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>How does DVD rental work?
You just search or browse the site to choose the films and TV shows you want to watch. Just click the ‘rent' button when you've found something you're interested in. These go on to your rental list, where you can prioritise which films you want to receive first. We send them to you 1st class postage paid, you watch them and send them back in the prepaid envelope, then your next one will come.
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>Where is my shopping basket and how do I check out?
You have a rental list instead of a shopping basket and you don't need to check out – just add what you want to watch to your rental list by clicking the ‘rent' button and that's it. We'll get something from your list in the post to you as soon as we can. And if you want to let us know what you'd like first, then you can prioritise your list.
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>How long can I keep discs for?
You can keep discs for as long as you want. We don't charge late fees, it's just a simple monthly fee and we've got packages to suit every one. However if you're not getting around to watching something we'll encourage you to send it back so you get something that is more appealing.
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>How do I send discs back?
When we send you discs, we send them in a special envelope that you can reuse to send the discs back. All you need to do is tear off the extra flap with your address on it and use the adhesive strip to reseal the envelope (with the disc inside of course). Then pop it in a mail box and wait for the next one. In most instances it'll only take one or two days to receive your next disc.
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>When will I get my discs?
After you sign up, you need to add what you want to watch to your list. We strongly recommend you add a minimum of 10 to get you started. We'll then get your first disc(s) in the post to you as soon as we can. When this is will depend on when you sign up. For example if you sign up on a Saturday night we won't be able to get anything in the post to you until Monday, however if you sign up on a Monday night we'll be able to get something in the post on Tuesday. In most cases discs arrive then arrive for you the next day.
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>What happens at the end of the trial?
If you like the service at the end of the trial, you can simply carry on receiving more films. But if you don't want to continue, there's a very simple link to cancel on your account page and you won't be charged a thing.
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>Can I really cancel any time?
Yes. All you need to do is get any discs back to us, and give us a call to let us know you'd like to cancel and we'll take care of the rest.
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>What if I want to change my package?
You can upgrade or downgrade your package at any time - during or after your trial.
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>How can I watch films online?
As you search and browse our site, you will find thousands of films you can start watching instantly. Most of these films are free to watch with your subscription package. Some of the more recent films cost a small additional fee to watch - normally £2.49 or £3.99.
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>How can I get LOVEFiLM on my television?
There's three ways to do this.
- If you have a Sony PS3, you will find LOVEFiLM on the cross-media bar. Just click on the logo and follow the onscreen instructions.
- If you have a Sony or Samsung internet connected TV, you will find you can connect directly through the TV.
- You can also connect your laptop [Mac or PC] to the TV.
There's more detail on how to do all of these things within this section – for each device you can use we have step by step set up instructions.
We have very different tastes in our house, how can we be sure that there's always something for one of us to watch?
We have a feature called Multiple Lists. This means you can have two or more separate lists. You could, for example, have one for movies and one for games; or one for the adults, and one for children; or one for you and one for your partner. If you get a package that allows more than allows two or more discs at home, this means there will always be something for everyone to watch in the house.
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>What happens if I go on holiday?
If you chose an unlimited package, you can take a payment holiday for up to three months.
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>Can I pause, rewind or fast forward through films?
Yes. When your cursor moves over the player, a control bar will appear at the bottom of the player. The play button toggles between play and pause depending on what is currently happening (if the film is playing then it will act as a pause button, and vice versa). To move forward and backwards during a film you can move the time indicator on the slider. This will enable you to go to any part of the film you are interested in, or go back to any part you missed. The player controls are hidden during playback. To make them re-appear at any time, you can simply move your mouse.
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>Can other family members be watching a different film to the one I'm watching?
Yes. Up to three films can be streamed at any one time. If a fourth stream is started the first film will stop.
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>Why is there an extra charge to stream particular Watch Online films?
Many members want access to premium titles and the very newest releases, so we’ve made these available. The film studios themselves dictate that these titles can only be supplied on a pay-per-view basis, and it’s the same situation for any service that wants to provide them.
Members who watch these titles are happy with the pay-per-view terms, and – to avoid any confusion – we've made it very clear which Watch Online films carry a charge. It's entirely optional, of course, and there are thousands of titles to watch at no extra cost.
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>Can I watch films offline?
Not at this stage. With the introduction of the watch online service we’ve been able to make titles instantly available, however you will need to be connected to the internet to watch the film.
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>What is online viewing / streaming?
It's a way of watching LOVEFiLM content directly on a computer or television screen. Instead of a physical DVD, we use an internet connection to instantly send or 'stream' a film or TV episode, straight to your PC or internet-enabled TV.
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>What is Watch Online?
It's our official or 'brand' name for the online viewing part of your LOVEFiLM service. If you're on a Light-Use subscription, you can now use our Watch Online service. You have a certain amount of time for online viewing per month, dependent on your package.
