神州行客户服务手册（中英文对照版）

轻松由我MYEASYWAY神州行SHENZHOUXING客户服务手册USERMANUAL一、公司介绍5IINTRODUCTIONTOGUANGDONGMOBILECOMMUNICATIONSCO,LTD5（一）公司介绍6ICOMPANYPROFILE6（二）我们的品牌神州行6IIOURKEYPRODUCTSHENZHOUXINGCARD6（三）网络介绍7IIIINTRODUCTIONTOOURNETWORK71、网络概况71INTRODUCTIONTOOURNETWORK72、未来展望72FUTUREDEVELOPMENT7二、服务篇8IISERVICES8（一）服务方式9ISERVICEMODE9（二）服务渠道9IISERVICECHANNELS91、沟通100服务厅91COMMUNICATION100SERVICEHALL92、1860/1861客户服务热线92CUSTOMERSERVICEHOTLINE1860/186193务热线93SERVICEHOTLINE1380013800094、自助销售终端94SELFSERVICESALESTERMINALS95、分销网点95DISTRIBUTIONNETWORK96、广东移动通信公司有限责任公共网址106WEBSITEOFGUANGDONGMOBILECOMMUNICATIONSCO,LTD107、短信渠道107SHORTMESSAGECHANNELS108、24小时自助服务厅10824HOURSELFSERVICEHALL10（三）服务受理10IIISERVICECONTENTS101、购卡101CARDPURCHASING102、激活112ACTIVATION113、欠费停机重开机，挂失解挂失123SERVICEINTERRUPTIONFOROWNINGFEE/REACTIVATIONLOSSREPORTING/REACTIVATIONAFTERLOSSREPORTING124、补换卡124CARDRENEWALANDCHANGE125、密码设置135PASSWORDSETTING136、解PUK136PUKUNBLOCKING137、解除黑名单147BLACKLISTRESCISSION148、缴费148FEEPAYMENT149、短信通知服务159SHORTMESSAGENOTICINGSERVICE15三、业务篇16IIIBUSINESSES16（一）基本通信17IBASICBUSINESSES171、来电显示171CALLERIDDISPLAY172、短信业务172SHORTMESSAGES17（二）个性通信18IIPERSONALIZEDBUSINESSES181、呼叫限制181CALLRESTRICTION182、彩铃业务192CRBTSERVICE193、17951IP业务20317951IPSERVICE204、神州行香港、澳门、台湾漫游214SHENZHOUXINGROAMINGSERVICEINHONGKONG,MACAOANDTAIWAN21（三）应用通信23IIIAPPLICABLEBUSINESSES231、天气预报231WEATHERFORECASTSERVICE232、手机邮箱242MOBILEPHONEMAILBOX243、广播新干线253BROADCASTINGNEWHIGHWAY25（四）移动梦网26VMONTERNET261、什么是移动梦网261WHATISMONTERNET262、如何取消移动梦网262HOWTOCANCELMONTERNET26四、资费介绍篇28IVRATES28（一）、基本资费29IBASICRATES29（二）12593优惠干线30II12593PREFERENTIALLINE301、如何使用12593优惠干线301HOWTOUSE12593PREFERENTIALLINE302、12593优惠干线的资费标准如何302WHATSTHERATEFOR12593PREFERENTIALLINE30（三）亲情号码31IIIFAMILIARITYNUMBER311、什么是神州行亲情号码业务311WHATISSHENZHOUXINGFAMILIARITYNUMBERSERVICE312、如何设置亲情号码312HOWTOSETYOUFAMILIARITYNUMBERS313、亲情号码的资费如何323WHATSTHERATEOFFAMILIARITYNUMBER32（四）17951IP电话32IV17951IPCALLRATES32（五）神州行香港、澳门、台湾漫游资费3233VSHENZHOUXINGROAMINGRATEINHONGKONG,MACAOANDTAIWAN33（六）新业务功能费35VIFUNCTIONFEEOFNEWBUSINESSES35（七）神州行省钱小窍门36VIISWEETTIPSFORSHENZHOUXINGUSERS36五、话费查询/充值篇37VRATEINQUIRY/RECHARGE37（一）余额查询38IBALANCEINQUIRY38（二）国内充值38IIDOMESTICRECHARGE38（三）香港充值38IIIRECHARGEINHONGKONG38（四）境外客服热线38IVFOREIGNCUSTOMERSERVICEHOTLINE38神州行客户服务手册USERMANUALFORSHENZHOUXINGCARD公司介绍INTRODUCTIONTOGUANGDONGMOBILECOMMUNICATIONSCO,LTD（一）公司介绍1COMPANYPROFILE广东移动通信有限公司作为全国最早开通移动电话系统的移动通信运营公司之一，公司一直秉持“沟通从心开始”的服务理念，致力为广大客户提供优质、方便和个性化的移动信息服务。