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Questions and Answers

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Company Details

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What is your registered (head office) address?

boxclever (Home Technology Finance Limited),

Technology House,

Ampthill Road,

Bedford,

MK42 9QQ.

Tel: 08705 546563

Registered No: 3702428 England

Renting

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What products can I rent from boxclever?

We have a wide range of products available to rent from boxclever including a large range of TVs (Flat Panel LCD TVs, Widescreen and Traditional TVs), Recording devices and Laundry Appliances. Unfortunately we are only able to offer products to existing customers who are currently renting from boxclever.

What are the benefits of renting with boxclever?

Click here for why you should keep on renting from boxclever.

Do I have to pay for service?

No. All service is covered there are no extra call out or maintenance fees to be paid.

What is the 'Favourites Range'?

Our Favourites Range products are a selection of our most popular quality refurbished products featuring top brand names such as Philips, Samsung and Sanyo. Where a featured model is not available, an alternative brand will be suggested.

What is the minimum contract length?

The minimum contract length on our standard agreement is 18 months. Contact us for full details on 08705 546563.

Do you rent laundry appliances?

We have available for rent a selection of washing machines, washer dryers and dryers from top brand names Hotpoint and Whirlpool. Click here for details.

Do you rent kitchen appliances such as fridges, cookers and dishwashers?

No, unfortunately we don't offer these products. We do have a wide range of washing machines, tumble dryers and washer dryers though.

Digital Switchover

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When is switchover?

Digital Switchover (DSO) is the biggest UK broadcasting infrastructure project ever. The project is phased on a region by region basis from 2008 - 2012 to allow resources and manufacturers to keep pace with the demand for equipment and technical expertise.

Digital UK will release increasingly precise dates as the switchover date for a region approaches. Refer to the map on our digital page for the latest information.

Why is switchover happening region by region? Why can't it all be done at once?

Switchover is happening on a region by region basis in order to minimise interference between different transmitters and reduce any risks of disruption to the implementation plan. Over 1,000 transmitters have to be converted to digital operation and it's not practical to complete this is less than about four years.

Do I need to change my TV?

No, you don't need to change your TV, you can simply update it by adding a digital set top box to it.

After the analogue switch off, does this mean that any unconverted TV sets will no longer work?

Yes, unconverted TVs will no longer work. All TVs can easily be converted by installing a Freeview Set Top Box (subject to aerial signal strength).

Will all the current analogue channels be switched off on the same day?

No, the switchover will be a two-stage process. For Whitehaven, stage one involved switching off the BBC2 analogue TV channel on October 17th 2007. At the same time the first group of new digital channels became available. At stage two, which was approximately one month later, all of the analogue channels were switched off and additional digital channels became available. Digital UK will communicate all the relevant dates for each region well in advance of switchover.

Will I be able to receive all Freeview channels at switchover?

This will depend on the region and the transmitter the customer receives their broadcasts from. Detailed information won't be available until closer to the time of switchover.

Digital channels from the public service broadcasters (BBC, ITV, Channel 4 and Five) will be available to 98.5% of homes after digital switchover.

There is, however, no obligation for the commercial channels to mirror the public service broadcasters coverage of 98.5%. We expect these channels to reach around 90% of homes.

For example, the Whitehaven area could receive around 20 Freeview channels. This was however a significant improvement from before switchover given that the area couldn't even receive Five.

Do I need a new TV?

No. With very rare exceptions, any TV can simply be converted with a Freeview digital set top box. This is our recommended solution as it is likely to be the most cost effective choice for our customers. All our digital set top boxes have the digital tick logo which means they are designed to work before, during and after switchover.

How much will it cost?

This will depend on how you decide to go digital, but your most cost effective solution is most likely to be the connection of a Freeview set top box to your existing rental TV.  Boxclever can convert your existing rental TV to digital by simply adding on a Freeview Set Top Box to your rental account, for as little as 50p extra per week. This price includes delivery, installation, all the appropriate leads along with comprehensive ongoing service cover. Alternative product options such as Digital Flat Panel LCD TVs and Digital TV Recorders are also available.

