Verizon CEO Hans Vestberg speaks at the New York Stock Exchange, October 22, 2019.
Brendan McDermid | Reuters
Verizon is recalling 2.5 million hotspot devices after discovering that the lithium-ion battery could overheat, creating fire and fire hazards.
The recall affects Ellipsis Jetpack mobile hotspots imported by Franklin Wireless Corp and sold between April 2017 and March 2021. The affected models are labeled: MHS900L, MHS900LS and MHS900LPP. Verizon announced the recall on Thursday alongside 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 they are currently or recently used by customers.
According to the CPSC’s recall notice, Verizon had received 15 reports of the hotspots overheating. Six of those reports included incidents of fire damage to bedding or floors and two related to minor burns.
The recall comes at a time when more consumers were relying on hotspots to make ends meet during stay-at-home orders due to the pandemic. Some of the hot spots were provided by their schools to students to continue distance learning, according to the recall. Parents who have received hot spots from their children’s schools are advised to contact the schools for replacement.
Other customers can request a replacement by visiting ellipsisjetpackrecall.expertinquiry.com or calling 855-205-2627.
The company has already sent a software update to enabled hotspots that would help reduce the risk of overheating. The update prevents the hotspot from charging while it is on. Verizon also offered tips to prevent overheating, including turning off devices when not in use, placing them on a flat, solid surface, making sure nothing is covering them, and not 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 hard to work with the supplier to identify the cause of the problems and to provide all our customers with free replacement devices.”
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