网络覆盖全省99以上的人口，国内漫游无盲区，截至2006年12月底,中国移动与216个国家和地区的285个运营公司开通了GSM国际漫游业务，并与135个国家和地区的126个运营商开通了GPRS国际漫游。GUANGDONGMOBILECOMMUNICATIONSCOLTDISONEOFTHEFIRSTOPERATORSTOPROVIDEMOBILETELEPHONESERVICESINCHINAWEHAVEALWAYSADHEREDTOTHESERVICEPRINCIPLEOF“COMMUNICATINGFROMTHEHEART”,ANDHAVEBEENDEDICATEDTOPROVIDINGPERSONALIZEDSERVICESWITHHIGHQUALITYANDCONVENIENCEOURNETWORKCOVERSOVER99OFTHEPROVINCEANDWITHTHISNETWORK,OURUSERSCANALSOROAMTOANYPARTOFCHINABYTHEENDOFDECEMBER2006,WEHAVECOOPERATEDWITH285OPERATORSIN216COUNTRIESANDREGIONSTOPROVIDEGSMINTERNATIONALROAMINGSERVICE,ANDWITH126OPERATORSIN135COUNTRIESANDREGIONSTOPROVIDEGPRSINTERNATIONALROAMINGSERVICE公司坚持服务与业务领先战略，密切跟踪世界先进技术、引领移动电子商务发展潮流，在构建移动互联网、发展移动电子商务、开展信息应用服务的道路上始终走在市场前列。300多项新业务与新服务，让广大客户充分体验到移动信息服务给生活、学习和商务带来的方便和快捷。WEHAVEALWAYSINSISTEDONLEADINGSERVICESANDBUSINESSSTRATEGIESANDCLOSELYFOLLOWEDTHEMOSTCUTTINGEDGETECHNOLOGICALTRENDSINTHEWORLD,THUSLEADINGTHEDEVELOPMENTOFMOBILEECOMMERCEWITHMORETHAN300NEWSERVICESANDBUSINESSES,OURUSERSCANFULLYENJOYTHECONVENIENCEPROVIDEDBYOURMOBILEINFORMATIONSERVICESFORTHEIRLIFE,STUDIESANDBUSINESSES我们一直谨记客户是企业生命所在。我们为客户提供服务而存在，我们将秉承精益求精的专业精神，用心为客户创造价值，为提升人民生活与工作品质而不懈进取WEHAVEALWAYSUPHELDTHEPRINCIPLETHATCUSTOMERSARETHEKEYTOOURSUCCESSWITHTHEPROFESSIONALSPIRITOFCONSTANTLYIMPROVINGOURSERVICES,WEWILLDEVOTEOURSELVESTOPROVIDINGTHEBESTSERVICESANDCREATINGHIGHVALUESFOROURCUSTOMERSANDTHUSTOCONSTANTLYIMPROVINGTHEIRLIVINGANDWORKINGQUALITY（二）我们的品牌神州行IIOURKEYPRODUCTSHENZHOUXINGCARD轻松由我，神州行MYEASYWAY,SHENZHOUXING神州行品牌是为您提供GSM数字移动电话的可充值储值卡，采用预付费可充值方式进行实时计费，是一个预付话费的品牌。您不需要入网费、月租费，、只需购买神州行号码卡（SIM卡），就可获得一个固定的移动电话号码，在通过购买手机充值卡，并将卡上的面额充注动到手机号码帐户上，即可以享用与普通全球通客户一样的网络覆盖和童话服务。目前神州行可在全国大陆和香港、澳门、台湾（神州行大众卡除外）范围内实现自动漫游。