What are the digital product options available from boxclever?

  1. Convert your existing rental TV by adding a Freeview box to your account for under 50p extra per week.
  2. Rent a Freeview+ Digital TV Recorder from boxclever. As these products incorporate two digital tuners they will also convert your TV at the same time and give you the added recording functionality which will allow you to watch one digital channel whilst recording another.
  3. You can upgrade your existing rental TV to one that has a Freeview digital tuner incorporated within it. These TVs tend to be the new more modern flat panel designs.

What happens if I already have digital TV?

If you already have digital TV from Sky, Freeview or another provider on all your TV sets then you're completely ready for switchover. However, if you only have digital TV on your main set, you'll need to think about converting your other TV sets.

Will my video or DVD recorder still work after switchover?

After switchover, video and DVD recorders will still playback and record one channel. However, if you want to record one digital channel while you're watching another then the simplest way to do this is to get a Digital TV Recorder like Sky+ or a Freeview equivalent (called Freeview+) which will allow you to record, pause and rewind live TV at the touch of a button.

As these new generation Digital TV Recorders have two digital tuners they will also convert your TV at the same time.

I can't get digital TV through an aerial now. Does this mean that I will lose my TV reception after switchover?

You will only lose your TV reception if your TV isn't digital or isn't connected to a digital set top box. The same number of households that can receive TV via their aerial now will receive it after switchover. By switching off the existing signal, power for the digital signal can be increased to reach more people.

I have 3 TV sets in my house. Do they all need to be converted?

You will need to ensure, when the time comes, that every TV set in your home that you want to use to watch TV broadcasts can receive a digital signal.

Will I still need a TV licence after digital switchover?

Yes. Everyone watching TV will still need a TV licence.

If I already have Sky, freesat or Cable (e.g. Virgin Media), does this mean I am already digital?

Yes. If you already receive more than five channels then you are already watching digital TV. If you watch TV channels on other TVs in the house, you need to make sure these are receiving TV signals from a digital source as well.

How will I record a digital channel and watch another at the same time?

After switchover video and DVD recorders will still play back and record, but they won't be able to record one channel while you watch another. If you want to continue doing this after switchover the simplest way is to get a digital TV recorder.

Digital Switchover - Coverage & Aerials

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How do I check coverage for my area?

We can do this for you by calling us on 08705 546 563 or you can do it yourself by accessing the Digital UK Postcode Checker. When a house number and postcode are entered it will display the date of digital switchover, the Freeview coverage today and at switchover as well as all the options available for receiving digital TV.

Will I need a new aerial?

This is unlikely as market information suggests that around 95% of existing aerials will work with the digital signals. Information supplied by Digital UK suggests that if you get a good picture today on analogue TV, then you will generally be OK with your existing aerial for the new digital signal.

What if I live in a flat?

If you live in a flat and have a shared or communal aerial, you may have a system that needs adapting. We can check coverage for you based on the Digital UK postcode checker, but you might need to speak to your landlord or managing agent to find out more, including any effect on service charges.

Do you offer aerial replacements or repairs?

Unfortunately we are not able to offer aerial replacement or repair services, We suggest you look in your local area for a reputable specialist aerial contractor or supplier. These are often listed in the local press or directories such as the Yellow Pages or on yell.com. We also recommend that customers look for contractors or companies that are RDI (Registered Digital Installer) or CAI (Confederation of Aerial Industries) accredited.

How much does a replacement aerial typically cost?

Aerial work will typically start at around £80-£150, depending on what needs doing.

What is a multiplex?

A multiplex is a bundle of services which have been digitised, compressed and combined into a single digital data-stream for transmission to the consumer over a single channel.

The customer's digital receiver seperates each service back out from the data-stream, and turns it into a form which can be viewed.

The multiplex can contain anything which can be digitised, such as video, sound, text, electronic programme guide (EPG) information, receiver updates, and conditional access (descrambling for subscription services).

UK digital terrestrial TV (DTT) has six multiplexes.

What is the current TV coverage in the UK?

