Amazon prime

[Eddie+George+c]

Ever since we changed our Broadband provider to Sky we have been having problems with Amazon Prime. There is a black bar at the top and bottom of the screen which makes the film unwatchable and quite often the little wheel goes round and round and nothing loads at all.

I have tried the Sky "bot" and got nowhere at all!

I have contacted Amazon and the TV manufacturer and have been told it is a problem with the Sky box, but can't seem to get through to anyone real to speak to. Any advice please?

[JPR007]

@Eddie+George+c It won't be a broadband issue as that has nothing to do with the aspect ratios of steamed content. 

Assuming you are using a Sky box, it'll either be an aspect ratio in settings, or it's a setting on the TV. What is it you're watching that you notice the issue?

[Eddie+George+c]

I try to watch a film on Amazon Prime using the Sky app. I get thick black letterbox lines at the top and bottom of the screen. It is the same problem if I go through the TV app.  I can't see where to change the ratio settings on the TV or the Sky box.

[Outertrial]

Are you sure it's not just the normal letterboxing? 

Can you take a photo? 

You can change the screen resolution but that's for everything.

https://www.sky.com/help/articles/changing-the-screen-resolution-setting#:~:text=Press%20Home%20on%2....

[Chrisee]

@Eddie+George+c Amazon Prime like most services these days show movies as the director intended.  Most movies are shown on wider screens than your TV has. These are typically 2.35 wide to 1 high while your TV is 1.78 to 1 so you need a black bar at the top and bottom to fit.

Some TV channels use a system where they chop off either side of the movie picture to fill the screen but this means you miss some of the action. Most people prefer putting up with black bars and see all of the movie picture so this is getting rarer.

Some TVs but no means all can stretch or chop the picture if the viewer prefers, look for a control called aspect ratio.

[Eddie+George+c]

Here is a photo of the screen

[Outertrial]

And when you go back to the menu, is it still letterboxed?  Or is it just films? Do all shows have the same letterboxing or do the dimensions change?

[Eddie+George+c]

The letterbox problem is with Amazon prime and Netflix. The letterbox demensions is different on each film and when I go back to "normal" TV there is no letterbox.

[best+of+the+best]

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@Eddie+George+c wrote:

The letterbox problem is with Amazon prime and Netflix. The letterbox demensions is different on each film and when I go back to "normal" TV there is no letterbox.

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Hi @Eddie+George+c what films are you watching with Prime and Netflix as I can't make out the film from your screen shot

[Richardr1]

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@Eddie+George+c wrote:

I try to watch a film on Amazon Prime using the Sky app. I get thick black letterbox lines at the top and bottom of the screen. It is the same problem if I go through the TV app.  I can't see where to change the ratio settings on the TV or the Sky box.

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If it is happening on both the Sky app and the TV app it won't be down to Sky or the Sky box.

Is normal content - i.e. TV channel content - fine from either the Sky box, and if you have an aerial attached, from the TV's tuner?

[Eddie+George+c]

Many thanks for all the help. I has been sorted now. Thanks again!

[Invisiblename]

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@Eddie+George+c wrote:

Many thanks for all the help. I has been sorted now. Thanks again!

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For the sake of others, can you explain how it was sorted?

[Eddie+George+c]

I contacted the TV manufacturer and they replied with a phone call explaining that it is just the way Amazon and Netflix put their films out and that there is nothing I can do to change it on the TV.

Even though friends of ours have Amazon and Netflix with no problem!  

I guess we will just have to put up with it!

[best+of+the+best]

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@Eddie+George+c wrote:

I contacted the TV manufacturer and they replied with a phone call explaining that it is just the way Amazon and Netflix put their films out and that there is nothing I can do to change it on the TV.

Even though friends of ours have Amazon and Netflix with no problem!  

I guess we will just have to put up with it!

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Is it possible to actually tell us which films you are watching seeing as it's been asked twice and you can't make out the film from your screenshot @Eddie+George+c I have no issues with Amazon or Netflix unless the film is shot in that Aspect Ratio if the bars are annoying for me I change the aspect ratio from my TV's picture settings but in most cases I don't need to change anything as it doesn't bother me.

[Eddie+George+c]

The film was On The Line with Mel Gibson.