SHENZHOUXINGCARDISARECHARGEABLEPREPAIDCARDFORGSMDIGITALMOBILEPHONESCALLFEESARECHARGEDINREALTIMEWITHTHEAMOUNTINTHISRECHARGEABLEPREPAIDCARDITISABRANDFORPREPAIDCALLINGCARDSYOUCANGETAFIXEDMOBILEPHONENUMBERWITHOUTANYNETWORKENTRANCEFEEORMONTHLYRENTBYONLYPURCHASINGASHENZHOUXINGCARDSIMCARDAFTERYOUGETASIMCARD,YOUCANBUYAMOBILEPHONERECHARGEABLECARD,ANDCHARGETHEVALUEINTHERECHARGEABLECARDTOYOURMOBILEPHONENUMBERSACCOUNTWITHTHESIMCARDANDTHERECHARGEDVALUE,YOUCANENJOYTHESAMENETWORKANDCOMMUNICATIONSERVICEWITHCOMMONGLOBALTONEUSERSATPRESENT,SHENZHOUXINGUSERSEXCLUDINGSHENZHOUXINGPUBLICCARDUSERSANDFORMERSHENZHOUPUBLICCARDUSERSCANENJOYAUTOMATICROAMINGSERVICEINTHEWHOLECHINESEMAINLAND,HONGKONGANDMACAONOWSHENZHOUXINGPUBLICCARDUSERSANDFORMERSHENZHOUPUBLICCARDUSERSCANNOTENJOYAUTOMATICROAMINGSERVICEINHONGKONG,MACAOANDTAIWAN（三）网络介绍IIIINTRODUCTIONTOOURNETWORK1、网络概况1INTRODUCTIONTOOURNETWORK中国移动数字移动电话网采用世界流行的GSM（GLOBALSYSTEMFORMOBILECOMMUNICATION）蜂窝式网络标准，具有保密性强、通话质量高、新业务功能多、漫游方便等特点。THEDIGITALMOBILETELEPHONENETWORKOFCHINAMOBILEADOPTSTHEBEEHIVENETWORKSTANDARDOFGSMGLOBALSYSTEMFORMOBILECOMMUNICATIONS,WHICHISPOPULARINTHEWORLDNOWITFEATURESGOODSECURITY,HIGHSPEECHQUALITY,MULTIPLESERVICESANDFUNCTIONS,ANDCONVENIENTROAMING经过十余年的网络建设，我公司已建成一个覆盖范围广、通信质量高、业务种类繁多、服务水平一流的综合通信网络，近几年的网络质量一直居全国前列，网络覆盖接近100。THROUGHOVER10YEARSHARDWORKINNETWORKCONSTRUCTION,WEHAVEBUILTUPACOMPREHENSIVECOMMUNICATIONNETWORKFEATUREDWITHBROADCOVERAGEAREA,HIGHCOMMUNICATIONQUALITY,VARIOUSBUSINESSTYPES,ANDTOPRANKINGSERVICELEVELOURNETWORKQUALITYHASALWAYSBEENRANKEDINTHEFOREFRONTALLOVERTHECOUNTRY,THENETWORKCOVERAGERATEBEINGNEARLY1002、未来展望2FUTUREDEVELOPMENT我国的移动通信行业在现代发展中急速腾飞，展示了巨大的潜力。到目前为止，我国的移动电话总用户数已超越美国。其中，中国移动移动集团就拥有近32亿的客户。THEMOBILECOMMUNICATIONSINDUSTRYINCHINAISDEVELOPINGRAPIDLY,ANDHASSHOWNITSHUGEPOTENTIALTODATE,THENUMBEROFMOBILEPHONESUBSCRIBERSINCHINAHASEXCEEDEDTHATINTHEUSAANDCHINAMOBILECOMMUNICATIONSGROUPHASABOUT200,000,000USERSINCHINA我们将以真诚的服务与您携手，共同踏入比梦想更绚烂的未来移动通信时代WEWILLBEALWAYSPROVIDINGSINCERESERVICESFOROURUSERS,ANDCOOPERATINGWITHTHEMFORAPROSPEROUSMOBILECOMMUNICATIONSERAINTHEFUTURE神州行客户服务手册USERMANUALFORSHENZHOUXINGCARD服务篇SERVICES（一）服务方式ISERVICEMODE神州行主要采用自助方式办理业务。服务密码就是您办理业务的凭证，请牢记您的密码，它将使您在办理业务时更加轻松方便。温馨提示密码设定不要过于简单，以免被盗用。THEBUSINESSESOFSHENZHOUXINGCARDAREMAINLYMANAGEDTHROUGHSELFSERVICEYOUCANMANAGEYOURBUSINESSESWITHYOURSERVICEPASSWORD,SOPLEASEREMEMBERTHISPASSWORDWELL,WITHWHICHYOUWILLBEABLETOMANAGEYOURBUSINESSESMOREEASILYANDCONVENIENTLYSWEETTIPSTHISSERVICEPASSWORDSHOULDNOTBETOOSIMPLE,INCASETHATITWOULDBEEMBEZZLED（二）服务渠道IISERVICECHANNELS1、沟通100服务厅1COMMUNICATION100SERVICEHALL有“沟通100”标志的中国移动服务厅，提供全方位、个性化、百分百满意的服务；EVERYCHINAMOBILESERVICEHALLWITHASYMBOLOF“COMMUNICATION100”PROVIDESALLROUND,PERSONALIZEDANDSATISFACTORYSERVICESFOREACHUSER2、1860/1861客户服务热线2CUSTOMERSERVICEHOTLINE1860/1861客户服务人工/自动热线，用于人工受理客户投诉及建设，或客户自助办理业务。