topic Re: The Amazon Prime app isn't opening on my set-top box in TV

The Amazon Prime app isn't opening on my set-top box

CarlCC — Wed, 09 Jul 2025 11:52:23 GMT

I've had this problem for the past few days. Every other app is opening, and I can access my Amazon account on my phone or PC, but every time I try to open the app on my set-top box it loads then closes and returns me to whatever was on before.

I tried contacting TalkTalk this morning via the site, and got through to what I thought was a real person (named Kirti) who was no help whatsoever. I question if they were human because the response to my issue seemed unrelated to what I was telling them. I've downloaded the transcript[t and will be using that in my complaint.

anyway, looking on here, I can see this amazon lock-out is happening to others too. Am I right in saying it's the outdated set-top box I have not allowing a recent update to the app to work? If so, then why haven't we been made aware of this, via email, via a message on their website, or when I specifically mention this problem to them?

I've already lost access to Netflix via the set-top box, and now it seems Amazon too, all because the box is old? I don't have a smart TV so rely on the TT box to allow me to stream these services. At the moment I'm having to cast them from my phone via a google stick, but this is far from ideal for me.

After years of sub-par customer service and hardware issues, I reluctantly renewed last year after a period of relative calm. And now this, the first problem I have and the same old issues arise. Can I get a new box? Can I cancel my subscription early without punishment because two elements of that service that UI used regularly have been removed since I singed up?

Re: The Amazon Prime app isn't opening on my set-top box

nomfezeko-TT — Wed, 09 Jul 2025 12:10:04 GMT

Hi there @CarlCC, thank you for reaching out to us, we are so sorry for this kind of experience you have shared with us, we will try our best to help. It is likely that your set-top box may be outdated and unable to support the latest versions of the Amazon app and possibly other streaming services. We'll need to run checks on this for you as this will help determine the cause of the issue and a resolution to it.

-Fez.

Re: The Amazon Prime app isn't opening on my set-top box

anncope — Tue, 22 Jul 2025 20:11:09 GMT

I have exactly the same problem does anyone know how to resolve this

Re: The Amazon Prime app isn't opening on my set-top box

ferguson — Tue, 22 Jul 2025 20:57:00 GMT

@CarlCC

Which make/model of box do you have? Are you currently paying for the TalkTalk TV service?

@anncope

Similar questions to yourself, but please start your own topic to avoid any confusion so that these issues can be dealt with individually.

Re: The Amazon Prime app isn't opening on my set-top box

angelique-TT — Wed, 23 Jul 2025 07:07:09 GMT

Good morning. Yes, ferguson is correct. Please do start your own thread should you require assistance. Thanks for the support @ferguson