FAQ | Frequently Asked Questions
Below are some of your most common questions about our products and services. If you have an unanswered query, don’t hesitate to contact us.
Can I connect my powered/active speakers?
Yes, through the stereo pre out/line out. This will let you control the volume and source with the Billie controls. Sound will be processed by the tube preamp and DAC, however the amplification will be handled by your active speakers.
What speakers do you recommend?
Our general recommended speaker specs are: impedance 4Ω to 8Ω, sensitivity 85dB or higher. Can other speakers sound good too? Of course, these are just a very general guideline.
High-impedance speakers in particular are not recommended with Billie’s ICEpower modules.
Speakers are a matter of personal preference, and, truth be told, have a greater influence on your system’s sound than amplifiers. Do you want a slammy delivery or are you after a more mellow, enveloping sound? Speaker sounds vary greatly. Don’t hesitate to contact us for recommendations.
Is there a Subwoofer out? / Where do I connect my sub?
You can connect Billie’s PRE | LINE OUT to your sub’s LINE IN RCA connection . If your sub has crossover control, adjust the crossover cut-off frequency to your speaker’s specs. The Billie output should be used in the default PRE mode, which increases and lowers the sub’s volume with Billie’s.
How do I connect a REL sub?
REL’s are intended to connect to the exact same terminals as your speakers, so you could certainly connect the high level cable to the set of speaker terminals. This allows the REL to receive the exact same full signal that your speakers are receiving.
However, since this amplifier is Class D, it is very important to NOT connect the BLACK wire on the high level cable to the negative speaker terminal. Instead, leave this disconnected or connect it to the vinyl grounding pin. In some cases, leaving the BLACK wire disconnected can cause the REL to hum because it is still searching for a ground reference. If this happens, you can solve the problem by running an RCA from the Billie PRE OUT to the REL’s .1/LFE input.
Download our REL to Billie connection guide here [pdf] / Version française ici
My sub only has one RCA input. How do I connect it to the Billie’s stereo pre-outs?
Use a stereo-to-mono summing RCA adapter (two male plugs in, one male plug out). This sums the left and right pre-outs into a single mono feed for the sub, so you’re sending the full signal instead of just one channel.
Avoid a bare wire-tie Y-splitter for this. Look for an adapter with isolation resistors (usually around 500Ω per channel) so the two outputs aren’t loaded directly against each other.
Last resort: if you don’t have a summing adapter on hand, you can run just one channel (left or right) into the sub’s input. Bass below 80-100Hz is mostly mono anyway, so you won’t lose much, but it’s not the correct way to do it.
Are tubes difficult to install?
Changing tubes is only slightly more challenging than changing a lightbulb. The tubes on the Billie are easily accessed from the top, there’s no disassembly required. Just line up the tube pins with the socket and, pinching the top dome, push straight down. (See our tube install video guide here)
Take care not to swing the tube side to side while inserting or removing it —pressure at an angle can create micro-fractures in the glass that shorten tube life significantly.
How long do the tubes last?
Tube lifespan is variable. Under normal wear, the tubes should last you between 10,000 – 15,000 hours. If you listen to your amp for 6 hours every day (without skipping a day), the tubes will last you between 4 – 6 years. But a good rule of thumb is to replace your tubes every second birthday, as their performance slowly degrades with wear.
Tubes are fragile. Avoid handling them when hot. If you put too much force on the pins, you can break the vacuum seal and cause your tubes to burn (the silver caps turn white).
Normally, tubes will give you ample warning before dying: you will notice that one channel plays louder, slight distortion, or some sparking inside the tube when you turn on the amp. This is not dangerous but their end is near.
How do I know if a tube is failing?
Common symptoms: crackling or white noise that follows the tube when you swap channels, or a tube that gets warm but doesn’t visibly glow. Swapping in a known-good tube and seeing whether the symptom moves or disappears is the standard way to confirm.
Do the tubes need any special maintenance?
No. The Billie uses preamp tubes. Only power amp tubes need periodic biasing.
Do the tubes get hot?
