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1 Message
Amazon prime app on x1 says internet connection error
I have signed in when I try to play anything on amazon prime. I get a internet connection error.
Netflix, YouTube, pandora all work no problems.
Amazon prime Leo’s saying no internet connection but I signed in a can look at what is playing
Netflix, YouTube, pandora all work no problems.
Amazon prime Leo’s saying no internet connection but I signed in a can look at what is playing
Accepted Solution
XfinityKenF
Official Employee
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8K Messages
5 years ago
Hey All, you have to post publicly before you can private message anyone. That is not an error or glitch--private messaging in the forum is working as intended. Please send me a message if you haven't already.
We ask that if you are experiencing an "internet connection error" when using Amazon Prime Video to please reply to this post with images of the error message you are experiencing so we can understand if we can assist or if you need to contact Amazon directly.
Side note, if you are using the Kid Zone feature of X1 and try to launch an Amazon Prime asset and the error appears (connection error), this is a known issue. We are working on resolving that handoff error. If you are not using Kid Zone to launch Amazon Prime content, that is different altogether-- please send me or ComcastMorgan a private message if the latter is your case. Most likely we will need to update your box or get you a new one.
Thanks in advance for your continued patience as we work on getting this fully resolved.
KenF
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Pamelabrown805
New Poster
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1 Message
5 years ago
Im having the same issue but only one one tv which has the master box to the house which is strange. The same movie works fine on the other boxes and they are the wireless boxes. I tryed to log out and log back in to amazon prime but to no avail. Could be a glicth that will soon be addressed.
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Rustyben
Expert
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24.6K Messages
5 years ago
on the set top box connected TV that does not work, does the Youtube app work? using your voice control say "about". what is the line to right of STV version?
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Withrockb
Frequent Visitor
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6 Messages
5 years ago
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distelr3
New Poster
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2 Messages
5 years ago
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benbassett
New Poster
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2 Messages
5 years ago
My STV Number is : PXO13AN_3.2p10sl_PROD_sey.
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benbassett
New Poster
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2 Messages
5 years ago
I am having the same issue with my Amazon App on the Main Box. Both Netflix and YouTube work perfectly, and I am able to browse Amazon. The connection error is only when you try to play a video. My STV Number is :PXO13AN_3.2p10sl_PROD_sey.
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mblueeyesr
New Poster
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4 Messages
5 years ago
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Lleslie72
New Poster
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1 Message
5 years ago
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Rustyben
Expert
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24.6K Messages
5 years ago
you will need to call 800-comcast and select tech support and let them run their tests for 'internet' access by your xg1 version 3 DVR.
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Jdriggers
New Poster
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1 Message
5 years ago
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jbriang
Frequent Visitor
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7 Messages
5 years ago
This problem seems to remain unresolved. I have not been able to view content on Prime Video on my main DVR box for over 2 months. Works on upstairs box. Netflix works, no problem. I can view Prime Video on my iPad fine.
Comast should at least replace the “Internet Connection Error” with an “out of service” message so subscribers don’t mistakenly believe this is a problem with Amazon or their internet service, which clearly it is not.
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Rustyben
Expert
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24.6K Messages
5 years ago
would you use voice command "about"' on that TV and reply with the rest of the line after STB version... ?
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jbriang
Frequent Visitor
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7 Messages
5 years ago
MX011AN_3.3p6s2_PROD_sey
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thelonious781
New Poster
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1 Message
5 years ago
I had the same exact problem as you and the others on this thread. After trying Xfinity chat support and phone support and multiple DVR resets, I finally decided to replace by XG1v3 DVR. I went to my local Xfinity store today and got the latest model XG1v4 DVR and now Prime Video finally works again. The Sales Consultant there was excellent. He also gave me the latest non DVR boxes as replacements for the older ones on my other TVs and changed my plan to save me more than $20/month.
Hope this helps to end the frustration. Good luck.
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