Amazon Prime Buffering

@XfinityRay​ Cable box prime app. I don't notice other issues while streaming other 3rd party apps

3 days of buffering on amazon prime movies.Unable to watch movies.

what do I need to do to fix this problem?

Thanks for letting me know this is the app through the cable box and not happening on other apps, @user_305e11. I also see @user_c5a1e3 is noticing this during other programming in the app as well. If you or anyone willing to try in this thread, exit out of the Netflix app, press the A button on the remote, and select Reset Netflix does that resolve the problem? You will need to sign in again if you try this step. 

Hi @Jimclark51

Thank you for letting us know you are experincing these issues with Amazon and also the steps you have taken to resolve this concern. I would be happy to review our next steps and work with you to get this resolved! Please send me a Direct Message so that I can gather some account details. 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the “chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

Hello @user_305e11! Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

Hi @user_498d3b

I appreciate you letting us know you are experincing the same issues. We want to be sure to help get this resolved. Please send me a Direct Message so that I can gather some account details. 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the “chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

Hello there!
We're sorry to hear that you're also experiencing some trouble with the Prime Video app, that's where I watch Grand Tour! So I'd be in quite the pickle myself too if this were to happen.

We appreciate you taking the time to reach out and bring this to our attention!
May I ask, are you attempting to watch the app using a device such as one of our TV boxes, or perhaps attempting to stream it via your Xfinity network there at home via another device with the downloaded app, such as a roku, firestick etc?
There types of questions will help us determine whether it could perhaps be the network itself, or even just the application functionality! 

We look forward to helping! 

Hello, I didn’t see a response to this question. Or any of the others like it. Like other users I too am experiencing ONLY Amazon Prime taking a long time to load and buffering while watching episodes or movies on it. I do not experience this with Netflix, Hulu, or Peacock. It’s only on Prime. And its on multiple tv’s each connected to separate cable boxes. I’m watching the Prime app through the Xfinity cable box. I restarted the cable box and replaced all the HDMI cables with Ultra Premium High Speed cables and still have the same issue. It’s so bad sometimes that it will display the message the show can’t be played right now.

What is the next step in troubleshooting this issue? Is there a cable box equipment, firmware, or router upgrade available? The box I have is XG2v2-P. Thank you.

Thank you for reaching out to us here today @user_a7bca7. Have you also run through the troubleshooting step on the Xfinity app as well? In order for me to check on your cable box I would need you to send me a direct message with the full name and complete address for your service. 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

   Type your message in the text area near the bottom of the window

   Press Enter to send it