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. 👍