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Josh, Customer Service
Category: TV
Satisfied Customers: 33488
Experience:  dasdasd
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Cannot get amazon prime keeps saying no internet access,

Customer Question

Cannot get amazon prime keeps saying no internet access
JA: Just to clarify, what device or product are you trying to access?
Customer: Amazon prime on my Sony television
JA: What Sony model do you have? How old is it?
Customer: Sony KD-55xE8396
JA: Does the TV menu work? Do you have the same problem on all sources/inputs?
Customer: ni only on prime video and youtube NETFLIX is ok
JA: How long has this been an issue with your KD-55XE8396? What happened right before this?
Customer: just started last night tried switching off at mains tried switching off router but am getting internet on phone and ipaf
JA: Anything else you want the TV Expert to know before I connect you?
Customer: can’t think of anything else but I was hoping to watch the tennis!!!!
Submitted: 12 days ago.
Category: TV
Expert:  Josh replied 12 days ago.

Hi! My name is ***** ***** I will be assisting you today. Please note that the steps below may not resolve the issue initially but I am happy to assist you further if necessary.


Unplug the power cord to your TV

Wait 10 minutes

Plug it back in and power on

Wait 5 minutes

Check to see if your issue continues and let me know the results

Customer: replied 12 days ago.
Did all that no appreciable improvement seems that the problem lies with the smart tv and hsve spoken to the retailer from. Whom I bought the tv in 2017 so it is still under warranty and was advised to phone Sony on Monday they gave me the same advice you have given but they didn’t charge me five pounds so I think a Refund is applicable don’t you
Expert:  Josh replied 12 days ago.

Refund request sent

Customer: replied 12 days ago.
No thanks hopeless
Expert:  Josh replied 12 days ago.


Customer: replied 12 days ago.
Expert:  Josh replied 12 days ago.

Refund request sent