Virgin Media Community

[mad_mike]

Amazon Prime Video has been “stuttering” for the past few days. It was fine before and I haven’t changed anything. I have two V6 boxes and both of them are displaying the same problem, only with Amazon Prime Video (Netflix etc are fine). I have done a speed test and I’m seeing good download speeds of around 200mbps. Is anyone else having the same problem and does anyone have a solution?

[japitts]

Does other streaming or VoD (try CatchUp if you're not sure) have any similar issues?

You mention doing a speed test, but how? Are you talking about the speed-test option within the V6 TV Care menus, or something else?

[mad_mike]

Other streaming services such as Netflix seem to be working fine. The speed test was from my iPhone standing next to the hub to confirm Wi-Fi speeds are fine. The V6 box also confirms strong signal (100%). It seems to be a problem specific to the Amazon prime video application on the TV. If I run Amazon Prime Video on my iPad it works fine. 

[japitts · Accepted solution]

In the nicest way then, all that speed test has proven is that your iPhone can get those speeds in that location. The best way to check the connection speed on your V6 is to use the onboard speed check under Home > Help & Settings > Help > TV Care > (top of screen) > TV Speed test

Although having said all that, if other streaming services and OnDemand on your V6 are ok - is this only affecting particular programmes on Prime? Or all?

[mad_mike]

Thanks. TV speed test passed aok. At present, I’m trying to watch live tennis (Rome) and that is the program producing the stuttering problems. Movies etc on Amazon Prime play fine. It is strange because the bandwidth is clearly there to watch the same stream on my iPad, so I wonder why neither of my V6 boxes can do it?

[ozsat]

I saw that problem on Thursday night with the live tennis - even after a reboot - but was fine since and was only on the tennis

[newapollo]

I  had a quick check. The tennis (Djokovic) is playing fine on my 360 box

[Laurie_C]

Hi mad_mike,

Thanks for getting in touch, and a warm welcome back to the Community Forum! I'm sorry that you're having some issues watching Amazon Prime.

How have things been for you recently? Are you still having these problems? Was this issue specific to the tennis, or have you had any similar problems when watching other programmes?

Kind regards,

Laurie

[mad_mike]

It’s very strange, it seems to only happen with the live tennis on Amazon Prime, everything else (Netflix, Amazon Prime movies), all work okay. I’ve done a TV speed test and it passed fine. 

[Laurie_C]

Hi mad_mike,

I am sorry to hear this. It sounds like this is potentially an issue with the Amazon feed. I've had a quick Google, and I can see that video stuttering/juddering can sometimes be attributed to the Motion Settings on your TV. You can find more information here.

Could you try switching off any Motion Settings on your TV, and then let me know if the problem still occurs?

Kind regards,

Laurie