back to article BT hijacks business browsers

BT is annoying business broadband customers by hijacking their browsers to nag them to download a branded desktop utility. The firm has decided it simply must tell subscribers about "Desktop Help", which it says allows it to fix users' technical problems remotely. To that end, it is redirecting HTTP requests to its own …


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  1. Anonymous Coward

    This is what happens...

    ...when they get away scot free doing illegal interceptions. They just do what they want.


  2. Anonymous Coward

    Britard Telecom

    First they try and collect on their absurd hyperlink patent. Then they introduce Phorm in secret to see if they can "monetize" their customer base (as if regular payments for services wasn't enough). Now it's man-in-the-middle spamvertising.

    Thank you Thatcher and the other dimwit Britard politicians for unleashing this beast!

    1. Anonymous Coward

      Because the nationalised monopoly was just aweetness and light...

      What's the difference between then and now? Well now there are other companies people can move their business broadband to, and BT risk losing customers by their actions. If we had the state monopoly? Well in that case you'd be screwed, because there would be the state-owned monopoly phone company and nothing else. They would have been able to do this with the impunity granted by government sanction.

      And don't try the argument that a state-owned company wouldn't do things like that. Of course they would. The government would just love to have that level of "monetising", not to mention all the monitoring they could do. Witness the level of insane monitoring that the EU wants to enforce on us all, and the even more insane level of monitoring that our own government wants to add on to that.

      Your knee-jerk reaction against privately owned companies is obviously born from either a lack of understanding or simple prejudice.

      Apparently you've also never had to deal with state-owned BT or you'd know they were shit.

  3. Marvin O'Gravel Balloon Face

    I'd be with "furious customer"

    Imagine if your courier firm started opening your business post, taking out the letters, and stuffing the envelopes full of junk mail before giving you your mail later.

    BT have lost the plot.

  4. Marvin O'Gravel Balloon Face

    Come to think of it...

    My suggestion would be that everyone who had to devote resources to this should send BT a bill for the time and inconvenience of having to sort out their mess.

  5. Squirrel

    classic example

    classic example of man in the middle attacks. Bravo for alerting your customers to their susceptibility!!!

    VPNs anyone?

    1. Trevor 10


      Would that work in this situation?

      surely the VPN traffic (assuming it's running on Port 80 or 443) would just get redirected as well and break the connection - true it would stop BT spying on what you are doing, but it wouldn't help with the connectivity issues as shown in the article by the Backup systems failing.

      1. Squirrel
        Thumb Up


        The attack is probably done by randomly returning the wrong DNS queries or HTTP location headers.

        Either way a VPN which includes DNS would bypass anything BT could do to a connection. Or use any old VPN and openDNS.

      2. Anonymous Coward

        Only HTTP

        My understanding with this is they are inspecting the traffic flowing from their customers (which in itself is a whole other discussion!) and only redirecting web calls (http) on port 80?

        Frikkin' out of order either way.

    2. Ken Hagan Gold badge

      Re: Bravo for alerting...

      Except that this point seems to have been missed by most of the customers.

      (Yes, your backup failed *this* time, but next time they will all *succeed*. Bwuhaha!! All your backup are belong to us.)

  6. Anonymous Coward

    They've got Phorm

    So, their relationship with Phorm has born fruit after all!

  7. Anonymous Coward
    Thumb Up

    A useful director!!

    "This is absolutely unacceptable behaviour BT and signals the end of our custom. My Director is making the termination call right now."

    I want one of these directors. Where can I get one? I've only ever come across useless directors who are a waste of space.

    Oops. Better make this anon...

    1. Roger Greenwood
      Thumb Up

      A better director

      Would have not used BT in the first place.

  8. Gordon Henderson


    So BT is ... intercepting ... and changing ... your data without your consent...

    Now that has a familiar ring to it, has it not? Smells of a rather phishy phormula to me...

  9. mmiied


    this must be illigal or at least in violation of somthing

  10. Anonymous Coward

    What are a bunch of idiots!

    It's all well and good to tell people to click a few buttons to get rid of the page but how the hell is a web server supposed to know that!

    It took me over 2 hours to discover why my Web server was not responding the requests... and then I find some f*cking BT redirected spam page is causing the problem...

    Do BT not realise businesses use their BUSINESS broadband connection for web servers.

