Sky box always freezing when watching Amazon prime and Netflix

[Short-tee82]

I have checked all the service status and internet connections they're all on and working but when I'm watching certain apps on sky box they keep buffering then saying something went wrong, I just have no idea what else to do, can anyone help please 

[kop32]

Hi @Short-tee82 ,

Can you try the following.......

If you are using a UHD TV and Sky Q box then in picture and sound settings I had my default streaming set to Auto,switched it to UHD still had the issue but as soon as I switched to HD then Amazon Prime worked perfectly.

[charlottelouise]

My prime is always lagging on Sky Q and I am so crap at tech stuff so I don't understand all the jargon responses. . Sorry. . Should I just stop subscribing or is there any way I can fix this please. . 

[Dallen9798]

@charlottelouise 

As my colleague above said, that would probably fix it.

We can appreciate you don't understand jargon but sky can't fix everything sometimes its the customers TV and many other factors not the Sky Q Box.

[FullThrottle]

Hmm.  These answers seem a bit of a cop out.   I have the same problem.  Sky Q buffering every 5 minutes for UHD films on Amazon Prime.  Luckily I have Amazon Prime app on my TV.  I switched over to that - absolutely no problem.  Perfect UHD picture and no buffering or glitches at all.

This tells me it is nothing to do with the TV or my broadband.   It is 100% a problem with the Sky Q service.   Is there a more honest and helpful answer to this problem?

[Brian4258]

Agree. The Q Box is flaky. Amazon Prime movies are a nightmare to watch via the Q Box. My old Sky box never had this issue. Must be a software issue that Sky are unable or can't be bothered to fix. I have fibre broadband with a 150 download speed, so it can't be that. Thinking of sacking Sky off. 

[Chodley]

---

@kop32 wrote:

Hi @Short-tee82 ,

Can you try the following.......

If you are using a UHD TV and Sky Q box then in picture and sound settings I had my default streaming set to Auto,switched it to UHD still had the issue but as soon as I switched to HD then Amazon Prime worked perfectly.

---

"Just use a worse picture" is not a solution.

Most likely it's flakey wifi in the Q causing it.

[kop32]

---

@Chodley wrote:

---

@kop32 wrote:

Hi @Short-tee82 ,

Can you try the following.......

If you are using a UHD TV and Sky Q box then in picture and sound settings I had my default streaming set to Auto,switched it to UHD still had the issue but as soon as I switched to HD then Amazon Prime worked perfectly.

---

"Just use a worse picture" is not a solution.

Most likely it's flakey wifi in the Q causing it.

---

TBF I never said it was a solution but purely a work around to be able to watch it, and as for the flakey WiFi  well my system is fully wired... but I get your point👍

[NUGGS]

Same as others. 

Fine on my TV, crap through Sky Q with buffering and all sorts. 

Tried reboot etc but no different 

[Justin9]

Hi 

Ive had several issues with sky in the last few months and never before that for 24 years 

I have had the same issue with prime on sky q and noticed some one said to watch it through the app on your tv 

I have done that and it works perfectly in UHD HDR10 so it is definitely sky q that has an issue 

[best+of+the+best]

---

@Justin9 wrote:

Hi 

Ive had several issues with sky in the last few months and never before that for 24 years 

I have had the same issue with prime on sky q and noticed some one said to watch it through the app on your tv 

I have done that and it works perfectly in UHD HDR10 so it is definitely sky q that has an issue 

---

Sometimes the Prime app on my LG tv doesn't work same with Netflix but both apps will be working perfectly on the Sky Q box

So it doesn't always mean the Sky Q box has an issue.

[afp208]

Hi,

I'm also getting this buffering/"something's gone wrong" issue while watching "Wheel of Time" in UHD on the SkyQ Amazon Prime app. The amount of buffering varies by episode but it is not obvious whether this is episode related (UHD encoding bit rates?) or to when I watch (after 10pm - normally one episode per evening) or something else. The SkyQ box is wired to the fibre router which provides a 300Mb/s internet feed. 

Switching to the LG Amazon Prime app on the TV solves the problem for me. The TV is connected to the router over WiFi.

Since I often watch Formula 1 from the Sky F1 UHD channel during the season for 2-3 hrs straight without ever suffering a buffering problem I wonder whether the issue is more likely to be with the implementation of the SkyQ Amazon Prime app - perhaps an issue with server connection or with how its feeding the SkyQ box?

Regardless, it looks like this problem has been running for a while and I suspect many more people have experienced it than the size of this thread suggests and have opted for one of the workarounds.

It would be great if someone from Sky support could give an indication of whether this issue is being actively investigated and, if so, what the current status is.

[xenon81]

I've always found the Amazon app on Sky Q to suffer with buffering when playing UHD,, My box is connected via ethernet to a 500Mb Virgin Media connection. Other apps on Sky are fine. 

[COLBY2467]

I'm having the same issue with Amazon Prime video regularly buffering and sometimes crashing whilst being watched through SkyQ box.

Have tried the switching boxes off/on again to no avail. Superfast fibre broadband with 160 Mbps download.

[kcanham]

I am experiencing the same problem with Prime and Netflix apps via Sky q, this has recently happened after the update where options for the  colour of the background on the TV guide can be changed to black rather than blue. This I don't believe causes the picture problems it's purely to set the timescale. If I watch either of them through the apps on my Samsung TV the problem disappears completely and this has been for the last few weeks. Hope this helps.