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 speakers 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.
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?
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.
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.
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 to the socket and with a slight rocking motion while pinching the top dome, push them in.
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 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.
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.
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: [email protected]
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.
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”. Connect to it.
-Once you are connected and streaming, the blue source light on Billie will turn amber.
-Next time you’d like to connect your phone, just set the Billie source to input 3 and choose “BillieAmp2″ in your phone’s bluetooth devices.
-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 backpanel 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 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 pair; you don’t have to pair again if you turned off with the volume knob.
Can I connect Bluetooth headphones?
No. Billie cannot cast Bluetooth, it can only receive Bluetooth.
If you’re having issues with the range of the Bluetooth, be aware that Bluetooth, like WiFi is sensitive to interferences. 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.
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.
Still got a question? Don’t hesitate to contact us
…Oh, and why the name ‘Heaven 11’ ?