Yes, they do —think 25w light bulb. Not enough to cause serious burn, but tubes are not meant to be handled when hot. Keep them out of reach of “little hands”.
Where do I buy tubes?
The tubes used in the Billie (ECC99, 12AU7 or 12BH7) are very common and easy to find. Aside from our online store, you can find them locally at hi-fi and music stores.
We recommend getting a ‘gain-matched pair’ (we match our pairs to 0.1 dB). If you don’t get gain-matched pairs, your left and right channels will play at different volume. If sourcing tubes elsewhere, ±0.2 dB is a reasonable tolerance to ask for.
What’s the difference between regular & gold pin JJ tubes? Can I install gold pin tubes on the non-SE amps?
The JJ ECC99 Gold Pin is based on the same construction as the classic ECC99. The internal components go through additional selection and processing during assembly. These tubes do test more consistently and have a lush and open character with an extended frequency response. You can install these gold pin tubes on any of our amps.
What’s your return policy?
How do I make a return?
Simply contact our service department for a return authorization (RA) form and RA number via telephone or email below. Then pack the product back in the original shipping boxes (an outer and inner carton) with the customized shipping materials and supplied customs form. Be sure to include all accessories like the power cord, cables, manual, etc. If you do not have the original inner and outer boxes or shipping materials, please take the product and accessories to a shipping company like UPS or FedEx to package securely for you. We recommend you insure the shipment for the full value of your returned product as we are not responsible for any product damaged or lost in transit.
Is a prepaid return shipping label available?
Yes, we can provide a prepaid return label. Pricing varies by location, so contact us for a quote.
Are tubes covered by the return/exchange policy?
No. Tubes purchased separately as accessories or spares aren’t covered by the return policy. This is separate from the 30-day trial above, where tubes included with an amp purchase are simply kept by the customer and deducted from the refund.
What’s your warranty?
The Billie amp is covered by a 5-year warranty against manufacturer’s defects from the date of purchase. This warranty only covers defects in materials and workmanship. The warranty does not cover normal wear and tear, excessive abuse or misuse by shipping, misuse, cosmetic issues or modifications you made. Opening the amp voids the warranty. The warranty is only applicable to the original purchaser and is void if your product was purchased from another person or an unauthorized dealer (Please read our warranty page for more detailed information)
Who do I contact for support?
In the event that you need support for your product, please do not hesitate to reach us.
Phone: (514) 442-5460 (9am to 5pm Eastern Standard Time. )
Email: contact@heaven11audio.com
What are my shipping options?
We ship using FedEx, UPS, DHL (or Canada Post and Purolator in Canada). Upon checkout, you will be presented with the most economical shipping option. If you would like to ship overnight express, please contact us for rates after you have submitted your order.
Is a signature required to receive my order?
Yes. We ship all packages with signature required. Please make sure someone will be available to sign for your package when it arrives. You may make other arrangements, if needed, by visiting the shipper site after receiving your tracking number from us (We are not responsible for lost or dammaged packages if you make other arrangements).
Do you ship to my country?
Most probably yes. If it is not on our list, just send us a message and we will add it to the list.
We are not responsible for any duties and taxes that may or may not be imposed by your country.
What power cord do I need for my country?
An IEC C13-style power cord. A stock cord is included with every order. If you’re not sure about which one to choose, drop us a note and we’ll include the default plug for your country.
An upgraded audiophile power cable is also available in our shop.
How do I connect my phone/device to the Billie bluetooth?
To use Billie’s bluetooth input:
– Turn on your amp.
– Press and hold the (small) source knob for 5 seconds. The source will change to input #3 / Bluetooth and will put itself in pairing mode.
– Go to your phone’s Bluetooth preferences and look for “BillieAmp2” or “BillieAmp3”, depending on your generation. Connect to it.
– Once you are connected and streaming, the MK2 blue source light on Billie will turn amber. On MK3, the source light stops flashing.
– Next time you’d like to connect your phone, just set the Billie source to input 3 and choose your Billie (“BillieAmp2” or “BillieAmp3”, depending on your generation) in your phone’s bluetooth devices.
