Ultra Fast Broadband. Your guide to staying connected to the world. Vodafone Power to you

Transcription

1 Ultra Fast Broadband Your guide to staying connected to the world Vodafone Power to you 1

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3 Thanks for choosing Vodafone Ultra Fast is the revolutionary new broadband that lets you download high-definition movies in minutes, upload entire photo albums in seconds, stream TV shows with less buffering, make high-definition video calls and play your games online with less lag. Take advantage of cloud computing and working from home more efficiently. No matter what you re into, you can do your thing better and faster with Vodafone Ultra Fast Broadband. My Vodafone Manage your account online 24/7 and view or pay your bill. 4 Enjoy Vodafone TV Tools to help you get the most out of Vodafone TV. 5 Your Vodafone Ultra Fast Broadband How to set up your broadband. 6 Your home phone Calling options and step-by-step instructions on how to set up any phone features you have. 8 Your bill Learn how your bill works and check out our quick and easy payment options. 29 Need help? Ways to get in touch. 31 3

4 My Vodafone Lets you easily manage your home phone and broadband account online 24/7. Using My Vodafone To get started, go to vodafone.co.nz/myvodafone and select the CustomerZone tab to sign in. For first time users, you sign in with your account number and account password. Your password is the one you selected when you signed up with Vodafone. Once you ve set up a profile, you can sign in with your personal username and password. In My Vodafone, you can: Check your broadband usage View your current and past bills Make payments Change any nominated BestMates for home phone numbers 4

5 Vodafone TV If you have chosen Vodafone TV you can get these great benefits and tools to assist in getting the most from your service. SKY GO SKY GO now has up to 17 live streaming channels and can be viewed on your smartphone or tablet *. For more info, visit: vodafone.co.nz/tv/skygo Vodafone TV App This very clever app gives you the ability to series link, share and view the guide as well as remote record your favourite programmes straight from your mobile device.* You can download it from the App store or Google Play. SKY Arena Enjoy boxing, wrestling and other big events from the comfort of your lounge. SKY Arena Events is now available on Vodafone TV digital recorder. Just book using your remote in the hour leading up to the event. *Available on selected devices. 5

6 Your Vodafone Ultra Fast Broadband No setup required With Vodafone Ultra Fast Broadband, you re already set up. Just turn it on. Once you ve plugged in your HomeHub wireless router, it will connect to the Vodafone network and will be automatically configured with your new Vodafone settings. Setting up your wireless network To set up your wireless connection, just follow the setup guide that came with your HomeHub wireless router. If you need help setting up your wireless network with other devices, you ll need to contact a computer technician. A helpful tool to monitor your broadband performance Broadband speed test Sometimes our contact centre will ask you to carry out a broadband speed test as part of troubleshooting your connection. You can check the speed of your connection at any time using our online speed test at vodafone.co.nz/broadband/speedtest Please note: your broadband speed will vary depending on things like how far you are from our equipment and how many other people are using it at the time. So the speed of your plan is the maximum possible speed, not a guaranteed speed. Your fibre line is reliant on mains power. This means that in the event of a mains power outage, all services on your fibre line, including medical alarm, monitored house alarm, and emergency services (111) will not work. Please ensure you have an alternate means of contacting emergency services in case of mains failure (eg. a mobile phone). 6

7 Tips for staying safe online: Be aware of hoax and phishing s. They look like legitimate messages but ask you to enter your account details or reply to the . Spammers use this information to gain access to your accounts for identity theft and spamming Delete any s that ask for your username and/or password and never click on a link, reply to the , or provide any of the requested details in an that looks suspicious Please note that Vodafone will never ask for your username and password details via Make sure you re running the latest version of your security software and that it includes anti-spyware and firewall protection Make sure the latest security patches have been applied Turn off the AUTORUN and AUTOPLAY settings for USB memory sticks Make sure your passwords are secure and change them regularly. For more on protecting yourself online, go to the help and support section at vodafone.co.nz and enter your question in the Search box.fone 7

