HP has come under scrutiny for implementing a policy that enforced a minimum 15-minute wait time for customers seeking telephone support for consumer PCs and printers.

Frustration

The move, which was (quietly) introduced earlier this year, was designed to push customers towards self-service digital support options, but it has triggered frustration among users and raised concerns about customer service standards.

Internal Memo Reveals Strategic Delay

An internal HP memo, which was leaked to the press, appears to show that the 15-minute call delay was intentional. The document stated that the company wanted to “influence customers to increase their adoption of digital self-solve” and “generate warranty cost efficiencies.”

The changed policy affected customers in the UK, Ireland, France, Germany, and Italy, with HP’s phone system informing callers of the extended wait time before redirecting them to HP’s online support tools, such as its website and virtual assistant. The idea was to encourage users to find answers themselves rather than immediately resorting to human customer service.

Customer Backlash and Internal Dissent

However, unfortunately for HP, its decision didn’t go unnoticed. Customers quickly voiced their frustration, arguing that a forced waiting period was an unreasonable tactic to discourage live support requests. Many took to social media and consumer forums, questioning why a major tech company would deliberately delay assistance.

Internally, the policy was reportedly not well received by HP employees either. It’s been reported that sources within the company suggested that frontline staff had no direct involvement in the decision, leaving them to handle complaints from disgruntled customers without a clear justification.

U-Turn After Widespread Criticism

Facing significant backlash, HP reversed the 15-minute waiting policy within weeks of its implementation. The company issued a statement clarifying that the move was meant to encourage digital solutions and reduce enquiry resolution times, but it acknowledged that customer expectations were not met.

“We are committed to delivering an exceptional customer experience and have listened to our customers’ feedback,” HP said. The company assured users that they would no longer experience artificial delays when calling for support.

Part of a Shift From Traditional Customer Service Models?

For businesses that rely on HP devices, the brief but controversial policy raises important questions about customer support access and service reliability. While HP may have abandoned the delay, the incident highlights an ongoing industry trend of shifting away from traditional customer service models. For example:

– Operational efficiency at risk. Businesses that rely on quick resolutions for IT issues could face significant disruptions if similar policies are reintroduced.

– Rising costs and productivity loss. Longer wait times for technical support translate to delayed troubleshooting, which can impact productivity and profitability.

– Trust and vendor loyalty. Companies may start re-evaluating their relationship with HP, particularly if competitors offer more accessible customer support.

A Growing Industry Trend

HP doesn’t appear to be alone in pushing customers towards digital self-service. For example, many technology companies are investing in AI-powered chatbots and automated support to cut costs. Some firms have even implemented fees for live customer support, reinforcing the idea that human assistance is becoming a premium service.

However, the balance between automation and accessibility remains a concern. A recent Gartner report suggests that consumer protection laws in the EU may soon mandate a “right to human support” to prevent companies from making digital-only assistance the default option.

What Does This Mean For Your Business?

HP’s brief experiment with forced waiting times may have ended, but it appears to have left some lingering concerns over how major tech firms balance cost-cutting with customer care. It seems that businesses should, therefore, remain cautious about future shifts in HP’s support strategy, as the company’s willingness to experiment with such measures suggests a broader trend towards digital-first service models.

While automation can streamline some processes (and cut costs), the need for live support remains critical, particularly in high-stakes business environments where downtime can be costly. Companies should evaluate whether HP’s evolving approach aligns with their operational needs or if alternative vendors offer more reliable support.

At the same time, HP and other industry leaders should probably recognise that restricting access to human assistance could drive customers towards competitors who offer direct service rather than cost-saving efficiencies. The growing tension between digital automation and consumer expectations suggests that future policies will need to strike a careful balance or risk further alienating business customers.

As customer expectations continue to evolve, businesses must be prepared to advocate for accessible and reliable support services, whether from HP or any other technology provider.

A new Nozomi Networks report has found that 94 per cent of Wi-Fi networks lack proper protection against deauthentication attacks, leaving them vulnerable to disruption and infiltration.

The analysis of 500,000+ wireless networks revealed that only 6 per cent had enabled Management Frame Protection (MFP), a key security feature preventing attackers from forcing devices offline using spoofed deauthentication frames. These denial-of-service (DoS) attacks can disrupt connectivity and serve as a gateway for data theft and system intrusions.

