topic Re: Switch Up - Phone blacklisted under Asset Watch in Discussions & Feedback

Switch Up - Phone blacklisted under Asset Watch

Customer_101 — Mon, 06 Jan 2025 16:48:25 GMT

Has anyone else used the 02 Switch-Up service and encountered issues with IngramMicro refusing to proceed due to blacklisting from Asset Watch?

I recently used the Switch-Up service to move from a Pixel 9 Pro Fold to a pixel 9 Pro (non-fold), only to find out that the Fold phone is on a blacklist on Asset Watch.
As a result, the phone is not eligible for switch-up , and IngramMicro will not send the old phone back without proof of purchase.

What confuses me is that the phone was purchased via O2 with Switch-Up, so how can it then be on a blacklist?

According to IngramMicro, some providers list phones on the watchlist to prevent them from being sold within the first six months of purchase. if this is the case O2 should be aware ane be able to lift the block, according to the O2 Rep I spoke with the old phone is not blacklisted and is eligible for Switch-up

I am currently not permitted to have the old phone sent back due to blacklisting and my proof of purchase is missing the IMEI number (thanks, O2, for that).

I still have the new phone. In essence, I will now have two phones I am expected to pay for but only be in possession of one of them.

Has anyone else been in this situation, and what did you do to resolve it?

Re: Switch Up - Phone blacklisted under Asset Watch

gmarkj — Mon, 06 Jan 2025 17:02:56 GMT

Switch up has been a constant problem since it started @Customer_101

Your IMEI should be visible on the original order form from o2 (from memory mine was, but that was ~ 3 years ago...)

Try using social media - you might need to prompt them several times, but they are UK based and seem a step ahead of the phone teams.

If you STILL don't get any help, come back here and we can ask the forum manager to step in.

Re: Switch Up - Phone blacklisted under Asset Watch

madasaf1sh — Mon, 06 Jan 2025 18:13:04 GMT

@Customer_101

If a network puts you on Asset Watch then it sounds like they think you are a payment risk, sorry to say.. But its not only a network that will add a device to it, but also enterprises etc and it could be someone in one of those has entered a wrong IMEI and your phone has been blocked inadvertently..

Asset watch also provide Checkmend.com so might be worth checking yourself

But as others have said it should be in myo2 or speak to o2

Re: Switch Up - Phone blacklisted under Asset Watch

Customer_101 — Mon, 06 Jan 2025 18:26:37 GMT

thank you for the response, Ingrammicro use CheckMend.com for as part of their quilification to approve the switchup they provided a link to the certificate that showed.
Modelcheck = Green
Currently Blocked = Green

Stolen = Green
lost = Green

Insurance claim = Green

AssetWatch = Red (Its legal title may be in question.)

Re: Switch Up - Phone blacklisted under Asset Watch

Oxonian — Mon, 06 Jan 2025 21:01:47 GMT

@Customer_101

I suggest that you follow the advice of @gmarkj and contact O2 via social media. 👍

Re: Switch Up - Phone blacklisted under Asset Watch

SeanT — Fri, 10 Jan 2025 18:47:20 GMT

I am having the exact problem with a switch up I sent off. Was emailed this info just today. Have you had any joy sorting it out? Desperately in need of help.

Re: Switch Up - Phone blacklisted under Asset Watch

madasaf1sh — Fri, 10 Jan 2025 18:57:44 GMT

@SeanT

Your only option is to contact o2, as nothing anyone can do from here, but seems you are could be a high risk customer to o2

Re: Switch Up - Phone blacklisted under Asset Watch

SeanT — Fri, 10 Jan 2025 19:08:16 GMT

I am in contact with O2 via Messenger. I'm not sure the high risk customer thing is the correct angle here. Obviously you don't know me from Adam but I can assure you that isn't the case. I've been an O2 customer since the beginning and have never had any reason for them to see me as an issue. This looks to be something Switch Up related or some other back end mistake. I'll update if I make any progress.

