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cwhite3
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Amazon Prime not working

Our Amazon Prime has stopped working.  We have re-booted and got it back but its failed again.  We can get Netflix.  When I select the programme we want the screen goes blank.  I can see others have had the same issue.  I can get no help from Virgin and cant get through to anyone. can anyone help please.

Claire 

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Hetty_R
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Re: Amazon Prime not working

Hi Claire, 

 

Welcome to our community forums! 🙂

 

I am really sorry to hear you're having some problems with Amazon prime. 

 

Can you confirm how your set top box is connected to the internet, WiFi or wired Ethernet? 

 

Have you noticed any other issues with other apps or channels? 

 

Look forward to hearing from you, 

Hetty 

 

 

 

 

 

Hetty_R
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cwhite3
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Re: Amazon Prime not working

Hi Hetty

Thanks for your email.  We are connected up to the box by cable.  It's very strange as we were able to watch it on Saturday but not working on Sunday??

Claire 

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Hetty_R
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Re: Amazon Prime not working

Hi Claire, 

 

Thanks for confirming. 

 

I have checked and can't see any known issues with Amazon prime. 

 

Please unplug the box from the mains and leave it a minute or two before starting it back up. Hopefully this will help refresh it, if not and you're still having problems let us know. 

 

 

Many thanks, 

 

Hetty_R
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cwhite3
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Re: Amazon Prime not working

I should have added that it doesnt happen with Netflix or any other channel app

 

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cwhite3
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Re: Amazon Prime not working

We have unplugged as you suggest but this doesn't seem to work

 

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Hetty_R
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Re: Amazon Prime not working

Hi Claire, 

 

Thanks for trying, sorry it's not worked. 

 

Please can you go to the home screen and follow these steps: Help & Settings > Help > Our Other Products > Broadband. Then select ‘Take a speed test’.

 

Once the speed test is completed can you let us what message you get? This will help us rule out any issues with your connection. 

 

Look forward to hearing from you, 

 

 

Hetty_R
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cwhite3
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Re: Amazon Prime not working

Hi Hetty

I ran the test and it gave the thumbs up / connection suitable for TV

 

Claire

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Hetty_R
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Re: Amazon Prime not working

Hi Claire, 

 

Thanks for confirming. 

 

I am going to pop you a private message so I can take a closer look at your account from our end, please reply when you can 🙂 

 

Thanks, 

Hetty

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cwhite3
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Re: Amazon Prime not working

OK thanks Hetty. 

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