Verizon said Thursday it is working with the Consumer Product Safety Commission (CPSC) Recall 2.5 million hotspot devices After an investigation, it was found that the lithium-ion batteries of the devices can overheat and pose a fire and burn hazard.
The Ellipsis Jetpack mobile hotspot models MHS900L, MHS900LS and MHS900LPP were imported by Franklin Wireless Corp. and sold between April 2017 and March this year, according to the CPSC. The model numbers are all for the same device, but will vary depending on how the customer purchased the device – through a prepaid or postpaid consumer subscription.
“The safety of our customers is our number one priority,” Verizon said in a statement“We take the situation very seriously and are working hard to identify the source of the problems with the supplier and to provide free replacement devices to all our customers.”
The CPSC bulletin indicated that Verizon had received 15 reports of the devices overheating; six of the reports related to fire damage to bedding or floors. Two incidents included minor burns, the CPSC said.
A Verizon spokesperson said in an email The edge that approximately 1.3 million of the hotspot devices are currently in use by customers. The recall targets the entire device, not just the batteries, and customers should not attempt to remove the batteries themselves.
Ask about hotspots increased compared to last year during the coronavirus pandemic, where schools and libraries were looking for devices for students who didn’t have Internet access at home so they could complete their schoolwork remotely.
Verizon has sent a software update to the affected hotspots that are turned on. This should help reduce the risk of the devices overheating as it will prevent the hotspot from charging while it is on. The company also recommends turning the hot spots off when not in use and keeping them on flat surfaces without being covered by anything. It’s also not a good idea to expose the hotspot devices to extreme temperatures for extended periods, Verizon said.
To request a replacement hotspot or get more information, customers can visit ellipsisjetpackrecall.expertinquiry.com or call 855-205-2627.