8 Your home phone If you have a home phone line, calling plans and Add-Ons give you the flexibility to connect with your world, your way. Calling plans If you make lots of calls, a calling plan will give you fantastic value. But if most of your calls are to just a handful of people, then our calling Add-Ons on the following page could suit you better. Your Home Services come with our standard per-minute calling plan, which includes local calls and low calling rates to national and international landlines and mobiles. Calls to national mobiles cost 36c per minute. Calls to national landlines cost 25c per minute, capped at $3.00 for two hours. Visit vodafone.co.nz/homerates for more info. If you need more than your standard calling plan, just add one of these calling plans or a calling Add-On to your account and you ll get an unlimited number of calls to selected destinations for one low monthly price. Call NZ Unlimited number of calls (up to three hours per call*) any time to national landlines. Call NZ + Aus^ Unlimited number of calls (up to three hours per call*) any time to national and Australianˆ landlines. *A per-minute charge will be incurred for calls over three hours. 8

9 Call World Unlimited number of calls (up to three hours per call*) any time to landlines in 28 countries including NZ, Australiaˆ, the USA, China, Japan and the UK. ˆDoes not include calls to Ashmore and Cartier Islands, Christmas Island, Cocos (Keeling) Islands, Coral Sea Islands, Heard Island, McDonald Islands, Norfolk Island and Macquarie Island. Additional charges apply. If you want to call destinations not included in your your Vodafone calling plan, you will simply be charged at our standard per-minute landline and mobile rates in addition to your calling plan s monthly fee. Changing calling plans and features is easy You can change your calling plan and features at any time. Simply call to change your plan choice and your new plan will take effect at the start of the following month. Easy. Calling Add-Ons Do you often call just a handful of people? Then one of our calling Add-Ons may be best for you. BestMates for home phone BestMates for home phone lets you choose five NZ mobile or NZ landline numbers to call as much as you like (up to two hours per call) from your Vodafone Home Services phone. 9

10 BestMates for home phone : Your nominated BestMate numbers can be any NZ landline or NZ mobile number. You can t nominate an international phone number, special number (such as a 0900 or 0800 number) or a short code as any of your nominated numbers. If you want to change your nominated numbers, you can do this at anytime. However you can only change each nominated number once per month. If your call goes over two hours, you will be charged 25c per minute for national landline calls or 36c per minute for national mobile calls. All other calls will be charged at the standard per-minute rates of your calling plan. You can give each of your nominated numbers a unique label description or nickname (eg. Mum, Friend, Sister, Boyfriend) and you can add, edit or remove a nickname as often as you like. The monthly fee for the BestMates for Home Phone Add-On is billed in advance. Also, if you add BestMates for Home Phone partway through the month, you ll also be charged a part-month charge from when you added BestMates for Home Phone to the end of the billing period. 10

11 Home phone features Here are some of the most popular features we provide. The choice is yours. Call Control Call Control lets you control the chargeable calls made from your phone. Caller Display On a phone with display capabilities, you can see the phone number of the person calling you before you pick up the phone (please note, unlisted and confidential numbers will not display). Call Divert Available as a pay-per-use option, and you re charged per call diverted. Call Divert lets you transfer all your incoming calls to another number. Call Divert Remote Access Lets you activate or deactivate Call Divert from any phone. As you move from location to location, you can redirect your calls from where you were, to where you will be. Call Waiting Call Waiting lets you answer another call, even when you re already on the phone. Additional charges may apply to some of these phone features. 11

12 Phone and Faxline Phone and Faxline allows you to receive fax and voice calls on the one phone line, each with their own phone number and distinct ring. Three Way Calling Three Way Calling allows you to set up a phone conversation with two different people in different locations. Voice Messaging Never miss another call. Voice Messaging makes your life easier by turning your phone into a 24-hour answering system. Additional charges may apply to some of these phone features. 12

13 Setting up your home phone features Simply use the following steps to set up and control the features you have on your phone. Call Control Call Control lets you control the chargeable calls made from your phone. Call Control operates in conjunction with a Call Bar. Upon lifting the receiver, a PIN number is entered and the call bar is lifted for the duration of the call. How to use Call Control: Lift the receiver and enter *22 (* Call Control) Enter the FOUR DIGIT PIN and press #. Call Customer Care on to arrange your FOUR DIGIT PIN. Dial the number you wish to call. Things you should know about Call Control Call Control does not prevent incoming collect or transfer charge calls. You will still be able to make calls to 111 emergency services. The four-digit PIN will be your phone PIN. If you want to change this PIN, simply call us or log in to My Vodafone. Caller Display On a phone with display capabilities, you can see the phone number of the person calling you before you pick up the phone (please note, unlisted and confidential numbers will not display). You choose which calls to answer and which calls to ring back at your convenience. 13

