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rdabbott290192
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Amazon Prime

Recently had a second V6 box installed upstairs. For some reason, the Prime Video app isn't opening up. All of the other on Demand Apps work fine, just Amazon Prime causing an issue. Any ideas how to resolve and/or who to speak to?

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japitts
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Re: Amazon Prime

What happens when you try to load the Prime App?

Can you get into the app and are having problems playing a programme, for instance?

Have you tried the obvious thing and restarted the box?

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Kath_F
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Re: Amazon Prime

Hi rdabbott290192, 

Thanks for your post and apologies to hear you are having an issue accessing the Amazon Prime app on your 2nd V6 box. 

It is strange that the only app affected is the Prime App. Usually we would expect to see this sort of issue across all apps. 

As mentioned above by japitts, can you try rebooting the box to see if this sorts out the problem. 

If it doesn't please let us know the steps you are taking to open the app, and what error code is showing when you try to open the app. It may be helpful to also provide a screenshot of what you are seeing. 

Speak soon,

Kath_F
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rdabbott290192
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V6 TV box errors

I have had a second box installed upstairs in my home and there are a number of errors when I try to load certain menus or apps.

Amazon Prime doesn't load for starters. I can't load the help screen to pair my remote to my TV. I'm sure there are other parts of the box that also don't work. 

When I mentioned Amazon prime to virgin, they told me to speak to Amazon, not recognising that this is clearly an issue with the box or software.

Does anybody have any recommendations to resolve?

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rdabbott290192
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Re: Amazon Prime

Hi Kath,

There are no error codes or messages when I try to load the app. It just goes blank for a second and then takes me back to the tv apps selection page. 

It also does the same with the help section when I try to pair my remote to my TV. I haven't yet tried to reboot my box, but will try this tomorrow to see if this resolves.

I thought the extra information may be useful to you in the meantime - thanks for your response

 

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rdabbott290192
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Re: Amazon Prime

The tv goes black as if it is going to load and open, and then the apps page appears again with netflix, prime, iPlayer etc.

No error codes or anything which is frustrating. It's a brand new box which was installed by an engineer/technician. I haven't yet tried to reboot but I will try this and let you know how I get on.

Thanks

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newapollo
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Re: Amazon Prime

Hi rdabbot290192,

Did you receive a new HDMI cable when you received the new box?

It's possible that the HDMI cable you are using is not HDMI2.2 compliant. Have you tried changing thee HDMI cable? Or tried it in different ports in your TV?

Even if you don't see an error code please can follow the instructions for https://www.virginmedia.com/help/virgin-tv-error-codes/603 

Hopefully that may help/

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali



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japitts
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Re: Amazon Prime


@rdabbott290192 wrote:

The tv goes black as if it is going to load and open, and then the apps page appears again with netflix, prime, iPlayer etc.


That sounds like the app is failing to load, and crashing out. The HDMI is certainly worth a check, but my money's on the reboot.

Check again if other apps work - if they don't, it's likely something common with the V6 ecosystem causing it. If they work, it's a Prime-app issue.

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Zach_R
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Re: V6 TV box errors

Hi @rdabbott290192,

Thank you for expanding on the situation. I am really sorry to hear that you're having this issue with your services.

I can see that @newapollo and @japitts have suggest a switch of the HDMI cable and a reboot to see if these improve matters and help to narrow down on what the problem is. Have you had a chance to try these suggestions yet?

Thanks,
 



Zach - Forum Team


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