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>How does online viewing work?
Here's what you need:
- A broadband internet connection (with a speed of at least 2Mb per second for good performance and picture quality)
- An active LOVEFiLM subscription that includes online viewing
Then just browse for a film or TV episode you'd like to watch listed as 'Included with package'. Press play. Start watching. It's that simple.
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>Do I have to pay extra for online viewing?
Only for premium titles, which are normally the very latest releases and available on a pay-per-view basis. Thousands of titles are available for online viewing as part of your LOVEFiLM subscription.
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>How much online viewing do I get?
It depends on your subscription. You can find out by going here.
- If you’re on a Light-Use package; you have a fixed amount of hours you can watch per month. In general, the higher the Light-Use package you're on; the more online viewing you will have. If you’re on an Unlimited package you can watch as much as you want.
- If you rent games as part of your subscription, only the unlimited package (including games) offers online viewing at this stage.
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>What if my current subscription does not include online viewing?
You can change your LOVEFiLM package at any time here. Note that this is not possible if you are currently on a free trial.
- Different Light-use packages include different levels of online viewing. In general, the higher the Light-Use package you're on; the more online viewing you will have.
- Changing to an Unlimited subscription would make Watch Online unlimited too – you would be able to stream all Watch Online content (except for premium, pay-per-view titles) as part of your subscription, at no extra cost.
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>With Light-Use packages, is my online viewing time deducted minute-by-minute?
The entire running time of a particular title is deducted the first time you press play for that title. But it is only deducted once in a 48 hour period.
- For example, you could choose to watch a 90 minute film. 90 minutes would immediately be deducted from your online viewing total. If you only watch half of the film, 90 minutes will still have been deducted. But if you watch the film three times in the following 48 hours, we will still only have deducted the original 90 minutes.
If you have an Unlimited packages, you can watch as much as you want with no limits.
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>With Light-Use packages, what happens when my online viewing runs out?
Your online viewing time is replenished at the start of each new month. So if you run out, you'll need to wait until the end of 'your' month (the normal billing period of your LOVEFiLM account).
- For example, if your billing period was 9th Aug – 8th Sept, and you used up all of your online viewing by 31st Aug, you would need to wait until 9th Sept for your online viewing to be replenished.
If you have a FilmExtra credit on your account, you can also convert this into 120 minutes of online viewing.
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>With Light-Use packages, what if my online viewing runs out halfway through a film?
Don't worry. It can't. Our service knows how long each film is. It also knows how much online viewing you've got. If you don't have enough time left for the entire film, you won't be able to begin watching it in the first place. Plenty of shorter titles are also available; some as brief as 2 minutes long.
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>With Light-Use packages, does any unused online viewing get carried over into the next month?
Sorry, no. If any online viewing time isn't used, it's lost in the same way as any unused DVD rental allowance on a Light Use subscription.
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>What if I just can't wait until next month for more online viewing?
You can change your LOVEFiLM package at any time here. Note that this is not possible if you are currently on a free trial.
- Different Light-use packages include different levels of online viewing. In general, the higher the Light-Use package you're on; the more online viewing you will have.
- Changing to an Unlimited subscription would make Watch Online unlimited too – you would be able to stream all Watch Online content (except for premium, pay-per-view titles) as part of your subscription, at no extra cost.
If you have a FilmExtra credit on your account, you can also convert this into 120 minutes of online viewing (n.b. Light-use packages only, excludes Pay-Per-View titles.
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>I've got a FilmExtra credit on my account ? can I convert this into online viewing time with a Light-Use package?
Yes. Each credit can be converted into 120 minutes of online viewing. Just select any title listed as 'Included with package' and follow the onscreen instructions. Please note, you will not be able to use your FiLMEXTRA credit to purchase any pay per view titles.
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>If I have a rental subscription, do I get online viewing?
For Unlimited subscribers, all Watch Online viewing (excluding pay-per-view titles) is available as part of your subscription – there is no extra cost to watch these.
For customers with a capped usage subscription package the amount of Watch Online viewing you can enjoy (again, excluding pay-per-view titles) will depend on what subscription package you have. Almost all of our capped packages include a monthly allowance for using our Watch Online service. But the amount you can use will depend on which package you have. Check our package listings for more information.
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>Can I convert any DVD rentals into online viewing?
DVD rentals are not convertible into online viewing time, and we do not currently have plans to change this.
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>Can I use the online viewing service on a TV?
Yes, if the TV is internet-enabled and LOVEFiLM-ready. A number of devices are currently available, which you can see here.
Alternatively, you can connect your laptop or PC to any TV by using the correct cable. This quick, two-step guide helps you work out which cable you need
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>What is the LOVEFiLM Player?
When you watch films instantly on our website, you do so by using the LOVEFiLM Player. It's as simple as choosing a title and pressing the play button – the LOVEFiLM Player starts automatically.
