Meters & meter readings help

  1. How do I read my meter?
  2. How often should I read my meter?
  3. Will ScottishPower read my meter?
  4. The meter reader visited while I was out. How can I give you my meter readings?
  5. I have a prepayment meter and the meter reader called when I was out - how do I give my meter readings?
  6. Why does my digital meter show the word RED on the display?
  7. Why have you sent me a letter asking for meter readings?
  8. Why have I received a Meter Reading Reminder / Estimated bill when a meter reader recently took a reading?
  9. How do I enter my readings if my meter has gone back to zero?
  10. Why does my meter seem to be running fast?
  11. I've received a bill that's higher than expected, is my meter faulty?
  12. How do I arrange a Meter Accuracy Test if I think my meter is faulty?
  13. Is there a charge for a Meter Accuracy Test?
  14. I think my prepayment meter is taking too much money? What can I do?
  15. I didn't receive a request for my Opening Meter Readings, can I still provide them?
  16. Why has my energy consumption changed?
  17. I suspect someone has been tampering with my meter. What should I do?
  18. Why have I received a letter from G4S, when I'm a ScottishPower customer?
  19. How can I replace the prepayment meter in my home with an ordinary one?
  20. How do I get a prepayment meter fitted?
  21. What happens during installation of a prepayment meter?
  22. How do I change my Standard rate meter for a 2 rate meter?
  23. How do I change my 2 rate meter for a Standard meter?
  24. I have an appointment booked and need to cancel/amend it. How do I do this?
  25. I've just had my meter replaced. Do I need to do anything?
  26. How do I arrange to have my meter cupboard door fixed?
  27. What are the off-peak times for my Economy 7 meter?
  28. What are the off-peak times for the south Scotland and Merseyside and North Wales areas?
  29. What's an 'electricity MPAN' or 'Supply Number'?
  30. What is an MPRN?
  31. I’m on a multi-rate meter. Can I move to another tariff to save on my energy bills?

1. How do I read my meter?

In most cases it should be easy to read your meter - simply write down the numbers as shown on the meter from left to right, ignoring any red numbers.

For more help see our meter reading video guide.

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2. How often should I read my meter?

If you’ve chosen an online tariff: We ask you to provide us with meter readings at least every 90 days. You can do this by

However, your meter still needs to be checked and read by ScottishPower at least once a year. A meter reader will visit your home to do this and the readings will be reflected in the next bill we generate after we receive them.

Otherwise:

  • A meter reader will visit your home to read your meter at least once a year – however, you can submit your own meter readings by calling our 24 hour automated meter reading service on 0800 027 8000.

If you need help reading your meter, please view our meter reading video guides.

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3.Will ScottishPower read my meter?

If you have an online account, you can provide us with meter readings as often as you like by entering your readings online in My Account or via our free ScottishPower YourEnergy App. Alternatively, call our 24 hour automated meter reading service on 0800 027 8000.

We will however, send out a meter reader to read your meter at least once a year.

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4. The meter reader visited while I was out. How can I give you my meter readings?

If you have an online account:

If you don’t you can register to Manage your Account Online now.

Or alternatively:

  • Call our 24 hour automated meter reading service on 0800 027 8000.

If you need help reading your meter, please view our meter reading video guides.

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5. I have a prepayment meter and the meter reader called when I was out – how do I give my meter readings?

Please read your meter and then Contact Us with the readings.

Electricity Key Meters

To read your key meter press the blue button until screen H appears and note your reading. If your meter also displays screens J and L (for 2 and 3 rate meters) please also note the readings on these screens.

Gas Meters

If your gas meter has dials, please note the numbers in black. If your meter has an LED screen, press the black button twice and then the red button to show the ‘Meter Index’ screen. The Meter Index is your reading so please note these numbers.

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6. Why does my digital meter show the word RED on the display?

The final digits of a mechanical meter reading used to be coloured red to show that they weren't required to be read. New digital meters cannot display colours, so the final digits may display the word RED to signal that they aren’t required for the purposes of the meter reading.

If you need help reading your meter, please view our meter reading video guides.

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7. Why have you sent me a letter asking for meter readings?

If we send you a letter asking for meter readings it's because we want to make sure that your bill is as accurate as possible, and that your account is up to date.

If you pay by Direct Debit, we use readings to review your account and ensure that you're not paying too much or too little each month.

If you pay quarterly and we haven't been able to get a meter reading from you recently, then we may ask you for one to make sure your account is accurate and to avoid sending you an estimated bill.

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8. Why have I received a Meter Reading Reminder / Estimated bill when a meter reader recently took a reading?