Deauthentication attacks exploit weaknesses in Wi-Fi protocols, allowing hackers to disconnect devices, intercept data, and launch man-in-the-middle attacks. Nozomi warns that state-linked hacking groups, such as Volt Typhoon, have used these tactics to target critical infrastructure, healthcare, and industrial networks.

To mitigate risk, businesses should enable 802.11w (MFP), upgrade to WPA3 encryption, and monitor networks for suspicious activity. Regular wireless security audits and strong segmentation are also essential to prevent attackers from exploiting these vulnerabilities.

A new report from the Rhodium Group claims that advanced geothermal energy could power nearly all new data centres by 2030.

A Stable, Renewable Solution

With the exponential rise in artificial intelligence (AI) and cloud computing driving unprecedented demand for electricity, the energy consumption of data centres is a growing concern. However, the report suggests that tapping into the Earth’s heat could provide a stable, renewable solution to this looming energy crisis.

The Data Centre Energy Problem

Data centres are essentially the backbone of the digital economy, hosting everything from cloud storage to AI model training. However, their hunger for power (and water) is becoming a pressing issue. For example, according to the Rhodium Group, electricity demand from data centres in the US has surged from 2 per cent of total consumption in 2020 to around 4.5 per cent in 2024. Projections indicate this could rise to as much as 12 per cent by 2028.

Much of this surge comes from the rapid expansion of AI, with models such as ChatGPT, Google Gemini, and Microsoft Copilot requiring massive computational power. The grid is struggling to keep pace, with utilities and regulators facing growing challenges in ensuring reliable, low-carbon electricity supply.

What Is Geothermal Energy?

Geothermal energy harnesses heat stored beneath the Earth’s surface, converting it into electricity or direct heating. Traditionally, geothermal power plants were limited to areas where hot water or steam naturally rises close to the surface, such as Iceland or parts of the western US.

However, advancements in enhanced geothermal systems (EGS), which use deep drilling and hydraulic fracturing techniques to unlock heat from otherwise inaccessible rock formations, are now changing the game. For example, according to the US Department of Energy, EGS could unlock up to 90 gigawatts (GW) of geothermal capacity in the US alone, providing a vast, untapped source of clean energy.

Why Geothermal Could Meet Data Centre Demand

The Rhodium Group’s report estimates that under current trends, geothermal could provide up to 64 per cent of new data centre electricity demand by 2030. If data centre developers strategically site their facilities in areas with the best geothermal resources, this figure could rise to 100 per cent!

In practical terms, this means geothermal could quadruple its current installed capacity in the US, from 4GW today to approximately 16GW by the end of the decade. Crucially, the cost of geothermal energy is expected to be competitive with existing power sources, ranging from $50 to $75 per megawatt-hour (MWh) (on par with current grid electricity prices for data centres).

Real-World Examples of Geothermal in Action

A number of innovative startups are already proving the feasibility of geothermal-powered data centres. These include:

– Fervo Energy, founded by former oil and gas engineers, has been pioneering horizontal drilling techniques to boost geothermal output. The company secured over $200 million in investment in 2024 and has significantly reduced drilling costs.

– Bedrock Energy is focusing on space-constrained urban environments. Their deep-drilling approach enables office buildings and data centres to tap into geothermal heat with a small footprint.

– Quaise Energy has developed a breakthrough technology that uses high-powered microwaves to vaporise rock, allowing them to drill as deep as 12.4 miles (20km). At these depths, temperatures exceed 1,000°F, providing an almost limitless source of heat.

– Sage Geosystems is taking a different approach, using geothermal wells to store energy. Water is injected under pressure and later released to generate electricity, similar to an underground hydroelectric dam.

The Benefits of Geothermal for Data Centres

Geothermal energy offers a host of advantages for data centre operators, most notably:

– 24/7 reliability. Unlike wind or solar, geothermal provides continuous, baseload power with 90 per cent+ capacity factors.

– A low carbon footprint. Geothermal plants emit little to no greenhouse gases, aligning with tech companies’ aggressive net-zero targets.

– Grid independence. By using behind-the-metre geothermal installations, data centres can bypass lengthy grid connection delays, reducing wait times for power.

– Cost stability. Unlike natural gas, which is subject to price volatility, geothermal energy provides long-term price certainty.

The Challenges of Scaling Geothermal

However, while the potential is pretty clear, there are some significant hurdles to overcome before geothermal can power the next wave of data centres. These include:

– High upfront costs. Deep drilling and well stimulation require significant capital investment. However, costs are falling as technology advances.

