神州行客户服务手册（中英文对照版）

1、轻松由我My Easy Way 神州行Shenzhouxing 客户服务手册User Manual一、TOC o 1-3 h z u HYPERLINK l _Toc172534132 公司介绍 PAGEREF _Toc172534132 h 5I HYPERLINK l _Toc172534133 Introduction to Guangdong Mobile Communications Co., Ltd. PAGEREF _Toc172534133 h 5 HYPERLINK l _Toc172534134 （一）公司介绍 PAGEREF _Toc172534134 h 6 HYPER

2、LINK l _Toc172534135 (I)Company profile PAGEREF _Toc172534135 h 6 HYPERLINK l _Toc172534136 （二）我们的品牌神州行 PAGEREF _Toc172534136 h 6 HYPERLINK l _Toc172534137 (II)Our key product Shenzhouxing Card PAGEREF _Toc172534137 h 6 HYPERLINK l _Toc172534138 （三）网络介绍 PAGEREF _Toc172534138 h 7 HYPERLINK l _Toc1725

3、34139 (III)Introduction to our network PAGEREF _Toc172534139 h 7 HYPERLINK l _Toc172534140 1、网络概况 PAGEREF _Toc172534140 h 71.Introduction to our network7 HYPERLINK l _Toc172534141 2、未来展望 PAGEREF _Toc172534141 h 7 HYPERLINK l _Toc172534142 2.Future development PAGEREF _Toc172534142 h 7二、 HYPERLINK l

4、_Toc172534143 服务篇 PAGEREF _Toc172534143 h 8II HYPERLINK l _Toc172534144 Services PAGEREF _Toc172534144 h 8 HYPERLINK l _Toc172534145 （一）服务方式 PAGEREF _Toc172534145 h 9 HYPERLINK l _Toc172534146 (I)Service mode PAGEREF _Toc172534146 h 9 HYPERLINK l _Toc172534147 （二）服务渠道 PAGEREF _Toc172534147 h 9 HYPER

5、LINK l _Toc172534148 (II)Service channels PAGEREF _Toc172534148 h 9 HYPERLINK l _Toc172534149 1、沟通100服务厅 PAGEREF _Toc172534149 h 9 HYPERLINK l _Toc172534150 1.Communication 100 service hall PAGEREF _Toc172534150 h 9 HYPERLINK l _Toc172534151 2、1860/1861客户服务热线 PAGEREF _Toc172534151 h 9 HYPERLINK l _T

6、oc172534152 2.Customer service hotline 1860/1861 PAGEREF _Toc172534152 h 9 HYPERLINK l _Toc172534153 3务热线 PAGEREF _Toc172534153 h 9 HYPERLINK l _Toc172534154 3.Service hotlinePAGEREF _Toc172534154 h 9 HYPERLINK l _Toc172534155 4、自助销售终端 PAGEREF _Toc172534155 h 9 HYPERLINK l

7、_Toc172534156 4.Self-service sales terminals PAGEREF _Toc172534156 h 9 HYPERLINK l _Toc172534157 5、分销网点 PAGEREF _Toc172534157 h 9 HYPERLINK l _Toc172534158 5.Distribution network PAGEREF _Toc172534158 h 9 HYPERLINK l _Toc172534159 6、广东移动通信公司有限责任公共网址 PAGEREF _Toc172534159 h 10 HYPERLINK l _Toc1725341

8、60 6.Website of Guangdong Mobile Communications Co., Ltd. PAGEREF _Toc172534160 h 10 HYPERLINK l _Toc172534161 7、短信渠道 PAGEREF _Toc172534161 h 10 HYPERLINK l _Toc172534162 7.Short message channels PAGEREF _Toc172534162 h 10 HYPERLINK l _Toc172534163 8、24小时自助服务厅： PAGEREF _Toc172534163 h 10 HYPERLINK l

9、 _Toc172534164 8.24-hour self-service hall: PAGEREF _Toc172534164 h 10 HYPERLINK l _Toc172534165 （三）服务受理 PAGEREF _Toc172534165 h 10 HYPERLINK l _Toc172534166 (III)Service contents PAGEREF _Toc172534166 h 10 HYPERLINK l _Toc172534167 1、购卡 PAGEREF _Toc172534167 h 10 HYPERLINK l _Toc172534168 1.Card pu