本地中国移动手机拨打10086免费，在异地使用中国移动手机拨打02010086免收本地通话费或漫游费（如果在异地拨打10086，将会接入当地的客服热线，而非广州的热线），长途费用按实收取，使用非中国移动手机拨打，按实收取本地通话费、漫游费或长途费用；神州行客户凡是可以在本地通过10086办理的业务，均可以在异地使用02010086办理。THISMANUAL/AUTOMATICCUSTOMERSERVICEHOTLINEISUSEDTOHANDLETHECOMPLAINTSANDSUGGESTIONSFROMOURUSERSUSERSCANALSOMANAGETHEIRBUSINESSESTHEMSELVESTHROUGHTHISHOTLINEIFYOUAREAUSEROFCHINAMOBILEGUANGZHOU,YOUCANDIAL10086WITHYOURMOBILEPHONEINTHEMETROPOLISFREEOFCHARGEIFYOUARENOTINGUANGZHOU,YOUCANDIAL02010086WITHYOURMOBILEPHONEANDTHECALLISFREEOFLOCALCALLFEEANDROAMINGFEEBUTIFYOUJUSTDIAL10086,YOUWILLBEPUTTHROUGHTOTHELOCALSERVICEHOTLINEANDNOTGUANGZHOUS,WITHTHETOLLCALLFEETOBECHARGEDACCORDINGLYFORCALLSMADEWITHANONCHINAMOBILECARD,THELOCALCALLFEE,ROAMINGFEEANDTOLLCALLFEE,IFANY,WILLBECHARGEDACCORDINGLYSHENZHOUXINGUSERSCANDIAL02010086INOTHERPARTSOFCHINAFORSERVICESASTHESAMEASTHOSEPROVIDEDBY10086INGUANGZHOU3务热线3SERVICEHOTLIN州行客户可通过本机在本国范围之内免费拨查询和办理业务。USERSOFSHENZHOUXINGCARDCANINQUIREANDMANAGETHEIRSERVICESTHROUGHDIALINITHTHEIRMOBILEPHONES4、自助销售终端4SELFSERVICESALESTERMINALS您可在我公司沟通100服务厅的自助售卡机购买手机充值卡。YOUCANBUYARECHARGEABLECARDFROMTHESELFSERVICECARDDISTRIBUTIONMACHINESINANYCOMMUNICATION100SERVICEHALLOFOURCOMPANY5、分销网点5DISTRIBUTIONNETWORK社会代理受理移动业务及卡类销售网点；分销网点均有“广州移动授权销售点”的字样，敬请留意ITREFERSTOCHINAMOBILESERVICEAGENTSANDCARDDISTRIBUTIONNETWORKSTHOSEAGENTSANDNETWORKSAREALLSYMBOLIZEDWITHTHECHARACTERSOF“AUTHORIZEDDISTRIBUTIONPOINTOFGUANGZHOUMOBILE”6、广东移动通信公司有限责任公共网址6WEBSITEOFGUANGDONGMOBILECOMMUNICATIONSCO,LTDWWWGDCHINAMOBILECOM,全省统一网上移动业务咨询、查询和受理平台。WWWGDCHINAMOBILECOMTHISISTHEUNIFIEDONLINEPLATFORMOFGUANGDONGMOBILEFORCONSULTATION,INQUIRIESANDSERVICEHANDLING7、短信渠道7SHORTMESSAGECHANNELS神州行客户可用本机免费发送短信到186110086短信端口办理相关业务。USERSOFSHENZHOUXINGCARDCANSENDFREESHORTMESSAGESTOTHE1861SMSPORTWITHTHEIROWNMOBILEPHONESTOMANAGERELATEDBUSINESSESOFTHEIRCARDS8、24小时自助服务厅824HOURSELFSERVICEHALL您可自助在服务厅的终端机上完成移动的业务查询和业务办理。