Re: Switch Up - Phone blacklisted under Asset Watch

MI5 — Fri, 10 Jan 2025 19:16:10 GMT

Why is my phone on asset watch?

The AssetWatch system is used by various companies and organisations to place a flag on devices that are considered to be ineligible for resale. Such a device may be rightfully in possession of an individual however legal title for the ownership of that device along with the right to sell it are not.

Subsidised mobile devices have always offered fraud opportunities to thieves. AssetWatch allows retailers who provide these devices under contract to receive alerts as soon as the devices are offered into second-hand markets. They can take action to avoid missed payments and deal with churn and loyalty issues.

Re: Switch Up - Phone blacklisted under Asset Watch

SeanT — Sat, 11 Jan 2025 07:30:58 GMT

Yeah, I read that too. I'm not sure how it helps here though. I pay for switch up as part of my contract. I've had my old phone for over 3 months and it is otherwise eligible for switch up. To then get blocked by this and ingrammicro to not return the phone.

Re: Switch Up - Phone blacklisted under Asset Watch

MI5 — Fri, 10 Jan 2025 19:43:32 GMT

Nothing is a surprise these days.

Re: Switch Up - Phone blacklisted under Asset Watch

SeanT — Sat, 11 Jan 2025 07:05:51 GMT

So, I can update on my progress so far. I contacted Recipero about the checkMEND issue. They have replied to say that the asset watch flag was applied by BT(EE). How very odd indeed. They sent me to a webpage that gives guidance on what to do next. I have initiated the steps for lifting the flag when I don't have an existing relationship with the company. Let's see what happens. I am also raising this with O2 and will wait to hear back.

Welcome to clown world.

Re: Switch Up - Phone blacklisted under Asset Watch

SeanT — Sat, 11 Jan 2025 08:13:39 GMT

When I generated a proof of purchase through either the O2 website or the MyO2 app it didn't include the IMEI number. I just used the chat option in the MyO2 app and go them to send me proof of purchase. This included the IMEI number.

Re: Switch Up - Phone blacklisted under Asset Watch

SeanT — Sat, 11 Jan 2025 13:50:46 GMT

I tried to help but posts on here get censored. Posts mentioning censorship get removed. Read this while you can... it is my last.

Re: Switch Up - Phone blacklisted under Asset Watch

Oxonian — Sat, 11 Jan 2025 19:14:29 GMT

i am not aware of any censorship on this forum @SeanT unless you don't abide by :-

O2 Community Guidelines - O2 Community

https://community.o2.co.uk/t5/Welcome-News/O2-Community-Guidelines/m-p/1119678#M24954

Re: Switch Up - Phone blacklisted under Asset Watch

Cleoriff — Sat, 11 Jan 2025 19:54:06 GMT

@SeanT wrote:
I tried to help but posts on here get censored. Posts mentioning censorship get removed. Read this while you can... it is my last.

Well it's still here @SeanT so, I think that proves a point 😉

Re: Switch Up - Phone blacklisted under Asset Watch

jonsie — Sat, 11 Jan 2025 19:57:49 GMT

I reckon I hold the record for most posts censored....

....thank you Leonard and Toby and for my month ban 🙄

Re: Switch Up - Phone blacklisted under Asset Watch

Pipstop78 — Sun, 12 Jan 2025 11:09:57 GMT

Never had a problem when I did switch up in the 02 shop

Re: Switch Up - Phone blacklisted under Asset Watch

Enlli — Sun, 12 Jan 2025 14:37:31 GMT

@SeanT wrote:
I tried to help but posts on here get censored. Posts mentioning censorship get removed. Read this while you can... it is my last.

I actually think something is going on.. The post count on here has dropped dramatically of late.

The other day it was 12 hours between customer posts. Never seen that before

Re: Switch Up - Phone blacklisted under Asset Watch

Customer_101 — Fri, 17 Jan 2025 12:46:42 GMT

no help at all from O2 the complaints department offered compensation that was nowhere near the remaining cost of the phone. So now stuck with 2 devices in contract and in the possession 1 phone, how the O2 team think this acceptable I do not know.