Note: when you change sources, your device will automatically disconnect from Billie. When you press “mute” on the Billie (by tapping the source knob), it also pauses the music on your phone. If you have powered Billie down using the back-panel switch, you may need to “forget device” and repeat the pairing process.
I’m having Bluetooth pairing issues
If you’ve previously paired to the amp, on your device’s Bluetooth preferences, click “forget this device”. Then press and hold the amp’s source knob until the Bluetooth light turns blue. On your device, find “Billie Amp” and pair with the amp. Every time you turn off the amp using the power switch, you need to forget and re-pair; you don’t have to pair again if you turned off with the volume knob.
If pairing still won’t hold after that: power-cycle the amp itself (unplug it for about a minute), then repeat the pairing steps. That resolves a small number of cases the reset sequence alone doesn’t fix.
Can I connect Bluetooth headphones?
No. Billie cannot cast Bluetooth, it can only receive Bluetooth.
Bluetooth Range
If you’re having issues with the range of the Bluetooth, be aware that Bluetooth, like WiFi, is sensitive to interference. These interferences can be caused by nearby devices, like smart TVs and routers, or materials, like masonry or metal. Try relocating the amp or powering off the interfering device to isolate and identify the issue.
Also check that the MK3 Bluetooth antenna is installed: it ships separately, in the bag with the remote, and needs to be screwed onto the connector on the back panel and standing upright. Without it, the amp falls back to a small internal antenna and range drops to only a few feet.
My movie‘s audio doesn’t play through the digital inputs
If your movie’s audio is buggy, it’s most likely that you’re sending a 5.1 signal. Billie’s DAC is optimized for stereo playback and is unable to decode 5.1 or 7.1 signals. Most devices have a preference setting to send only 2-channel audio output. Check your TV’s or DVD’s manual.
How do I connect a computer or phone to the built-in DAC?
Via the USB input for computers. Coax and 2 optical digital inputs are also available. For streaming, use Bluetooth, or a separate Wi-Fi streamer with a digital output so you can use Billie’s internal DAC.
Can Billie’s DAC play files directly from a hard drive or USB storage?
No. The DAC decodes and converts a digital signal to analog, it doesn’t play files on its own. A connected streamer or source device needs to do the playing; Billie converts that signal to analog.
I’m getting low volume on the line/aux inputs
Billie’s line input is calibrated for a standard 2V RMS signal. Check that your source’s own line-out volume is set to maximum. If you’re using the line output of your DAC, make sure the DAC’s volume is set to maximum.
Can I connect a TV for stereo sound?
Yes, via optical. In your TV’s audio settings, force 2-channel/stereo output —Billie’s DAC doesn’t accept 5.1 or 7.1 signals. See “My movie’s audio doesn’t play through the digital inputs” under DAC for troubleshooting.
Optical connection has dropouts or skipping
Check, in this order:
1. Cable fully seated and clean, no dirt in the optical receiver —this accounts for the large majority of cases.
2. Source bit-rate too high. Try reducing to 16-bit/48kHz and increasing from there.
3. TV audio output set to “Auto”, “Bitstream”, or “Dolby Digital” instead of forced “PCM” or “Stereo”.
4. TV audio post-processing (virtual surround, auto-volume) interfering with a steady output signal.
5. In rare cases, a chipset mismatch between certain TVs and ESS-based DACs. If nothing else resolves it, an AKM-based DAC may be worth trying as an alternative.
Also avoid hard-bending an optical cable —kinks affect signal reliability.
What’s the sonic difference between the ICEpower and Hypex power modules?
The Hypex (NC252MP) tends toward a faster, more dynamic, more transparent character, with tighter bass control on sealed-design speakers. ICEpower (200AS2) tends toward a warmer, more relaxed character, and is often a better fit for taming brightness on already-forward speakers.
Neither module is objectively better; it comes down to matching the module to your speakers and your taste. If you’re not sure which suits your system, contact us with your speaker model and we can certainly help.
Can I upgrade my MK2’s power module to a newer MK3 module?
