Yet another Sky Glass and Prime Video Problem

[Ugly]

I have had Sky Glass for a couple of years.  I have several subscriptions, including Prime Video.  Everything was working fine until about a week ago when Prime started stalling, buffering and crashing.  Now, 19 times out of 20 it won't play anything and on the rare occasion it does, it constantly pauses to buffer then crashes.  All of my other streaming services work perfectly.

I have done all the obvious things several times. Turned TV off and on at the wall.  Signed out of Prime and back in. Signed out, turned off TV at wall, turned on and signed in. Rebooted broadband router (several times), refreshed apps (several times).  I did a factory reset of the Sky Glass and it made no difference.  Nothing works.

It works fine if I try to watch something on my iPad or desktop PC.  It also works using a Fire Cube on another TV in a guest bedroom.  The problem is purely on Sky Glass.

I have had a fruitless discussion with Amazon Customer Service where, despite listing everything I have already done, they ask me to do it again so that the chat will time out and someone else can pick up the problem.  They say they'll ask their technical people but that's a promise I douby will be kept. They asked me to ask Sky, but I am pretty sure I have read in other posts that Sky say talk to Amazon.

Any ideas?

[ThePope27]

Hi @Ugly 

Try turning your broadband off for 10 mins and then turning it back on, hopefully you'll get a new external ip address just incase the current one is blacklisted or something of the likes.

[Ugly]

Thanks for the suggestion. Turned it off for 45 minutes. No effect.

[Ugly]

I found something else to try - which didn't work.  I signed out of Prime then turned Sky Glass off at the wall and left it 30 minutes. While it was off I deregistered the device via the Prime Video Account and Settings tab within the PC browser.  When I turned Glass back on at the wall and logged in to Prime Video ... still doesn't work.

Does anyone know a way to contact Sky's technical people without having to go via someone who will plough through a script of do this and do that, all of which I have done many times already?  The help pages just take me through endless loops of having to follow troubleshooting guides that have more to do with other Sky products than with Glass and end up at "try the community".

[Ugly]

I phoned a Sky expert and the result is that sometimes I can launch a Prime programme if I add it to the playlist and launch it from there. It doesn't work every time though. The expert (Charlie) said it looks like I will have to wait for Amazon to do a routine update on the app.  My issue is not reviously known apparently.  Seems like I have taken this as far as I can.   Thanks to all who read and to Pope for the suggestion.