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Prime video not working

Everything works perfectly on the V6 box except for the prime video app. I have the ethernet cable plugged directly into the virgin box and all other apps like Netflix and bbc iplayer work.

I get an error showing "something went wrong. Please try again later" 

It's been about 6 months and this has never worked 

 

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Re: Prime video not working

Hi the ovieous question is, are you subscribing to prime.Regards Micky
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Re: Prime video not working

Yes. And Prime works on all other devices 

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Re: Prime video not working

Hi SmithyAVFC,

 

Thank you for reaching out to us and welcome back to our community, I am sorry to hear you are unable to watch prime on your V6 box at the moment.

 

Can you please please post waht the error message you are getting looks like.

 

Regards

 

Paul.

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Re: Prime video not working

Hi Paul, 

 

Please see image below

20200203_103932.jpg

 

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Re: Prime video not working

Thanks SmithyAVFC, 

What happens if you click okay and to go the help page? 

Have you rebooted the box? 

 

Are you able to go into the box settings and reset the box and see if this helps? 

Emma_C - Forum Team
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Re: Prime video not working

The steps are: 

1 - open prime video app

2 - select ANY tv or film and press OK

3 - get the error. 

If i press OK i go back to step 2 and the web link provided doesn't offer any help

 

 

This issue has been going on for months and the box has been rebooted many times but i just rebooted again to make sure and same issue. I've called Virgin about the issue but they keep closing the tickets saying its a known issue 

 

 

I've just reset the box (lost all my recordings but probably due a clear out). I didn't quite realise it would take so long but after 40 minutes the issue still remains the same

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