– Permitting delays. In the US, for example, securing permits for geothermal projects can take up to 10 years! Streamlining regulatory approvals is crucial to accelerating deployment.

– Geographic constraints. While EGS expands geothermal’s reach, the best sites are still concentrated in the western US, meaning some data centres may have to relocate or use hybrid energy strategies.

– Infrastructure readiness. Drilling rigs, turbines, and skilled labour all need to scale rapidly to meet growing demand. Leveraging expertise from the oil and gas sector could help bridge this gap.

What Does This Mean For Your Organisation?

Geothermal energy could be a real and practical way to address the growing electricity demands of data centres while aligning with sustainability goals. The technology is proven, its reliability is unmatched among renewables, and its potential is vast. However, realising this potential requires significant investment, regulatory reform, and strategic siting of new facilities.

For data centre operators, integrating geothermal could reduce dependence on fossil fuels and offer long-term cost stability. For policymakers, streamlining permitting processes and incentivising geothermal development will be key to unlocking its full potential. Meanwhile, investors and energy companies have a chance to shape a growing market by developing innovative drilling and power generation techniques.

For UK businesses, the need for cleaner, more stable energy sources is just as pressing in this country, where data centre energy demand is rising rapidly. While the UK lacks the geothermal resources of the US, investment in energy innovation, including geothermal heating and advanced drilling techniques, could provide valuable lessons and opportunities. Also, British companies specialising in energy technology, infrastructure, and financing may find growing international demand for their expertise.

The question, therefore, is no longer whether geothermal can support the data centre boom, but how quickly the industry can scale to meet demand. With the right mix of investment, policy support, and technological innovation, the heat beneath our feet could soon be powering the digital world in ways previously unimaginable.

In contrast to the ChatGPT ‘memory’ feature (that we outlined last week), this week’s Tech Talk suggests some ways to use their new ‘Temporary’ feature, in case you want to sandbox your conversations and keep them private.

[Note – To Watch This Video without glitches/interruptions, It may be best to download it first]

When chatting with ChatGPT on WhatsApp, you can now send images and voice messages, allowing the AI to analyse photos and respond to spoken queries. Here’s how to make the most of these new features.

How to Chat with ChatGPT on WhatsApp

– Before using images and voice notes, you’ll need to set up ChatGPT as a contact in WhatsApp.

– Open WhatsApp and tap the New Chat button.

– Select New Contact and enter ChatGPT as the name.

– Under Country, select United States (even though you’re in the UK) and enter the number 1-800-242-8478.

– Save the contact, then open a chat with ChatGPT and start typing your queries.

How to Send Images to ChatGPT

Want AI-powered insights on your photos? You can send images to ChatGPT for analysis.

– Open your chat with ChatGPT in WhatsApp.

– Tap the paperclip or camera icon.

– Choose an existing photo or take a new one.

– Type a message with your query, such as “What’s in this image?” and send it.

– ChatGPT will analyse the image and reply with relevant information.

How to Use Voice Messages with ChatGPT

Prefer to talk instead of type? ChatGPT can now process voice messages and reply in text.

– In your chat with ChatGPT, tap the microphone button.

– Record your question and send the voice message.

– ChatGPT will transcribe your audio and respond with a text reply.

– You can continue the conversation with more voice messages or switch to text.

More Ways to Use ChatGPT on WhatsApp

Need quick help while multitasking? You can also:

– Ask ChatGPT to summarise text or documents by sending images of printed pages.

– Get descriptions of objects, landmarks, or signs by snapping a picture.

– Use voice messages to dictate ideas, notes, or reminders hands-free.

With these new features, interacting with ChatGPT in WhatsApp is more natural and intuitive than ever.

UK banking customers who have faced repeated IT failures are set to receive millions in compensation, following a damning Treasury Committee investigation into the scale and impact of these outages.

Nine Banks

The inquiry revealed that in the past two years alone, nine major banks and building societies have suffered more than a month’s worth of system failures, leaving millions unable to access their money when they needed it most.

How Big Is The Problem?

The inquiry revealed that between January 2023 and February 2025, major high street banks (including Barclays, HSBC, Lloyds, Nationwide, Santander, and NatWest) collectively experienced at least 803 hours of IT outages. That’s more than 33 days of service disruptions, affecting customers’ ability to make payments, transfer funds, and in some cases, even access their own accounts.

