My GIGENET Cancellation Experience
Apr 30, 2009
Never ever go for gigenet.com if you want a dedicated server. Here is the story:
I needed a VPN access to their infrastructure and asked to their sales if this is possible with them, because i loved it with softlayer. They said yes. 1 week after i ordered a bargain basement server to see their service quality and so. After i got my server and instructions to login to server and their client portal, i realized that there was no VPN available for me. After a few days of talks with their sales and techs along with a cancelation request, they confirmed to make it available for me.
They opened up a vpn access and a put a nic card on the box. Everything was dealed and was going good. Then i recieved an email from gigenet sales Brandon Hale that they processed my cancelation request and pulled the server offline immidiately (at the begining of the month where i paid for full month) and they cant refund me my money.
Gigenet is an epic fail. Here is a list of reasons:
1) Sales and Techs have lots of communication problems.
2) Sales promise all the things but never make it happen after you order the things.
3) Their infrastructure is very unfriendly. You get like four different passwords for
each interface you get. one for support one for portal one for vpn, etc etc...
4) They cut off the connection immidiately when you place a cancelation. They dont even wait for the remaining days for the month.
my conclusion is, if you really in need of a quality service just go for softlayer.
This post is not a bump up post for Softlayer but SL is the win.
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Jan 31, 2008
I would just like to let everyone know about my experience that I have had at vibrantstreamnetworks.com
This person named Kody, claims that he has a Large business but it is really a small and corrupted business, that i believe is operated by 1 person (kody himself)
Anyways, I purchased ShoutCast hosting from him for one of my clients, and I received my second month's invoice, and it isnt even the second month yet. I asked him to cancel my service because my client did not want it anymore. This is the reply i got from him
"I will after the payment is made"
I followed up by saying the following
"I am not making a payment for this month, i already paid the first month...
i dont want a second month service..."
VibrantStream Replied...
"Thats not how it works.Once the invoice is issued, it must be paid. Your allowed to cancel 10 days within the billing date of the invocie. "
It says nothing about this in his TOS/AUP
It just states the following...
Late Payments:
If payment on your account is not received by the due date, VibrantStream Networks will suspend your account within 48 hours of the due date. In the event of an outstanding balance for 7 days, a late payment fee of $5.00 will be applied to your account. In the event that the full balance plus late fees is not settled within 10 days of the due date, your account will be terminated. Account reactivation after suspension may take up to 24 hours and VibrantStream Networks reserve the right to delay or refuse reactivation at their sole discretion. Late payment suspensions are treated on a customer level and not on a domain/package level. Account data backups will only be provided after payment has been settled in full, including any late fees payable. Once an account is terminated VibrantStream Networks will not be able to recover any data from your account.
Vibrant stream networks then told me that they were going to turn me into collections.
I just felt that everyone thinking about purchasing from VibrantStream Networks should read this and look into other options!
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Nov 4, 2009
CANCEL & RECYCLE FOR STOCK IMMEDIATELY PER MIGRATION FOR SERVER
My server suddenly get canceled because of the migration. It was more than 24 hours since it happen. I did not get back my server and my data. Does any LT customer get the same problem ?
I try to leave a message on their phone and trouble ticket system, but I don't get and response so far.
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Apr 30, 2009
First of all excuse me for my bad english. My native language is spanish. All times on this thread are GMT -5.
On March, 19th, I ordered a VPS with WiredTree - one month using this promo. WT service is pretty good but unfortunately response times from their datacenter to my country (Peru) was terribly bad in sometimes. I open a support ticket to ask about this situation but WT technicians told me that there was no any problem at their side and it should be probably an issue with my ISP.
Since I never had an issue like this with my old provider and having in account that very low response times have been occurring only when I visit my site and not any other site, then I decided to move back to my old provider.
So, according to their TOS:
Quote:
Account Cancellation
Client must submit service cancellations by opening a ticket through our client portal at least 7 days but not more than 30 days before the end of the service's billing cycle. Cancellation requests are not accepted through phone, email, fax, or any other method besides through opening a ticket through our client portal. You must have all account information to cancel an account. Only the authorized account holder may cancel the account.
In the event of cancellation, customer will automatically be billed for any excess bandwidth usage during the then-current monthly billing cycle.
I open a billing ticket: (13 Apr 2009 15:07)
Quote:
Hello,
Please mark my account for cancellation. I'll not renew my VPS. You can cancel it when my current billing cycle expires (19th).
Thank you,
Jonathan
Well. I have done what their TOS says. Nothing more to discuss.
