Regular Visitor
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7 Messages
Why is the Amazon Prime App not working on our Comcast X1 Box? Do you know?
https://www.youtube.com/watch?v=nSiruGsgSKY&t=5s
Here's the set-up: Samsung 2015 TV (non-smart) going to brand-new Comcast X1 Box. Software is updated every day on X1 Box. X1 Box is connected to the TV using the proper HDMI cable. The X1 Box and the TV have been unplugged for several minutes and then plugged back in. The remote is brand new and batteries have been tested. Amazon Prime membership is up to date and good. I logged out of the Amazon Prime app and then logged back in with a new passcode generated by Amazon's website. The Samsung TV's software is up to date. Even the Comcast service person sent out to the house couldn't figure out what was wrong. Amazon is saying it's a Comcast problem. And vice-versa. Neither Amazon Prime programs or pay to rent programs work when you click play. It's random what will play when we click on it. All of this started at about the beginning of September 2020. What the heck is going on? Thanks in advance for any help. And yes, that is a chonkified English shorthair cat behind our TV.
bgdivrs_elmnts
Regular Visitor
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4 Messages
4 years ago
It seems full functionality has been restored. Credit where it's due. Thanks to support, and I hope those still experiencing problems see resolution soon.
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Streamlinemod
Regular Visitor
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7 Messages
4 years ago
Yes, it seems to be working.
But why did it take two months to fix? And why did Xfinity waste all of our valuable time not admitting they had a problem? I spent hours trying to fix this and even switched out my box at the store upon their recommendation. And all along they knew they had a problem.
Super big customer service FAIL.
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XfinityGabriel
Official Employee
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1.9K Messages
4 years ago
Hi! Thank you so much for your time spent in reaching out to Comcast on our forums page! I am sorry to learn about the Amazon Prime app issue and the delayed resolution. We understand that your time is valuable and want nothing more than your experience to be our number one product! You have reached a perfect team of expert specialists who are diligent in helping our awesome XFINITY family members with issues such as this! We will do all that we can to make this right! To get started, please feel free to send us a private message by clicking on my handle “ComcastGabe” with your name and full address so we can help.
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cablejlb1
New Poster
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1 Message
4 years ago
I am having the same problems with prime video app on all xfinity boxes. It has been this way for 2-3 months now. I have exchanged the main X1 box for a new one, restarted, de-registered, re-registered etc. Still not working. When I de-register the X1 box and restart, I sign-in on prime app and enter the given code in my Prime account. Then TV (X1 box) says: "Something went wrong. Unable to load profiles at this time." I click "OK" and get error code 1060.
I have gig speed internet and good cable signal on the X1 box (and all boxes). All other apps (Netflix, Hulu, HBO Max are working fine with no issues). I can stream prime video just fine on my computer or mobile devices, but none of my xfinity boxes (X1 main and 3 sattelite) will work. All boxes get the same error when re-registering. I have even tired diconnecting all the smaller boxes and just use the main X1. Even moved X1 box to different rooms with same results. Please help. Thanks.
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pllacey
New Poster
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1 Message
4 years ago
Very frustrating that both the Prime and Netflix problem continues. It's as though the X1 box is being beta-tested in real time by the subscribers. I have read all of the threads and executed all of the prescribed resets etc. and still no go. Ironically my low cost Roku stick is looking like a better value in 2021. That said, if this problem persists I will be terminating my service.
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user_13a284
Visitor
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1 Message
4 years ago
Has there been any solution? I just received a new cable box X1 and the
prime app will come up, but when I click to play a video it gives the error message that something went wrong. The box I just replaced had no such issues. What is the fix???
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