    Total IDIOTS! and one less customer when the contract finishes in a few months.

    1. Anonymous Coward
      Anonymous Coward

      A few months?

      Any reason why it shouldn't finish in a few seconds? I mean, aren't they in breach of contract?

  11. alistair millington

    Silly BT

    I thought it was pants just seeing the annoying thing, but I hadn't considered the automated side of things.

    To be fair BT are good at some things. When they screw up they do go all out..

    1. Anonymous Coward
      Anonymous Coward

      Re: "When they screw up they do go all out."

      Yeah... all out to the bank with your money.

  12. Loki23

    I left during the Phorm debacle...

    ...and I'm never going back.

    I was *almost* tempted by fast 20mb ADSL ... until I realised the local exchange wasn't upgraded and I could get the same service (i.e. not very good) from Virgin.

    Surely most businesses have their own tech support anyway? Or are they trying to pimp "small business tech support"?

  13. Eponymous Cowherd

    Why is anyone still with BT

    After the Phorm fiasco, is anyone really surprised at BT doing this?

    They charge premium prices for a sub standard service, only to spy on you and now spam you.

    Anyone still getting their broadband from BT needs their bumps felt.

  14. Lionel Baden

    Had this

    Really pissed me Off

    DNS hijacking is what it amounts to

    They used this method to inform one of our customers that their broadband service had been upgraded.

    But did fail mention this broke compatability with their old router and they lost their static IP address (luckily on pop mail) and then got a call in a week later saying that 1 of their staff couldnt VPN in !!!

    This is "possibly" acceptable on a home line but not business lines

    Also very pissed off customer debating on wether to start suggesting other providers

    1. Gary Turner


      "Also very pissed off customer debating on [a castrated ram] to start suggesting other providers"

      Couldn't help it :)

  15. Christoph


    I usually do a nice line in sarky comments for this kind of idiocy. But this is just beyond belief. How can they be so *stupid*? Did not one single one of the people involved stop for an instant and think about what they were doing?

    "as when trialled it did allow us to successfully communicate the availability of Desktop Help to a large number of customers"

    Well, yes. It could also "communicate the availability" of Viagra and penis enlargers. BT have just proudly and publicly announced that they have placed themselves in the same category as all the other spammers. But actually hijacked their paying customers to do it.

    I see a need for El Reg to introduce a 'Batshit Insane' icon.

  16. Pirate Peter

    BT have lost sight of the customer

    two points,

    first one is

    to BT , there seems to be no longer a concept of the customer paying for a service

    they are now "revenue unit" where you push any old crap at like spammers do, the return of a few tenth of a percent responding positively makes "commercial sense" to them

    the fact they will P!55 off more is ignored

    the second one is

    would you allow BT remote access to your computers rather than internal I.T?

    just read the forums (if BT have not cleansed all the negative comments) about the issues with indian call centres causing more problems than they fix, due to reducing security setting, setting things back to factory defaults and removing setting where people have secured their systems

    i left BT due to phorm and DPI

    they just seem to love giving people a reason to leave

    everyone should get LLU broadband so they do not traverse any BT network kit

    and finally watch out for long term contracts designed to lock you into an ISP, as if you dislike what they do, like above it is difficult / expensive to move to a new isp


  17. Anonymous Coward

    Only 1 thing to say about this

    Use a proper ISP that won't force this (or any) kind of idiocy on you.


    If you want a proper, tamper free, rock solid, non-shaped internet connection with support that know what they're talking about, Go with Zen!

    OK, that's three things (four if you include this), but it still stands.

  18. Richard Tobin

    Great idea

    I'm sure they'll be doing the same with phone calls soon.

    1. Anonymous Coward
      Anonymous Coward


      Gran: "hello Lindsey, darling"

      BT Goon: "shut up bitch, listen Lindsey, we need to tell you about this great new product called Viagra"

      Lindsey: "hello? What?"

      BT Goon: "it will only take 5 minutes of your time, listen I need you to go to your pill cabinet and tell me if you have any bottles marked 'Viagra'"

      Lindsey: "who the hell is this, where is my grandmother?"

      BT Goon: "look we can do this the easy way or the hard way, the longer you dick me around the longer your gran will have to wait on hold, okay?"