14 To disable Caller Display when calling a number To prevent your number from being displayed when making a call to someone else, follow the steps below. This service is free and works on a per-call basis. To get permanent blocking, please contact Customer Care on Press *32 Wait for two beeps and then the dial tone before dialling the number. Call Divert Available as a pay-per-use option, and you re charged per call diverted. Call Divert lets you transfer all your incoming calls to another number. Call Divert can only be activated or deactivated from your home phone. To divert your incoming calls: Enter the activation code *23 (* Call Divert) You will hear a number of beeps followed by a dial tone Enter the phone number you want your calls diverted to, followed by # You will hear two short tones that confirm your Call Divert is established. You can now hang up. While your phone is diverted, it will still give one short ring if someone calls, to remind you that it is diverted. Your calls will continue to be diverted to the number you ve selected until you cancel the diversion (see below). Outgoing calls can be made as usual. Normal call charges apply to diverted calls; they will appear on your bill and will be marked with CD. To cancel Call Divert: Enter the cancel code #23 (* Call Divert). You will hear two beep tones to indicate that Call Divert has been cancelled. 14

15 Call Divert Remote Access Call Divert Remote Access lets you activate or deactivate Call Divert from any phone. As you move from location to location, you can redirect your calls from where you were, to where you will be. Setting up your Call Divert Remote Access service Before using this feature for the first time, you must complete the following steps from your own phone: Lift the receiver and enter the activation code *81 Enter *75 then press the # key You will be asked to enter your PIN; the default PIN is Enter this, then press the # key Enter the new PIN as prompted, followed by # Re-enter your new PIN and press # to confirm You will then be told that your PIN has been updated and the service is ready for you to use. Using Call Divert Remote Access Dial the relevant number shown below from any phone. Remember to use the area code when dialling from a mobile phone or from outside your local calling area. Wellington (939 CDRA) Christchurch (982 CDRA) You will then be asked to enter your phone number (ie: the number that you want your calls diverted from) and your PIN, followed by #. You must enter the phone number and the PIN in succession for the feature to work properly. Enter *23 (* Call Divert) then press # Enter the phone number you want your calls diverted to, then press # Press 1 to confirm the phone number you re forwarding your calls to. You will hear two beeps to confirm that your calls will be diverted. 15

16 To cancel Call Divert Remote Access From your own phone: Enter the cancel code #23 (# Call Divert) You ll hear two beeps to indicate that Call Divert Remote Access has been cancelled. From any other phone: Dial the relevant number shown below from any phone. Remember to use the area code when dialling from a mobile phone or from outside your local calling area. Wellington (939 CDRA) Christchurch (982 CDRA) Enter your phone number (ie: the number you have been diverting calls from) and your PIN, followed by the # key You must enter the phone number and the PIN in succession for the deactivation process to work. Enter #23 then press # You will hear two beeps to indicate that Call Divert Remote Access has been cancelled. Calls to activate or deactivate Call Divert Remote Access will be charged to the account of the phone from which the call is made. Standard calling charges apply if you divert your calls to a mobile phone or to another phone outside your local calling area, including international. These charges are payable by the call diverter, not the caller. Call Waiting Call Waiting lets you answer another call, even when you re already on the phone. If you re talking on the phone and someone else tries to call you local or long distance you ll hear a beep tone. A few seconds later, you ll hear the tone again. The person trying to ring you will hear the normal ringing sound. 16

