Hans Vestberg, CEO of Verizon, speaks on the New York Stock Exchange on October 22, 2019.
Brendan McDermid | Reuters
Verizon is recalling 2.5 million hotspot devices after determining the lithium-ion battery could overheat, creating the risk of fire and burns.
The recall concerns Ellipsis Jetpack mobile hotspots that were imported by Franklin Wireless Corp and sold between April 2017 and March 2021. The affected models are marked with the designations MHS900L, MHS900LS and MHS900LPP. Verizon announced the recall on Thursday along with a notice from the US Consumer Product Safety Commission (CPSC).
A Verizon spokesperson said that just over 1 million of the recalled devices are currently in use, meaning that they are currently or have recently been used by customers.
Verizon had received 15 reports of hotspots overheating, according to the recall notice released by the CPSC. Six of these reports included incidents of fire damage to bedding or floors and two minor burns.
The recall comes at a time when more consumers have been relying on hotspots to stay at home on orders attributable to the pandemic. Some of the hotspots have been made available to students by their schools to continue distance learning. Parents who have received hotspots from their children’s schools are recommended to contact the schools for a replacement.
Other customers can request a replacement by going to ellipsisjetpackrecall.expertinquiry.com or calling 855-205-2627.
The company has already sent a software update to powered hotspots to reduce the risk of overheating. The update prevents the hotspot from charging when you turn it on. Verizon also provided tips on how to avoid overheating, including turning off devices when not in use, placing them on a flat, firm surface, making sure nothing is covering them, and exposing them to extreme temperatures for extended periods of time.
“The safety of our customers is our top priority,” Verizon said in a statement. “We take the situation very seriously and are working diligently to determine the cause of the problems with the supplier and to provide all our customers with replacement devices free of charge.”
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