To make matters worse, some of the most disruptive outages occurred on key dates, including payday, adding to the distress caused. For many, these incidents resulted in late bill payments, missed wages, and even the inability to complete major transactions – a situation that has been described as ‘deeply unsettling’ by campaigners.

Many Living Pay Cheque to Pay Cheque

Commenting on the findings of the report, Dame Meg Hillier, Chair of the Treasury Committee, did not hold back in her criticism of the situation, stating: “For families and individuals living pay cheque to pay cheque, losing access to banking services on payday can be a terrifying experience. The fact there has been enough outages to fill a whole month within the last two years shows customers’ frustrations are completely valid.”

Which Banks Are Paying Out and How Much?

As scrutiny on the sector intensifies, it seems that some banks have now set aside millions to compensate affected customers. Here’s what each bank is paying and why:

– Barclays… The worst-hit bank in the report, Barclays is expected to pay between £5 million and £7.5 million for inconvenience and distress caused by various outages, with the total amounting to £12.5 million over the past two years.

– Bank of Ireland… The second-largest compensation payout, with £350,000 being distributed to impacted customers.

– NatWest… Has recorded 13 major incidents and will be compensating customers £348,000.

– HSBC… With 32 separate IT failures, HSBC has set aside £232,697 in compensation payments.

– Lloyds… Customers will receive £160,000 following 12 incidents of service disruption.

– Nationwide… The building society has paid out £77,452 due to system failures.

– Santander… Despite 24 incidents, its compensation stands at just £17,000.

– AIB… Paying out a nominal £590 in compensation.

The scale of Barclays’ payout alone shows the gravity of the problem, particularly given that its most recent failure in January left 56 per cent of online payments failing on payday, with some customers unable to complete house moves and others left stranded without funds.

What It Could Mean for Customers

For banking customers, these payouts are likely to come as both a relief and a frustration. For example, while the compensation acknowledges the distress caused, it’s likely to do little to restore confidence in the reliability of banking services. Many customers have already expressed concerns that IT failures are becoming more frequent, rather than less, despite advances in technology.

Although the payouts may be welcomed, customers will still be aware that unless something is done about the failing IT systems from underlying legacy banking infrastructure that keeps crashing, they’re still at risk of it happening again.

Unclear How to Claim Compensation

While Barclays and others have vowed that no customer will be left out of pocket, the process of claiming compensation still remains unclear for many. Some have already lodged formal complaints, while others may need to wait for banks to proactively contact them about payments.

The Wider Impact on the Banking Industry

This wave of IT failures, and the subsequent compensation payouts, has put the UK banking industry under renewed pressure to modernise its digital infrastructure. Thankfully, the Treasury Committee has made it clear that more needs to be done to reduce the frequency of these failures, and banks are now being urged to make urgent investments in:

– IT resilience – ensuring systems are robust enough to handle peak usage periods.

– Third-party oversight – many failures stem from external suppliers, raising questions about regulation.

– Customer communication – better transparency when outages occur and clearer processes for compensation.

The government has already hinted that further regulation may be on the horizon, with a Treasury spokesperson stating: “We are working with the financial authorities to regulate third-party suppliers, as well as considering whether the banks are doing all they can to provide the level of service customers expect.”

What Does This Mean for Your Business?

The banks now find themselves at a crossroads. While the compensation payments acknowledge the impact on customers, they do not solve the deeper issue of unreliable IT infrastructure. For customers, the payouts may soften the blow, but they will do little to restore long-term confidence unless meaningful action is taken to prevent future disruptions.

For businesses, the implications of these failures are always far-reaching. For example, many companies rely on seamless banking operations to pay staff, manage cash flow, and complete critical transactions. Therefore, when banking systems go down, the knock-on effects can be severe, potentially leading to delayed wages, operational disruptions, and financial uncertainty. Small businesses, in particular, can struggle to absorb these setbacks, making banking reliability an essential component of economic stability.

The industry’s response to this crisis will shape the future of banking in the UK. If banks commit to modernising their IT systems and prioritising customer service, they may yet rebuild trust. However, continued failures could prompt stricter regulatory intervention, higher penalties, and increased competition from digital-only banks that have so far proven more resilient. With technology at the heart of modern finance, institutions that fail to adapt may find themselves losing not just customers, but also their position in the market.

As pressure mounts, it seems that banking in the UK is at a kind of turning point, and the coming months will determine whether these institutions can step up to meet the expectations of the businesses and individuals who depend on them every day.