It’s likely that we didn’t receive the readings from the meter reader before your bill was generated. Instead, the readings taken will be reflected in your next bill.

If you have an online account and a meter reader took meter readings, we’ll use these on your next bill. With an online account we still require you to enter your own readings at least every 90 days to generate your bill.

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9. How do I enter my readings if my meter has gone back to zero?

After your meter has reached 99999, it starts again at 00000. Be sure to enter any zeros at the start when you enter the reading, for example 00123 or 0123.

If your meter readings are wrong please provide us with correct ones.

If you have an online account:

If you don’t you can register to Manage your Account Online now.

Or alternatively:

  • Call our 24 hour automated meter reading service on 0800 027 8000.

If you're having difficulty entering your meter readings, please Contact Us and we’ll be happy to help you.

If you need help reading your meter, please view our meter reading video guides.

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10. Why does my meter seem to be running fast?

It could be that you're using more energy. The more electricity or gas you use, the faster your meter will run and your energy consumption may be higher at peak times of the day.

Our Energy Efficiency page could help you to reduce your energy usage. However, if you think that your meter has developed a fault, please Contact Us. We’ll talk you through any issues and the next steps.

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11. I've received a bill that’s higher than expected, is my meter faulty?

1. Check Your Bill

First, check the bill you’ve just received to see if any of the meter readings have been estimated. You’ll find your last meter readings on the front page of your bill or statement and a more detailed breakdown of these on page 3 onwards. If your bill has been based on estimated readings we will show this on the front page at the top right hand side.

It's possible that your previous bills were based on estimated meter readings that were too low and that your current bill has been calculated using actual meter readings, so it's higher than you expected. Please check your meter readings whenever you receive an estimated bill and provide us with actual meter readings. This will enable us to send you an accurate bill.

2. Check Your Meter Readings

If your bills have been calculated using actual meter readings, check that these readings are in line with the readings on your meter. The readings on your meter should be slightly more than on your bill as you’ll have continued to use gas and electricity since your bill was generated.

If the meter readings look right, it's likely that your energy usage has increased over the billing period. This could be due to the time of year - for example in winter you're likely to use more energy than you do in summer. Or if you have been staying at home more for a period of time, then your energy usage is likely to have increased. It's also worth considering whether you've used any new or different appliances during the billing period, which may account for the higher usage, or if one of your appliances has developed a fault.

3. Test The Meter

Finally, if you've checked the readings on your bill and meter we need you to record your meter readings over a 7 day period by taking readings at the beginning and end of the 7 day period. You should also test your meter by making a note of the meter readings, turning off the main electricity switch for your home and then checking the readings again to see if it has advanced. If it has, this may indicate a problem with your meter.

Please Contact Us confirming that you've completed this test and provide us with your 7 day meter readings. Please also include a record of which appliances were used each day and how long they were on for - this will help us to investigate the problem.

Our Energy Efficiency page could help you to reduce your energy usage.

You might also be able to reduce your bill by choosing a cheaper tariff online in My Account selecting Change Your Tariff or Contact Us

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12. How do I arrange a Meter Accuracy Test if I think my meter is faulty?

You can test your meter yourself by making a note of the meter reading, turning off the electricity and then checking the reading again to see if the reading has advanced. If it has, this may indicate a problem with your meter. Like any appliance there’s occasions when a meter will develop a fault, however, these are rare. Our Energy Efficiency page could help you to reduce your energy usage. However, if you still think your meter has developed a fault Contact Us and we can arrange for a Meter Accuracy Test.

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13. Is there a charge for a Meter Accuracy Test?

We do charge to visit your home and carry out the Test, however if the meter proves to be faulty we’ll reimburse the fee to you. Please have a payment card to hand when scheduling the appointment.

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14. I think my prepayment meter is taking too much money? What can I do?

Please take a full set of meter readings and information as outlined below and Contact Us.

Before you contact us, have a think about whether your energy usage has increased lately. This could be due to the time of year - for example in winter you're likely to use more energy than you do in summer, or if you’ve been staying at home more for a period of time, then your energy usage is likely to have increased. It's also worth considering whether you've used any new or different appliances.

If this isn’t the case then here’s how to take the readings from your meters.

Electricity Key Meters

To read your key meter, please press the blue button to scroll through each screen and note the readings on each screen. You’ll need to insert your key into the meter to enable you to access screens S and T which show the amount of debt set on your meter and the amount you pay towards this debt each week.