目前开通的服务厅YOUCANINQUIREANDMANAGEYOURMOBILESERVICESONTHESELFSERVICETERMINALMACHINESINTHESERVICEHALLSTHESELFSERVICEHALLSAVAILABLENOWARELISTEDBELOW（1）天河南二路24小时沟通100自助服务厅天河南二路26号之一24HOURSELFSERVICEHALLON2NDTIANHESOUTHROADNO261,2NDTIANHESOUTHROAD（2）龙口西24小时沟通100自助服务厅天河龙口西路210号13号铺24HOURSELFSERVICEHALLONLONGKOUWESTROADNO21013,LONGKOUWESTROAD,TIANHEDISTRICT（3）中山三路24小时沟通100自助服务厅中山三路10号之一首层24HOURSELFSERVICEHALLONRDROAD1F,NO101,RDROAD（4）中山一路24小时沟通100自助服务厅中山一路48号吉林大酒店首层24HOURSELFSERVICEHALLONZHONGSHAN1STROAD1F,JILINHOTEL,NO48,ZHONGSHAN1STROAD（5）天寿路24小时沟通100自助服务厅天寿路8号首层101铺24HOURSELFSERVICEHALLONTIANSHOUROADNO101STAND,1F,NO8,TIANSHOUROAD（6）华景新城24小时沟通100自助服务厅华景路6268号首层中庭24HOURSELFSERVICEHALLINHUAJINGNEWCITYATRIUM,1F,NO6268,HUAJINGROAD（三）服务受理IIISERVICECONTENTS1、购卡1CARDPURCHASING您可到我公司沟通100服务厅、分销网点购买到神州行套卡，只收取购买套卡的费用，不收取手续费用。YOUCANPURCHASEASHENZHOUXINGCARDSETATOURCOMMUNICATION100SERVICEHALLORADISTRIBUTIONPOINTATTHECOSTPRICEFREEOFCOMMISSION温馨提示SWEETTIPS（1）您在买卡后，请在套卡标明的最晚首次激活日期内进行激活使用，最晚一次拨打激活充值电话的时间在使用套封上已注明，超过该时间还没有拨活号码，该储值卡将不能再使用。AFTERPURCHASINGYOURCARDSET,PLEASEACTIVATEITBEFORETHELATESTINITIALACTIVATIONDATEASINDICATEDTHEDEADLINEFORTHELATESTCHARGINGACTIVATIONCALLISALREADYINDICATEDONTHEENVELOPEOFTHECARDSETIFYOUFAILTODIALTHEACTIVATIONNUMBEITHINTHEABOVETIME,THEPREPAIDCARDWILLBECOMEINVALID（2）其中沟通100服务厅的套卡号码实行公开化、透明化销售，您可自主选购自已喜爱的号码。CARDSETSARESOLDATTHECOMMUNICATION100SERVICEHALLWITHNUMBERSAVAILABLEFOROPENANDPUBLICSELECTION,SOPLEASEFEELFREETOCHOOSEYOURFAVORITENUMBER（3）所购套卡的价格及内含的预充值金额，请在购卡时详细询问售卡人员。PLEASEINQUIRETHESALESPERSONABOUTTHEPRICEANDTHECREDITOFYOURCARDSET2、激活2ACTIVATION您购买神州行套卡后，通置密码后激活开通，成为我公司客户。AFTERPURCHASINGYOURSHENZHOUXINGCARDSET,YOUCANENJOYOURPRIVILEGEDSERVICESBYDIALINOACTIVATETHECARDANDSETAPASSWORD办理手续在您拨户服务热线成功激活后24小时内系统予以开通。HANDLINGFORMALITIESTHESERVICEWILLBEAVAILABLEWITHIN24HOURSAFTERYOUDIALTHECUSTOMERSERVICEHOTLINNDSUCCESSFULLYACTIVATEYOURCARD收费标准该项服务不收手续费。CHARGINGSTANDARDNOCOMMISSIONFEEISCHARGEDFORTHISSERVICE神州行的有效期和保留期、冷冻期说明VALIDITYPERIOD,RESERVATIONPERIODANDFROZENPERIODOFSHENZHOUXINGCARD（1）有效期神州行的有效期从激活后开始，可以通过充值累加并延长有效期，累加后的有效期最长不可以超过两年，累加充值金额最多不能超过5000元，不过请放心，只要不断充值，神州行储值卡就可以不断使用。您也可以随时拨询有效期。不同面值的充值卡会有不同的有效期。