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'The Optus brand is now in a fragile, high-risk state': Two years of hell

Two years of failures have left problem-plagued Optus with a multi-million-dollar hit to the brand's crumbling reputation, according to a public relations expert. 

Sphere PR Managing Director Louise Roberts said reliability is everything to a telco and, after three triple-zero outages since 2023 and a mass data breach in 2022, Optus' brand has taken repeated blows.

"The Optus brand is now in a fragile, high-risk state," she told 9news.com.au.

READ MORE: Three people died when a critical service temporarily failed. How exactly does it work?

Optus suffered a major data breach in 2022.

"For telcos, reliability and resilience are really non-negotiables, and repeated failures will damage their credibility in ways that a single event may not have."

Roberts said the continued blunders could cost Optus millions in a loss of customers, fines, and a damaged brand reputation. 

She added that there may be lawsuits from the families of the three people who died during the triple-zero outage on September 18. 

"They'll risk ongoing customer churn, intensified reliability scrutiny, they're probably going to be subject to quite significant fines," Roberts said. 

"Companies can recover their reputation, but I think you'll find that Optus' issues will be mentioned for years to come."

READ MORE: PM invites global retail giant to Australia to challenge Coles and

Louise Roberts, managing director of Sphere PR.

Days before the outage, a Roy Morgan survey ranked Optus as Australia's fourth most distrusted brand.

"It still has not recovered from the 2022 data breach," she said. 

"Optus has really got to take a long, hard look at itself and make sure that in future, that they have not only invested in their network and resilience, but they have also revised their processes.

"They really need to demonstrate that they've made long-term structural changes."

Optus' problems started years before the first triple-zero outage earlier this month. Here is a breakdown of everything that led to today.

READ MORE: Optus told to bring in external advisors after triple-zero outage

The Burke Street Optus store.

November 8, 2023

4am: Optus begins experiencing a nationwide outage that affects all services, including triple-zero calls and NBN.

6.47am: Optus tells customers it is aware of the issue and is working to restore services.

12.55pm: Some services begin to come back online.

4pm: Most, if not all, services are restored. 

November 13, 2023

The Australian Communications and Media Authority begins an investigation into the outage.

November 17, 2023

The Optus chief executive at the time, Kelly Bayer Rosmarin, appears before the Senate to field questions on the outage and how the telco responded.

She insists she is not facing internal calls to step down.

November 20, 2023

Rosmarin resigns.

"Having now had time for some personal reflection, I have come to the decision that my resignation is in the best interest of Optus moving forward," she said at the time.

She is replaced in the interim by chief financial officer Michael Venter.

READ MORE: Kerry Stokes to step down under proposed Seven, radio giant merger

Optus CEO Kelly Bayer Rosmarin during a Senate hearing

January 24, 2023

Optus admits that almost 2700 triple-zero calls failed to connect, up from the initial 228 figure.

March 21, 2024

A government-commissioned review into the outage handed down its final report, making 18 recommendations to address structural issues within the broader telco system. 

The federal government accepts all the recommendations. 

May 6, 2024

Optus announces Stephen Rue as its new chief executive effective from November.

He is brought in to review the company and recover its reputation.

November 8, 2024

Exactly a year on from the 2023 triple-zero outage, the Australian Communications and Media Authority finds Optus failed to provide access to emergency services for 2145 people and failed to conduct 369 welfare checks on people who had tried to make an emergency call during the outage. 

The telco pays a $12 million fine. 

September 18, 2025

12.17am12.30am: Optus crews ready themselves for a firewall upgrade.

12.30am: Crews begin the upgrade.

1.30pm: Thirteen hours later, Optus becomes aware of an issue affecting triple-zero calls and works to resolve it.

3pm: Optus tells the Australian Communications and Media Authority that the outage affected 10 calls.

READ MORE: Aussie beef farmers cutting in on America's exports to China

Optus CEO Stephen Rue updates media on the company's response to its emergency communications failures.

September 19, 2025

3.40pm: Optus tells the Australian Communications and Media Authority that the outage actually affected 100 calls.

4pm: Optus tells the Australian Communications and Media Authority that the outage restricted more than 600 triple-zero calls, and three people died.

4.40pm: Newsrooms across the country receive an email alerting them to a flash press conference.

5.45pm: Rue tells the media that three people died in a triple-zero outage – two in South Australia and one in Western Australia.

This is the first time the public hears about the outage. 

7pm: South Australian Premier Peter Malinauskas holds his own press conference, in which he tells the media that Optus did not tell the state about the deaths before Rue fronted the media.

He says he has not witnessed "such incompetence from an Australian corporation in respect to communications worse than this".

Police in South Australia and Western Australia also say they were unaware of the emergency service breakdown until the press conference. 

September 20, 2025

Rue tells the media that a fourth death has been confirmed in Western Australia.

He reveals that two people had called Optus' customer service centres alerting them to an issue affecting triple-zero calls on September 18, but the matter was not escalated.

READ MORE: When will the RBA cut interest rates? Big four banks divided over crucial call

Raquel said calls to triple zero failed in April.

September 21, 2025

Rue calls another press conference, where he confirms the telco actually received at least five calls to the customer line about the outage, none of which were escalated.

"As we had not detected the triple-zero failures in our network at the time of these calls, there were no red flags for the contact centre to alert them to any live issues," he said.

South Australia Police confirm that the death of a four-month-old baby, which was initially linked to the outage, was most likely unrelated.

The death toll stands at two in Western Australia and one in South Australia. 

September 22, 2025

The outage widens.

Optus says seven people were unable to contact triple-zero during the brief period the upgrade was being readied between 12.17am to 12.30am on September 18. 

Communications Minister Anika Wells promises to hold the telco to account. 

September 24, 2025

Rue confirms the outage was caused by human error.

Crews, comprised of Optus and third-party Nokia staff in Australia and India, had failed to follow step one of the upgrade process, which would have allowed emergency calls to be redirected through the network.

Optus commissions an independent review as its owner, Singapore-based Singtel Group, issues its first apology.

Singtel CEO Yuen Kuan Moon announces he will visit Australia the following week.

READ MORE: Shock as 'one of the biggest' black snakes slithers into children's playroom

AFR. Singtel CEO Kuan Moon Yuen speaks to media following a meeting with communications minister Anika Wells. Tuesday 30th September 2025. Photo: Sitthixay Ditthavong

September 28, 2025

Optus experiences yet another outage that affects 4500 people in NSW's Dapto region between 3am and 12.20pm and impacts nine triple-zero calls.

Optus confirms all the people who tried to contact triple zero were okay, with several of them being accidental or test calls. 

September 30, 2025

Moon meets with Wells in Australia, where she tells him to bring in external advisors to independently assess the company's plans to avoid another outage.

Speaking to reporters, Moon declined to say whether he backs Rue.

"We brought in Stephen 11 months ago to transform Optus to really address the issues that we've had since 2022 and 2023," he said.

"It is very early days, it takes time to transform a company."

Where to now?

Optus has commissioned an internal review, and the Australian Communications and Media Authority is investigating.

Wells hints that there may be a wider review into the telco industry and emergency service network.

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More sunscreens pulled as TGA reveals results as low as SPF4

More sunscreens have been temporarily pulled from sale or paused from supply over sun protection claim concerns, bringing the total number of affected sunscreens currently off the market to 18.

The nation's medicines regulator, the Therapeutic Goods Administration (TGA), issued the advice yesterday while revealing six more products had been voluntarily removed from its register in the past two weeks.

It's the latest chapter in the saga sparked by a June Choice report that claimed more than a dozen popular sunscreens "failed" to meet their own SPF claims.

READ MORE: The one thing that's even more important than your sunscreen's SPF rating

A person applying sunscreen to their arms.

The TGA yesterday said it had received preliminary test results on the base formulation used in Ultra Violette Lean Screen SPF50+ and an export-only variant – both of which the company voluntarily recalled in August – and 19 other products from 13 other companies. 

Those tests found the formula was unlikely to have an SPF of more than 21 and "may, for at least some of the goods, be as low as SPF four".

The TGA said manufacturer Wild Child Laboratories had stopped manufacturing and supplying the base formulation but each sunscreen company would be carrying out its own tests.

"The TGA is considering whether to take regulatory action with respect to those sunscreens," it said.

"Each company is provided with an opportunity to respond to any proposed regulatory action before the TGA makes a decision."

The TGA also issued a warning about UK-based testing laboratory Princeton Consumer Research, saying it had "significant concerns" about the reliability of its tests.

It said "many" companies using the Wild Child-made base formula had – before being told of the regulator's concerns – relied on tests performed by PCR to support their SPF claims.

Wild Child Laboratories said the TGA had confirmed "no manufacturing issues were identified at our facility that could explain variability in SPF testing results" and said the discrepancies were "part of a broader, industry-wide issue".

"We understand the TGA has raised concerns about testing undertaken by PCR Corp and is conducting an ongoing investigation," chief executive Tom Curnow told 9news.com.au in a statement.

"Wild Child has ceased using PCR and initiated confirmatory testing with other accredited, independent laboratories to validate the SPF performance of our products.

"We remain committed to transparency, product safety, and supporting the introduction of more consistent and objective SPF testing standards across Australia."

The TGA said it had written to PCR but had not received a response.

In a statement to 9News.com.au Princeton Consumer Research said it "conducts sunscreen testing in good faith, to recognised industry standards, on the specific samples provided to us by sponsors at the time of testing".

The TGA yesterday released a list of sunscreens using the same base formulation. 

It stated that where the company responsible for a sunscreen has decided to cancel or recall the affected goods, it is working to support them in doing so.

It also advised consumers who purchased a product from the list that they may wish to consider using an alternative product until the TGA completes its review.

Skincare brand Naked Sundays yesterday said it had commissioned more independent testing for its Collagen Glow Mineral Sunscreen, which uses the same base formula but wasn't tested in the Choice report.

"Preliminary results for Collagen Glow have now been provided to the TGA, confirming our variant provides high sun protection, poses no concern, and we will await further guidance from the regulator," it said.

"Naked Sundays partners with various manufacturers in the US and Australia, and no other Naked Sundays products in Australia and or worldwide are impacted," the company said.

"Naked Sundays is working closely with the TGA to ensure we uphold the highest standards for all our products, and we will adopt any new testing requirements that the TGA may impose as soon as they are in place."

Of the 21 products sharing the same base formulation, only two remain on the market in Australia: Allganics Light Sunscreen SPF50+ and GlindaWand The Fountain of Youth Environmental Defence Cream SPF50+.

The others have all been either voluntarily recalled and cancelled from the regulator's register or temporarily pulled from sale.

You can find a full and regularly updated list of the sunscreens using the Wild Child base formulation on the TGA website.

Princeton Consumer Research statement

Princeton Consumer Research conducts sunscreen testing in good faith, to recognised industry standards, on the specific samples provided to us by sponsors at the time of testing. Our studies are performed by trained professionals following written, validated protocols and rigorous quality controls. Over many years we have tested thousands of product samples for global clients using established methods designed to estimate SPF and related claims.

Sunscreen performance measured in a laboratory reflects the exact batch and condition of the sample submitted at that moment. Multiple factors outside the laboratory — such as manufacturing variability between batches, raw-material differences, packaging, storage conditions, product age, and in-market handling — can influence the SPF of products sold later. Testing is therefore one part of a broader quality and regulatory process that includes manufacturing controls, stability programs, and post-market surveillance by brands and regulators.

We can only speak to the data we generated on the samples we tested; we cannot opine on any subsequently manufactured or sold product that we did not test.

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‘I was denied boarding a flight after my £400 smart ring swelled around my finger’

Daniel Rotar paid £220 for a hotel after he was stranded (Picture: Daniel Rotar)

A tech influencer was denied entry onto his flight and was taken to the hospital after his smart ring battery swelled around his finger.