Gas Meters

If your gas meter has dials, please note the numbers in black. If your meter has an LED screen, press the black button twice and then the red button to show the ‘Meter Index’ screen. The Meter Index is your reading so please note these numbers. Please continue to press the black button and note the details outlined on each other screen which include information such as value of your last top up, debt set on your meter and the amount you pay towards this debt each week. You’ll need to insert your card into the meter to enable you to access screens 24-27.

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15. I didn't receive a request for my Opening Meter Readings, can I still provide them?

If you haven’t received a request for your meter readings you can still provide them up until 5 days after the date we start to supply you, otherwise we’ll estimate your meter readings (based on your usage with your previous supplier) to open your account.

If you’ve received a bill with an estimated start reading, please let us know your updated actual meter readings within 30 days of receiving it and we'll issue a revised bill based on these new figures.

Please note - your supply start date can be found in your welcome letter and also your Confirmation of Supply email or letter.

To provide your meter readings:

If you have an online account:

If you don’t have an online account you can register to Manage your Account Online now.

Or alternatively:

  • Call our 24 hour automated meter reading service on 0800 027 8000.

If you need help reading your meter, please view our meter reading video guides.

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16. Why has my energy consumption changed?

There could be a number of reasons for this - for example in winter you're likely to use more energy than you do in summer. It's also worth considering whether you've changed your consumption pattern (for example whether you’re spending more time at home or if there’s been a change in the number of people living in your home) or have used any new or different appliances during the billing .

Our Energy Efficiency page could help you to reduce your energy usage.

You might also be able to reduce your bill by choosing a cheaper tariff online by logging into MyAccount and selecting ‘Change Your Tariff’ or Contact Us

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17. I suspect someone has been tampering with my meter. What should I do?

If you suspect someone has tampered with your meter please contact our Revenue Protection Team as soon as possible by email at revenue.protection@scottishpower.com or 0800 074 1976, lines open Monday to Friday 8.00am - 5:00pm.

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18. Why have I received a letter from G4S, when I’m a ScottishPower customer?

G4S work on behalf of ScottishPower to help us obtain meter readings when needed. G4S may send you a letter if we haven’t been able to take a physical meter reading from your home on a routine visit.

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19. How can I replace the prepayment meter in my home with an ordinary one?

If you ask us to remove the prepayment meter we’ll ask some questions to determine the suitability of a credit meter for your circumstances. This will involve a credit check and, depending on the outcome of that check, we may request a security deposit (usually £150 per fuel) before we can arrange to replace your meter. The security deposit will be repaid when you have made all payments for your energy bills on time over a year.

We’ll ask you to confirm any address you’ve lived at during the last three years and we’ll also need up to date meter readings and any balance outstanding on your meter so we can provide you with your account balance. If you need help to read your meter and balance please see our Meter Reading Guide.

We may remove your prepayment meter without the need for a credit check and security deposit if you:

  • Are accepted for the Fuel Direct scheme
  • Have special needs and a prepayment meter is unsuitable

Please Call Us if you would like to have your meter changed.

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20. How do I get a prepayment meter fitted?

Simply Contact Us and we’ll arrange to visit your home. We’ll check whether there’s enough space in your home to fit a prepayment meter in a place that allows easy access. It may not always be possible to fit a prepayment meter if, for example, your existing meter is too high, in a very confined space, or inside a unit.

If your current meter is in an awkward place that makes it difficult for you to read, please tell us. We’ll look at your meter and see if it’s possible to move it to a more suitable place. However, unless this is fairly close to the original location, there may be a charge.

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21. What happens during installation of a prepayment meter?

We’ll contact you to arrange a suitable time to install your new prepayment meter. An engineer will then visit your home to carry out the work. They’ll show you their identity card and check your details. The engineer will ask you to switch off any sensitive electrical equipment that could be affected by sudden loss of power, such as a personal computer or satellite decoder before turning off your energy supply. Installation usually takes about 20 minutes, but this can vary depending on the position of your existing meter and the type of prepayment meter being installed. The meter will be fitted following strict safety and quality regulations and then your energy supply will be switched back on. Some tests will be carried out to make sure the meter is working properly and the engineer will show you how to use it.

We’ll give you a booklet telling you about your new prepayment meter – this will either be given to you by the meter engineer, or posted out to you. It contains the information you’ll need to operate your meter and advice on what to do if you encounter a problem. After the installation has been completed, we’ll send you a letter that gives you details about the various payments we’ll be collecting from your prepayment meter and what they are for.

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22. How do I change my Standard rate meter for a 2 rate meter?

Simply Contact Us we’ll arrange to visit you

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23. How do I change my 2 rate meter for a Standard meter?

