IDOE Special CUXZ-042024

Background

As a China Unicom subscriber, Li Ao keeps mobile service in contract with China Unicom Xuzhou Subsidiary, a subsidiary of China Unicom Jiangsu Corporation. In late January 2024, he suddenly noticed that no SMS messages can be received, with no prior notice to any possible service suspensions or disruptions by SMS, and email which is registered as a contact method. The subscriber complained to the company by getting in contact with their designated customer service channel on Web, with receiving helpless messages in the context of telling the current subscriber status and the instructions asking to change the mobile device.

The subscriber later complained to the service acceptance area serving as the most privileged service center in Xuzhou. Two representatives accepted the complain, and later determined the possible cause. Upon confirmation of the technician, a representative confirmed with the subscriber that a service in name of incoming call barring affected the usage of SMS, and therefore he cannot interfere with the internal system to solve the service issue. He refused to forward the subscriber's request asking for further confirmation on the nature of setting up such restriction.

Initial Appearance of the Issue

The issue initially happened with the following appearance: