topic Re: Switch Up - Wrong Phone in Pay Monthly

Switch Up - Wrong Phone

garetc — Tue, 30 Sep 2025 18:58:21 GMT

Received my iPhone all well and good, yesterday I received the Switch Up pack that said I need to return an iPhone 16 Pro Max 256GB. The problem is I've never had a 256GB variant, I have the 1TB version, called O2 who confirmed that matches their records.

They advised me to contact the Switch Up Team which I promptly did, they told me to return the phone and wait for them to email me saying the Switch Up failed. When I receive that email, to contact them back and they'll be able to manually update it and accept the Switch Up. He said there's nothing they can do until they get the handset back so I posted it off.

Took a video with the IMEI number etc but feel a bit like I shouldn't have sent it back. Does anyone else have experience of the same issue?

😬

Re: Switch Up - Wrong Phone

madasaf1sh — Tue, 30 Sep 2025 19:05:53 GMT

@garetc

I would have returned it, and see what they say when its received, also might be a good idea to screenshot myo2 and the device plan for the old phone.

Never come across it when doing personal switch ups, but people have been on here and mentioned IMEI mismatches etc..

Re: Switch Up - Wrong Phone

garetc — Tue, 30 Sep 2025 19:29:09 GMT

I've sent it back now and the call with the switch up team will have been recorded. I have the IMEI and the original delivery note showing the serial number plus O2 have it on record that is the phone they sent me.

I'll just have to wait and see what happens and how much arguing I'll have to do!

Re: Switch Up - Wrong Phone

AshMarie — Sat, 04 Oct 2025 07:46:22 GMT

Hi was just wondering if you had managed to get this sorted? Im having the same issue with them saying my 512gb iphone 16 pro max should be 256gb and ive had the failed switch up email. im not sure where to go with it next. Thanks

Re: Switch Up - Wrong Phone

garetc — Sat, 04 Oct 2025 09:18:30 GMT

Nothing yet, they’re still saying it hasn’t been returned although I have the delivery proof.

Re: Switch Up - Wrong Phone

AshMarie — Sat, 04 Oct 2025 11:47:49 GMT

Its frustrating isn't it! Just out of curiosity do you know which number it was they told you to contact once you received the failed switch up email? was it O2 directly or was it Ingram Micro that I think deal with the switch up. Just not sure who to speak to about it now as its a problem I wasn't really anticipating.

Re: Switch Up - Wrong Phone

garetc — Sat, 04 Oct 2025 12:10:52 GMT

They said to contact them rather than O2 but I’ve logged a complaint with O2 just in case…

The valuation they’ve offered is outrageous also love that you get 4 days to contact them and decline the offer even if it’s a weekend.

Order reference:

We've checked your phone and unfortunately it isn't eligible for O2 Switch Up.

The phone returned isn’t the one we expected, but we can still recycle it and credit your new Device Plan with the value below in line with our T&Cs.

The item received was: The item we expected was:

Apple iPhone 16 Pro Max 1TB Grey graded value of £550.00

Apple iPhone 16 Pro Max 256GB

Our revised offer is:

Device received Quoted price Revised price Notes

Apple iPhone 16 Pro Max 1TB Grey

O2 Switch Up

£550.00

Re: Switch Up - Wrong Phone

AshMarie — Sat, 04 Oct 2025 12:20:34 GMT

Yeah this is pretty much exactly what they've done to me

The offer is ridiculous. It doesn't help that they're closed over the weekend to, just got to hope that I can get through to them on Monday.

Order reference:

We've checked your phone and unfortunately it isn't eligible for O2 Switch Up.

The phone returned isn’t the one we expected, but we can still recycle it and credit your new Device Plan with the value below in line with our T&Cs.

The item received was: The item we expected was:

Apple iPhone 16 Pro Max 512GB Grey graded value of £460.00

Apple iPhone 16 Pro Max 256GB

Our revised offer is:

Device received Quoted price Revised price Notes

Apple iPhone 16 Pro Max 512GB Grey

O2 Switch Up

£460.00

Re: Switch Up - Wrong Phone

garetc — Sat, 04 Oct 2025 12:53:39 GMT

Maybe there could have been an issue with the system that identifies the old phone? I’ve never had a 256GB model.

