Amazon Prime app not working on sky stream!

[Paul+Boland]

This must be just a UK only issue

The Prime Video App works without any issues on my Sky Streams Pucks in Republic of Ireland

I just tested it and playback of content is working 

[Bascia]

prime is still not working on Sky. It shows ads then freezes with message 'something has gone wrong'. I need to watch my shows. When will this finally  be resolved? 
thank you 

[Allan95]

Hi there, 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
 

[Janette96]

This is exactly what happens with mine via the puck in my bedroom! The other pucks are fine it's driving me insane, it's been a couple of months now of phone calls & resets, no contact from sky, it's not an Amazon issue in my opinion because the other tv's/ pucks are fine! I'm so frustrated with sky!!!!

[ShazzaDazza]

Yes it's in my bread room as well. The one in the living room works as normal. It will play adverts and previews.

[Paul+Birkett]

This issue seems to have been known about by Sky and Amazon for some time. I wonder then why I just spent 1.5 hours on the phone to Sky going through all the resets, refreshes, signing ins and outs that I did myself yesterday? I wonder why I was told there were no known issues? Until eventually, when a senior technical employee was called up, an Amazon Prime/ Sky puck software compatibility issue was given as the reason. Customers deserve better information. Surely either Sky or Amazon or both could push out a warning that this problem might happen? Poor service.

[Bascia]

Thanks for message/ update, so they still couldn't get it to work I presume, senior technician couldnt resolve? 

[Paul+Birkett]

I've just been told in Sky live chat to do 2 factory resets as this seems to resolve the issue. Someone else on this thread did report that this worked for them. It's a nuisance because you have to sign back into all your apps but I will give it a go - tomorrow. I'd like to watch some TV now instead of trying to fix a viewing problem 🤪. If it is a reliable solution, why don't Sky tell their customers?

[Gincap]

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@Paul+Birkett wrote:

This issue seems to have been known about by Sky and Amazon for some time. I wonder then why I just spent 1.5 hours on the phone to Sky going through all the resets, refreshes, signing ins and outs that I did myself yesterday? I wonder why I was told there were no known issues? Until eventually, when a senior technical employee was called up, an Amazon Prime/ Sky puck software compatibility issue was given as the reason. Customers deserve better information. Surely either Sky or Amazon or both could push out a warning that this problem might happen? Poor service.

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It never happens, there's always a looking into post by a Sky employee and they then mark the thread as answered regardless and that's that job done 🤔

Then when and if there is a resolution nothing, no announcement just keep it quiet. Bonkers!

[ShazzaDazza]

Please let us know if this works 

[CarysMenna]

It's the 28th of July 2026 and from what I can see this issue of not being able to watch Amazon prime through Sky streaming has been going on for weeks. I changed over to streaming a couple of weeks ago and no one told my there was an issue.  I had initially (I say initially I watched one show to see if it's working) been able to watch Amazon through the sky puck but now I can get to the home page scrol select a show then...... I get the circle of death ..... nothing not even an error message. Have tried all trouble shooting suggestions still nothing ...... come on Sky and Amazon you need to stop bickering and start sorting!!!! Your paying customers are getting impatient and wanting answers!!!!! Stop fobbing us off with answers messages.  that does not resolve the issue. 
looking forward to being able to watch prime asap 

[Paul+Dray]

I don't have a problem watching stuff on the Amazon Prime app on Stream but I will say that compared to the other apps on Stream it is quite slow to respond to pausing, playing, rewinding/ fast forwarding etc. I've had it sometimes where I press pause and i can literally count to 5 before it actually pauses what I'm watching. Always just on Prime not on Netflix or other apps. Also occasionally it can get completely stuck or when you go back to the menu from a program or film the images take a good amount of time to resolve. Weird. I don't have these issues using the Amazon prime app on my apple tv device. So for me I'd say its glitchy software for the Sky Stream version of the  App.

[Paul+Birkett]

Having now done 3 factory resets of my puck I can report absolutely no resolution of this issue. I also spent the best part of an entire morning on live chat with Sky, to no avail. They were insisting that Sky were not aware of this being a widespread issue and that the issue was not a fault with the puck but down to Amazon's app. They failed to address all the evidence to the contrary. Look, it's not the end of the world, I can play Prime on another device. But we're paying for a service and it's incomplete.

[Gincap]

Part of the issue as mentioned previously, unlike Netflix, Disney, HBO etc. Prime and Apple TV are not part of the Sky package with Sky just carrying the services any subscription paid is direct to Amazon.

You are right if a service is being carried on the Sky platform then it should be a functioning one or what is the point.

Amazon priority is their own products cube, firestick their will to look into problems on Sky are perhaps flat and Sky is a carrier for the service and probably prioritise elsewhere.

Additionally the manner in which the apps on Sky are provided and streamed is also a factor.

The answer really is if Sky and Amazon can't be bothered to look into this and update customers on what is happening, it only takes a couple of minutes to make a post here, then walk away try a more stable platform.

[Sally98765]

I'm having the same issue - has a fix been found yet? It only seems to have happened since I was upgraded to fibre internet.