topic Re: Something went wrong message in Sky Q

Something went wrong message

Nick298 — Sat, 27 Jun 2026 19:17:56 GMT

We recently had a new mini box installed and ever since Prime Video isn't working properly. I've logged in, it recognises me but when I go to play a video it comes up with a message which says 'Something went wrong. Please try again later. For more help visit Amazon.co.uk/videohelp. I've tried everything in sky and Amazon but can't find anything to fix it and having absolutely no joy finding any phone number to ask someone. We pay for no adverts on prime as well so it's very frustrating we haven't been able to watch it for 2 weeks now! Any help would be amazing

Re: Something went wrong message

nigea99 — Sat, 27 Jun 2026 20:46:10 GMT

@Nick298 wrote:

We recently had a new mini box installed and ever since Prime Video isn't working properly. I've logged in, it recognises me but when I go to play a video it comes up with a message which says 'Something went wrong. Please try again later. For more help visit Amazon.co.uk/videohelp. I've tried everything in sky and Amazon but can't find anything to fix it and having absolutely no joy finding any phone number to ask someone. We pay for no adverts on prime as well so it's very frustrating we haven't been able to watch it for 2 weeks now! Any help would be amazing

hi @Nick298

If you haven't already done this, please may I suggest you do a power down restart (unplug or switch off at mains) of your Router, main box & mini in that order (waiting for each to restart before doing the next)

Re: Something went wrong message

Nick298 — Thu, 02 Jul 2026 19:10:01 GMT

Thanks for replaying. I've tried this it it's still coming up with the error message. It logs me in it can see where I last watch something, but as soon as I click 'resume' and after I enter the on (it's for Clarksons Farm - or anything on Amazon Prime') it says something went wrong. It's fine when I watch on my iPad so I think it's something Sky related. It's been ever since we got the new mini box. I wonder if something is wrong with the mini box. No idea how I actually contact Sky to tell them. Thanks very much for responding though

Re: Something went wrong message

DaveDrizen — Thu, 02 Jul 2026 20:08:19 GMT

@Nick298 wrote:
We recently had a new mini box installed and ever since Prime Video isn't working properly. I've logged in, it recognises me but when I go to play a video it comes up with a message which says 'Something went wrong. Please try again later. For more help visit Amazon.co.uk/videohelp. I've tried everything in sky and Amazon but can't find anything to fix it and having absolutely no joy finding any phone number to ask someone. We pay for no adverts on prime as well so it's very frustrating we haven't been able to watch it for 2 weeks now! Any help would be amazing

Have you tried completely loving out of your account and then loving back in?

Re: Something went wrong message

DaveDrizen — Thu, 02 Jul 2026 20:54:16 GMT

@Nick298 wrote:
We recently had a new mini box installed and ever since Prime Video isn't working properly. I've logged in, it recognises me but when I go to play a video it comes up with a message which says 'Something went wrong. Please try again later. For more help visit Amazon.co.uk/videohelp. I've tried everything in sky and Amazon but can't find anything to fix it and having absolutely no joy finding any phone number to ask someone. We pay for no adverts on prime as well so it's very frustrating we haven't been able to watch it for 2 weeks now! Any help would be amazing

What appears to be happing that you prime video app in not connecting to the prime server for some reason, Have check to see if if any of you other apps are working on your Sky box? Unlike some of the other apps on your Sky box is just third party app Sky don't have much to do with that app apart from make it available on there box, They don't even do the subscription you have do that direct with Amazon, as prime video is part of you account with Amazon. I have not used the prime video onmy Sky box for ages so I don't know if that works either , I can't check it at the moment as my wife is watching something on the Sky box. I normally use my Amazon fire stuck and that working fine. When I can I will see if my app is working on my SkyQ box There is Amazon forum that has a prime video section I just looked on there they have a section on ther for every device except a Sky box, unlike other devices you on the Sky box you can't uninstall and reinstall the app as if you could that may cure things .

Re: Something went wrong message

Nick298 — Thu, 02 Jul 2026 22:02:35 GMT

Thanks Dave. That is helpful. Yes, our other apps are working. I'll try the Amazon forum to see if it's something they can fix. Thanks very much