Daniel Rotar, 32, was 47 hours into his three flights from Hawaii to Manchester when he noticed his left index finger beginning to ache.

He looked down to see that his Samsung Galaxy Ring, a £399 fitness tracker powered by artificial intelligence (AI), had bloated.

The founder of the YouTube channel ZONE of TECH told Metro that he struggled to take the ring off as he queued for his 4.35pm flight at Frankfurt Airport, Germany.

‘My finger started swelling, so I thought I needed to take the ring off – but it wasn’t coming off,’ Daniel said.

‘The ring has two bumps – sensor areas – but they were bigger. I then realised there were four bumps, two extra ones in the battery area, which shouldn’t be there.’

As lithium-ion batteries can pose a safety risk, the German airline Lufthansa refused Daniel entry to the plane.

‘I thought it was understandable and I wouldn’t be comfortable flying with it anyway,’ Daniel said, saying he was worried about the cabin air pressure.

Lufthana classes batteries are classed as dangerous goods ‘because, if damaged, they can generate heat, short-circuit and start a fire’.

As there were no medical staff at the terminal, staff sent Daniel to an outside airport clinic about a 30-minute walk away, only to find it closed.

Man denied boarding flight and taken to hospital after '?400 smart ring swells around finger'
Daniel wore the ring for the first two of his flights, from Hawaii to San Francisco, then to Frankfurt (Picture: Daniel Rotar)
Man denied boarding flight and taken to hospital after '?400 smart ring swells around finger'
The wearable tech began to bulge inside (Picture: Daniel Rotar)

‘I told the two remaining nurses the issue and they told me to go to a city hospital. I Uber’d there and I told the hospital staff,’ Daniel, who founded the mobile app WallpaperZ, said.

‘They immediately brought a bag of ice to relieve the swelling and oil and lubricants to take it off. My finger is a lot better now; I don’t have any issues, only a few marks.’

As there were no more flights to Manchester, Lufthansa rebooked Daniel free of charge onto a Birmingham-bound plane that evening.

He took a cab from the hospital to the airport, costing him €65 (about £57) both ways.

By the time he touched ground in Birmingham, there were no more trains to Manchester, about 90 miles away. Stranded, he booked a hotel for £220.

After posting about the incident on X, Samsung reached out to Daniel, refunding the cost of the hotel and booking him a car to Manchester today.

Why would a lithium battery 'swell'?

Lithium batteries are one of the most popular power sources in the world for electronic devices, according to the British Safety Council.

Their tiny cells are rechargeable, last a long time and pack a lot of energy.

While rare, if the battery is overheated or short-circuits, it can eject gas and flames. The battery begins to overheat and bulge because of all the pent-up heat and pressure.

Samsung representatives took the ring away for tests, the company confirmed to Metro.

Samsung users report battery problems

Daniel says the wearable gadget had recently been running out of charge far sooner than the roughly one week advertised by Samsung.

‘I used it for about a month and it was fine, but it soon became very inconsistent. It would last for maybe three days before dropping to one day, half a day,’ he added.

‘I still had it on my finger at all the time, but I wasn’t charging consistently because the battery life started being so bad.

‘The reason wasn’t that I didn’t want to charge it, but it would die so quickly, so I thought, “what’s the point?”‘

Reddit users have reported similar problems. ‘A lot of people are having issues with battery life, and the ones that have contacted Samsung have been sent a replacement,’ Daniel said.

Man denied boarding flight and taken to hospital after '?400 smart ring swells around finger'
Why the ring’s battery expanded is unclear (Picture: Daniel Rotar)
Man denied boarding flight and taken to hospital after '?400 smart ring swells around finger'
Airline staff denied him entry due to the safety risk, it told Metro (Picture: Daniel Rotar)

The heat in Hawaii, contact with salt water, or an already defective battery might be behind the incident, Daniel said.

According to Samsung, the ring has a titanium casing which is ‘tough enough to handle the everyday’, such as water while swimming or sweat.

The company added on a ring battery drain troubleshooting webpage: ‘The charging time and battery performance may vary depending on your settings, usage patterns, and environmental conditions.’

For Daniel, he’s going to stick to smartwatches for the time being.

‘I will miss the way the Galaxy Ring looked and felt,’ he added, ‘but I’m never going to use it again.’

Samsung said in a statement to Metro: ‘The safety of our customers is our top priority. This is an extremely rare case, and we are in direct contact with Mr Rotar to retrieve the product and learn about the concerns.’

A Lufthansa spokesman told Metro: ‘I think it’s clear that we couldn’t allow the guest to board with such a problem. The risk of serious injury was far too great.

‘The quick action of our colleagues prevented something worse and ultimately helped the guest. We are glad that he is doing well.’

Get in touch with our news team by emailing us at webnews@metro.co.uk.

For more stories like this, check our news page.

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Romanian pickpocket got flight into UK – despite being deported three times

Mandatory Credit: Photo by Shutterstock (4222810g) Inner London Crown Court London, Britain - 26 Oct 2014
Gigi Bratasanu, 48, is a prolific pickpocket with a history of ‘preying’ on Londoners for their valuables, Inner London Crown Court was told (Picture: Shutterstock)

A Romanian man managed to get travel documents and fly into the UK despite having been deported three times for stealing.

Gigi Bratasanu, 48, is a prolific pickpocket with a history of ‘preying’ on Londoners for their valuables.

He was originally deported in October 2022 following his conviction for a string of thefts but returned in August last year.

Bratasanu was put on another flight back to Romania in September 2024 but re-entered the country just weeks later to continue his offending.

After serving a prison sentence, he was deported for the third time in January.

Despite having been served three deportation orders in as many years, Bratasanu was able to obtain an electronic travel authorisation (ETA) to get back into the UK.

An ETA lets you travel to the UK for tourism, visiting family or certain other reasons for up to six months.

Inner London Crown Court was told he claims he only came back to get a hair transplant – not to steal again.

Bratasanu pleaded guilty to knowingly entering the UK in breach of a deportation order last week.