      1. Gaz Jay
        Thumb Up


        I lol'd

  19. Eddie Edwards

    Utility Warehouse

    I was just about to comment that I have BT Business Broadband and haven't seen this.

    Then I remembered, I switched to Utilities Warehouse consumer broadband 6 months ago.

    Feeling very smug now :)

    1. Anonymous Coward

      RE: Utility Warehouse

      You'll be feeling less smug when it goes down while you run your business on a residential service with no SLA - and paying through the nose for it.

      No one who takes their business seriously runs it on a residential product!

  20. Anonymous Coward
    Anonymous Coward


    Whilst I know it will not work...

    <font size="+1000">Idiots</font>

    Apparently Sharon Stone is one of the NEDS at BT.

    Woof Woof Woof.

    Oh, bugger.... That will be Patricia Hewitt then... :-(

  21. The Cube

    This is a service fault, stop paying BT until it is resolved

    If I was suffering from BT I would argue that this counts as a fault with the service purchased, therefore I should stop paying for the "service" until the fault is corrected. Any day on which this fault occurs is part of the ongoing fault. This will cost them a lot more than the crapvert is worth to them.

    There is a further argument that the fault is deliberately induced and malicious but that is rather harder to make stick.

    Every affected business should also make a complaint to Ofcon, not that Ofcon will do any good but they will cost BT a fortune in bureaucratic bungling and paperwork which is their real regulatory weapon.

    There is a reason British Telecom is slang for "out of order".

  22. Matthew 3

    New marketing approach?

    I strongly suspect that this was thought up by the same numpty who dumped those Davina messages in our answerphone mailboxes.

    Their reasoning then was that it didn't matter if you were registered with the TPS to not get sales calls - as it was 'dropped into the voicemail box' so wasn't a phone call...

    It strikes me that they're desperately trying to wriggle around every regulation and rule that they have.

  23. Alan J. Wylie

    Those who cannot remember the past are condemned to repeat it

    Belkin tried the same thing with their routers many years ago, and also suffered for their mistake

    1. Anonymous Coward
      Anonymous Coward


      But...wasn't his mother a bozoette at college?

  24. LinkOfHyrule

    100 on the numptometer!

    Have these BT smucks never heard of "in-Phorm-ed consent"?

  25. Roger Stenning
    Thumb Down

    I'm getting a back teethful of BT too...

    what with third party marketing calls "on behalf of BT" to get around the TPS and SCG listings, I've had more'n enough fo BT. Think I'll be moving back to Post Office telephones before very much longer...

  26. Anonymous Coward
    Anonymous Coward

    This was in the early versions of Phorm ....

    The early plans were to have interstitials - but it was abandoned. Cos it might be annoying for users.

    You have to wonder whether BT have adopted phorm technology after all ... or if they are just plain stupid.

    I'm not sure that's an either/or.

    Someone phone Kent !

  27. JasonW

    I've not laughed so much in a long time

    A great distraction that was - spending a half-hour in BT Business Broadband forums (which are hosted in the US for some reason - don't BT have any webservers in the UK? and run at least 4 tracking scripts - obviously for statistical purposes only and not target advertising, oh no)

    Some of the crap that BT foist on their customers is legendary. Everyone should look!

  28. Anonymous Coward

    The title is required, and must contain letters and/or digits.

    Now IANAL, but, from the computer misuse act 1990, as amended by Police and Justice Act 2006:

    3. Unauthorised acts with intent to impair, or with recklessness as to impairing, operation of computer, etc.

    (1) A person is guilty of an offence if—

    (a) he does any unauthorised act in relation to a computer;

    (b) at the time when he does the act he knows that it is unauthorised; and

    (c) either subsection (2) or subsection (3) below applies.

    (2) This subsection applies if the person intends by doing the act—

    (a) to impair the operation of any computer;

    (b) to prevent or hinder access to any program or data held in any computer;

    (c) to impair the operation of any such program or the reliability of any such data; or

    (d) to enable any of the things mentioned in paragraphs (a) to (c) above to be done.

    (3) This subsection applies if the person is reckless as to whether the act will do any of the things mentioned in paragraphs (a) to (d) of subsection (2) above.

    I looked at BT's terms of service, and there is nothing in them that allows for BT to modify their customer's traffic, so this is almost certainly unauthorised. Basically, if BT borks anyone's automated backups/firmware updates/HTTP pulls from web databases etc in any way shape or form with this then they are probably guilty of recklessness within the means of Section 3, subsection 3 of the computer misuse act and are therefore criminally liable.

