Switch Up - Wrong Phone

[garetc]

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?

😬

[garetc · Accepted solution]

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!

[Brandinh0]

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

[AshMarie]

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. 

[AshMarie]

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 

[garetc]

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.

[garetc]

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...

[AshMarie]

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 🤦‍♀️

[garetc]

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.

[AshMarie]

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! 

[Brandinh0]

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