Prosecutor Claire Langevad said: ‘This is the first time – perhaps oddly – he’s been prosecuted for the breach.’

Prime Minister Sir Keir Starmer has faced mounting pressure over immigration and has announced plans to make every adult in Britain have a digital ID card in a bid to curb it.

His new Home Secretary Shabana Mahmood has also taken a tougher stance on migrants seeking indefinite leave to remain.

In the year ending March 2025, there were 44,125 detected illegal entries, 14% more than in the previous year. Nearly 90% of those arrived on small boats.

The Home Office told Metro it remains fully confident in the integrity of the ETA system.

LONDON, ENGLAND - MAY 28: Border Force check the passports of passengers arriving at Gatwick Airport on May 28, 2014 in London, England. Border Force is the law enforcement command within the Home Office responsible for the security of the UK border by enforcing immigration and customs controls on people and goods entering the UK. Border Force officers work at 140 sea and airports across the UK and overseas. (Photo by Oli Scarff/Getty Images)
The Home Office told Metro it remains fully confident in the integrity of the ETA system (Picture: Getty)

Ms Langevad told the court: ‘Mr Bratasanu is what has been described as a Romanian pickpocket. He has a history of being deported from the UK.

‘The first [order] was [dated] October 3, 2022. It seems he was deported on February 27, 2024, following an issue with the deportation order.

‘He then returned to the UK in August 2024. He was detained and put back on a flight in September 2024.

‘Back he comes in October 2024, when he is arrested for further offences, and he is deported for the third time following a custodial sentence in January 2025.

‘He has then gone on to make an application under the ETA travel authorisation on April 13, 2025. I understand he travelled in on that, despite being subject to a deportation order.

‘He is then subsequently arrested on June 18 by British Transport Police officers and has remained in custody since.’

Defence lawyer Maddison Fisher told the court Bratasanu has called Spain home since the age of five and has a wife and two children living in Madrid.

‘He tells me he came to the UK to get a hair transplant,’ she said. ‘He got that transplant on April 24 or 25. He says while the price is the same in Madrid, in the UK the quality is better.’

Sentencing him, Judge Freya Newbury told Bratasanu: ‘You are somebody who has a history of what you might call recidivist thieving behaviour.

‘It appears that previously you came over to London to prey on people and take their wallets and phones and so on.

‘You were arrested on June 16 in the UK again, although this time you apparently didn’t come over to thieve – apparently you came over for a hair transplant.

‘I’m not sure about all of that.’

The judge imposed a sentence of two years in prison, telling Bratasanu that he would have served up to 40% of that term were he to stay in the UK.

‘But that is not going to happen in this case, because you will once again be deported,’ she added.

A Home Office spokesperson said: ‘It is our longstanding policy not to comment on individual cases, but when foreign nationals commit serious crimes in our country, we will always do everything in our power to deport them.

‘This government deported almost 5,200 foreign national offenders in its first year in office, a 14% increase on the previous year, and we will continue to do everything we can to remove these vile criminals from our streets.’

Get in touch with our news team by emailing us at webnews@metro.co.uk.

For more stories like this, check our news page.

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Jeweller to A-listers says it’s ‘too dangerous to wear a gold Rolex’ in London

Stephen Webster, whose clients include Kate Moss and Madonna, said wearing gold watches around the UK’s capital is ‘making yourself a target’

A jeweller to A-list celebrities has said wearing his pieces has become too dangerous in London.

Stephen Webster, whose clients include Kate Moss and Madonna, said wearing gold watches around the UK’s capital is ‘making yourself a target’.

He told the Daily Mail: ‘You have to be smart. You can’t go around London flaunting, “Here’s my gold Rolex”. You’re an idiot.

‘It will attract the wrong kind of attention and can make you a target.’

It comes after Blue Stevens was stabbed to death in central London during a reported attempted watch robbery.

The ‘loving’ father was stabbed outside of the Park Tower hotel and casino in Knightsbridge in July.

A cousin told Metro: ‘He had two lovely kids and was a loving father he lived for his children.

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Undercover officers apprehend thieves during watch robbery sting in central London. Release date January 17 2024. See SWNS story SWNAwatches. Met Police officers have been posing as victims as part of a new operation to tackle luxury watch robberies in central London. Undercover cops walked the streets late at night in the hopes of encountering gangs trying to steal top of the range watches, worth between ??10,000 to more than ??100,000. Videos provided by the Met show criminals initially approaching and befriending a lone officer, before later ambushing them and ripping their watch from their wrist. A hidden team of officers then emerge and pounce on the criminals, all of whom were arrested and later charged. The operation follows a series of high profile watch robberies.
Undercover officers apprehend thieves during watch robbery sting in central London in January 2024 (Picture: Metropolitan Police / SWNS)

‘He was such a nice person a real good person.’

Asked about the suspected watch robbery they said: ‘Yes he really loved watches of all kinds.’

Between January 2022 and March 2024, around 4,300 watches worth more than £3,000 were stolen in London, according to the Metropolitan Police.

Of these, only 57 were recovered.

In 2023, violent crime in London reached record levels, with even friends of disgraced royals treading carefully around the city.

**EMBARGOED UNTIL 00:01 Wednesday 17 January** Gang members attempt to steal a watch from an undercover officer in a Met Police sting on luxury watch robberies in central London. Release date January 17 2024. See SWNS story SWNAwatches. Met Police officers have been posing as victims as part of a new operation to tackle luxury watch robberies in central London. Undercover cops walked the streets late at night in the hopes of encountering gangs trying to steal top of the range watches, worth between ??10,000 to more than ??100,000. Videos provided by the Met show criminals initially approaching and befriending a lone officer, before later ambushing them and ripping their watch from their wrist. A hidden team of officers then emerge and pounce on the criminals, all of whom were arrested and later charged. The operation follows a series of high profile watch robberies.
Gang members attempt to steal a watch from an undercover officer in a Met Police sting (Picture: Metropolitan Police/SWNS)

Caroline Stanbury, friend to Prince Andrew, said she avoids wearing ‘tons of jewellery’ when she visits the UK due to safety fears.