However at April, 28th, my card was charged for the amount of US$49.00 (April billing cycle). Why they charged my credit card if I already requested account cancellation? I dropped an email to billing asking about this issue.
What WT says? (28 Apr 2009 15:55)
Quote:
Hello,
It looks like the account cancellation was never followed up on since we requested a confirmation for the cancellation of the account in the last email. It also looks like you were trying to request the cancellation outside of the requirements of the Terms of Service. We can schedule the cancellation for the end of this billing cycle. Please, let me know if you have any questions about this.
Thanks,
Jacob
So I reply: (28 Apr 2009 16:15)
Quote:
Hello Jacob,
I'm very disappointed about the way how you want to manage this issue. It isn't as easy as you think: "We can schedule the cancellation for the end of this billing cycle". No! I want to get my money back to my card, it's my right.
What do you mean when you say "It also looks like you were trying to request the cancellation outside of the requirements of the Terms of Service"?
Thank you,
Jonathan
Then I got: (28 Apr 2009 17:03)
Quote:
Hello,
> I'm very disappointed about the way how you want to manage this issue. It isn't as easy as you think: "We can schedule the cancellation for the end of this billing cycle". No! I want to get my money back to my card, it's my right.
I will speak to my supervisor to see if there is anything that can be done about this. I will be able to get back to you about this tomorrow.
> What do you mean when you say "It also looks like you were trying to request the cancellation outside of the requirements of the Terms of Service"?
We require a 7 day notice of cancellation prior to the end of the billing cycle. The account renews on the 19th, so the last date of service is the 18th and the request would have needed to be made on the 12th, at the latest. As I mentioned above, I will speak with my supervisor about this and see if there is anything that can been done. Expect a reply to this tomorrow. If you have any questions in the meantime, please, let me know.
Thanks,
Jacob
And WT's final position: (29 Apr 2009 13:53)
Quote:
Hello Jonathan,
I'm sorry for the delay in response. I have spoken with my supervisor and he has reviewed this ticket. He told me if the cancellation had been confirmed, we could have proceeded even though the request was made a day late, but since there was no confirmation we cannot reverse the payment now because the server has been online for the past 10 days. We can proceed to cancel the server at the end of this billing cycle. Please, let me know if you have any other questions.
Thanks,
Jacob
So I have been charged for a service that I requested to be cancelled. I haven't using their VPS anymore after my first month with them finished. Why are they charging me?
I feel that the 'trick' is in the confirmation request. WT's position is understandable at some point of view however they need to understand that in their TOS it doesn't says that people should reply with a confirmation to the cancellation request. In fact, what you can ask after a client had requested account cancellation could be ignored. Account cancellation request is sent when someone has decided to not continue being your client.
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Jul 8, 2008
After I canceled my server with these guys two weeks ago now they are saying they never received cancellation and keep sending me invoices. One of them is for like $300 for "non-payment penalty". Can you believe this guys? And I was a customer for like 2 years too. They won't get a cent more from me.
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May 16, 2007
After being extremely dissatisfied with Virpus VPS hosting I decided to cancel my account with them 2 days ago. I opened a billing ticket requesting cancellation of my account and got a reply asking why. I responded and I have not heard back from them since. There is no cancellation confirmation and I can still log on to my account.
I've tried calling during the past 2 days but I only get a voicemail. Yes, that's right... voicemail everytime I call for the past 2 days. I've had no choice but to contact my credit card company and inform them that I no longer authorize Virpus to place any charges to my account.
Has anyone else tried to cancel an account with Virpus and have the same thing happen?
If yes, what did you have to do to get the cancellation to go through?
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Jan 28, 2007
I want to close this /usr/local/apache/domlogs/ logs for all domain how can I do?
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May 30, 2007
After being a customer of Virpus networks for less than 3 months I decided to cancel my VPS.
I have posted several tickets to staff, support, management but I have no reply from them.
Virpus is trying to charge my credit card for a service I cancelled more than 10 days ago.
There are other post with the same problem in the past.
I hope that Virpus stop trying to charge my credit card for a service I cancelled in advance.
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Dec 5, 2005
I just signed up for GoDaddy's Economy Plan for one year...but I guess I should've read the reviews it's getting here first
If I end up not liking this, can I cancel my service with GoDaddy and not have to pay for the remaining 11 months?(I'd only have to eat about 4 bucks for the one month)...
Or is there a way I can change from one year down to one month without a charge?
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Apr 12, 2009
Virpus - what hppd no reply to cancellation ?
