topic Re: Amazon Prime app not working on sky stream! in Sky Stream

Amazon Prime app not working on sky stream!

MrsH2019 — Sat, 06 Jun 2026 18:42:33 GMT

My amazon prime wont play any content through one on my sky stream packs! I have two the one furthest away from our router works fine and the one closest to the router (right opposite it) wont work, it will open the app play a trailer the 40 second advert then just displays the message something went wrong! I'm going round in circles and been passed from pillar to post, no one seems to know the cause of the issue, I've asked for an engineer to investigate and even a new puck box to try but nothing off sky! They just keep advising to wait 24 hours, well I'm on day 3 of it not working, lost cound how many system resets, app refreshes, TV/box/router knocked on and off!! Has anyone else had this issue and if so please how was it resolved??

Amazon Prime and Sky Puck

bpwilliams72 — Tue, 26 May 2026 18:13:00 GMT

Amazon Prime was working absolutely perfectly. All of a sudden it refuses to. The app opens, you select a show and the circles spins before announcing there is a problem.

Every other app is fine. Amazon Prime is fine through the LG television app. It's just on Sky it refuses to play the actual stream (menus, trailers on first loading all fine).

I have tried refreshing, rebooting and going through the steps suggested by Sky multiple times. All that is left seems to be a factory reset undoing all my other platforms and settings.

This appears to be a problem going back quite some time. How is it that Sky haven't fixed it? Has anyone else had success in other ways other than a factory reset?

I resent paying for services that aren't working properly and that create frustrating time sinks and am now nervous at the way Sky is consolidating other subscriptions in case the same thing occurs. There appears to be no urgency from Sky in addressing problems when they arise, after all.

Re: Amazon Prime and Sky Puck

-Heather- — Wed, 27 May 2026 09:12:26 GMT

Hi @bpwilliams72, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Amazon Prime and Sky Puck

Guest1 — Wed, 27 May 2026 20:08:50 GMT

Have exactly the same problem. Prime works for some shows, but for some movies the 40s adds plays fine and then get an error message "something went wrong...etc"

tried to refresh, reboot, unplugged, internet etc.
same movies plays fine on my iPad!

Re: Amazon Prime and Sky Puck

CarelessCoder — Wed, 03 Jun 2026 01:19:17 GMT

I have the same issue; ok on sky glass. The adverts play fine but shows error "something went wrong". Tried logging out and back in; resetting puck etc.

Re: Amazon Prime and Sky Puck

lainys — Wed, 03 Jun 2026 13:33:26 GMT

Hi there @CarelessCoder, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Amazon Prime and Sky Puck

esfindlay — Wed, 03 Jun 2026 15:40:28 GMT

This is happening with one of our pucks now. Did a factory reset, still broken. Hit the app refresh, not fixed - and the idea of having to wait 24 hours to be able to use it properly again, just to see if that even worked, is frankly preposterous. We've had nothing but trouble with these pucks, and my patience is swiftly meeting its end.

Re: Amazon Prime and Sky Puck

Jen_out_of_Jen — Wed, 03 Jun 2026 15:43:21 GMT

Hi @esfindlay , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Amazon Prime and Sky Puck

Guest1 — Wed, 03 Jun 2026 20:54:05 GMT

What is the solution as the problem is still

here and starting to be ridiculous!?

Re: Amazon Prime and Sky Puck

bpwilliams72 — Thu, 04 Jun 2026 05:52:52 GMT

I messaged but noone has bothered responding.

Re: Amazon Prime and Sky Puck

Hunter2660 — Thu, 04 Jun 2026 15:33:05 GMT

The solution is quite simple really. If you have a smart tv use the app on that instead. Stream is becoming very flakey, for whatever reason, with some of the apps. And there's no need to suffer just because it isn't added to the Watchlist on the Stream box.

Re: Amazon Prime and Sky Puck

bpwilliams72 — Thu, 04 Jun 2026 15:35:32 GMT

Yes, I know that's a solution. However, Sky are attempting to consolidate more and more services and constantly increasing their prices. I resent paying more and more when they are not capable of even delivering the current level of service, letter alone to trying to do more. They instill no confidence at all.

Re: Amazon Prime and Sky Puck

Hunter2660 — Thu, 04 Jun 2026 15:41:54 GMT

I know how you feel, hence why I left at the end of my contract. Remember there are other ways to watch Sky's content, and cheaper, if you're happy to move away from Sky's OS, which is pretty good on the face of it, apart from these annoying niggles

Re: Amazon Prime and Sky Puck

F4RR — Thu, 04 Jun 2026 16:33:54 GMT

I recently joined Sky and am now experiencing exactly the same issue. Despite updating apps and resetting the Sky puck I am unable to watch Amazon Prime Video

Re: Amazon Prime and Sky Puck

bpwilliams72 — Thu, 04 Jun 2026 17:01:58 GMT

Hope you can get more interest from Sky than the rest of us!

Re: Amazon Prime and Sky Puck

F4RR — Thu, 04 Jun 2026 17:34:41 GMT

Agreed. I assume you didn't actually get any help then?

Re: Amazon Prime and Sky Puck

Chrisdug1 — Fri, 05 Jun 2026 17:58:00 GMT

Ive had the same issue. Prime works on my firestick but not as convenient as having it on sky but every time I try and load a video I get an error message. Been through all the troubleshooting and I've just factory reset my puck but it still has the same error. Ive seen sky order to escalate to a chat but doubt that will help. Just fix it sky.

Re: Amazon Prime and Sky Puck

Hunter2660 — Fri, 05 Jun 2026 18:29:33 GMT

To be honest I always used my Firestick when I had Stream. It was easier to keep track on what you were viewing as the Stream puck didn't add stuff from Prime to my playlist. (It didn't with me anyway).

Re: Amazon Prime and Sky Puck

MrsH2019 — Sat, 06 Jun 2026 18:35:06 GMT

Currently having this exact same issue! But when speaking to sky they've said they're not aware of any other issues, well the posts on this thread alone speak for themselves! This hasn't worked on one of my pucks for 3 days now, but works fine on another puck in another room further away from the router! At a loss as to how to fix it been passed from pillow to post! Even asked for an engineer visit or a new puck! Both requests denied as have to wait yet another 24 hours for an update!

Like other posts advise the app loads, I can view the trailers and the advert then as soon as the advert finishes it comes up with something went wrong!!

Has anyone managed to get this resolved yet??

Re: Amazon Prime and Sky Puck

Hunter2660 — Sat, 06 Jun 2026 20:58:35 GMT

Interesting. Is there anyone with ad free Prime having the same issue. It seems the Stream puck has difficulties with inserted ads on a lot of the apps.