As at November 2007 the current TV broadcast network comprises:

  • 50 analogue "main" transmitter sites
  • 1,104 analogue "relay" transmitter sites
  • 81 DTT (Digital Terrestrial TV) sites, these are co-located with analogue transmitters.

This network gives:

  • 98.4% coverage for the main analogue channels of BBC One, BBC Two, ITV1, C$/S4C and teletext
  • 80% coverage for Channel 5
  • 73.1% coverage for Freeview.

What is coverage?

There is no simple answer to this question as it depends on the purpose and quality of the relevant signal. For example, a household could currently be deemed to have coverage for the analogue channels, the picture might be snowy or ghosting but the resultant picture might be barely watchable. A DTT (digital terrestrial TV) signal does not suffer from these problems, so if there is deemed to be coverage the resultant picture should be perfect, subject to a suitable aerial being installed.

It is impossible to accurately predict coverage for every location in the country. This is due to local geography (hills) and buildings, trees, and the way in which TV signals don't travel through the air in a constant manner. However, the Digital UK postcode checker provides a good indication.

Digital TV

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What is Digital TV?

Digital TV is simply a better way of getting television, which can offer these benefits to you:

  • Pin-sharp pictures
  • Clearer sound
  • A far wider choice of quality channels
  • Access to exciting additional services

What are the different ways of going digital?

There are several ways that you can get a digital TV signal:

  1. Through an aerial (Freeview)
  2. By satellite (Sky and freesat)
  3. By cable (Virgin Media nad others)
  4. Through a telephone line (BT Vision and Tiscali)

Not all options are available in all areas. Some areas will not be able to get digital TV through an aerial until after digital switchover.

Does digital TV mean that I have to pay a monthly subscription?

No, there are free digital services available from Freeview , Freesat from Sky and freesat.

Can I receive digital television in my area?

boxclever can provide you with full details of the availability of digital terrestrial (Freeview) television in your area - just call us on 08705 546563.

What's the difference between Digital Terrestrial and Digital Satellite television?

Digital Terrestrial Television is where digital programming is broadcast via an existing television aerial, whereas Digital Satellite Television is broadcast via a mini satellite dish attached to the side of your house (the current providers are Sky and freesat).

Click here to find out more about Digital TV.

What is an integrated Television?

An integrated set is one where a digital decoder is built-in to the TV, for free-to-air terrestrial broadcasts. We have a range of these available in our LCD TV range.

Recording

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What is the difference between long play (LP) and short play (SP)?

Short play is the original method of recording, whereas longplay allows the VCR or Combi to duplicate the length of your tapes e.g. you can record up to 8 hours in a tape of 4 hours.

Will an existing Video DVD Recorder still work after digital switchover?

All video recorders and all video recorders boxclever rented prior to October 2007 were built with an analogue tuner. This means that post switchover, once connected to a Freeview box, or Integrated Digital TV, with a digital tuner they will be able to record off-air TV programmes.

The biggest change in functionality will be that they are only able to record the same programme that is being viewed, unless they have access to more than one digital tuner. A solution to this would be an additional Freeview box or one of the new twin tuner digital TV recorders.

The playback function of pre-recorded video tapes or DVDs will not be affected and continues to function as they did prior to switchover.

What is a Digital TV Recorder?

A Digital TV Recorder records to a hard disc drive and as such gives a good quality playback which is identical to the original broadcast. The DTVR's that we offer for rental have the benefit of two digital tuners. This means you can watch one digital channel whilst recording another. A DTVR is the simplest way of making recordings because it has access to an Electronic Programme Guide (EPG). This also allows you to see what is coming on TV over the next 7 days and programme recordings at the touch of a button. A DTVR also allows you to pause live TV.

A DTVR is the simplest way of making recordings to watch later on your own TV. If you want to pass recordings to friends and family, or save them for the future, you can copy them to a conventional DVD or Video Recorder.

Useful Information

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What happens after I've placed my order?

On receipt of your order we'll contact you at your preferred time and arrange for the product(s) to be delivered, installed and demonstrated free of charge. In placing an order you are not committing to anything!  A contract will need to be signed on installation.