But Mr Webster said he has not heard any reports of his jewellery being stolen as he prefers to make ‘every day’ style jewellery.

He said: ‘‘I don’t make necklaces that cost $10 million. I make jewellery that people wear, literally, every day.

‘I chose not to do that many years ago. I’ve not ever had someone who’s come to me and said, “I’ve been mugged for my Stephen Webster jewellery”. Never. So far, so good.’

Get in touch with our news team by emailing us at webnews@metro.co.uk.

For more stories like this, check our news page.

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Here’s the latest change to ChatGPT – and how you can use it to shop

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If you thought Amazon had massively changed society’s shopping habits, prepare for yet another overhaul.

Tech bosses have been talking about ‘agentic AI’ buying our stuff so we don’t have to for months, and ChatGPT has now taken a big step towards this.

They have just announced a new ‘instant checkout’ feature within the app, meaning you can buy things without having to go to another platform.

The chatbot will seek out similar products to what you have described, and then you just need to buy it.

For now, the user will still have to manually approve the purchase, but in future the chatbot could be placing the order too.

Google is also working on similar technology, and major companies including Amazon, Visa, Mastercard, Paypal, and Salesforce as examining how they can keep pace with a changing purchasing landscape.

The new ChatGPT feature works with Etsy and Shopify within the chat, for sinle item purchases.

ChatGPT lanches instant checkout
How the system works together to bring you your new purchase (Picture: ChatGPT)

It is currently only available in the US, but it is set to expand to other regions and merchants soon, as well as allowing the option to buy multiple things at at time.

OpenAI said: ‘This marks the next step in agentic commerce, where ChatGPT doesn’t just help you find what to buy, it also helps you buy it.

‘For shoppers, it’s seamless: go from chat to checkout in just a few taps. For sellers, it’s a new way to reach hundreds of millions of people while keeping full control of their payments, systems, and customer relationships.’

The Agentic Commerce Protocol powering it was developed with payment processing company Stripe.

‘Product results are organic and unsponsored, ranked purely on relevance to the user,’ OpenAI said.

While it may help you to quickly find a new pair of shoes or set of dinner plates, some are warning that there are hidden risks to having a digital personal shopper.

Young Asian woman with shopping cart, carrying a reusable shopping bag, shopping for fresh organic fruits and vegetables in supermarket. Environmentally friendly concept. Zero waste and plastic free. Eco friendly shopping. Sustainable living lifestyle
‘Agentic AI’ wants to do this for you soon as well (Picture: Getty)

Marijus Briedis, Chief Technology Officer at NordVPN, said: ‘Expanding AI platforms into online shopping may feel convenient, but it also introduces new risks around how much personal data users are willing to share.

‘Every time you connect your financial details or shopping preferences to a third-party platform, you increase your digital footprint. That footprint can be tracked, analysed, or even exposed in a breach.

‘Convenience should never come at the expense of privacy, and when AI becomes your personal shopper, the price tag could be your data.

‘The safest approach is to stay conscious of the information you provide, limit permissions where possible, and use tools that help you stay in control of your digital identity.’

We’re already turning to AI for shopping

It comes as more than half of British consumers (55%) say they are already using generative AI tools when shopping online, according to a report by the e-commerce marketing platform Omnisend. 

Over a third of those surveyed (34%) said that they turn to AI for product research, while more than a quarter (28%) look for product recommendations, such as help with buying gifts, and a fifth for finding the best deals.

While several platforms were mentioned, from Perplexity AI to Amazon Rufus, ChatGPT emerged as the leading AI shopping assistant, with nearly four in ten (39%) preferring it.

Get in touch with our news team by emailing us at webnews@metro.co.uk.

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Scientists have just made a major discovery about the dark side of the moon

This animation still image shows the far side of the moon, illuminated by the sun, as it crosses between the DISCOVR spacecraft's Earth Polychromatic Imaging Camera (EPIC) camera and telescope, and the Earth - one million miles away. Credits: NASA/NOAA A NASA camera aboard the Deep Space Climate Observatory (DSCOVR) satellite captured a unique view of the moon as it moved in front of the sunlit side of Earth last month. The series of test images shows the fully illuminated ?dark side? of the moon that is never visible from Earth. The images were captured by NASA?s Earth Polychromatic Imaging Camera (EPIC), a four megapixel CCD camera and telescope on the DSCOVR satellite orbiting 1 million miles from Earth. From its position between the sun and Earth, DSCOVR conducts its primary mission of real-time solar wind monitoring for the National Oceanic and Atmospheric Administration (NOAA).
The moon is one two-faced celestial object, apparently (Picture: NASA/NOAA)

We know a lot about the universe. Roughly how much black holes weigh, the atmosphere of planets light-years away and how leaky Uranus is.

WWhat we don’t know too much about is a lot closer than you think – the moon.

Scientists have long believed that our nearest cosmic neighbour holds clues to the history of the entire solar system.

Among them is Professor Yang Li, a geoscientist at Beijing’s Peking University and an honorary professor at the University College London.

ONLINE EMBARGO 10.00 BST, 30/09/25 Images of the near (left) and far side of the moon from NASA's Clementine mission. The far side of the moon may be much colder than the side we can see, suggests new research.The interior of the mysterious far side of the satellite could be chillier than the side constantly facing Earth, according to an analysis of lunar rock samples.Researchers say their findings, published in the journal Nature Geoscience, indicate that the moon is "two-faced".The study, co-led by University College London (UCL) and Chinese scientists, looked at fragments of rock and soil scooped up by China?s Chang?e 6 spacecraft last year from a huge crater on the moon's far side. Photo released 30/09/2025
The near (left) and far side of the moon from NASA’s Clementine mission (Picture: NASA/SWNS)

His team have discovered that the inside of the mysterious ‘far side’ of the moon may be colder than the side always facing Earth.

The study, published today in the journal Nature Geoscience, looked at soil scooped up by China’s Chang’e-6 lunar lander last June.