I’ve logged a complaint with O2 and been told I’ll get a call back from the person I spoke with after she’s spoken with the Ingram team on Monday but I will call them direct as well.

She said the person that processed my order should have checked it was the right phone. It was iPhone pre-order day so the call center would have been crazy busy. This must happen fairly regularly, hopefully it’s straightforward to fix.

Let me know how you get on, I’ll update here after my call/call backs too.

Re: Switch Up - Wrong Phone

AshMarie — Sun, 05 Oct 2025 11:15:10 GMT

Yeah that's more or less what I'm thinking and hoping for really. I never ended up with the 256gb model as it was stolen from the box before it reached me last year and so they ended up removing that phone off my account before I reordered the 512gb model in a different colour so I know its not the stolen phone that's linked because the colour is right. Feel like upgrading is a little bit cursed for me these days 😂.

I've had it logged with O2 through social media and I'm going to call both O2 and Ingram tomorrow when I know they can actually communicate and I'm not going to just be forgotten about.

When I tried to upgrade online my phone came up as the 256 gb when I inputted the IMEI number which is why I called to upgrade and queried it at the time. She said exactly that, because it was pre order day and the website was busy so i am hoping it is something they've seen and dealt with before

As soon as i get anywhere with them tomorrow ill come back and update too!

Re: Switch Up - Wrong Phone

garetc — Mon, 06 Oct 2025 08:14:05 GMT

I called up this morning (just) and spoke to one of the Ingram team. Apparently it’s a wider problem with the IMEI number lookup. When O2 raised the Switch Up order it incorrectly identified a batch of phones as 256GB, lots of people were impacted.

She’s email the back office team to get it updated, it should take 2-4 hours but allow 24 and call back if I’ve not had the successful Switch Up email.

Hopefully this will sort it out!

Re: Switch Up - Wrong Phone

Brandinh0 — Tue, 07 Oct 2025 00:19:21 GMT

did the issue get resolved?

I have just had emails today with exactly the same issue with my 512GB 16 pro max and will need to call them on Tuesday

Re: Switch Up - Wrong Phone

AshMarie — Tue, 07 Oct 2025 07:43:22 GMT

I had the same conversation seemingly when I called up yesterday morning. He knew exactly what I was talking about when I called.
Have you had the successful switch up email yet? I’m not sure whether the call them back this morning.

Re: Switch Up - Wrong Phone

AshMarie — Tue, 07 Oct 2025 07:44:55 GMT

Still in the process of getting it resolved, but call the number for Ingram at the bottom of the email you get sent they seem to know all about the issue and should start correcting it for you. Hopefully will be sorted today

Re: Switch Up - Wrong Phone

garetc — Tue, 07 Oct 2025 07:54:36 GMT

Nothing yet, I called dead on 9 yesterday so would have expected something back off them by now. I'll leave it until 10 and then give them another call.

Re: Switch Up - Wrong Phone

garetc — Tue, 07 Oct 2025 07:55:43 GMT

I'm going to give them a call back, their original email said to call back by 7th or they would make the revised payment to my O2 Switch-up balance.

Not sure if that's automated or not...

Re: Switch Up - Wrong Phone

AshMarie — Tue, 07 Oct 2025 08:43:00 GMT

So I’ve just called back, my phones been processed and the full amount has been issued for my phone. She apologised for the lack of email and said it should show up on my o2 account within 10 working days.
So just got to wait and see now whether it does I guess 🤦‍♀️

Re: Switch Up - Wrong Phone

garetc — Tue, 07 Oct 2025 10:08:51 GMT

Same story for me- called up and was told that it was approved.

I asked about email confirmation and was told I probably won't get confirmation but if it hasn't come off by my next billing cycle or 10 days to contact O2.

Re: Switch Up - Wrong Phone

AshMarie — Tue, 07 Oct 2025 11:18:24 GMT

I do feel reassured that we are being told exactly the same thing, because she said to me about it coming off within 10 working days. So just got to wait and see what happens now and hopefully by the time we get our next bill it’s all sorted.

Really appreciate your help and keeping me updated with how your situation was going too!

Re: Switch Up - Wrong Phone

Brandinh0 — Tue, 07 Oct 2025 22:09:43 GMT

I got told the same thing that there was no confirmation email which I found disappointing