17 To use Call Waiting: To put your call on hold, press either the Hook, Flash or Recall button for half a second. This will put your first caller on hold, and connect you to the second caller To return to the first caller, press either the Hook, Flash or Recall button briefly. This will put your second caller on hold. If you hang up the phone and forget that you still have another call on hold, your phone will ring within two seconds and the second caller will be back on the line. To cancel Call Waiting: Call Waiting can be suspended on a per-call basis, either before initiating a call or during an existing call. Cancelling Call Waiting remains in effect only for that call. Once you hang up, Call Waiting is automatically restored. Any parties calling will receive a busy signal when Cancel Call Waiting is in effect. To cancel Call Waiting before placing a call: Enter the deactivation code #29 (# Call Waiting). You will receive a second dial tone. Enter the number you wish to call. To cancel Call Waiting during a call: While connected to your call, press the Hook, Flash or Recall button briefly and wait for the dial tone. Enter the deactivation code #29 (# Call Waiting). You will hear two beeps to confirm Call Waiting has been cancelled and then you ll be returned to your call. Disabling Call Waiting while using Dial Up Internet: If Call Waiting is not disabled while you are using Dial Up Internet, your session may be cut off when a phone call comes through. To prevent this happening, you will need to add a #29 Prefix in front of your Dial Up number. Open the My Computer folder on your computer desktop Open the Dial-Up Networking folder Add #29 as a prefix to the dial-up number on the computer screen. 17

18 Phone and Faxline Phone and Faxline allows you to receive fax and voice calls on the one phone line, each with their own phone number and distinct ring. When the phone rings, you ll be able to distinguish (by the sound of the ring), which is a fax or a phone call. To do this, you ll need to be allocated a separate number for your fax machine. Three Way Calling Three Way Calling allows you to set up a phone conversation with two different people in different locations. All three of you can make plans or share important information at the same time. To set up a Three Way Call: Call the first number While you are connected to the first party, press the Hook, Flash or Recall button for about half a second. You ll hear four short beeps, and then a dial tone. Dial the second number, and when you re connected, press the Hook, Flash or Recall button briefly again. You and the other two people can now talk to and hear each other. To add a different party to the Three Way Call: You can press the Hook, Flash or Recall button for a couple of seconds to disconnect the third party and add a different person to the conversation by following the above instructions. If you get a busy signal, or no answer, just press the Hook, Flash or Recall button briefly twice to return to the original call. Ending the call If either the second or third party hangs up, you can continue talking with the other person; but if you hang up, the call will terminate. For calls outside of your local calling area (including mobile and international), charges apply to the person who dials the chargeble number. 18

19 Voice Messaging Never miss another call. Voice Messaging makes your life easier by turning your phone into a 24-hour answering system. Messages are stored electronically, so they re clear and easy to understand. It s easy to use and retrieving your messages is quick and simple, even when you re away. Voice Messaging tips: Once your Voice Messaging has been set up, your phone will automatically switch to your Voice Messaging service after five rings You must personalise your Voice Messaging before it will start taking messages for you Voice prompts will guide you through personalising your Voice Messaging and retrieving your messages A stutter dial tone (sounds like a fast busy signal) will let you know you have a new message Any messages you have will play automatically when you access Voice Messaging Voice Messaging will store up to 40 new and saved messages. Saved messages will be stored for 20 days. Messages you haven t heard will be stored indefinitely For more information while in your Voice Messaging, press 0. Otherwise, call us on Calling Voice Messaging for the first time: From your home number dial You will be prompted to enter a password Enter your Starter Password (this your phone number including area code e.g ) followed by the # key Follow the simple prompts to personalise your mailbox. You ll be asked to change your password. Your new password must be between 4 and 10 digits and can t be a simple series e.g or For security, we recommend you do not use part of your phone number. 19

20 Please keep a note of your Voice Messaging password (PIN), as we do not hold a record of this. My Voice Messaging password (PIN) is You ll also be asked to record your name and a personal greeting. Your personalised greeting can be a maximum of three minutes in duration. We recommend you record a personalised greeting, as this encourages people calling to leave a message. Your Voice Messaging is now ready for use. If you forget your password If you forget your password (PIN) please call us on and we can reset it for you. Accessing Voice Messaging Accessing Voice Messaging from your home phone: Dial Enter your Voice Messaging password followed by the # key. Accessing Voice Messaging from any other phone within New Zealand: Dial Enter your Voice Messaging password followed by the # key Follow the prompts to enter your Mailbox Number (your area code and phone number e.g ) followed by the # key. Accessing Voice Messaging from overseas: Dial the appropriate international access code for the country you re in (e.g if in Australia) Dial Follow the prompts to enter your Mailbox Number (your area code and phone number e.g ) followed by the # key Enter your Voice Messaging password followed by the # key. 20