The spacecraft dug through the South Pole-Aitken basin, a 1,600-mile-wide impact crater that is among the largest in the history of the solar system.

One of the samples was examined by Professor Yang’s team, who found that the 2.8 billion-year-old soil was formed from underground lava.

What took Professor Yang back was the temperature the 300g sample was formed at – 1,100°C, about 100°C cooler than samples from the near side.

‘Studying the far side isn’t just about curiosity,’ Professor Yang tells Metro.

‘It may hold clues to the early history of the Earth-moon system and planetary crust formation.’

Why is this a big deal?

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If you stared up at the moon for one month, you’d only ever see one side of it – the ‘near side’ – because our natural satellite is tidally locked with the Earth, so it keeps the same hemisphere pointed towards us.

Astronomers call the side we can’t see the ‘far side’, sometimes called the ‘dark side’, even though it does see sunlight.

The two sides look very different from one another, Professor Yang says: ‘In plain language, the near side is covered by large dark plains – the lunar maria – created by ancient volcanic eruption.

‘In contrast, the far side is dominated by bright, rugged highlands with far fewer volcanic plains.’

How the moon became two-faced is one of the ‘most important questions that remains to be solved’ about our natural satellite.

Yet seeing the far side, let alone getting to it, is difficult for a simple reason.

BEIJING, July 9 (Xinhua) -- A series of research findings by Chinese scientists on the samples collected by the Chang'e-6 mission from the moon's far side have unveiled the volcanic activity, ancient magnetic field, water content and geochemical characteristics of the moon mantle, shedding the first light on the evolutionary history of its dark side. Four studies by the research teams from the Institute of Geology and Geophysics (IGG), the National Astronomical Observatories, both under the Chinese Academy of Sciences (CAS), Nanjing University, and other institutions were published in the latest issue of Nature. As the moon's revolution cycle is the same as its rotation cycle, the same side always faces Earth. The other face, most of which cannot be seen from Earth, is called the far, or dark, side of the moon. This term doesn't refer to visible darkness, but rather the mystery shrouding the moon's largely unexplored terrain. The moon's near and far sides exhibit significant differences in morphology, composition, crustal thickness and magmatic activities. However, the mechanisms behind these disparities remain unresolved, representing a key issue in lunar science. Previously, scientific understanding of the far side relied primarily on remote sensing studies, scientists say. In 2024, Chang'e-6 made history by bringing 1,935.3 grams of lunar far-side samples back to Earth. These samples were collected from the South Pole-Aitken (SPA) Basin, the largest, deepest and oldest basin on the moon, which provided a rare opportunity to clarify the compositional differences between the near and far sides and to unravel the long-standing mystery of their asymmetry. "The SPA Basin is one of the moon's three major tectonic units, measuring approximately 2,500 kilometers in diameter. The energy from the impact that formed this crater is estimated to be 1 trillion times greater than that of an atomic bomb explosion. Yet, the exact influence of such a massive collision on the moon's evolution has remained an unsolved mystery," Wu Fuyuan, an academician of CAS and a leading researcher with the IGG, said at a CAS press conference on Wednesday. https://www.cnsa.gov.cn/english/n6465652/n6465653/c10687632/content.html
The same side of the moon always faces Earth (Picture: CNSA)

‘We cannot see it directly from the Earth,’ says Professor Yang, ‘and we can not send signals directly unless you have a satellite to bridge this.’

This is why estimating how hot very old rocks were when they formed is such a big deal to scientists. They now know that the mantle – the layer between the crust and core – on the far side is cooler.

‘Because the far side has much less basaltic volcanism, it is generally believed that the far side’s thicker crust has prevented magma from reaching the surface. If we assume magmas generated at both sides are the same at depth,’ Professor Yang says.

‘Our study demonstrates that the far side actually is colder inside, hence there have to be fewer heat-producing elements, such as Uranium, Thorium and Potassium, whose decay can generate heat.’

Studies have suggested that this is because an asteroid slammed into the moon, jiggling its insides and pushing hotter elements to the near side.

What the findings also change is the understanding of ‘KREEP’, the chemical residue left behind when the moon’s magma ocean cooled.

TOPSHOT - This undated handout photo taken by the China National Space Administration (CNSA)??and released on June 4, 2024 shows a general view of craters on the surface of the moon captured by China's Chang'e-6 lunar probe. A module of a Chinese lunar probe successfully took off from the far side of the Moon on June 4 carrying samples to be taken back to Earth, state media reported. (Photo by Handout / China National Space Administration / AFP) / RESTRICTED TO EDITORIAL USE - MANDATORY CREDIT "AFP PHOTO / CNSA" - NO MARKETING NO ADVERTISING CAMPAIGNS - DISTRIBUTED AS A SERVICE TO CLIENTS (Photo by HANDOUT/China National Space Administration/AFP via Getty Images)
China’s Chang’e-6 lunar probe scooped up one of the first-ever samples from the far side (Picture: AFP)

Scientists assumed that KREEP only dusted the surface of the moon, but the study suggests it’s in the depths, too, and isn’t evenly spread.

‘Such a new finding also helps us to refine the origin of the moon, and hence the Earth,’ Professor Yang says.

Why we have a giant white-ish rock doing laps around us depends on who you ask.

The most popular theory – often called the ‘big whack’ – says that about 4.5billion years ago, an early, Mars-size planet named Theia slammed into Earth. Some tossed-out debris then squished together to form the moon.

Or, in the early days of our solar system, we might have had two, thermally different mini-moons, or ‘moonlets’, that whacked into one another.

‘So our results make it closer to distinguishing these scenarios,’ Professor Yang says.