VALIDITYPERIODTHEVALIDITYPERIODOFSHENZHOUXINGCARDSTARTSFROMITSACTIVATIONANDCANBEEXTENDEDBYRECHARGINGINCASEOFEXTENSION,THEVALIDITYPERIODSHALLBENOLONGERTHANTWOYEARSANDTHEACCUMULATEDRECHARGINGAMOUNTSHALLBENOMORETHAN5,000YUANHOWEVER,ASLONGASITISRECHARGEDFROMTIMETOTIME,THESHENZHOUXINGPREPAIDCARDCANBEMAINTAINEDVALIDYOUCANALSOINQUIREABOUTITSVALIDITYPERIODBYDIALINTANYTIMEDIFFERENTPREPAIDCARDSHAVEDIFFERENTVALIDITYPERIODS（2）保留期储值卡的有效期过了之后，还有一段时间可通过充值使储值卡又可以打电话，这段时间就称为保留期。如果您帐户上的资金用完，也会进入保留期。保留期限为90天，在保留期内您将不能拨打和接听电话，卡上的余额将被封存。如果您及时充值，您将获得新的有效期，同时您原有的封存金额还可累加到新充值的金额中。如果90天内您没有充值，将不能再进行充值，被视为放弃号码并封存金额。RESERVATIONPERIODAFTERYOURPREPAIDCARDEXPIRES,THEREISSTILLAPERIODINWHICHITCANBEUSEDAGAINBYRECHARGING,ANDTHISPERIODISKNOWNASTHERESERVATIONPERIODIFYOUDONOTHAVEENOUGHFUNDSINYOURACCOUNTTOFULLYPAYTHECHARGE,THERESERVATIONPERIODWILLBEGINAUTOMATICALLYTHERESERVATIONPERIODISLIMITEDTO90DAYS,INWHICHYOUCANNEITHERMAKENORRECEIVECALLSANDTHEBALANCEINSHALLBESTOREDIFYOURECHARGETIMELY,YOUWILLGAINANEWVALIDITYPERIODANDTHEORIGINALAMOUNTSHALLBEACCUMULATEDINTONEWRECHARGEDAMOUNTIFYOUDONOTRECHARGEWITHIN90DAYS,YOUCANNOLONGERRECHARGE,WHICHMEANSGIVINGUPTHENUMBERANDRESTORINGTHEAMOUNT（3）冷冻期储值卡过了保留期之后，进入了冷冻期，此卡无发法再使用。FROZENPERIODAFTERTHERESERVATIONPERIODEXPIRES,THEPREPAIDCARDWILLENTERTHEFROZENPERIOD,WHENTHISCARDISNOLONGERVALID3、欠费停机重开机，挂失解挂失3SERVICEINTERRUPTIONFOROWNINGFEE/REACTIVATIONLOSSREPORTING/REACTIVATIONAFTERLOSSREPORTING停机分为欠费停机、申请停机两种情况，欠费停机指系统自动扫描，发现客户当前余额不足时即做停机处理，申请停机及挂失，是客户由于个人原因要求暂停手机号码的使用。重开机对应于欠费停机，客户缴清欠费之后，系统自动重开机。解挂失对应于挂失，是客户发起的解除申请停机（挂失）的业务。THEREARETWOREASONSFORSERVICEINTERRUPTIONOWNINGFEEANDAPPLICATIONBYUSERSSERVICEINTERRUPTIONFOROWNINGFEEREFERSTOTHESITUATIONTHATOURSYSTEMSUSPENDSTHESERVICESOFACARDDURINGANAUTOMATICSCANNINGPROCESSWHENITFINDSTHECURRENTAMOUNTINTHECARDISNOTSUFFICIENTSERVICEINTERRUPTIONFORAPPLICATIONBYUSERSMEANSALOSSREPORTINGITREFERSTOTHESITUATIONTHATUSERSAPPLYTOSUSPENDTHESERVICEOFTHEIRPHONENUMBERSBECAUSEOFTHEIRPERSONALREASONSASFORTHESITUATIONOFSERVICEINTERRUPTIONFOROWNINGFEE,THESYSTEMWILLREACTIVATETHECARDIMMEDIATELYAFTERTHEUSERPAYSOFFHIS/HERFEESFORTHEREACTIVATIONAFTERLOSSREPORTING,USERSMUSTAPPLYTOREACTIVATETHESERVICESTHATTHEYAPPLIEDTOSUSPENDBEFOREORWITHALOSSREPORTING（1）办理手续HANDLINGFORMALITIES欠费停机和重开机由系统自动进行，无须办理。SERVICEINTERRUPTIONFOROWNINGFEEANDITSREACTIVATIONISDONEBYTHESYSTEMAUTOMATICALLYUSERSDONOTNEEDTOSETTLETHESESITUATIONSTHEMSELVES挂失您可凭密码通本机国内范围内拨打）、10086自助服务热线（本机或它机本地拨打，异地拨打02010086）、各沟通100服务厅办理挂失业务。