806581 - Ticket id for reference
My friend wanted to move from virpus as he was having some issues, he mentioned all his reasons in the ticket and asked for the refund amount which was already existent in the virpus account, which he had paid them much earlier.
There was no reply to his ticket even after 2 days ..
So, he asked me to send an pm to Ken, haven't got reply from Ken either.
Recently, the sales dpt, replies haven't been up to the mark at virpus , their tech support still sounds good though,
Never expected this longer delay virpus - Ken, its almost 4 days since the ticket has been created and submitted to you,
sorry for creating a ticket, but u have left no other choice, as I neither got reply from mr.Ken in the past 2 days nor there was a reply to the support ticket.
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Feb 6, 2009
I am wondering if anyone else has had problems with [url] with regards to closing there account? I was able to get the account canceled, quickly, but they are still billing me. Support tickets to there billing department go unanswered and conveniently get closed after 128 hours.
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Dec 31, 2008
a bit over a month ago i ordered a dedicated server from vectoral servers and it said they are usually online within 24 hours but to give them up to 72 hours. so i waited and after 4 days i ordered another server from another company which came online in 12 hours. so i emailed vectoral asking them to cancel the order and refund my money.
i got no response.
6 days after ordering the server i received an email from vectoral with details of the server. i then sent them another email saying please dont bill me again, i have no use for the server now and just cancel it.
again i got no reply and now i have seen they have just charged my card again. so now im being forced to do a chargeback, complaint to visa and the merchant processor and try to get them blacklisted off my card or i might even need to order a new credit card.
be very careful this company chooses not to respond because of their horrible customer service they seem to be very desperate for money even to the point of outright credit card fraud.
i will update this with the results of my chargeback, hopefully it will tip the limit on their merchant account and they will lose it.
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Jun 5, 2008
I dont bash hosts often, because i realize some problems will come up that are out of the host's hands. Network downtime, hardware failure, etc.
Most ive been with, have been very understanding, and willing and ready to remedy the situation by compromise on both the customer, and hosts sides.
I decided to switch my forum to a VPS and decided to go with ZONE.net. They seemed reasonably priced, and ive seen some good reviews here on WHT.
So, this past Saturday evening, I signed up and get the first few payment confirmation emails.
Monday morning, I get an email from my current shared host, that I would not qualify for a refund for that month since it was past the 30 day money back guarantee. I had been with them for 3 months. I had 2 weeks to go so I said ok, it seemed fair.
I email zone.net on Monday to cancel the VPS since it hadn't even been provisioned yet.
Tuesday morning, I wake up to account info from zone.net
I shoot back in email asking why it hadn't been canceled since i would be staying with my host a little longer. I asked them to cancel, and issue a refund.
They quickly point me to their TOS and state they dont issue refunds for any reason. I would be inclined to agree, but certainly these are special circumstances. I asked to cancel my VPS BEFORE it was even created.
I shoot back an email saying that I would be willing to settle a refund, minus the costs of the control panel license, which is the only thing they are out anyway. I have not even logged in to the account. This was all Tuesday morning. I have not heard back from them yet. They are probably ignoring me.
I will not email them anymore, I will not even ask for the refund back anymore.
So, be warned. If you decide to get a VPS with zone.net, MAKE SURE THERE ARE NO HICCUPS, and BE SURE YOU WILL NOT CHANGE YOUR MIND AFTER HITTING THE SUBMIT BUTTON. Oh and expect 48hrs+ of setup time on something other hosts do in 3hrs or less.
If they need to hold on to a customer's money like this, they obviously need it more than me to keep their so called business afloat.
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Dec 4, 2008
Do you think that having a 30 day cancellation period for a server is a bit excessive? This seems like ploy so that they get an extra month out of you don't you think? Do you think we know whats going to happen, and plan a month ahead of time for it? Some of these providers have 30 day cancellation periods, which I think is absurd.
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Jun 21, 2007
I entered the domain name in wrong - domain.com instead of www .domain.com - and decided to not approve it when you get to the final step as rapidssl said to do.
So how long do i need to wait before namecheap will update the status so that I can start the process again ?
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Apr 20, 2008
How much Notice do I need to give nocster/burst before cancelling?
Not ready to cancell just yet but probably will be at the end of next month. (Moving to co-lo and as i'm in the UK burstnet's datacenter would be a bit far to travel so Won't be using them for Co-lo)
Couldn't find mention of the minimum notice period on their site.