This undated handout photo taken by the China National Space Administration (CNSA)??and released on June 4, 2024 shows a general view of of the surface of the moon captured by China's Chang'e-6 lunar probe after landed on the moon. A module of a Chinese lunar probe successfully took off from the far side of the Moon on June 4 carrying samples to be taken back to Earth, state media reported. (Photo by Handout / China National Space Administration / AFP) / RESTRICTED TO EDITORIAL USE - MANDATORY CREDIT "AFP PHOTO / CNSA" - NO MARKETING NO ADVERTISING CAMPAIGNS - DISTRIBUTED AS A SERVICE TO CLIENTS (Photo by HANDOUT/China National Space Administration/AFP via Getty Images)
How the moon formed is still unclear (Picture: AFP)

‘If it is homogeneous at the beginning, then this redistribution must happen precisely at a time when this KREEP layer is still in a molten state.’

These are just some of the thoughts that Professor Yang has when he cranes his neck up at night to see a little white circle.

But he hopes that, one day, there might be people looking right back at him.

‘The far side’s “radio silence”, shielded from Earth’s radio noise, also makes it an ideal site for astronomy,’ he says, ‘such as low-frequency radio telescopes to study the early universe.’

Get in touch with our news team by emailing us at webnews@metro.co.uk.

For more stories like this, check our news page.

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Iconic London cinema goes up in flames with smoke seen for miles

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A fire has ripped through an Odeon cinema in south east London with Londoners being warned to stay away.

Firefighters were called to Beckenham High Street this morning with flames seen coming from the Odeon Cinema.

Footage shows smoke billowing into the sky with the fire coming from the roof of the white building.

The London Fire Brigade said: ‘Ten fire engines and around 70 firefighters have been called to a building fire on High Street in Beckenham.

‘The fire is producing a significant amount of smoke and we are advising people in the area to keep their windows and doors closed at this time.

john reeves @johnpareeves ? 16m Fire in Beckenham odeon today
Footage shows smoke billowing into the sky with the fire coming from the roof of the white building

‘The incident is causing major traffic disruption in Beckenham and we are asking people to avoid travelling through the area whilst the incident remains ongoing as road closures are in place.

‘The Brigade received the first of 18 calls at 0759 and Control Officers have mobilised crews from Beckenham, Bromley, Woodside, Forest Hill and surrounding fire stations to the scene. A 32-metre turntable ladder from Forest Hill is also attending.

‘The cause of the fire is unknown at this time.’

Get in touch with our news team by emailing us at webnews@metro.co.uk.

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Sadiq Khan says government is ‘like a team 2-0 down 20 minutes into the match’

LIVERPOOL, ENGLAND - SEPTEMBER 28: Mayor of London Sir Sadiq Khan walks outside the ACC Liverpool during the Labour Conference 2025 on September 28, 2025 in Liverpool, England. Labour Conference is being held against a vastly different backdrop to last year when the party had swept to power in a landslide general election victory. A year on and polling shows three quarters of Britons (74-77%) say they have little to no trust in the party on the cost of living, immigration, taxation, managing the economy, representing people like them, or keeping its promises. (Photo by Dan Kitwood/Getty Images)
Sadiq Khan is among the top Labour figures who have offered a bleak assessment of the government so far (Picture: Dan Kitwood/Getty Images)

Sir Sadiq Khan has given a brutal assessment of the government’s first 14 months in power – but insisted there’s time to turn it around.

In a football analogy, the London Mayor told a fringe event at Labour’s annual party conference that his party was the equivalent of two-nil down after playing less than 20 minutes of the match.

Ipsos revealed yesterday that Sir Keir Starmer is more unpopular than any other Prime Minister in the history of the company’s approval polls, which date back to Margaret Thatcher.

That means he has a lower rating than Boris Johnson in the aftermath of Partygate, or Liz Truss after her mini-budget.

Asked about the findings, Sir Sadiq told an event organised by The Times that his party ‘can’t pretend things are better than they are’.

He said voters were angry about the lethargic pace of change since the election, which he blamed on the ‘inheritance’ left by the Tories, before calling on the PM to ‘accelerate the pace of delivery’.

The Mayor continued: ‘We’ve also got to be better at telling the story we’re trying to do.

‘If this was a game of football, what I’d say is it’s a 90-minute game, we’ve played almost 20 minutes and we’re two-nil down.

‘We’re two-nil down, and we’ve got to make sure we use the rest of our time in the game, three-and-a-half years, to turn it around. I think it’s possible.’

A Liverpool supporter, Sir Sadiq used the example of the time his team were three-nil down at half time in the 2005 Champions League final, only to defeat Milan on penalties.

It was the latest in a series of assessments from top Labour figures at the conference, pondering how their party has fallen so quickly so fast.

Among the most high-profile has been Mayor of Greater Manchester Andy Burnham, who has been scathing in his criticism of the government as questions swirl around a potential bid from him to replace Sir Keir.

Greater Manchester mayor Andy Burnham speaking into a microphone at the Labour Party conference.
Andy Burnham has said he still backs Keir Starmer as the best man to lead Labour (Picture: Paul Ellis/AFP)

Speaking at a different event taking place simultaneously with the Sadiq Khan Q&A, Burnham said his intention has simply been to suggest new approaches.

He said: ‘The thing that I’m doing is putting forward ideas that in any scenario – whoever is the leader – I think Labour needs to take on board. That is what I’m saying.

‘The only thing I’ve launched is a debate about how do we get a plan together to beat Reform. I’m of course talking about the General Election.’

Like his London counterpart, Burnham also called on the government to ‘tell a story about this country and where do we want this country to go’.

Elsewhere in the Times event, Sir Sadiq declined to follow the PM in describing Reform’s recently announced deportation policy as ‘racist’.

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He told the audience: ‘I think it’s a really loaded word, and so I’m very careful when I use it for the obvious reason, I don’t want to devalue this really powerful word’.

However, the Mayor conceded the occasional need to ‘call out people’, pointing out he recently used the word to describe US President Donald Trump.

This afternoon, Home Secretary Shabana Mahmood outlined Labour’s plans to reform the legal immigration system with a shake-up of indefinite leave to remain.

In a speech on the main conference stage, she announced the status would only be granted to people who meet a number of conditions after arriving in the country.