LOSSREPORTINGYOUCANAPPLYTOSUSPENDYOURSERVICESBYDIALIN10086SELFSERVICEHOTLINEWITHANYMOBILEPHONESINGUANGZHOU,AND02010086SELFSERVICEHOTLINEINOTHERPARTSOFCHINAORANYCOMMUNICATION100SERVICEHALLWITHYOURSERVICEPASSWORD解挂失可凭服务密码通线（本机国内范围内拨打）、10086自助服务热线（本机或它机本地拨打，异地拨打02010086）、各沟通100服务厅办理解挂失；REACTIVATIONAFTERLOSSREPORTINGYOUCANAPPLYTOREACTIVATEYOURSERVICESAFTERLOSSREPORTINGBYDIALIN10086SELFSERVICEHOTLINEWITHANYMOBILEPHONESINGUANGZHOU,AND02010086SELFSERVICEHOTLINEINOTHERAREASORANYCOMMUNICATION100SERVICEHALLWITHYOURSERVICEPASSWORD备注REMARKS如果您通理了挂失业务，则必须通理解挂失业务，10086自助服务热线无法受理；同时如果您在10086自助服务热线办理了挂失业务，也必须通过原渠道办理解挂失业务。IFYOUREPORTLOSSTHROUGYOUMUSTAPPLYTOREACTIVATETHESERVICESTHROUGNSTEADOF10086SELFSERVICEHOTLINEIFYOUREPORTLOSSTHROUGH10086SELFSERVICEHOTLINE,YOUMUSTAPPLYTOREACTIVATETHESERVICESTHROUGHTHESAMECHANNEL如果你因预付费使用完毕等原因而造成被动停机,您须购买中国移动手机充值卡进行充值,充值成功后系统将在24小时内自动重开机。若自停机之日起90天内仍不充值，该神州行号码将不能继续使用。IFYOURSERVICESARESUSPENDEDFORSUCHREASONTHATYOURPREPAIDCHARGESAREUSEDUP,YOUMUSTBUYCHINAMOBILERECHARGEABLECARDSTORECHARGEYOURCARDAFTERYOUSUCCESSFULLYRECHARGEYOURCARD,THESYSTEMWILLAUTOMATICALLYREACTIVATEYOURSERVICESWITHIN24HOURSIFYOUDONTRECHARGEYOURCARDWITHIN90DAYSAFTERYOURSERVICESARESUSPENDED,THENUMBEROFYOURSHENZHOUXINGCARDCANNOLONGERBEUSED4、补换卡4CARDRENEWALANDCHANGE补换卡是指客户因失卡、坏卡等情况需要更换SIM卡，补卡后PUK码将会随之改变。CARDRENEWALANDCHANGEREFERSTOTHESITUATIONTHATAUSERNEEDSTOCHANGEASIMCARDBECAUSEOFCARDLOSSORDAMAGEAFTERTHECARDISRENEWEDORCHANGED,THEPUKCODEWILLALSOCHANGE（1）办理手续在神州行有效期或保留期内您可凭服务密码到沟通100服务厅办理。所补的卡在24小时内系统予以开通。HANDLINGFORMALITIESYOUCANGOTOANYCOMMUNICATION100SERVICEHALLTORENEWORCHANGEYOURCARDWITHYOURPASSWORDDURINGTHEVALIDITYPERIODORRESERVATIONPERIODOFTHESHENZHOUXINGCARDTHESYSTEMWILLACTIVATEYOURRENEWEDCARDWITHIN24HOURS（2）收费标准CHARGINGSTANDARD当您在新购或更换SIM卡时，一个月内非人为损坏可免费更换；IFYOURSIMCARDISDAMAGEDDUETOCAUSESOTHERTHANANYABUSEORIMPROPERHANDLINGWITHINONEMONTHAFTERYOUPURCHASEITORRENEWIT,YOUCANCHANGETHECARDFREEOFCHARGE其它情况换卡收取5015元/张的卡费。INOTHERCASES,YOUWILLBECHARGED50YUANFORCHANGINGONECARD5、密码设置5PASSWORDSETTING（1）原始密码由客户激活时自行设置。ORIGINALPASSWORDITISSETAUTOMATICALLYWHENTHEUSERACTIVATESTHECARD（2）密码修改您可通10086（异地拨打02010086）进行修改。密码修改后在24小时内生效。