与消费者畅顺沟通的桥梁，这导致运营商与消费者之间信息不对称，不能形成良性互动。

该人士认为，此类消费具有一定的技术性和智能性，消费者对专业知识和使用技巧学习和培训的需求也比较大，这与运营商开展教育宣传不到位的矛盾十分突出，导致消费者消费体验不好，加重对经营者的不满。

对此，他建议，运营商应该主动作为，建立与消费者之间的顺畅沟通和良性互动机制，同时应加强对相关从业人员的教育培训，提高其服务能力和水平。

盘点

2015年相关消费投诉热点

根据广东省消委会2016年开展的电信消费专题调查，2015年度，全省电信类消费投诉热点主要有三个。

擅自为消费者开通收费项目

很多消费者投诉反映，运营商擅自开通多个增值服务，致使手机出现“异常”扣费。消费者在收到类似“免费体验”或“开通即获话费（或流量）”等系统消息并享受免费期体验后，没有主动作出要求运营商停止增值服务的意思表示，运营商将其视为消费者默认开通增值服务，与消费者真实意思表示严重不符。

流量收费不透明

在消费者对运营商服务投诉中，集中反映屡遭“原因不明”的流量扣费问题，有未使用流量而被收费、未开通流量套餐而被收费、流量扣费不合理以及流量套餐设置不合理等问题。一些消费者反映，运营商对超出套餐额定流量的消费未尽提醒和告知义务，流量计量方式不明晰，侵犯了消费者知情权。

宽带未达到承诺的网速

互联网服务中，带宽不足、网络速度慢是消费者投诉普遍反映的热点问题。一是消费者实际感受的网络速度远没有达到运营商宣传的速度，普遍质疑运营商广告、宣传单张、推广信息弄虚作假；二是消费者没有掌握网速测定的基本工具和方法，又缺乏第三方公正鉴定，引发大量无法调解的消费纠纷；三是消费者加价升级带宽后网速得不到明显改善；四是运营商对消费者反映的网络故障处理不及时，服务不到位。当前，互联网服务类投诉中，消费者普遍对网络速度、收费标准不满，但网速测定方式不明，证据不足，经营者成本计算混乱，价格高低缺乏判断依据，为协商和调解带来很大的障碍。