What does the monthly rental price include?

All prices quoted are inclusive of VAT and are covered by our free repair and replacement guarantee. Prices also include stand/cabinet where illustrated. You can rely on boxclever - the UK's largest rental company!

What parts of the UK do you cover?

boxclever is the only nationwide TV rental company covering mainland UK (including the Isle of Wight).

How are your TVs measured?

All our TVs are measured from corner to corner diagonally in centimetres. This is the visible screen size.

How long would it take for a TV to be delivered after placing an order?

On receipt of your email we endeavour to contact you to complete the order within 24-48 hours. Delivery and installation is usually completed within 3 days from this point.

What is your complaints procedure?

Our aim is to get it right, first time, every time. If we make a mistake we will put it right promptly.

We will always confirm to you the receipt of your complaint within five working days and do our best to resolve the problem within four weeks. If we cannot we will let you know when an answer may be expected.

If we have not resolved the situation within eight weeks we will provide you with information about the Financial Ombudsman Service.

Please contact us at:

boxclever,

Technology House,

Ampthill Road,

Bedford,

MK42 9QQ

Telephone: 08705 546 563
Fax: 01234 265373

Email: enquiries@boxclever.co.uk

Using our complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights.

Shops

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Where are your shops located?

Boxclever is the UKs largest national TV & Video rental company. We are now a direct operator with a specialist Contact Centre for all our customers. Our team of advisers offer professional advice on upgrading to the latest technology (click here to view our current range of products), and can answer queries relating to your account or can book a service call on one of your products. Call us on 08705 546563. We're here to help!

Service / Repairs

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I'm missing channels / receiving the wrong regional service, what do I need to do?

You may need to do a manual re-tune.  This is where you manually select the correct services to appear on your channel list.  Digital UK have a very good 'widget' that tailors instructions for your own address that can then be easily printed off for future reference.

Digital UK Manual Re-tune Instructions

Who do I contact if I need service / repair on my rental product?

Please contact our dedicated Service and Repairs Call Centre on 08705 546 563.

Where do I find answers on equipment faults?

Click "Product Fault Finding" in the list to the left for some useful questions and answers on equipment faults. If your question isn't answered here email us with the details and we'll do our upmost to sort the problem out.

Product Fault Finding

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My equipment appears dead with no lights......

Things to try:

  • Try the On-Off switch (if present)
  • Check the mains socket is switched on
  • Try another mains socket
  • Check the fuse in the plug

If the problem persists email us or ring us on 08705 725 725.

My equipment appears dead - lights visible.....

Things to try:

  • Try pressing STANDBY or No1 on remote
  • Press P+/- on equipment - if equipment comes on, try new batteries

If the problem persists email us or ring us on 08705 546 563 to request a new remote.

My remote control doesn't work...

Things to try:

  • Check and/or replace batteries
  • Check batteries are inserted correctly
  • Check batteries are NOT loose when inserted
  • Remove any obstructions between the remote and the equipment

If the problem persists you may need a replacement remote - email us or ring us on 08705 546 563 and we'll get one posted out to you.

I've got no picture or sound...

Things to try...

  • Check equipment is switched on
  • Check any connected equipment (e.g. Sky, VCR, DVD) is switched on and working
  • Check all leads are firmly in place

If the problem persists email us or ring us on 08705 546 563.

 

I've got no picture, but sound is OK...

Things to try:

  • Try adjusting the Brightness (TV only)
  • Check all leads are firmly in place

If the problem persists email us or ring us on 08705 546 563.

I've got no/low sound...

Things to try:

  • Try pressing the Mute button (TV,DVD Home Cinema only)
  • Try adjusting the volume (TV, DVD Home Cinema only)
  • Check all leads
  • Remove any headphones (if fitted) (i) TURN DOWN VOLUME BEFORE REMOVING ANY HEADPHONES

If the problem persists email us or ring us on 08705 725 725.

I've got no/low colour...

