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Ellipsis Jetpack MHS900L Battery overheated
OMEGATOO
Enthusiast - Level 1

I bought an ellipsis jetpack mhs900L in store in Harahan, Louisiana 2/2018.  About a week ago I noticed connection problems and when I checked the hotspot to reset it I noticed that the cover was off.  The battery had swelled up and popped the cover off.  It was plugged in to a household outlet with the supplied charger and cord, never was charged any other way.  I don't know how to contact verizon to report this defective battery which may be putting others at risk of explosion or fire.

The hotspot still functions without the battery, but I need either a new (different brand) battery or a new hotspot, since I don't want to risk another defective battery.  I can't find any appropriate heading in the support options to report this and just keep going around in circles.

Thanks for any help.

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22 Replies
OMEGATOO
Enthusiast - Level 1

I did bring the battery to a store near my work because it was my quickest option (not where I bought the hotspot).  The lady who greeted me there said that they didn't have replacement batteries in their store.  I asked if there was any way to report the possibly dangerous battery and she said since she had never had anyone tell her about this problem before, it was probably nothing to worry about.  She offered to throw the battery away for me since she didn't think any other action was necessary.  I was a little surprised to learn that the universe was limited to her experiences, so I kept the battery.  I'll try again with my own store when I get time.  Meanwhile, other people may be at risk.  That's what I'm trying to get across.  That store was the Gulfport, MS store at 12100 Highway 49 N., in case you want to update the training there a bit.

Thanks,

DP

vzw_customer_support

rosannem_vzw
Verizon Employee

I apologize for the store not helping you the way that they should have. We do want to be sure this is handled safely and properly. I would encourage you to visit one of our corporate locations. You can find one near you here: Verizon Wireless Store Locations Near You | Verizon Wireless

RosanneM_VZW

Follow us on TWITTER @VZWSupport

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Ann154
Community Leader
Community Leader

That location was a third party retailer.

Cellular Sales Gulfport

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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vzw_customer_support
Customer Service Rep

It is important that you have a device that works safely and effectively, OMEGATOO. In circumstances like this, where you have overheating equipment that has visible damage as a result, we encourage you to take the device into a store to be inspected. Once we confirm that the device is showing signs of overheating per our Overheating Equipment guidelines, we will take the appropriate steps to ensure that you are provided with equipment that works correctly.

 

PeterP_VZW

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virmamv
Newbie

I called Verizon customer service for the same thing but they told me they cannot replace the device as it is already past the warranty and I will have to pay $145 if I want a new one.

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Fam12Geneo
Newbie

I have my second jetpak and this second battery has started to swell. I took my device to the Verizon store and was told a new device would cost me over $200.00. They do not sell replacement batteries and suggested I drive about 25 miles to a bettery store and buy a new battery there. There was nothing representatives can do about the problem in-store. It's my problem, not theirs.

Thanks for listening.

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vzw_customer_support
Customer Service Rep

Fam12Geneo, your store experience is very important to us, so we apologize for any shortcomings in the service that you received there. We are here to assist by providing all the options. A battery swelling is concerning. Which store did you visit? Has there been any odor or liquid coming from the battery? Did the representative check if the device is still under the manufacturer's warranty?

DavidC_VZW

JG4668P
Enthusiast - Level 2

What is being done about this fire hazard you have placed in our homes ? I am meeting with our fire marshall next week and have decided to let him give us advice. When I discussed it with a member of the fire department (a friend of mine) he said because I am aware of the danger, and this has been verified by you, that I must remove it immediately to avoid issues with my insurance company. He said not to handle it anymore than necessary to have it disposed of, wear gloves, long sleeves and pants, and eye protection. And you suggest we do WHAT ?

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NETACT55
Enthusiast - Level 1

I have experienced the same problem with my Jetpack mhs900l. I contacted Verizon service and talked with Frank about a week ago, he stated I needed to replace the battery but they did not have one. He suggested I go to for a Verizon store but we are 2 and 1/2 hours from the nearest store. Frank set up an appointment to meet with me today to discuss battery replacement options. Frank never called back. We called the Verizon store in Nampa Idaho and explained the swelling battery and they suggested we bring it in and purchase a replacement. Again, we are 2 and 1/2 hours away. I am very disappointed with Verizon service, please note my Jetpack is just over 1 year old. We contacted another service agent who also stated we would need to buy a new battery that Verizon did not stand behind the battery that is included with the unit beyond the first years warranty. Very disappointed with Verizon service.

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vzw_customer_support
Customer Service Rep

NETACT55,

 

We always want you to be able to use your Jetpack. I regret to learn of any issues with the battery on your Jetpack, and I'm eager to assist in any way I can. As a consumer myself, I know that I wouldn't want to travel that far to get to a store location. Though we don't have any batteries in our inventory, I did want to mention another option for you. You are able to purchase a replacement battery from a third party, and have it shipped to you directly. this way, you are able to avoid a trip to the store. 

 

In addition, you are able to check your eligibility and go with a new Jetpack. We can ship a new one to you, too. Check out what we have to offer here: http://spr.ly/6602ElBFg Please review the devices and the cost, so you can determine the best option for you. 

 

ChristinaB_VZW

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papabling
Newbie

Well, here we are in October 2019 still talking about the Ellipsis Jetpack battery overheating.  On Thursday, Oct. 10th, mine also swelled up, split the case open, and was too hot to touch it.  This is a very dangerous situation (notwithstanding in or out of warranty) and according to the previous posts, has been happening for over a year!  I'm shocked that Verizon (Franklin?) has not found a solution to this, other than "replacing the battery".  I've also seen community posts saying their Jetpack has overheated again after replacing the battery.  I'll be taking  mine back to the store where purchased tomorrow (Monday - 7 days before the 12-month warranty expires) and post my results at the Verizon store (8450 Denton Hwy, Suite 100, Watauga, TX).  This Jetpack has worked fairly well for almost a year, only problem being a very short battery life even under a light load and always inside the home.

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vzw_customer_support
Customer Service Rep

Thank you for the information. Your safety is our top priority and we recommend that you stop using the device since it has a faulty battery. Bringing the device into one of our stores is the best option. This way we can get the device replaced for you. Please use the following link to find the nearest corporate store: https://www.verizonwireless.com/stores  You can search by your ZIP Code. 

 

RogerZ_VZW

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papabling
Newbie

Ellipses Jetpack Battery Swollen-Case Split Open.  Took it to the Verizon store.  It was still under warranty, so they replaced the Jetpack with a new one.  Did not extend the warranty since technically the warranty is for the original purchase.  The folks at the store said NOT to leave it on the charger after the LED turns Green.  The Ellipses JetPack apparently does not have the internal regulation like the more expensive models.   

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Lwhit55
Enthusiast - Level 2

I am sorry, but having to order a battery online at my own expense to replace a defective battery or upgrade to another jetpack at my expense that may have another defective battery, is not very helpful to me.   

JG4668P
Enthusiast - Level 2

Same thing here...second time and I have had it. I'll cancel the service.

 

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Lwhit55
Enthusiast - Level 2

I ended up buying a replacement battery on Amazon after driving all over (about 60 miles) to find one.  Verizon was no help at all - since I am not the only one with this issue, obviously it is their problem but they did nothing to help me and were actually kind of rude about it.  I have had Verizon services over 20 years - that is no way to treat a valued customer.

 

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Lwhit55
Enthusiast - Level 2

I just wanted to say that Verizon did reimburse me today for the replacement battery I bought on Amazon, so I really appreciate that.

 

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BigAsuburban
Newbie

Hello i just wanted to add my 2 cents into this conversation though i doupt it will even get read. These Jetpacks are not really intended for continuos use. made to be charged and provide service for a few hours a day. A modem is much better designed for continous use. However Verizon no longer sells these LTE modems. I also use a jetpack for continous use and do monitor the Temp Closely. Leaving the device plugged in doesn't so much cause the heat issue as to how hard the device is working. Idle the device makes little heat. However if i dowload a game that is Several gigs. That is when the device gets hot. So if you are steaming lots of videos,movies or lage downloads additional cooling is necisary. I personal have this issue with several different jetpacks regardless of manufacture. removing the cover (battery if possible) and placing near a fan will save you and the device much heartace. just beware some devices will not funtion without the battery in place , it could damage device.

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lastNerve
Newbie

My jetpack MHS800L has swollen up to the point that the case has cracked.  I also experience wide fluctuations in speed, anywhere from .2 mg to 22 mg, but usually closer to .2mg (Verizon's solution was to sell me a new hotspot for $200).

How can I remove the battery from a jetpack MHS800L?

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vzw_customer_support
Customer Service Rep

lastNerve,

I'm sorry to see that you have a swollen battery and the speed is not working well. This is not good to see. Let's start with teh battery issue. Here is link that will show you how to get the battery off: http://spr.ly/6605EFa5X

Has the device come in contact with any kind of moisture? When did you notice the battery was swollen? 

JenniferL_VZW

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