Simply Contact Us we’ll arrange to visit you

We have a range of tariffs available to multi-rate meter customers that you can choose without having to replace your meter, or incur any costs associated with keeping your existing meter. Also, as a ScottishPower customer, you have the flexibility to move between our tariffs at any time without paying exit fees. To find out if you could save on your energy bills by switching to another one of our tariffs simply log in to your online account and visit ‘Change your tariff’, or call us on 0800 027 0072. (Lines open Monday to Friday 8am to 10pm, Saturday 8.30am to 6pm).

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24. I have an appointment booked and need to cancel/amend it. How do I do this?

Please Contact Us and give us at least 5 working days’ notice.

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25. I've just had my meter replaced. Do I need to do anything?

You don’t need to do anything. The engineer who replaced your meter should provide us with all the information we need to update your account. It may take a couple of weeks for the changes to be processed, but these will be backdated to the date when the meter was replaced.

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26. How do I arrange to have my meter cupboard door fixed?

ScottishPower is not responsible for the maintenance of your meter cupboard. However, if you believe that one of our meter readers or engineers has damaged the cupboard on a recent visit, please Contact Us with details of the event and a description of the damage and we’ll look into this matter.

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27. What are the off-peak times for my Economy 7 meter?

With an Economy 7 meter you get cheaper electricity during the night and the early hours of the morning. This may be controlled by a timer in the meter itself, a separate timer or a radio signal.

Economy 7 timings vary depending on supply area so it’s best to contact your local meter operator to check the exact timing for your supply. The map shows approximate timings dependant on the area you live in.

Eco 7 map

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28. What are the off-peak times for the south Scotland and Merseyside and North Wales areas?

Tariff

Number of meters

Number of registers

Type

Operating time/information

White Meter 1

Single meter

2

Day/Night

Night rate is any 8.5hours at ScottishPower's discretion between 22.00-083.0 GMT.
If a key meter night is rate is 23.00-07.30
This is not available as a new tariff arrangement for storage heating and is only preferable to our domestic meter if a certain percentage of the total energy use is used on the Night rate. Please check with ScottishPower for suitability.

Comfort Plus White Meter
(Supply area 18 only)

Single meter

3

Day/Night/Control

Day rate is 08.00-23.30. Night rate is 23.30-08.00.
Control rate is for storage heating and the control circuit is energised for 8.5hrs in every 24hr period.
In recent winters the charge period has been split to provide 7:5hrs overnight and 1hr in the afternoon, between 12.30pm and 3.30pm. This does not apply if you are on Comfort Plus White Meter with Weathercall (see below for details.)

ComfortPlus White Meter with Weathercall
(Supply area 18 only)

Single meter

3

Day/Night/Control

The recording of your energy use is as for CPWM. However, for storage heating purposes the charge provided by ScottishPower depends on the forecast temperature. The actual charge period may therefore vary depending on the forecast. If you are on the Weathercall option it is recommended that the Input setting on your storage radiator is always at the highest setting.

Comfortplus Control
(Supply area 18 only)

2 x Single meter

2

Domestic / Control

Normal domestic appliance usage will be recorded on the Domestic meter.
Heating and hot water usage will be recorded on the Control rate meter.
Storage heating should form 60% of the total installed heating load. The charge provided by ScottishPower depends on the forecast temperature as Weathercall is an integral part of the tariff. The actual charge period is therefore weather dependant as described above.

Total Heating, Total Control (Supply Area 17 Only)

Single meter

2

Domestic / Control

This is available, from ScottishPower, to customer’s living in the North of Scotland where they already have the required metering installed. This option operates as per our weathercall option with the charge to the storage radiators fluctuating depending on the weather forecast. It is recommended that the Input setting on your storage radiator is always at the highest setting.

Economy 2000 (Supply area 18 only)

Single meter

3

Domestic / Economy 2000

This tariff is intended for medium capacity storage boilers providing space heating or both space and water heating. Electricity for all other purposes must be taken on Domestic Tariff.
The Economy 2000 supply is made available for periods at ScottishPower's discretion totalling 18 hours per day, but with the proviso that no interruption will exceed 2 hours. Typical off times are 08.00-10.00, 16.30-18.30 & 00.00-02.00. It is important, therefore, that the boiler has a sufficient thermal store to supply space (and possibly water) heating requirements for 2 hours.
Direct acting boilers without storage capacity are not permitted to make use of Economy 2000.
Rate 1 records daytime domestic use, Rate 2 records night time domestic use and Rate 3 is Economy 2000 and records boiler usage only.
Some installations may have 2 X single rate meters i.e. 1 for domestic and 1 for Economy 2000.