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Gunman disguised as Deliveroo cyclist shot 8-year-old girl sat in car with family, court told

Police officers search the scene on Southern Grove in Ladbroke Grove, west London, after an eight-year-old girl was seriously injured when she was shot in "an appalling incident". The child, who is now in a stable condition, and a 34-year-old man who was also injured were taken to hospital after being shot just after 5.30pm on Sunday. Picture date: Monday November 25, 2024.
Police officers search the scene on Southern Grove in Ladbroke Grove, west London, after an eight-year-old girl was seriously injured when she was shot along with her father. (Picture: Aaron Chown/PA)

A gunman disguised as a Deliveroo rider shot an eight-year-old girl and her father in front of their family, a court has heard.

Jazz Reid, 34, allegedly shot the child twice and her 34-year-old father five times on November 24.

The father and daughter, who both survived, were sat with relatives in a car in Ladbroke Grove, West London, when eleven shots rang out.

Reid is accused of carrying out three separate shootings, always in his delivery rider disguise, between October and November last year.

Police found a 9mm self-loading pistol loaded with 17 live rounds hidden beneath a concrete slab outside his home, jurors heard.

Each shooting was planned and executed with ‘precision’, prosecutor Michael Goodwin KC told Old Bailey jurors on Monday.

Reid would drive a hire car to the area, change into his Deliveroo disguise – complete with a takeaway box – and cycle an e-bike to his intended targets, it is claimed.

In the first shooting on October 9, Reid allegedly fired twice, hitting Ameile Buncombe in the thigh at the victim’s home in Notting Hill.

In body-worn video shown to jurors, the victim told police the assailant was carrying a ‘kangaroo’ bag, before correcting it to ‘Deliveroo’, as he was treated at the scene.

On November 11, Reid fired four shots at a north London address linked to the father, who was the subject of the third attack, it is claimed.

Police officers at the scene on Southern Grove in Ladbroke Grove, west London, after an eight-year-old girl was seriously injured when she was shot in "an appalling incident". The child, who is now in a stable condition, and a 34-year-old man who was also injured were taken to hospital after being shot just after 5.30pm on Sunday. Picture date: Monday November 25, 2024.
The father and daughter were sat with relatives in a car in Ladbroke Grove, West London, when a volley of eleven shots rang out (Picture: Aaron Chown/PA)
A police cordon at the scene on Southern Grove in Ladbroke Grove, west London, after an eight-year-old girl was seriously injured when she was shot in "an appalling incident". The child, who is now in a stable condition, and a 34-year-old man who was also injured were taken to hospital after being shot just after 5.30pm on Sunday. Picture date: Monday November 25, 2024.
A gunman disguised as a Deliveroo rider shot an eight-year-old girl and her father in front of their family, a court has heard (Picture: Aaron Chown/PA)

No injuries were reported to police on that occasion.

Thirteen days later, Reid allegedly shot the eight-year-old girl and her father in their car on Southern Row in Ladbroke Grove.

Mr Goodwin said: ‘Eleven shots were fired, five hit (the father) in the back, chest, abdomen and pelvis area.

‘Two shots hit his daughter in her buttocks and foot.

‘Both (victims) and other family members were sat in a car used regularly by the family.

‘They had nowhere to escape to when the defendant opened fire on them.’

He continued: ‘Each of these three shootings are alleged to have been targeted shootings. They were planned and executed with precision.’

Reid would drive hire cars from his Uxbridge home and park near an associate’s flat on the Swinbrook Estate in North Kensington, the court heard.

He allegedly used the flat as a ‘cover location’ where he could park his hire car without arousing suspicion.

He would collect the e-bike and Deliveroo outfit from the flat before cycling to the location of the attacks, it was claimed.

Mr Goodwin said: ‘He was disguised as a Deliveroo driver when he carried out the shootings. All three occasions involved a Deliveroo driver riding an e-bike.’

A police forensic officer at the scene on Southern Grove in Ladbroke Grove, west London, after an eight-year-old girl was seriously injured when she was shot in "an appalling incident". The child, who is now in a stable condition, and a 34-year-old man who was also injured were taken to hospital after being shot just after 5.30pm on Sunday. Picture date: Monday November 25, 2024.
The court heard Reid’s DNA was found on the grip and muzzle of the pistol which was forensically linked to the third shooting (Picture: Aaron Chown/PA)
A police cordon at the scene on Southern Grove in Ladbroke Grove, west London, after an eight-year-old girl was seriously injured when she was shot in "an appalling incident". The child, who is now in a stable condition, and a 34-year-old man who was also injured were taken to hospital after being shot just after 5.30pm on Sunday. Picture date: Monday November 25, 2024.
The shooting took place on on Southern Row in Ladbroke Grove (Picture: Aaron Chown/PA)

After each shooting, Reid returned his disguise to the Swinbrook Estate flat and drove the hire car home, it is claimed.

Mr Goodwin told jurors: ‘The defendant was arrested on November 26 while driving the hire car, and his home address in Uxbridge was searched.

‘Just outside the home, under a slab of concrete, officers found a 9mm self-loading pistol loaded with 17 live rounds.’

The court heard Reid’s DNA was found on the grip and muzzle of the pistol forensically linked to the third shooting.

A different gun was used in the first two shootings, with the defendant’s partial DNA identified on casings at the second scene, the court heard.

Mr Goodwin said: ‘This defendant had access to two separate firearms used to carry out all three shootings. The three shootings are forensically linked.’

It is alleged the defendant tried to cover his tracks by switching his sim card and changing his mobile phone handset.

But the evidence allegedly showed he phoned his contact on the Swinbrook Estate shortly before each incident.

The defendant’s car journeys to north-west London were tracked by police on CCTV, traffic cameras and through cell site data, jurors were told.

The e-bike and Deliveroo disguise were later recovered from the Swinbrook Estate address.

Reid has denied the attempted murder of the father and wounding the girl with intent. Neither victim can be identified for legal reasons.

He has also pleaded not guilty to wounding Mr Buncombe with intent on October 9 last year and a string of firearms offences relating to the incidents.

The Old Bailey trial continues.

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