PASSWORDCHANGEUSERSCANCHANGETHEIRPASSWORDSBYDIALIN1008602010086INOTHERAREASTHECHANGEDPASSWORDWILLBEEFFECTIVEWITHIN24HOURS（3）收费标准该项服务不收手续费。相关业务办理的通费话收标准见（二服务渠道篇）。CHARGINGSTANDARDNOCOMMISSIONFEEISCHARGEDFORTHISSERVICEASFORCHARGINGSTANDARDSFORCALLSTOSETTLERELATEDSERVICES,PLEASEREFERTOARTICLE2SERVICECHANNELS温馨提示因密码是客户身份的唯一凭证办理相关业务的重要身份凭证，凭密码办理的任何业务均视为机主本人办理，因此，请妥善保管该密码，确保密码使用的安全性。SWEETTIPSTHISPASSWORDISTHEONLYEVIDENCEOFUSERSIDENTIFICATIONALLTHESERVICESSETTLEDWITHTHISPASSWORDAREDEEMEDASSETTLEDBYTHEUSERHIMSELFTHEREFORE,PLEASEKEEPTHISPASSWORDSAFEANDMAKESURETHESECURITYWHILEUSINGIT6、解PUK6PUKUNBLOCKING客户在使用手机过程中，连续三次输入错误的PIN码，手机将自动锁卡，这时必须输入正确的8位数PUK码解除卡锁。锁卡后手机屏幕显示“ENTERRUK”、“BLOCK”、“请输入PUK码”、“SIM卡被锁”等等的字样。IFTHEUSERINPUTSAWRONGPINCODEFORTHREETIMESINSUCCESSIONINUSINGHIS/HERMOBILEPHONE,THEPHONEWILLAUTOMATICALLYLOCKTHESIMCARDINIT,ANDASKTHEUSERTOINPUTHIS/HERPUKCODETHEMOBILEPHONEWILLSHOWTHEWORDS”ENTERRUK”,”BLOCK”,“PLEASEINPUTYOURPUKCODE”OR“INPUTYOURUNBLOCKINGCODE”,“SIMCARDISBLOCKED”ONTHESCREEN办理手续您可自行查询套卡背后的PUK码，如没有套卡则可凭服务密码通过以下渠道查询PUK码HANDLINGFORMALITIESYOUCANINQUIREYOURPUKCODEONTHEBACKOFTHECARDSETBYYOURSELFORINQUIREWITHYOURSERVICEPASSWORDTHROUGHTHEFOLLOWINGWAYS（1）致电10086自助服务热线（异地拨打02010086）查询PUK码相关通话收费标准见（二服务渠道篇）。DIALSELFSERVICEHOTLINE10086IFYOUARENOTINGUANGZHOU,PLEASEDIAL02010086TOINQUIREPUKCODEWITHYOURSERVICEPASSWORDASFORCHARGINGSTANDARDSFORCALLSTOSETTLERELATEDSERVICES,PLEASEREFERTOARTICLE2SERVICECHANNELS（2）凭服务密码致电10086（异地拨打02010086）人工查询；DIAL10086IFYOUARENOTINGUANGZHOU,PLEASEDIAL02010086OFMANUALINQUIRYWITHYOURSERVICEPASSWORD（3）凭服务密码到各沟通100服务厅查询。INQUIREINTHECOMMUNICATION100SERVICEHALLWITHYOURSERVICEPASSWORD收费标准该项服务不收手续费。CHARGINGSTANDARDNOCOMMISSIONFEEISCHARGEDFORTHISSERVICE温馨提示连续输错十次PUK码，将会造成烧卡，即永久性锁卡。需重新补卡方能使用原有号码。SWEETTIPSIFYOUINPUTAWRONGPUKCODEFORUPTOTENTIMESINSUCCESSION,YOURSIMCARDWILLBECOMEUSELESSINTHISCASE,YOUNEEDTORENEWORCHANGEASIMCARD7、解除黑名单7BLACKLISTRESCISSION在拨打充值电话过程中，如果您连续10次输入充值密码错误，系统就会自动将您当然号码列入黑名单，但是仍然可以正常拨打和接听电话，您需解除黑名单后才可进行充值。DURINGARECHARGEPROCESS,IFYOUINPUTTHEWRONGPASSWORDOFTHERECHARGEABLECARDFORTENTIMESINSUCCESSION,THESYSTEMWILLAUTOMATICALLYADDYOURNUMBERTOABLACKLISTINTHISCASE,YOUCANNOTCONTINUEYOURRECHARGEOPERATION,BUTCANMAKEANDRECEIVECALLSASUSUALYOUCANCONTINUEYOURRECHARGE