10、rchasing PAGEREF _Toc172534168 h 10 HYPERLINK l _Toc172534169 2、激活 PAGEREF _Toc172534169 h 11 HYPERLINK l _Toc172534170 2.Activation PAGEREF _Toc172534170 h 11 HYPERLINK l _Toc172534171 3、欠费停机重开机，挂失解挂失 PAGEREF _Toc172534171 h 12 HYPERLINK l _Toc172534172 3.Service interruption for owning fee/reactiv

11、ation; loss reporting/reactivation after loss reporting PAGEREF _Toc172534172 h 12 HYPERLINK l _Toc172534173 4、补换卡 PAGEREF _Toc172534173 h 12 HYPERLINK l _Toc172534174 4. Card renewal and change PAGEREF _Toc172534174 h 12 HYPERLINK l _Toc172534175 5、密码设置 PAGEREF _Toc172534175 h 13 HYPERLINK l _Toc17

12、2534176 5.Password setting PAGEREF _Toc172534176 h 13 HYPERLINK l _Toc172534177 6、解PUK PAGEREF _Toc172534177 h 13 HYPERLINK l _Toc172534178 6.PUK unblocking PAGEREF _Toc172534178 h 13 HYPERLINK l _Toc172534179 7、解除黑名单 PAGEREF _Toc172534179 h 14 HYPERLINK l _Toc172534180 7.Blacklist rescission PAGERE

13、F _Toc172534180 h14 HYPERLINK l _Toc172534181 8、缴费 PAGEREF _Toc172534181 h 14 HYPERLINK l _Toc172534182 8.Fee payment PAGEREF _Toc172534182 h 14 HYPERLINK l _Toc172534183 9、短信通知服务 PAGEREF _Toc172534183 h 15 HYPERLINK l _Toc172534184 9.Short message noticing service PAGEREF _Toc172534184 h 15三、 HYPER

14、LINK l _Toc172534185 业务篇 PAGEREF _Toc172534185 h 16III HYPERLINK l _Toc172534186 Businesses PAGEREF _Toc172534186 h 16 HYPERLINK l _Toc172534187 （一）基本通信 PAGEREF _Toc172534187 h 17 HYPERLINK l _Toc172534188 (I)Basic businesses PAGEREF _Toc172534188 h 17 HYPERLINK l _Toc172534189 1、来电显示 PAGEREF _Toc17

15、2534189 h 17 HYPERLINK l _Toc172534190 1.Caller ID display PAGEREF _Toc172534190 h 17 HYPERLINK l _Toc172534191 2、短信业务 PAGEREF _Toc172534191 h 17 HYPERLINK l _Toc172534192 2.Short messages PAGEREF _Toc172534192 h 17 HYPERLINK l _Toc172534193 （二）个性通信 PAGEREF _Toc172534193 h 18 HYPERLINK l _Toc1725341

16、94 (II)Personalized businesses PAGEREF _Toc172534194 h 18 HYPERLINK l _Toc172534195 1、呼叫限制 PAGEREF _Toc172534195 h 18 HYPERLINK l _Toc172534196 1.Call Restriction PAGEREF _Toc172534196 h 18 HYPERLINK l _Toc172534197 2、彩铃业务 PAGEREF _Toc172534197 h 19 HYPERLINK l _Toc172534198 2.CRBT service PAGEREF _

17、Toc172534198 h 19 HYPERLINK l _Toc172534199 3、17951IP业务 PAGEREF _Toc172534199 h 20 HYPERLINK l _Toc172534200 3.17951 IP service PAGEREF _Toc172534200 h 20 HYPERLINK l _Toc172534201 4、神州行香港、澳门、台湾漫游 PAGEREF _Toc172534201 h 21 HYPERLINK l _Toc172534202 4.Shenzhouxing roaming service in Hong Kong, Macao

18、 and Taiwan PAGEREF _Toc172534202 h 21 HYPERLINK l _Toc172534203 （三）应用通信 PAGEREF _Toc172534203 h 23 HYPERLINK l _Toc172534204 (III)Applicable businesses PAGEREF _Toc172534204 h 23 HYPERLINK l _Toc172534205 1、天气预报 PAGEREF _Toc172534205 h 23 HYPERLINK l _Toc172534206 1.Weather forecast service PAGEREF

