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BB46's avatar
BB46
Joining in
12 months ago
Solved

Prime Video

Not sure the best place to post this, sorry.

Got a month's free Amazon Prime, but I'm not the person who's name the virgin media subscription is under.. But it's the same household, same TV.

Amazon knows I'm signed up to Prime (and logged in), the Virgin menus on our TV box remember I'm one of the options for who might be currently watching Prime video, but when I actually go in to the app through our box and try to watch something on Prime it just brings up the option to pay for a Prime subdcription.

What am I missing?

  • Thanks for coming back to us BB46, you would need to be logged into your Amazon Prime account. Do you know which account that you are currently logged into? 

    The profile within another persons login, would not be the same as using your actual Amazon login. Are you able to sign out of the Amazon Prime app on your TV using the settings icon at the bottom left of the page and scrolling to the bottom, then sign out and you should then be able to log in with your Amazon login. 

    Kind Regards,

    Steven_L

  • Hi BB46 👋.

    Thanks for reaching out to us. Apologies for the issues you have had with your Amazon account. Since your post, can we ask have you been able to get this resolved or are you in need of further assistance?

    Let us know. 

    Sabrina

    • BB46's avatar
      BB46
      Joining in

      No, still no access. Tried just using virgin menus to search for something that's on Prime and started it, but that activated a NEW Prime subscription on a different account which I then had to cancel.

      I've confirmed on the Amazon website that I have a 'household' thing set up where that other Amazon account should be sharing my Prime benefits. I just need virgin (box) to recognise that we have Prime Video this month.

    • BB46's avatar
      BB46
      Joining in

      V6, then. I said I wasn't sure where to post. If there was an 'Apps' section I'd have put it there.

  • Just thought to add:

    Tried adding a new account at the 'Who's watching?' stage of going in to the app through the V box.  Found a programme, went to start it. You get the options of 'Get access to Prime now and pay £8.99/month' or 'See all plans'.

    Shouldn't there be an option to use current Prime membership? How does a new person in the house are their Prime account?

  • Thanks for coming back to us BB46. Have you been able to get this resolved since you last posted?

    If not, have you tried to access your Prime account using another device? Was your months free prime subscription from Virgin Media, Amazon or another 3rd party?

    Kind Regards,

    Steven_L

    • BB46's avatar
      BB46
      Joining in

      No, still stuck. Membership is straight from Amazon, I can access everything on Prime Video through my tablet, it's just that the V box menus only give those 2 stated options - pay, or pay another way. No recognition of other Prime accounts.

      • BB46's avatar
        BB46
        Joining in

        Another bit of information to add:

        Again in the app, through the V box, went to remove MY profile from the 'Who's watching?' part (thinking maybe if I re-add then it might recognise my Amazon Prime membership). When I press 'Remove profile' it comes up with "To remove this Amazon Household profile from Prime Video, turn off Household profile sharing in a web browser".

        So the V box app KNOWS that my account, which HAS Prime Video, is in an Amazon-recognised Household with the main account...but won't let me watch Prime Video anyway!?

  • The only thing the box advises is to pay for a membership that I've already got, but on the box's main account.

     

    Latest is that I dismantled my 'Household' in my Amazon account with the intent of re-starting it to see if that had any effect. The effect it had was to make it so I can't have an Amazon Household for SIX MONTHS - an issue I'm now trying to deal with on the Amazon end.

    I also tried removing all the extra accounts on the Prime App on the V box, and wanted to remove and re-add the main account - but the box says you can't do that. Seeing as adding that account was the only time the box ever went through the process of sync-ing with an Amazon account I can't see how anything is going to change.

    Asking again - what IS supposed to happen when someone with Prime membership moves in to a house that HAS had it at some point? Because it looks like this issue would occur every time.

    • Steven_L's avatar
      Steven_L
      Forum Team

      Thanks for coming back to us BB46, you would need to be logged into your Amazon Prime account. Do you know which account that you are currently logged into? 

      The profile within another persons login, would not be the same as using your actual Amazon login. Are you able to sign out of the Amazon Prime app on your TV using the settings icon at the bottom left of the page and scrolling to the bottom, then sign out and you should then be able to log in with your Amazon login. 

      Kind Regards,

      Steven_L

      • BB46's avatar
        BB46
        Joining in

        THANK YOU!

        Logging out of main account in the app finally triggered the box into prompting a code to put in to my Amazon account. Can't believe after 2 weeks it was such an obvious step.

        it did CHANGE the main user of the box app to me rather than ADD me, but it works, and now I know what to do should I want to change it back.