amazon Prime app will not load.

[wJanet1]

Help Please, My Amazon Prime app will not load on Tv box, I'm using a DN372T set top box, all was ok until yesterday, tried to load it but just keeps going back to a tv channel I was watching. I've looked at all the possibilities, I've reset everything but still no joy, just need some help as want to watch my programmes. Thanks.

WJanet1

[angelique-TT]

Hi @wJanet1No problem. Thank you for the update. 

[wJanet1]

Hi fry8s,

Thanks for that, I'll see what the new box does, if no go I'll get a bt box.

Thanks

wjanet1

[wJanet1]

Hi SDuguid,

Thanks for your message, it is a pain, can you get prime on your other devices? computer/mobile phone etc, as I can and customer services had said they thought it could be the set top box, so they are sending me a new one. I'll post on here if it fixes the problem

Thanks

wjanet1

[wJanet1]

Hi frys8,

Thanks for your reply, yes I've done everything possible even a reset, so I got back onto customer service Saturday, the chap I spoke to said that there had no confirmation if amazon had been stopped, he thought that the box could be the problem as I could use it on my phone and laptop, aliso I  noticed that Netflix had disappeared, so he's sent me a new box so I'm hoping it will sort the problem.

Thanks.

wjanet1

[angelique-TT]

Good morning @SDuguid . Please start your own thread should you require assistance. 

[SDuguid]

Hi John. I agree with you. Why couldn’t they tell us things were changing? A heads-up would’ve been nice, giving us time to find replacements. Been trying to fix this issue for couple days only to find these posts explaining why it’s not working. 😞 Thank you for finding things out.

[SDuguid]

Hi wJanet1. This is happening to me too! I haven’t been able to fix it yet, & I’ve done what you have. Will let you know if I do. If someone gets back to you with a fix, please keep me in the loop. It’s so frustrating.

[fr8ys]

If you have tried resetting the box (if not I will post details later) and the app still doesn't work a couple of additional thoughts.

If you have a smart TV can you log into the app that way?

If not and the box works otherwise, I'd suggest buying an Amazon Fire stick or similar, that has the most up-to-date apps including Prime, and ITVX.

This does need your TV to have an HDMI Port on your TV and if you don't have a spare, you can purchase an HDMI splitter quite cheaply. Get one with automatic switching rather than one with manual buttons.

Hope this helps.

Here are the box reset instructions. If the box is working ok to record, I'd skip the last part as you would lose recordings. These boxes are though, approaching the end of the life.

******************

Have you tried a soft reset? To do this hold the power button on the front for around 10 seconds and the box should restart.

If this doesn’t work then have you tried a YouView Maintenance Reset (https://community.talktalk.co.uk/t5/Articles/How-to-find-maintenance-mode/ta-p/1429347)?

Try the Factory Reset keep recording option.

You will then need to reset your personal settings (such as parental controls / Set antenna Out to On in Settings: Picture and Sound / Surround Sound etc.) and also reset your scheduled recordings (might be worth taking a note of future recordings before doing this so you don’t miss any).

If all else fails then try a full factory reset from the settings menu you've just used above. You will lose your recordings but you may be asked to do this before the Support Staff look at other alternatives.

[fr8ys]

I'm not surprised the app no longer works. Amazon updated the app a few years ago and it was no longer compatible with the older first generation YouView boxes.

If they have updated recently it's possible that the technology it uses renders it obsolete on 2nd gen boxes.

Note: this is nothing to do with TalkTalk terminating any contract if that's the case, it's down to the app owner, in this case Amazon, just like it was with Netflix and ITVX., and YouView who control the UI on the box.

What TalkTalk may have done is removed the ability for you to pay any subscription for Amazon via your monthly bill, but I thought that had long gone.

As for more recent boxes, it works or the Hub, but that does not record as @Gliwmaeden2 pointed out.

Your options for recording boxes are limited these days to the Manhattan T4R which utilises Freeview, and the EE / BT Pro box (which you can only buy on the grey market from CeX or eBay).

If you do purchase your own box, then phone the loyalty team and get the TV charge removed from your contract if you are paying this.

[Gliwmaeden2]

You'd need to discuss the issue of a box via Chat any day, @wJanet1, or phone Monday to Saturday daytime, 03451 720088.

You'd need to negotiate them sending out the new TV hub, and noting it as a contractual change. 

Ask them if you have to return the old TV box. Their more recent models don't have a recording facility. 

@fr8ys can advise you further on this matter. 

[wJanet1]

Hi,

I 've just been informed from another member that TalkTalk has ended its contract with Amazon so have deactivated the app, could you advise me of a more recent box that I can use that i can download the app onto.

Thanks

wjanet1.

[wJanet1]

Hi John,

Thanks for telling me, I've spent the last four days sorting this out with amazon and TalkTalk, cannot understand, they must have known that the contract had been terminated. Do you have any ideas what the most recent boxes I can use? I was wondering about getting a YouView box from BT I've had one before.

[John_Edinburgh]

I have just been in touch with Chat Support. The agent confirmed that TalkTalk has terminated its contract with Amazon Prime and so the Amazon Prime App has been deactivated. I’m on a TV Plus box and doesn’t work there. Not sure if it might work on the most recent TalkTalk TV devices (where you can download apps from Google Store),  But it is def deactivated on the older boxes. 

it’s a shame they didn’t have the decency to tell us about this in advance.

[Mandisa-TT]

Hi @wJanet1 thank you for confirming, Switch off your TalkTalk TV box using the power button, wait 30 seconds and switch it back on again.

[wJanet1]

Hi

Yes I’m messaging from home.

thanks

wjanet1

[angelique-TT]

Good morning oldschoolcot. Please start your own thread so that we can look into this for you. 
 

[oldschoolcot]

Exactly the same with mine, tried to get Amazon Prime last night, but just reverted to normal tv after a few seconds. Definitely connected to internet. Worked fine through my hub, but not on my old box. 

[angelique-TT]

Good morning @wJanet1. I will run checks for you. Please confirm if you are messaging us from home. 

[wJanet1]

Hi, 

Yes have been trying, and it’s still not loading just going back to the channel I was watching.

Thanks

wjanet1

[sabelo-TT]

Hi there @wJanet1, does the issue still persists when trying to connect to your Amazon?