19、 _Toc172534206 h 23 HYPERLINK l _Toc172534207 2、手机邮箱 PAGEREF _Toc172534207 h 24 HYPERLINK l _Toc172534208 2.Mobile phone mailbox PAGEREF _Toc172534208 h 24 HYPERLINK l _Toc172534209 3、广播新干线 PAGEREF _Toc172534209 h 25 HYPERLINK l _Toc172534210 3.Broadcasting new highway PAGEREF _Toc172534210 h 25 HYP

20、ERLINK l _Toc172534211 （四）移动梦网 PAGEREF _Toc172534211 h 26 HYPERLINK l _Toc172534212 (V)Monternet PAGEREF _Toc172534212 h 26 HYPERLINK l _Toc172534213 1、什么是移动梦网？ PAGEREF _Toc172534213 h 26 HYPERLINK l _Toc172534214 1.What is Monternet? PAGEREF _Toc172534214 h 26 HYPERLINK l _Toc172534215 2、如何取消移动梦网？

21、PAGEREF _Toc172534215 h 26 HYPERLINK l _Toc172534216 2.How to cancel Monternet? PAGEREF _Toc172534216 h 26四、 HYPERLINK l _Toc172534217 资费介绍篇 PAGEREF _Toc172534217 h 28IV HYPERLINK l _Toc172534218 Rates PAGEREF _Toc172534218 h 28 HYPERLINK l _Toc172534219 （一）、基本资费 PAGEREF _Toc172534219 h 29 HYPERLINK

22、 l _Toc172534220 (I)Basic rates PAGEREF _Toc172534220 h 29 HYPERLINK l _Toc172534221 （二）12593优惠干线 PAGEREF _Toc172534221 h 30 HYPERLINK l _Toc172534222 (II)12593 Preferential Line PAGEREF _Toc172534222 h 30 HYPERLINK l _Toc172534223 1、如何使用12593优惠干线？ PAGEREF _Toc172534223 h 30 HYPERLINK l _Toc17253422

23、4 1.How to use 12593 preferential line? PAGEREF _Toc172534224 h 30 HYPERLINK l _Toc172534225 2、12593优惠干线的资费标准如何？ PAGEREF _Toc172534225 h 30 HYPERLINK l _Toc172534226 2.Whats the rate for 12593 preferential line? PAGEREF _Toc172534226 h 30 HYPERLINK l _Toc172534227 （三）亲情号码 PAGEREF _Toc172534227 h 31

24、HYPERLINK l _Toc172534228 (III)Familiarity Number PAGEREF _Toc172534228 h 31 HYPERLINK l _Toc172534229 1、什么是神州行亲情号码业务？ PAGEREF _Toc172534229 h 31 HYPERLINK l _Toc172534230 1.What is Shenzhouxing Familiarity Number Service? PAGEREF _Toc172534230 h 31 HYPERLINK l _Toc172534231 2、如何设置亲情号码？ PAGEREF _Toc

25、172534231 h 31 HYPERLINK l _Toc172534232 2.How to set you familiarity numbers? PAGEREF _Toc172534232 h 31 HYPERLINK l _Toc172534233 3、亲情号码的资费如何？ PAGEREF _Toc172534233 h 32 HYPERLINK l _Toc172534234 3.Whats the rate of familiarity number ? PAGEREF _Toc172534234 h 32 HYPERLINK l _Toc172534235 （四）17951

26、 IP电话 PAGEREF _Toc172534235 h 32 HYPERLINK l _Toc172534236 (IV)17951 IP call rates PAGEREF _Toc172534236 h 32 HYPERLINK l _Toc172534237 （五）神州行香港、澳门、台湾漫游资费 PAGEREF _Toc172534237 h 3233 HYPERLINK l _Toc172534238 (V)Shenzhouxing roaming rate in Hong Kong, Macao and Taiwan PAGEREF _Toc172534238 h 33 HYP