Off Peak C (Supply area 18 only)

Single meter

1

Off Peak C

This tariff was originally designed for older heating systems e.g. storage or underfloor, where longer hours of availability were needed.
This tariff gives 12hr availability Mon-Fri and 24hr availability Sat/Sun.
Times are at ScottishPower's discretion. Current times are 11.00-1300, 15.00-16.00 & 22.30-07.30 GMT.
Electricity for all other purposes must be taken on Domestic tariff.

Tariff

Number of meters

Number of registers

Type

Operating time/information

Economy 7

Single meter

2

Day/Night

Night rate is a period of 7 hours and will normally be one of the following two options:
0100 to 0800 BST (same clock time all year) or
0130 to 0830 BST
While designed for storage heating customers this can be used for other systems where a reasonable amount is being used during the night period. This is normally around 30% being recorded during the night period. Please check with ScottishPower for suitability.

Economy 7 Plus with Weathercall (Supply area 13 only)

Single meter

3

Day/Night/Control

This is designed for customers with Storage heating.
The recording of your energy use for domestic purposes at night is controlled by ScottishPower and is normally any period of 7 hours at ScottishPower's discretion between 2200 and 0830GMT but in practice is normally Midnight to 0730 (local time).
The day rate applies at all other times.
However, for your storage heating this is recorded on the Control rate. The charge provided by ScottishPower depends on the forecast temperature. The actual charge period may therefore vary depending on the forecast. If you are on the Weathercall option it is recommended that the Input setting on your storage radiator is always at the highest setting.

Twin Heat (Supply area 13 only)

1

2

Peak /Off-peak

This tariff provides 7 hrs of off peak electricity (defined as low rate) and 17 hrs of peak electricity (defined as peak rate), in each 24 hr period.
The off peak (low) period is split into two time segments, with timings dependant on which option is favoured by the customer. These times are defined at ScottishPower's discretion, as follows:
Option 1 - TwinHeat A
Low rate: 4hrs between 0300 and 0700 BST with a further 3hrs between 13.30 and 16.30 BST
Peak rate: Applies at all other times
Option 2 - TwinHeat B
Low rate: 4hrs between 21.00 and 01.00 BST and a further 3hrs between noon and 15.00 BST
Peak rate: Applies at all other times
While again designed for Storage heating this can be used for other purposes where off-peak periods are required during the day.

Option 14 (Supply area 13 only)

1

2

Peak /Off-peak

This tariff provides 14 hrs of off peak electricity (defined as low rate) and 10 hrs of peak electricity (defined as peak rate), in each 24 hr period.
The off peak (low) period is split into two segments, one overnight and the other during the afternoon. At ScottishPower's discretion the times are defined as:
3hrs between 1300hrs and 1600hrs (GMT)
11hrs between 2100hrs and 0800hrs (GMT)
Option 14 is controlled using meter equipment with an electronic timeswitch and should be consistent across all sites.
Peak is defined as being at all other times.
Primarily designed for purposed designed storage heaters capable of taking a 14 hour charge this can be used by domestic customers for other purposes where there is a high underlying consumption.

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29. What’s an 'electricity MPAN' or 'Supply Number'?

MPAN stands for Meter Point Administration Number. It‘s unique to the electricity supply for your particular property and is used to identify the connection to your electricity meter. It’s also sometimes called a Supply Number. You’ll find this on page 3 of your electricity bill or statement and it’s normally displayed somewhere on your meter (it’s different to your meter serial number). It’s useful to have this number if you want to switch supplier.

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30. What is an MPRN?

MPRN stands for Meter Point Reference Number. It’s unique to the gas supply for your particular property and is used to identify the connection between the gas mains pipes and your gas meter. You’ll find this on page 3 of your gas bill or statement and it’s normally displayed somewhere on your meter (it’s different to your meter serial number). It’s useful to have this number if you want to switch supplier.

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31. I’m on a multi-rate meter. Can I move to another tariff to save on my energy bills?

Yes, We have a range of tariffs available to multi-rate meter customers that you can choose without having to replace your meter, or incur any costs associated with keeping your existing meter. Also, as a ScottishPower customer, you have the flexibility to move between our tariffs at any time without paying exit fees. To find out if you could save on your energy bills by switching to another one of our tariffs simply log in to your online account and visit ‘Change your tariff’, or call us on 0800 027 0072. (Lines open Monday to Friday 8am to 10pm, Saturday 8.30am to 6pm).

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