    It would also be interesting to see how this is implemented from anyone who has log files of this happening - is it a DNS forgery, or an IP spoof? I assume they run their own DNS servers, so they may get away with that. If they spoof the IP address then they are probably in even more trouble, as they would then be dishonestly representing themselves as another web site, and may be exposing themselves to liability for some kind of fraud/dishonesty/forgery offence too.

    1. Eponymous Cowherd

      Didn't you know.....

      The "T" in BT stands for Teflon.

      The shit never sticks.

    2. Mark 65


      Shouldn't businesses really be using a service like open dns or even hosting their own servers rather than relying on shit from the likes of BT - it's like using a vagrant for child-minding because they're always available so must be reliable.

      I'd be interested in knowing how they do this latest stunt though.

  29. The Metal Cod

    Another Example

    Of "highest standards of ethical conduct" as promoted by BT Group CEO Mr Livingston.

    Yet more proof that this "The Way We Work" spin is just complete and utter b******s.

  30. Anonymous Coward
    IT Angle


    Didn't get this with our BTNet connection. If you have a ghetto 'broadband' connection which is just a home ADSL connection with a slightly better SLA then you are really not the sort of business BT is likely to care about losing.

  31. Sergie Kaponitovicz

    They are no better on the phones either

    I had a hugely irritating call to a TPS registered (non BT) business line.

    I insisted on being connected to a supervisor/manager in the Indian call centre. I eventually spoke with a Rajesh Sharma who is on 0870 7766775, and made my feelings very plain.

    He told me that they bought-in the database! If true, so much for due diligence.

    I suggest that anyone who has been buggered about by this crass stupidity / flagrant breach of UK Laws calls that number and lodges a complaint. I know it's a broadband/ISP issue, not phones, but the hassle value should really strike home.

  32. My Alter Ego

    How's this working?

    Can somebody explain how BT have done this? We're (unfortunately) using BT Business ADSL in our office but haven't noticed any issues. I suspect they're manipulating DNS requests, and seeing as we run our own BIND server we bypass ISP fucking around like this. It's also nice to be able to flush your DNS cache when needed, instead of waiting for everything to propogate through the ISPs cache.

    However it works, it's definitely a major fail.

  33. I ain't Spartacus Gold badge

    I remember desktop help

    I remember it because I had to fix my Dad's computer for him (as the tame family geek), and he'd put in the BT disk when he signed up rather than getting me to set it up manually for him. Getting rid of desktop help (which kept randomly firing itself up) was actually harder than getting rid of the damn dialler software that I was cleaning off!

    Now there's a reason to be glad not to use dial-up any more, no more trojan diallers...

    Anyway, as someone else said, having spoken to the numpties in their call centre in India I'd never trust them in a million years with remote access. Whereas the old UK call centre actually had some decent people, who could move off the script if required.

    This really is crap, and on a business tariff they really ought to know better than to encourage random users to install crap on their machines - and that's before we even get to the stupidity of launching a man-in-the-middle attack on your own customers!

    I hope Offcom come down on them like a ton of bricks, but I'm not holding my breath.

  34. Anonymous Coward

    This caused us real problems

    We have loads of customers whose businesses rely on the internet but it's all behind the scenes.

    Their software connects to their suppliers and customers sites and they depend on it.

    They never got the browser prompt because they don't use the "Internet" in the conventional sense, they just can't connect to anything because all the back room stuff was being blocked.

    Took us ages to find out what was happening.

    Bloody B(as)T(ards)

  35. Anonymous Coward
    Big Brother

    BT are absolute Nice PEOPle

    Well I'm writing this comment from behind a BT internet connection and I am absolutely DEligHTD that they are doing this. Hm they hm they can get away with intercepting HTTP requests without causing widespread INFromatIVE NewS is utterly lOVELY. They'll be aDHRering To the HTTP reqstANDRDS next!

  36. rastansaga

    Coming soon...

    Hi you've dailed 999, but before we put you through would you be interested in a great offer on our broadband packages? If you're interested in hearing about great broadband packages, press... 1. If you'd like us to ring you back at a more convenient time to hear about our great broadband packages, press... 2...