27、ERLINK l _Toc172534239 （六）新业务功能费 PAGEREF _Toc172534239 h 35 HYPERLINK l _Toc172534240 (VI)Function fee of new businesses PAGEREF _Toc172534240 h 35 HYPERLINK l _Toc172534241 （七）神州行省钱小窍门 PAGEREF _Toc172534241 h 36 HYPERLINK l _Toc172534242 (VII)Sweet tips for Shenzhouxing users PAGEREF _Toc172534242

28、h 36五、 HYPERLINK l _Toc172534243 话费查询/充值篇 PAGEREF _Toc172534243 h 37V HYPERLINK l _Toc172534244 Rate Inquiry/ Recharge PAGEREF _Toc172534244 h 37 HYPERLINK l _Toc172534245 （一）余额查询 PAGEREF _Toc172534245 h 38 HYPERLINK l _Toc172534246 (I)Balance inquiry PAGEREF _Toc172534246 h 38 HYPERLINK l _Toc17253

29、4247 （二）国内充值 PAGEREF _Toc172534247 h 38 HYPERLINK l _Toc172534248 (II)Domestic recharge PAGEREF _Toc172534248 h 38 HYPERLINK l _Toc172534249 （三）香港充值 PAGEREF _Toc172534249 h 38 HYPERLINK l _Toc172534250 (III)Recharge in Hong Kong PAGEREF _Toc172534250 h 38 HYPERLINK l _Toc172534251 （四）境外客服热线 PAGEREF

30、_Toc172534251 h 38 HYPERLINK l _Toc172534252 (IV)Foreign customer service hotline PAGEREF _Toc172534252 h 38神州行客户服务手册User Manual for Shenzhouxing Card公司介绍Introduction to Guangdong Mobile Communications Co., Ltd.（一）公司介绍(1)Company profile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

31、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。Guangdong Mobile Communications Co. Ltd. is one of the first operators to provide mobile telephone services in China. We have always adhered to the service principle of “Communicat

32、ing from the heart”, and have been dedicated to providing personalized services with high quality and convenience. Our network covers over 99% of the province and with this network, our users can also roam to any part of China. By the end of December 2006, we have cooperated with 285 operators in 21

33、6 countries and regions to provide GSM international roaming service, and with 126 operators in 135 countries and regions to provide GPRS international roaming service.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。We have

34、always insisted on leading services and business strategies and closely followed the most cutting-edge technological trends in the world, thus leading the development of mobile e-commerce. With more than 300 new services and businesses, our users can fully enjoy the convenience provided by our mobil

35、e information services for their life, studies and businesses.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！We have always upheld the principle that customers are the key to our success. With the professional spirit of constantly improving our services, we will devote ours

36、elves to providing the best services and creating high values for our customers and thus to constantly improving their living and working quality.（二）我们的品牌神州行(II)Our key product Shenzhouxing Card轻松由我，神州行！My Easy Way, 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

37、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。Shenzhouxing Card is a rechargeable prepaid card for GSM digital mobile phones. Call fees are charged in real-time with the amount in this rechargeable prepaid card. It is a

38、brand for prepaid calling cards. You can get a fixed mobile phone number without any network entrance fee or monthly rent by only purchasing a Shenzhouxing card (SIM card). After you get a SIM card, you can buy a mobile phone rechargeable card, and charge the value in the rechargeable card to your m

39、obile phone numbers account. With the SIM card and the recharged value, you can enjoy the same network and communication service with common Global Tone users. At present, Shenzhouxing users (excluding Shenzhouxing public card users and former Shenzhou public card users) can enjoy automatic roaming

40、service in the whole Chinese mainland , Hong Kong and Macao.Now Shenzhouxing public card users and former Shenzhou public card users cannot enjoy automatic roaming service in Hong Kong, Macao and Taiwan. （三）网络介绍(III)Introduction to our network1、网络概况=1.Introduction to our network中国移动数字移动电话网采用世界流行的GSM

41、（Global System for Mobile Communication）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。The digital mobile telephone network of China Mobile adopts the beehive network standard of GSM (Global System for Mobile Communications), which is popular in the world now. It features good security, high speech quality, mu

42、ltiple services and functions, and convenient roaming.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%。Through over 10 years hard work in network construction, we have built up a comprehensive communication network featured with broad coverage area, high communication q

43、uality, various business types, and top-ranking service level. Our network quality has always been ranked in the forefront all over the country, the network coverage rate being nearly 100%.2、未来展望=2.Future development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。The Mobile

