topic Re: Prime Video app broken after switching to EE in TV

Prime Video app broken after switching to EE

u53rn4m3 — Thu, 27 Aug 2026 08:37:13 GMT

I have recently switched from PlusNet to EE, during which time my Humax DTR2110 Youview box was updated to include EE branding.

Since then, the Amazon Prime Video player doesn't work - more specifically, the app loads and I can select a programme to watch - but as soon as it tries to start playback, it craps out back to Youview.

I've tried resetting the router, power-cycling the Youview box, factory-resetting the box (albeit with "keep recordings") - none of which makes any difference. Other apps seem to be unaffected, it's just Prime Video.

None of this was a problem before the Youview box was updated - and I must add, without warning or permission.

Not happy 😞

Re: Prime Video app broken after switching to EE

Peter_W — Thu, 27 Aug 2026 10:56:59 GMT

Welcome to the Community, @u53rn4m3

Thanks for taking the time to flag this, too.

Just so I can be sure we've got all the right details here, am I correct in thinking you had one of the Youview boxes from the period when Plusnet offered a TV service?

Also have you taken out a TV plan when switching to EE, or have you just been using this as a generic DVR since the Plusnet service ended several years ago?

Peter

Re: Prime Video app broken after switching to EE

u53rn4m3 — Thu, 27 Aug 2026 11:09:01 GMT

It's actually a BT-branded Youview box 😉

Which worked absolutely fine under BT (natch) and subsequently with PlusNet - but the update pushed by EE has broken the Prime Video functionality.

There's no active TV package in play - it's just used as a standalone Youview DVR / PVR.