Statement regarding U.S. Consumer Product Safety Commission recall

Verizon is working with the U.S. Consumer Product Safety Commission (CPSC) to recall Ellipsis Jetpack mobile hotspot devices, including models MHS900L, MHS900LS and MHS900LPP.  During investigations with the supplier, it has been determined that the lithium-ion battery in the Ellipsis Jetpack devices can overheat, posing a fire and burn hazard.

The safety of our customers is our highest priority. We are taking the situation very seriously, and we are working diligently to determine the cause of the issues with the supplier and to provide replacement devices for all of our customers, free of charge.

Additionally, all powered-on Ellipsis Jetpacks have received two over-the-air, automatic software updates. The first enables the device’s identifying number to be viewed on its scrolling screen to help facilitate its exchange, and the second prevents the device from charging while the device is plugged in and powered on. This will help reduce some of the risk of overheating by preventing the device from charging while it is plugged in and powered on.

Additionally, to help promote the safe operation of all devices, we suggest the following best practices:

• Use only approved charging cables, including the cable provided.
• When not in use, power down/turn off your device.
• Place your device on a flat, solid and sturdy surface such as a floor or table.
• Ensure your device is not covered for proper ventilation.
• Keep devices near room temperature when in use.
• Do not expose the units to extreme temperatures for extended periods of time.
• Do not expose the unit or its battery to water or other liquids.
• Do not drop the units and do not insert foreign objects into the battery or unit.

Complete information for customers can be found at ellipsisjetpackrecall.expertinquiry.com or by calling 855-205-2627.