Things to try:

  • Try adjusting the colour (TV only)
  • Check all leads are firmly in place

If the problem persists email us or ring us on 08705 546 563.

Widescreen TV

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Do I need a widescreen TV to receive Digital broadcasts?

With so many free-to-view programmes now broadcast in digital, a widescreen TV gives you the best viewing experience. But you can view digital widescreen programmes using a standard screen.

What is the difference between a widescreen and standard TV?

With so many free-to-view programmes now broadcast in digital, a widescreen TV gives you the best viewing experience. But you can view digital widescreen programmes using a standard screen.

I already have a widescreen TV. Why do I need digital as well?

Only digital offers true widescreen pictures. On analogue you normally do not receive the whole widescreen picture, and your widescreen TV has to stretch the picture to fit the screen. Digital widescreen pictures are the right shape for your widescreen TV. Adding a set-top box will allow you full enjoyment of your favourite programmes in true widescreen and give you more free-to-view services.

Are any of your flat panel TVs wall mountable?

We offer a full installation and demonstration service but we are unable to wall-mount our rented flat panel LCD TVs.

DVD

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What is the benefit of DVDs over VHS?

The benefits of DVD versus VHS are like comparing digital with analogue broadcasting - clearer sound and picture as well as greater storage capacity.

Freeview

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What is Freeview?

It’s the free digital service providing up to 50 free digital TV and radio channels plus a whole world of interactive services. It’s broadcast from transmitters and received via a rooftop aerial.

It works like traditional TV but because the signals are digital you need an adapter to convert them (or an integrated digital TV with a Freeview box built-in). This means more channels can be transmitted with extra features such as interactivity and widescreen pictures.

Click here to find out more about Freeview.

What does Freeview cost?

Watching Freeview costs nothing. The digital box required to enable your television to receive Freeview costs less than 50p extra per week. For further details click here.

Can I receive Freeview where I live?

To find out if you can receive Freeview in your area click here for details.

Will I have to replace my existing TV?

No. The digital box just plugs into the back of your existing TV and converts your digital signals into analogue. You can rent an idtv (integrated digital tv) which can also receive Freeview.

If my aerial is not up to scratch to receive Freeview, are you able to upgrade it?

Unfortunately we are not able to carry out aerial work but would recommend you contact an aerial installer of your choice who is a member of the Confederation of Aerial Industries (CAI) or a RDI (Registered Digital Installer).

Sound

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What's the difference between Dolby Pro-Logic and 3DS Sound?

The two are similar. Dolby Pro-Logic is a four channel surround sound system available from stereo TV broadcasts, videotapes and most DVD's. It sends information to speakers at front left, front right, front centre and two rear speakers, which share a mono signal. Whereas 3DS Sound is virtual Dolby, i.e. it creates a similar sound experience without the need for extra wires and speakers.

Connectivity

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What is a scart lead? And do all VCR's have one?

A scart lead is used for easy audio-video connecting on televisions. All new VCR's have a scart connection.

Government Digital Switchover Help Scheme

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Will there be any special help or Government support for the elderly or certain disabled customer groups?

There is a Government backed help scheme for the elderly (over 75s) and certain disabled customer groups. The scheme will be launched during the year of switchover on a region by region basis. Eligible households will automatically be sent more information from the Government scheme provider during the year of switchover.

If you have detailed questions on the scheme which are not covered by any of the answers here then please contact Digital UK on 0845 650 5050.

Who is responsible for running the scheme?

The scheme is funded and operated on behalf of the Government. It is detached from any retail or trade group so we have no influence over which of our customers qualify for the scheme, and we are unable to intervene on their behalf.

What is the current qualifying criteria?

The qualifying criteria for customers in the pilot area of Whitehaven was that eligible persons had to be 75 years or older, or those that have a siginificant disability (receiving an Attendance or Disability Living Allowance), or are registered blind or partially sighted. This is subject to change for future regions.

How and when will eligible persons be contacted?

The Help Scheme providers will automatically write to eligible customers between six and nine months before the switchover in each region. Customers in London won't be contacted until 2012!