No. The MK2 and MK3 modules are mechanically incompatible (different body length and cabling).
Can I connect a phono preamp instead of using Billie’s built-in phonostage?
Yes. Connect it to one of the auxiliary line inputs, or use the MK3’s bypass mode to treat the phono input as a standard line-in (see video instructions here)
What phono cartridge specs does the built-in phonostage support?
The phonostage accepts 3mV or 5mV MM/47k cartridges.
I’m getting hum on the vinyl/phono input
Check that the turntable’s ground wire is connected to the “ground” screw on the Billie.
How do I update Billie’s firmware?
The update process differs by generation:
– MK1: dedicated update page and procedure, PC only. https://heaven11audio.com/billie-mk1-firmware-update/
– MK2: dedicated update page and procedure, PC only. https://heaven11audio.com/billie-firmware-update/
– MK3: supports both PC and Mac directly: https://heaven11audio.com/billie-mk3-firmware-update/
If you don’t have access to a PC, contact us —we can perform the update for you at no charge; you’d only need to cover shipping.
Should I remove tubes or disconnect speakers before a firmware update?
Removing tubes is optional and mainly a concern if you’re transporting the amp elsewhere for the update. We do recommend disconnecting speakers beforehand, since the update process can produce unexpected sounds.
Can Billie be converted between 120V and 230V after purchase?
On Billie MK2 and MK3, yes. Voltage conversion is done with a user-installable dongle (see our voltage dongle page] for a video guide. No additional step-down transformer is needed.
Earlier MK1.5 units are more involved to convert and typically require the unit to be sent in for a custom conversion. Contact us for a quote if you have an MK1.5.
Running a 120V unit on 230V mains (or the reverse) without the proper conversion will damage the amplifier.
Are all wood knob finishes always in stock?
Not necessarily. Some finishes are limited or specialty runs tied to what our wood supplier has on hand at a given time, and availability changes. Check the current options on the knob shop page rather than assuming a finish you’ve seen before is still offered.
Is there a trade-in or upgrade path from an older Billie to a newer one?
We don’t currently offer a formal trade-in program. If you’re looking to move from an MK2 to MK3, we’re sometimes able to connect you with another customer selling a used unit, though we’re not involved in that transaction directly.
Are tubes and knobs compatible between MK2 and MK3?
Yes.
How can I tell if my Billie has a remote?
Look for a small mirrored disc next to the headphone jack —that’s the IR remote receiver. If it’s there, your unit supports a remote; the earliest MK1.0 units don’t have this receiver and don’t support a remote. MK1.5 and later all include it.
Is an older/discontinued model (e.g. MK2) still available new?
No, MK2 production has stopped and we don’t keep stock.
My amp suddenly won’t power on at all?
First, power-cycle it using the back power switch. Turn it off and wait at least 30 seconds before powering up. If that doesn’t resolve it, contact us.
My amp‘s auto-shutoff ("tube saver") isn’t behaving as it used to?
If the amp doesn’t turn off as expected, the “disable tube saver” setting may have been toggled inadvertently via the remote. Power off using the back switch to reset it to factory default.
If you’re using an external volume control below line-level on your source (ie a DAC/Streamer/phone volume), the tube saver may not detect the signal properly and can shut down unexpectedly —there’s a remote setting to disable tube-saver auto-shutoff if that becomes a persistent issue.
The volume drops out or spikes at certain points on the dial
This is usually a volume-pot alignment issue and can often be fixed manually, with the amp powered off:
1. Turn from zero to 100% volume, 20 times.
2. From 50% to 100%, 20 times.
3. From 0% to 50%, 20 times.
If the issue persists after this, it’s treated as a warranty repair —contact us.
The rear power LED flickers gently —is that a problem?
Usually not. It’s most often caused by small, normal fluctuations in mains voltage. If the flickering becomes rapid or changes suddenly, or is accompanied by audible issues, it can point to a tube nearing end of life —contact us if that’s the case.
Still got a question? Don’t hesitate to contact us
…Oh, and why the name ‘Heaven 11’ ?