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Sep 3, 2008
I initiated a account cancellation on around 31st July through sending an email. In response I was advised to open a ticket by logging into the Control Panel I did it as requested. Till now account is not canceled and day before yesterday I got charged for another month. Actually thats the time I came to know that its still not canceled. Since then I am contacting FH HelpDesk and I am just getting the same reply "I have put a note to my manager" It's happening for two days now. Yesterday I was told my request will be closed by late evening and I will be given the refund...but no action.
Now I contacted them again, got the same reply "I have put a another note to my manager"
I know probably I am whining out my fustration but waiting for a month and then manager is "unable" to take a look at note by the support...not sure whats happening
To the full disclosure, I had signed up multiple times with FH (may be 6-8 times) in a year or two period and had canclled the account on differnet occasions (due to my busy schedules I am unable to maintain the site) and I have always got a fantastic service to say the least...but this time...
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Jun 9, 2008
moving my colocation (just a single 1U server) to another provider. Is it reasonable to expect to be able to pay the original provider a fee to ship the server to the new location for me instead of requiring me to fly to the DC to pick up the server and do it myself?
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Apr 30, 2009
I signed up for a basic dedicated server (carbon.aeflexmedia.com/69.65.42.26) from Gigenet back in September. It's now almost May, and I've got one simple thing to say about Gigenet - they are incredible.
I had a small issue when first getting the server, where I was supposed to have VPN/KVMoIP access and didn't have it, but a quick phone call to their support team, and a couple of hours later, I had the server setup with VPN and KVMoIP. Aside from that, as well as a few tickets regarding IP/PTR requests, I haven't had to use the support very much, but when I do contact support, replies come typically within 5-10 minutes, sometimes even less.
The network is incredible, definitely the best network in the Midwest, maybe even the US. It's never down, and latency is always low to my location in suburban Chicago, on both DSL and Cable. If there are any issues, their team are always willing to solve the issue.
The server's an Intel Core2Duo E7200, with 2GB of RAM, and a 250GB Hard Drive. The hardware is top notch, and I haven't had any issues with it. The server also has KVMoIP/IPMI, which is accessible through the control panel, as well as through VPN.
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Aug 18, 2008
as our business is expanding so no we are planning to have 1 More server now and i found gigenet.com
so just wanted to know anyone here using them?
are they high quality provider?
how is their support and services?
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Jan 1, 2009
what's your opinon for gigenet.com ?
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Jan 6, 2009
I've never written a review before neither have i really remained active on these forums, but i'd like to give you my small updated review of Gigenet if it would help.
I can honestly say i've only been with these for a week at the most thus going to give a monthly update on my hosting experience with Gigenet. If you don't fancy reading through this whole post then let me make it quick for you, i've purchased a dedicated server from them and they're fantastic - i would highly recommend them to anyone. But if you fancy reading through my so called detailed review then feel free to read on.
The Setup
-----------
I ordered at about 10pm GMT (what time this is in the US i do not know) but i woke up the following morning with all the details i needed to start working on the dedicated server. The time was 23:23:51 when i receieved details for the server so the setup was a little under 1 hour and a half. I'll let you discuss the setup time, but i thought it was fantastic.
The Support
-----------
I'm very new to the web hosting industry (i've had experience with resellers before) so i've required a lot of help from their sales and support - which i can happily say has been the best experience i've had from a company such as theirselves before. They've been able to reply to all my support tickets within 5 minutes and i've started about 5 different tickets on numerous occasions requiring help, they gave a prompt reply with everything i needed to know.
The Staff
------------
Brilliant support staff and very helpful, just what you'd want to pay for. The staff make sure you're happy with the support they have given you, fantastic support usually very detailed helpful responses. Just like to say a personal thanks to each staff member for being polite and helpful with all my requests. Not forgetting the sales staff either, Brandon Hale - very helpful guy, i'm sure the others are as well.
The Pricing
-------------
I'm assuming it's not the lowest pricing in the world, it's always possible to find better deals elsewhere but i would seriously pay more for the service Gigenet has to offer, it's well worth it. If the service they have provided so far is going to continue which i'm sure it will, then i'm going to be using these guys for years to come.
The Uptime
-------------
It's just what you'd expect for a weeks of hosting really, 100%. But the service they run is definately professional so i can't see any problems persisting, but i'll update you all with this information as time passes. I've not met any other problems as of yet either, but again i'll update you on my progress.
Again, i can't emphasise enough how happy i am to be a customer of Gignet's and i'm going to be a customer for a while to come. I hope this small review has been of any help to anyone currently researching Gigenet. I also really apreciate the fantastic service Gigenet has currently provided, so i thought i'd show some apreciation and post a review for them.
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Jun 10, 2009
i have been with softlayer more than 3 yeres now iam looking to new data center and new server hosting any of this 2 company is good ?