21 Listening to messages A number of options are available while listening to your messages. Press * : To go to the Main Menu Press 1 : To restart the message from the beginning Press 11 : To play the date and time of the message (Message Envelope) Press 2 : To save the message Press 3 : To delete the message Press 6 : To skip to the next message Press 7: To rewind the message 10 seconds Press 8 : To pause or resume the message Press 9: To fast forward the message 10 seconds Press # : To call back the caller Calling back a caller You can call back someone who has left you a message, by pressing the # key during their message. You ll be asked to confirm the number they called from or prompted to enter a new number to call. You must enter a number to call if they called you from a blocked or private number. Retrieving a deleted message If you delete a message by mistake, don t hang up. Simply listen to your messages again. Messages you deleted will be played last. Once you hang up, deleted messages cannot be retrieved. Callers leaving you a message After leaving you a message your callers can press 1 for additional options. Press 1 : To confirm their message Press 2 : To listen to their message again Press 3 : To record their message again Press 4 : To mark their message urgent priority Press 5 : To add to their message Press 6 : To enter a contact number 21

22 You can listen to the date and time of all the messages left for you without listening to the messages themselves. From the Main Menu: Press 11 Press * to cancel while listening Customising your greetings You can select from a variety of greeting options standard, personal, busy or extended absence. Standard Greeting If you don t want to use your own greeting, you can use the Standard Greeting. Callers will hear your name and a standard message whenever they reach your mailbox. For example, callers will hear John Doe is not available right now. Please leave a detailed message after the tone. From the Main Menu: Press 312 to activate the Standard Greeting To deactivate the Standard Greeting, simply record a new Personal or Busy Greeting or reinstate any previously recorded greetings. Personal Greeting Your Personal Greeting is played when you do not answer the phone. From the Main Menu: Press 3111 to hear your Personal Greeting Press 1 : To keep your recorded greeting, or Press 2 : To record a new greeting. Busy Greeting Your Busy Greeting is played when you are on the phone. From the Main Menu: Press 3112 to hear your Personal Greeting Press 1 : To keep your recorded greeting, or Press 2 : To record a new greeting. 22

23 Extended Absence Greeting You can activate an Extended Absence Greeting to be played when you re unavailable without having to record over your Personal Greeting. This is useful when you need a temporary message or will be away for a long period. You can choose to have the Extended Absence Greeting accept messages or simply play the greeting without the caller being able to leave a message. From the Main Menu: Press 314 Press 1 : To turn accept message on, or Press 2 : To turn accept message off Changing your Recorded Name Your Recorded Name (Mailbox Name) is the name used in the Standard Greeting and for Call Forward and Message Waiting Notification. From the Main Menu: Press 313 Press 1 : To keep your recorded name, or Press 2 : To record a new name. Password options Changing your password: From the Main Menu: Press 321 If you forget your password (PIN), please call us on Password suppression: You can disable password entry when calling Voice Messaging from your own phone. From the Main Menu: Press 3221 If you wish to re-enable this, repeat the same step. You cannot disable password entry when calling Voice Messaging from any other phone. 23

24 Setting up Call Forward Instead of leaving you a message when you re not at home, your callers can press 0 while listening to your recorded greeting to have their call transferred to you at another number. You can specify the times during when calls will be transferred, and can select different times during the week and the weekend. You can change the number, change the schedule or turn this feature on and off to suit your needs. When accessing Call Forward for the first time your own phone number will be stored as the Call Forward number. You must change this to the number you wish to have your calls transferred to. We recommend you advise your callers to press 0 to transfer their call within your Personal Greeting or advise selected callers only. You will need to pay any applicable charges for the transferred portion of the call. To set up Call Forward: From the Main Menu: Press 334 Press 1 : To turn call forward on or off Press 2 : To change the call forward number Press 3 : To set up the call forward schedule Setting up Message Waiting Notification Outcalls Instead of regularly checking your messages when you re away from home, Voice Messaging can call you whenever a message has been left. You can be notified of all messages or only those marked as urgent. You can specify the time during which you will be notified and can select different times for during the week and the weekend. You can change the number, change the schedule or turn this feature on and off to suit your needs. 24

