Ellipsis Jetpack Mobile Hotspot Recall Information

Verizon has issued a recall in cooperation with the U.S. Consumer Product Safety Commission for Ellipsis Jetpack MHS900L, MHS900LS and MHS900LPP mobile hotspot devices after we were made aware that the lithium ion battery in the hotspots can overheat, posing a fire and burn hazard. We will be working with customers to exchange their Jetpacks for an Orbic Speed device, free of charge. Verizon is taking the situation very seriously and we are working with the device supplier to investigate the cause of these incidents.

If your device is turned off, please turn it on so that the affected Ellipsis Jetpack devices can receive the over-the-air automatic software updates that will:


1.    Display the device's ID number (IMEI) on its scrolling screen, which will help with the exchange 
2.   Prevent the device from charging while it’s plugged in and powered on.

You’ll know the software update has been applied when you see the ID number (IMEI) scrolling on the device’s screen. 

  • After the software update has been applied, users should leave the device powered on while it is plugged in. 

  • When not in use, the device should be turned off, unplugged from its power source, and securely stored until you receive the packaging to return the Ellipsis Jetpack safely. 
     

Additional video assistance locating your IMEI number may also be found on the Locate IMEI page.
 

Front of jetpack
Front of jetpack

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Right side of jetpack
Right side of jetpack

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Left side of jetpack
Left side of jetpack

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Front of jetpack
Front of jetpack

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Who is the owner of your device?

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Verizon Business and Public Sector Customers​:

If you were issued an Ellipsis Jetpack by your employer, please contact your business device administrator.

Verizon Distance Learning/School Customers:

 

If you are a parent whose student received an Ellipsis Jetpack device for distance learning, please contact your school for information on how to exchange your device.

Verizon Business and Public Sector Customers​:

If you are the device administrator for your organization, please choose the path for device exchange that works best for you. Please be prepared to provide a current Ellipsis Jetpack end user list.

  • If you are a Verizon My Business portal user, please log in on or after April 14 to download your organization’s affected Ellipsis Jetpack report and email the file to Sedgwick Claims Management Services at ellipsisjetpackrecall@sedgwick.com after filling in all required fields.

  • If you are not currently registered with the Verizon My Business portal, please download the user template spreadsheet here , enter in all requested information for your current Ellipsis Jetpack users and email the completed file to Sedgwick Claims Management Services at ellipsisjetpackrecall@sedgwick.com.

Registration

Your unit has been identified as affected. Please immediately stop using the device and continue to register. 

If you have more than one IMEI to register,  you may return to the home page after you have submitted your current registration.

IMEI Number:

IMEI Number Goes Here

*Required Fields

*First Name

*Last Name

*Street Address

Street Address 2

*City

*State/Province

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*Postal Code

*Country

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*Email

*Phone Number

*One or more required fields are missing.

Please enter a valid City/State/Postal combination.

Please enter a valid Email

Verizon Consumers

 

If you purchased your Ellipsis Jetpack device online or at a store and are a consumer customer, please follow the instructions below.

Each device has a unique International Mobility Equipment Identity (IMEI) number. To locate your IMEI number, please follow these steps:

  1. Connect any device with a browser to the Ellipsis Jetpack’s WiFi as you would normally use the Jetpack

  2. Open a web browser while on your connected device (computer, mobile phone, laptop, etc.) and enter either of these URLs: http://my.jetpack or http://192.168.1.1

  3. After the page loads, click "About Jetpack" at the bottom of the menu on the left-hand side of the screen

  4. Click the tab "Diagnostics"

  5. Your IMEI is located toward the top, under "Modem"

  6. Please enter your IMEI number in the window below marked “IMEI Number” and fill out the fields below to determine if your device is eligible for an exchange.

Additional video assistance locating your IMEI number may also be found on the Locate IMEI page.

IMEI Number (must be 14 or 15 characters in length and contain only numbers)

Verizon Business Customers: If you were issued an Ellipsis Jetpack by your employer, please contact your business device administrator. If you are the device administrator, please log into your Verizon MyBiz account for information on exchanging your devices.

Verizon Distance Learning Customers: If you are a parent whose student received an Ellipsis Jetpack device for distance learning, please contact your school for information on how to exchange your device

IMEI number entered is too short.  IMEI numbers contain  either 14 or 15 numbers.   Please review and re-enter your number.

IMEI number entered contains letters.  IMEI numbers only contain numbers.   Please review and re-enter your number.

IMEI number entered is not recognized.   Please review and re-enter your number.  If you believe you have entered the IMEI number correctly, then your unit is not affected by this recall.

IMEI number entered has already been claimed.  If you believe this is not correct, please contact our call center at 855-205-2627.

Error Message

Verizon Business Customers: If you were issued an Ellipsis Jetpack by your employer, please contact your business device administrator. If you are the device administrator, please log into your Verizon MyBiz account for information on exchanging your devices.