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Jan 8, 2009
We have servers in many DC's FDC, Singlehop, DedicatedNOW, ThePlanet, but no one set up our servers faster than Gigenet. I placed the order and 2 hours later I get my server login details and all the plugins I needed were also installed. I also read on their website that 95% of the servers get deployed within 2 hours which is great! I have contacted support 2 times and they replied quickly and they did exactly what I asked for. So far so good and will update everyone in a couple of months on how everything goes.
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Aug 5, 2009
i've been trying to contact Gigenet Sales for over 24hours via email and live chat, but no reply from both email & live chat.
is gigenet reliable?
i've seen many great review about Gigenet but why can't they reply my sales inquiry?
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May 30, 2009
if someone who has used both the providers could help me decide between the two.
I need an unmanaged server and location for both is fine for me.
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Oct 18, 2008
Our website, hosted in Canada, came under DDOS attack 4 days ago and our IP immediately got null routed. I understand this action.
As Gigenet is reputed for being good there, I contacted them, among other suppliers of remote protection.
A first chat with Derek at Gigenet.com was pretty good, despite I got disconnected a few times due to my internet connection problems. Derek quickly supplied a test IP, and I sent the website there. Unfortunately (!) the attack had stopped and he could not see anything. Then I got disconnected and could not connect again before the morning
In the morning I sent an email to Derek as he was not online, asking him some details about the setup, especially technical modifications we would have to make to our scripts.
I had to wait TWO days to get a reply, more than short. I emailed him again.
I connected again yesterday on Gigenet, could catch Derek 2 minutes, he said "I reply to your email quickly". I told him we are waiting his reply to subscribe to their proxyshield protection.
After 2 hours wait, I went to the gigenet chat again and John Lee helped me a lot, replying to my questions, but the last one "must be replied by Derek", he said. Concerning the price and concrete setup. He told me that Derek will reply immediately after his conference.
I went to bed as I am in another TZ, thinking that I will get his email during the night.
Morning; NO email. And now the chat is closed until Monday. So I sent an email to "sales", asking in short if gigenet is a serious company or what. FOUR DAYS offline due to attacks!
Mister Ameen Pishdadi kindly replied me right now "We are not interested in working on this project with you as you are not being attacked on the demo account we gave you.
When you have a real attack please contact us."
What is this crap? As soon as we are attacked we are null routed and I promised my hosting company we won't connect the site again without protection!
And gigenet does not sell their program (at $1300 by month, first level!) as a PREVENTIVE action?
I am more than disappointed by this so called "good company". If somebody could tell me an email of a HIGH executive, thank you. Writing to "sales@gigenet.com" will probably be without result.
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Nov 1, 2008
how TB10 is VS Gigenet? I have Gigenet as my host and for DDOS protection. Due to the sluggish times, I've been hit hard on my primary income earning sites. Since I am paying Gigenet for both hosting and DDOS protection, my costs have gone up quite a bit. I was thinking of moving my two servers over to TB10. It would considerably save me a nice some of money. I only have one question. Is TB10's service (hosting and DDOS protection) as good as Gigenet?
Its mainly a pricing issue. I'd cut around 1500 a month in hosting costs.
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Nov 25, 2008
Im currently hosted with Staminus, I left dedicatednow in the past because of the way they handled the ddos attacks, if they were too big they would just give up very easily.
Thats not something I was ok with. Im wondering now if maybe things have changed or where I should go? I am currently with Staminus but they are too over priced for me. I want to move to a nice 8 core somewhere else that I don't have to tack on hundreds more just to stay online.
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Dec 4, 2008
Does anyone know of a reseller (as gigenet doesn't sell them directly AFAIK) of VPSs at the gigenet datacenter?
I need a new VPS for a new project and I'm looking at one located in the midwest and Chicago seems a perfect location. My project isn't big enough to require a dedi, but I was hoping to find a vps company who has nodes at gigenet.
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Nov 7, 2008
Both are great companies which causes me to have a hard time deciding which to choose..10TB
-Resold servers from SoftLayer, which is a plus
-SoftLayer offers small to mid range DDoS protection if I am not wrong
-Cost efficient
-Reputable
-And many more..Gigenet
-Cost efficient
-Owns their own datacenter
-Offers a wide range of products and add-ons for a low cost/minimum cost
-Solid SLA
-Reputable
-And many more..
I am also considering going for both, but I still need one of them for a start..
Personally I like 10TB more, for no particular reason, just liking it, but I can't resist what Gigenet offers too.. I wish to go for both too..
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