Amazon Prime and Sky Puck

[bpwilliams72]

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. 

[-Heather-]

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 
 

[Guest1]

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! 

[CarelessCoder]

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. 

[lainys]

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
 

[esfindlay]

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.

[Jen_out_of_Jen]

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
 

[Guest1]

What is the solution as the problem is still

here and starting to be ridiculous!?

[bpwilliams72]

I messaged but noone has bothered responding. 

[Hunter2660]

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.

[bpwilliams72]

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. 

[Hunter2660]

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

[F4RR]

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

[bpwilliams72]

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

[F4RR]

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

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