Amazon Prime Video on SmartTV

I too have had one heck of a time trying to figure out this problem! Up until two months ago every thing worked great on my 65” Sony Bravia! Purchased in January of 2023. I have spoken with Sony, T-Mobile, and Prime Video going thru their troubleshooting to no avail! Sony said I needed to go from IPV6 to IPV4, of which T-Mobile will not do! My IPads, LG Tv work fine. The Sony takes forever to load PV. Once to the Home Screen nothing past that will work, it, try’s to load and then the “ Oops Something Went Wrong”. Over and over nothing I did helped. Until…..I used my Fire Stick or Apple TV unit! It loads and streams as usual!

Here’s the rub! Why must I be forced to use another piece of auxiliary add on just to watch Prime Video?  Sony, Prime Video, and T-Mobile should know the problem and join together and solve it! Sony makes a great TV but why load an App from the factory that is not working! Every other App works great with no problems! Seems like a software update or patch from someone could fix this problem! 
 

Don’t mean to harp but I have spent countless hours trying to fix the problem to no avail so it will run on the TV as designed. I will continue to use my Apple unit or Fire Stick to watch Prime Video until someone does what they should and correct this! 

rontom wrote:

Thought I would weigh in on this topic since I have the same problem with TMHI and Amazon Prime video. The prime app will load (slowly) but refuses to play videos (or trailers). My set up is tmhi Sagemcom gateway, TCL smart TV, and I just got the new Onn 4k pro streaming box. Everything works except Amazon. The Sony TV in the bedroom has a Google chromcast and it does not play videos on Amazon Prime either. Please TMO try and solve this problem, it's for real. 📺

Instead of waiting for a fix, you might do what others suggest and get a cheap Fire TV stick and use that to stream Prime Video.  Also, you can connect to Prime Video on your PC or cell phone and cast it to your Sony TV, after setting up casting. 

I am doing that now with Tubi TV, since their latest update made their app incompatible with my Sony Bravia.  I bring up what I want to watch my desktop or Moto cell phone and cast it to my TV.  The Sony remote even works in pausing, FF, RW and stopping what I am watching. 

P.S. An odd thing I discovered today . . . I turned off my cell phone, in the middle of a show, to disconnect from Tubi, but the show continued to play on my TV even after my cell phone was off!  Someone please explain how that could be. :)

Thought I would weigh in on this topic since I have the same problem with TMHI and Amazon Prime video. The prime app will load (slowly) but refuses to play videos (or trailers). My set up is tmhi Sagemcom gateway, TCL smart TV, and I just got the new Onn 4k pro streaming box. Everything works except Amazon. The Sony TV in the bedroom has a Google chromcast and it does not play videos on Amazon Prime either. Please TMO try and solve this problem, it's for real. 📺

I am experiencing the same issue - all apps EXCEPT Prime Video play on Sony Bravia smart TV when connected to TM Home Internet (TMHI) but will play when connected to TM Hotspot.  I have 2 Sony TV’s and PV will not play on either but all other apps will.  I have also connected to the PV app on my Samsung Galaxy S22 Ultra phone via TMHI WiFi with no issues and my husband connects same on his Galaxy table with no issues.  After troubleshooting with Sony, I was convinced it was strictly a TMHI conflict but since the PV app works on these 2 other Android devices, I am back to it must be a Sony TV issue and/or TMHI.  Both Sony and TM want to point fingers at the other one rather than helping their customers solve this issue which many users are experiencing.

I have the Arcadyam KVD21 Gateway and a Sony Bravia TV, all connected to an eero 6+ router system. I have never had any problem with the Prime Video app on the TV.  It’s the Apple TV app that won’t work.  Constant pixelating problem!  Can’t watch anything.

this seems to beissue calll me adam urango

@Marion There does seem to be an incompatibility specifically with the Prime Video app on Sony Smart TVs with T-Mobile Home Internet.  There are several discussions here about it, and I have suggested before (though not on this particular thread) that the fix is to use a Firestick or Roku.  I’m glad that you found that works for you, and that you posted here.  Returning the TV won’t really make a point.  It will get resold as an “open box” or possibly refurb item.  The programmers will never know why you returned it.  If the picture is great, that is what matters!  The TV’s OS will eventually be outdated, but can always be replaced with a current external streaming device.

As mentioned above, the issue seem to be that the Gateway defaults to IPv6 protocols but Prime ONLY uses IPv4. 
The solution is to set your home network router to use IPv4 and not v6. This cannot be set on the Gateway. 

If you aren’t using a home router and the Gateway is your internet wireless device, your only option is to use a device like a Roku or Apple TV instead of your smart TV for Prime. 
Other streaming services such as Disney, Netflix and Hulu work with the Gateway and the IPv6 configuration. 
It’s an issue that either Prime or T-Mobile will have to fix. 

Just replaced my LG OLED with the Sony XR 65 A90J

same problem as mentioned above - no Amazon Prime - the App was running out and did not connect.

tried  everything !!  except hard wire changes !!  After two day of searching and wasting my time, I tried the new Fire stick, what I bought 4 weeks ago for my older Sony Smart TV from 2014. 

Guess what - Amazon prime is working and all the other Apps via the Fire stick!!!  I do not really know, why!!

I am still thinking to send the new Sony TV back (to make a point) 

maybe this will help someone / somewhere 

Just replaced my original TMobile gateway with the new Sagemcom Fast 5688W Gateway and immediately had an issue with Prime video on my Sony TV. After trying everything under the sun to fix it, I found this thread mentioning the IPv6 issue. My solution was to configure my mesh router to disable IPv6 and hard wire into the network. Restarted TV and checked ethernet settings in the settings menu.

This immediately fixed the Prime issue. If I weren’t an IT guy, I’d not have even thought to track this specific fix down.

SOMEONE, either Sony or TMobile needs to fix this by having a setting allowing IP version selection..