25 When accessing Message Waiting Notification for the first time, your own phone number will be stored as the notification number. You must change this to the number you wish to be called on. You will need to pay any applicable charges for the notification call. To set up Message Waiting Notification Outcalls to a telephone: From the Main Menu: Press 333 Press 1 : To turn message waiting notification on or off Press 2 : To set up a notification schedule (including the notification number). When you receive a notification call, press 1 to take the call and enter your Voice Messaging password followed by the # key to listen to your messages. If you re not at the number you have specified when the notification call is made, the person answering the call can press 2 at the prompt for Voice Messaging to call you again later. Troubleshooting Voice Messaging: When people call me while I m unavailable, they get a message saying Sorry the mailbox you called has not been activated. Please try again later. Goodbye. and the call hangs up. This means that you have not personalised your Voice Messaging and messages cannot be left for you. Please follow the instructions under Calling Voice Messaging for the first time to personalise your Voice Messaging on page 26. When accessing Voice Messaging from home, I entered my password and the operator asked me to enter a Mailbox Number. This means that you entered an incorrect Voice Messaging password or entered the password too fast. 25

26 Enter your Mailbox Number (your phone number including area code e.g ) Enter your Voice Messaging password again. When I pick up my phone, there is no dial tone, just a weird beeping sound. Voice Messaging is informing you that you have a new, unheard message. You can still make calls as per normal. Dial to access Voice Messaging Enter your password followed by the # key to listen to the message Your normal dial tone will resume once you ve listened to all your messages. Telephone service: I try to call someone, and there s no dial tone. Try all of the suggestions below until you solve the problem. Make sure your phone is plugged in at the wall and that your line is plugged into your HomeHub. Go around the house and unplug all your other phones. Now plug only one phone into the wall. If there s still no dial tone, there may be a network fault. You ll need to contact Customer Care on using a different phone. I ve just finished talking on the phone, and I want to make another call. But when I press Hook Flash and dial again, the call doesn t go through. Our network requires you to hold Hook down for roughly one second before trying to dial out again. If you tap Hook, so that it s held down for less than one second, there will be no dial tone, and you won t be able to ring out. To fix this, simply hold Hook down for a full second, listen for the dial tone, and ring out. 26

27 I m able to make calls out, but no-one seems to be able to call me back. The problem could be that you may have accidentally turned one of your star features on. There are two that would stop calls from reaching you Do Not Disturb and Call Divert. To make sure that these features are not activated on your phone: Pick up the receiver and dial the cancel code for Do Not Disturb #36 Place the phone receiver back down Pick up the receiver and dial the cancel code for Call Divert #23 Place the phone receiver back down Your phone should now be able to take incoming calls. If the problem persists, call Customer Care on

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29 Your bill Understanding and paying your bill. Like many companies, we charge for monthly access in advance. This means your first bill is likely to be larger than normal as it includes a part-month charge from when you were activated to the end of the first billing period, plus your plan charges for the full month ahead. Separate bills separate payments To ensure your payments are allocated to your correct account, please make separate payments for each of your Vodafone broadband and mobile accounts. Easy ways to pay automatically Direct debit from either your bank account or credit card is a simple, safe and convenient way to pay your bill. Once it s set up, your monthly bill will be paid automatically from your bank or credit card on the due date. This way you don t have to remember when your bill is due, or lift a finger to pay it. We ll send your bill at regular, monthly intervals. You can also view your bill by signing into My Vodafone, and selecting the CustomerZone tab. 29

30 Direct debit from your bank account 1. To set up your direct debit, complete the form at vodafone.co.nz/broadband-dd-form 2. Return a signed copy to us at the address printed on the form, or scan and to nzcustomerpayments@vodafone.com Direct debit from your credit card 1. Sign in to the CustomerZone tab on My Vodafone at vodafone.co.nz 2. Select Manage credit cards tab in My Profile and select add credit card 3. Confirm authorisation request and click next to enter credit card details. 30

31 Need help? We re here for you. Online View and pay your bill, track your usage and manage your account by signing into My Vodafone at vodafone.co.nz and selecting the CustomerZone tab. You can find answers to your questions by typing them into the Help & Support search box at vodafone.co.nz/help Phone For home phone and broadband enquiries, call For support with your personal mobile or mobile broadband, call 777 free from your Vodafone mobile, or from any other phone. If you d like to chat about anything else, give our Customer Services team a call on 777 free from your Vodafone mobile or from any other phone. 31

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