44、 Communications industry in China is developing rapidly, and has shown its huge potential. To date, the number of mobile phone subscribers in China has exceeded that in the USA. And China Mobile Communications Group has about 200,000,000 users in China.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！We will be al

45、ways providing sincere services for our users, and cooperating with them for a prosperous Mobile Communications era in the future.神州行客户服务手册User Manual for Shenzhouxing Card服务篇Services（一）服务方式(I) Service mode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。The businesses o

46、f Shenzhouxing Card are mainly managed through self-service. You can manage your businesses with your service password, so please remember this password well, with which you will be able to manage your businesses more easily and conveniently. Sweet tips: This service password should not be too simpl

47、e, in case that it would be embezzled.（二）服务渠道(II) Service channels1、沟通100服务厅=1.Communication 100 service hall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；Every China Mobile service hall with a symbol of “Communication 100” provides all-round, personalized and satisfactory services for each user.2、1860/1861

48、客户服务热线=2.Customer service hotline 1860/1861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。This manual /automatic customer service hotline is u

49、sed to handle the complaints and suggestions from our users. Users can also manage their businesses themselves through this hotline. If you are a user of China Mobile Guangzhou, you can dial 10086 with your mobile phone in the metropolis free of charge. If you are not in Guangzhou, you can dial 0201

50、0086 with your mobile phoneand the call is free of local call fee and roaming fee (but if you just dial 10086, you will be put through to the local service hotline and not Guangzhous), with the toll call fee to be charged accordingly. For calls made with a non-China Mobile card, the local call fee,

51、roaming fee and toll call fee, if any, will be charged accordingly. Shenzhouxing users can dial02010086 in other parts of China for services as the same as those provided by 10086 inGuangzhou.3务热线=3.Service hotline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。Users of Shenzhouxin

52、g Card can inquire and manage their services through dialingwith their mobile phones.4、自助销售终端=4.Self-service sales terminals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。You can buy a rechargeable card from the self-service card distribution machines in any Communication 100 service hall of our company.5

53、、分销网点=5.Distribution network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！It refers to China Mobile service agents and card distribution networks. Those agents and networks are all symbolized with the characters of “Authorized distribution point of Guangzhou Mobile”.6、广东移动通信公司有限责任公共网址=6.Website of Gua

54、ngdong Mobile CommunicationsCo., Ltd. HYPERLINK ,全省统一网上移动业务咨询、查询和受理平台。 HYPERLINK This is the unified online platform of Guangdong Mobile for consultation, inquiries and service handling.7、短信渠道=7.Short message channels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。Users of Shenzhouxing Card can send free short

55、messages to the 1861 SMS port with their own mobile phones to manage related businesses of their cards.8、24小时自助服务厅：=8.24-hour self-service hall: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：You can inquire and manage your mobile services on the self-service terminal machines in the service halls. The self-se

56、rvice halls available now are listed below:（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=24-hour self-service hall on 2nd Tianhe South Road: No.26-1, 2nd Tianhe South Road（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=24-hour self-service hall on Longkou West Road: No.210-13, Longkou West Road, Tianhe District（3）中山三路24小时沟

57、通100自助服务厅：中山三路10号之一首层=24-hour self-service hall on rd Road: 1F, No.10-1, rd Road（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24-hour self-service hall on ZhongShan 1st Road: 1F, Jilin Hotel, No.48, ZhongShan 1st Road（5）天寿路24小时沟通100自助服务厅：天寿路8号首层101铺 =24-hour self-service hall on Tianshou Road: No.101 Stand, 1

58、F, No.8, Tianshou Road（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=24-hour self-service hall in Huajing New City: Atrium, 1F, No.6268, Huajing Road（三）服务受理(III) Service contents1、购卡1.Card purchasing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。You can purchase a Shenzhouxing Card set at our Communication 100

59、Service Hall or a distribution point at the cost price free of commission.温馨提示：=Sweet tips:=（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。After purchasing your card set, please activate it before the latest initial activation date as indicated.The dead

60、line for the latest charging activation call is already indicated on the envelope of the card set. If you fail to dial the activation numberwithin the above time, the prepaid card will become invalid.（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。Card sets are sold at the Communication 100