Switch Up - Phone blacklisted under Asset Watch

[Customer_101]

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?

[gmarkj]

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.

Guide: How to find help & contact O2 

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

[madasaf1sh]

@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

[Customer_101]

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.)

[Oxonian]

@Customer_101 

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

[SeanT]

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.

[madasaf1sh]

@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

[SeanT]

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.

[MI5]

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.

[SeanT]

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.