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Andrew Balfour
Andrew Balfour, Electronics Technician
Category: Electronics
Satisfied Customers: 1659
Experience:  Over 30 Years Experience!
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Why can’t I watch prime video now? It’s supposed to be on I

Customer Question

Why can’t I watch prime video now? It’s supposed to be on I have paid to watch season 5 of Chicago fire it’s just showing a black screen?
JA: What device has a bad screen?
Customer: My TV
JA: Are there any HDMI cables or A/V jacks (red, yellow, and white cables) plugged into your TV?
Customer: no it was okay yesterday now not working
JA: Was there a power outage recently?
Customer: no
JA: Anything else you want the TV Expert to know before I connect you?
Customer: no
Submitted: 16 days ago.
Category: Electronics
Expert:  Andrew Balfour replied 16 days ago.

Hello and Welcome to JustAnswer.co.uk

I would like to start by introducing myself, I am Andrew, one of the many experts on JustAnswer.co.uk with over 30 years of experience! I know it can be frustrating when electronics go wrong but from my experience, misconfiguration is usually the most common reason and with the right advice and guidance you can be sure to have them addressed. Please allow me a few moments to investigate the information you have logged with us today so that I can provide you with the information you need to have this matter addressed

Expert:  Andrew Balfour replied 16 days ago.

I have investigated the information you have provided and it sounds like you have a query relating to a television where you are getting a blank screen when using the Prime app. I would suggest this sounds like an application problem and I have come across something like this on various occasions, it's something that can be resolved by performing a power cycle and to do so, please see the instructions I have attached below.

  1. Power the tv off (Press the power button on the remote)
  2. Remove the power cable from the power source for 2 - 3 minutes and then proceed to reconnect it. 
  3. Power the tv on (Press the power button on the remote)
  4. Launch the Prime application and select something to view and let me know if that loads ok?

I hope the information provided today helps and if you have any questions or require any further assistance, please let me know and I will do my best to answer those!

Andrew

Customer: replied 16 days ago.
Still not working, telling me now no internet connection
Expert:  Andrew Balfour replied 16 days ago.

Can you try restarting the router, please?

Customer: replied 16 days ago.
Still saying the same message
Expert:  Andrew Balfour replied 16 days ago.

What is the error, please?

Customer: replied 16 days ago.
Internet Connectivity problem
Expert:  Andrew Balfour replied 16 days ago.

Do you have a network cable, it could be a problem with the WiFi Card.

Customer: replied 16 days ago.
Not sure not had this problem before
Customer: replied 16 days ago.
Why is it working on the fire stick ? It’s asking me to pay again for something I have paid for already
Expert:  Andrew Balfour replied 16 days ago.

They both have their own network cards.

Customer: replied 16 days ago.
It’s still showing the same message. It worked fine yesterday
Expert:  Andrew Balfour replied 16 days ago.

Do you have a network cable?

Customer: replied 16 days ago.
Not sure what one off those are, I am getting on in years and live on my own
Expert:  Andrew Balfour replied 16 days ago.

See attached, which is a network cable.

Customer: replied 16 days ago.
I have unplugged everything and plugged it all back in
Customer: replied 16 days ago.
I have in the back of the modem
Expert:  Andrew Balfour replied 16 days ago.

Is it long enough to connect to your tv?

Customer: replied 16 days ago.
Sorry it should work as it is I am not sure about moving cables from one box to the tv. I will wait until the virgin engineer call. Thank you anyway was the £5 a one off payment?
Expert:  Andrew Balfour replied 16 days ago.

All the best.