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Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 8156
Experience:  B.Sc. Computer Science with Honors
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Amazon prime member just installed new bt tv box i cannot

Customer Question

amazon prime member just installed new bt tv box i cannot watch prime tv because message tells me to create an account which I have already.
JA: What's the brand and model number of your TV? How old is it?
Customer: Samsung led tv Model No UE40C6000RKXXU. About 10 years old
JA: Does the TV menu work? Do you have the same problem on all sources/inputs?
Customer: The tv remote switchs on and off only. Then the bt remote works the menu.
JA: How long has this been an issue with your UE40C6000RKXXU? What happened right before this?
Customer: We have just installed a new box today
JA: Is there anything else the TV Expert should know before I connect you? Rest assured that they'll be able to help you.
Customer: We changed the bos because we were having sound problems. It is only amazon prime thata we cannot access
Submitted: 10 days ago.
Category: Computer
Expert:  Michelle replied 10 days ago.

Hello and welcome to JustAnswer. I'm Michelle and I will be assisting you today.
I will try my best to assist you.

If I understand, you are facing problem with amazon prime app on the TV. Is that correct?

Expert:  Michelle replied 10 days ago.

Try these steps below:

Press the Home button on TV
Open the 'Players and Apps' section of the BT TV menu.
Then select Prime app and once Prime app opens choose the sign in option
Then enter your amazon account email for username and password ***** sign in
Once signed in, you will be able to view content on Prime