  37. Ian Chard

    Funnily enough they phoned me the other day

    BT: would you like our broadband service? [5 minutes of blah free crap software]

    Me: can you give me a static IP address?

    BT: is that a website?

    Me: *click*

    1. Anonymous Coward
      Anonymous Coward

      Anonymous post for obvious reasons.

      Not all of us. Some of us will just say "no we don't." As, contrary to popular belief, not everyone on the other end of a BT phone is a clueless idiot.

  38. Anonymous Coward
    Anonymous Coward


    Typical example of what happens when marketing guys run things.

  39. Anonymous Coward
    Thumb Down

    first the residential network, now business

    BT did exactly the same thing on their home network. And made exactly the same excuses. That was a few months ago. And now they try it on their business network and get hit with an understandable furious backlash. They deserve it. Check your T&Cs which probably specify how BT will contact you if they need to. Bet it doesn't say they will use a browser hijack does it? Sue them.

    Oh yes - and to the guy on the lithium forum who speculated about Sky doing this sort of thing - don't worry - BTVision already did that too - ionjecting their own downloaded advert over broadcast Freeview..

    Sorry I can't give you the links to the BT residential forum posts that complained about this. BT conveniently deleted them off the internet!


    Illegal Interception of Communications

    This is an illegal interception of communications by BT (yet again).

    Anyone affected should take a screenshot and complain to the Police (s1 Regulation of Investigatory Powers Act, European Convention on Human Rights Article 8).

    You could complain to the ICO about PECR regulation 6 (Confidentiality), 7 (Restrictions on the processing of certain traffic data) and 8 (Further provisions relating to the processing of traffic data under regulation 7)... but don't hold your breath. The ICO are beyond useless.

    An effective solution is walking away from BT;

  41. Winkypop Silver badge


    Phorm Lite?

    Phorm 2.0?


  42. Anonymous Coward

    HOSTS to the rescue

    If ever I heard a reason for adding the following to the hosts file, this is it.

    Maybe someone can come up with a complete list of bt domains used for this kind of thing.

    Put it right next to all those entries for Phorm, NebuAd (or whatever they call themselves these days), Kindsight, Frontporch ....

    Who needs them using up bandwidth.

  43. Anonymous Coward

    BT customers should...

    Complain en mass to the Information Commisioner and Offcom; make as much noise about this as possible and just maybe BT will at least get a well deserved bitch slap.

    (Also, this will not look good for the on-going Phorm investigation with the CPS debating if criminal charges should be brought...)

  44. adam payne


    Who at BT came to the conclusion that is was a good idea?

    Hijacking a paying customers connection so that they can display ads is completely outrageous!

    Every customer affected by this should be complaining to BT and OFCOM.

    I would never have BT Broadband, yes I have to pay for broadband and line rental separately but I get a much better service. Namesco all the way for me.

  45. Annihilator

    Spam existing customers?

    One wonders, are they using something sophisticated to know if the customer has already bought into said Desktop Help application? Or are they spamming those customers too?

    I'll pretend to be surprised when the answer turn out to be "ermmm... what?"

  46. Inachu

    LOL BT IT people.

    I think they have been smoking too much crack lately to know how they would affect their own customers.

    Really now. This is very foolish.

    Punative damages! So they do not do this ever again!

  47. mj1

    I'm starting to get worried about my pension

    To be fair ,working for bt as I do the staff involved were probably horrified at this , but in today's bt it is not possible to have any opinion that does not agree with the senior management.

    It almost seems if the new management motto is

    don't think........... unless your thinking that I'm right.

    1. Anonymous Coward
      Anonymous Coward

      irony alert

      "don't think........... unless your thinking that I'm right."

      Evidently you'RE not finding a lack of thinking to be too big a problem? ;)

      1. Anonymous Coward
        Anonymous Coward

        RE: irony alert

        Your title should have capitalisation and I would argue that you missed a comma after "evidently".

        You complete dick ;)

        1. Anonymous Coward
          Anonymous Coward


          Not sure about the comma thing but I agree about the dick thing.

  48. Chris Gregory

    This irst appeared a couple of months ago

    Get into work one morning to find that one office is saying they cannot get onto the internet. Strange . . .,check all the links and they seem ok so look into get the users to explain exactly what they can see.

