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Visitor

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3 Messages

Fri, May 13, 2022 3:48 AM

Prime Video Issue

Not able to login to prime video as it says problem occurred and check your connectivity

Official Employee

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287 Messages

11 d ago

Hi there, @User_SK654864 [Edit: Formatting]. Thank you very much for creating this post. We can definitely look into the issue you are experiencing with logging into Amazon Prime. Thank you for the information. This may be caused by the exposed line, however, since it is only happening at certain times of the day it may be caused by something else. Also, when you are experiencing these issues, do you have a game running in the background or are you sending this packets separately. Please keep in mind that packet loss is usually signals received and lost from your modem to the server you are trying to reach and 3% packet loss is normal when gaming and streaming.

Is it causing issues to the point where you are not able to play games? I also stream on Twitch and I would verify the loss and make sure that I change the bit rate in which I am streaming since I only use one PC for gaming and streaming, I need to make sure that I am not using the full bit rate as it can affect the game as well.

(edited)

Visitor

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3 Messages

7 d ago

Hi,

No.. we are not running any game in the background.

the app is stuck and even cannot restart the app or reinstall.

I tried to restart modem/flex.. but didn’t work

 thanks,

sujit

Official Employee

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280 Messages

Thank you so much @user_SK654864 for letting me know. Did you know that in the Xfinity My account app there is troubleshooting options that may help! It may ask to reset the Flex box once again but after it you are still having the same issue just let the app know and it will keep walking you through some more troubleshooting. It will even provide the option to set up additional tech support if it is not able to help you resolve the issue. Give that a try and let me know if it is still frozen.

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