Prime Video app error/buffering

The prime video app is extremely slow to load and every session loads with a “something went wrong” error and you have to exit and reload every time and sometimes twice. My internet connection is stable and this doesn’t happen with any of the other x1 apps. Is this a known incident?

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XfinityMarcus

Official Employee

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1.9K Messages

19 days ago

user_epr7y1 thank you for using the Xfinity Community Forums page to reach out today. Let's get your Prime Video app up and running without issue. I use this app all the time, especially when trying to enjoy live games on Thursdays. Luckily, you are connected to the Xfinity Forum team and we resolve connectivity concerns with ease!

Firstly, can you confirm for me is this issue only happening when attempting to use prime through the X1 box? For example, if you load the app on another device such as a smartphone, do you still come across the issue?

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user_epr7y1

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3 Messages

I do not. It only happens through x1 and usually when the ads are loading to run.

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19 days ago

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XfinitySeth

Official Employee

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581 Messages

Gotcha okay thank you for confirming! Up to this point have you tried manually power cycling the X1 box via unplugging it briefly to see if that improves the app's performance at all?

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19 days ago

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user_epr7y1

Visitor

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3 Messages

13 days ago

Yes, power cycle, finger tight connections, reboot gateway, newer box, different active outlet attempts. It’s the regional ads that are freezing on load.

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XfinityMarcus

Official Employee

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1.9K Messages

user_epr7y1 thank you for confirming the steps you have taken thus far. Let's get a closer look at things on our end, can you send me a direct message with your full name and complete service address to get started?

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11 days ago

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X1

user_epr7y1

Prime Video app error/buffering

XfinityMarcus

user_epr7y1

XfinitySeth

user_epr7y1

XfinityMarcus

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