    Well peeved, a phone call to BT and it seems that on this occasion it was a trial that made it out into the public, cannot believe that they are actually going live with it. I think I did actually say to BT when I phoned them that I deemed it to be a disruption to the service - be interesting to see if it happens again . . . .

  49. RevK


    This has to be illegal under Computer Misuse and interception of communications regulations under RIPA, surely. Even if the end user gives consent under the T&Cs with BT, the web site operator does not, and they are as much a party to the communication as the end user is.

    I saw the system for this demonstrated at a ISPA meeting and the vendors were very proud of the system that had been used a lot in US and they were bringing to the UK. They were puzzled when I suggested it was illegal and had not considered for a moment the other party to the intercepted communications (the web site operator) and would go and look in to it!

  50. John Smith 19 Gold badge
    Thumb Down

    BT Retail. we'll do anything to get some money off you.

    AFAIK BT Retail supply both the business and home broadband. This was the division that also showed Phorm so much love.

    Good news. Phorm was a *bit* tricky to explain to company directors. Hijacking what pages you are using is pretty obvious as a *bad* thing.

  51. Anonymous Coward
    Anonymous Coward

    Siege marketing

    This fits in very well with BTs other 'innovative' marketing strategies.

    You leave BT and expressly tell them you don't want any future marketing, so they start sending snail mail "to the occupier" once a month. When that produces no response for 18 months, they start mailing you by name once a month, but omitting the specific flat number and the city; just name, house number and postcode, knowing full well the PO will deliver it. I assume this bypasses the specific entry on the MPS.

    Pure scum.

  52. Ste ve

    BT Business Bad

    Glad I left them.

    They just can't provide a business ADSL without it breaking every 30 minutes or so, spent 3 months fixing it then 'upgraded' the exchange a week later and back to failure.

    During an earlier problem, they were flumoxed that I wouldn't allow them to connect to my machine via remote desktop to test the system.

    Very pleasant bunch to deal with, and I'm sure they've got some technical ability, but this sort of stupidity surfaces too often with their lower level tech staff.

  53. Marc 25

    help for numpties is help for numpties...

    If you can't install a router on your own then you most likely run the install CD...

    This hijack only comes to you if you install via the CDs...

    Bottom line...working as intended

  54. John Smith 19 Gold badge
    Thumb Down

    Sounds like recidivism to me


    "It was too complex to explain what they would be opting out of, so we did not bother to give them an opt out"

    Home broadband ad

    Its harmless enough

    Business broadband ad

    See above.

    BT Retail just *can't* help having a fiddle with peoples connections. It seems to be almost a compulsion with them.

    In a criminal context (RIPA is the one which has come up) that's recidivistic behavior. IN fact that make 3 strikes. You may *have* to pay for their line, but you don't *have* to buy their broadband.

  55. Wize

    Out of pocket customers - big pockets

    "My suggestion would be that everyone who had to devote resources to this should send BT a bill for the time and inconvenience of having to sort out their mess."

    What about the ones looking like muppets in front of potential customers?

    Cost? £100k project gone to your competitors along with the chance of future projects with that customer.

  56. Sam Therapy

    Nothing new about this

    Back in the day when I had a BT landline, I moved house and changed my number. Had ex-directory because I was hacked off with telemarketing calls. Yes, it was way back when. Anyhow, some numpty at BT decided to call me trying to sell stuff. Not pleased, I told 'em not to call. "But you're a BT customer" says they. "Not for much fucking longer" says I.

    Believe it or not, they actually knocked 50 quid off me bill for that.

  57. Lawrence Dudley

    Sleepless night...

    I don't post here very often although I read the register every day. This, however, has seriously pissed me off.

    I'm absolutely furious about this - we run a network of LED billboards that use BT Business Broadband as the backhaul for their data as well as to send a heartbeat-style signal saying "yes, I'm still alive".

    Guess what happened when http traffic was redirected to this page instead of where it should have been going? Yes, that's right, all of our communications went down and I was woken up at 0340 in the morning by my pager.


    If this happens again we will consider suing BT as it's against the terms of service and causes major disruption at our end - bear in mind we don't use web browsers on these ADSL lines and so the only way we know that you have messed up the service is to go into full emergency panic mode.

    Congratulations BT, you've wasted 5 people's time and made them lose a night's sleep. I hope you're proud of yourselves...

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