Forum Discussion
Solved
Switching to Prime Video randomly
I'm not sure what to do about this, but for the last 3 days, Prime Video starts randomly. We have been watching recorded shows, with no one touching the remote, and Prime Video just starts. I don't have the app for it, we generally watch it on channel 424 when we want to use it. Every morning for the last 3 days it is on the opening screen for Prime when I turn the box on. I put it on 104 every night when I go to bed because I like to watch the news in the morning, but it has been on Prime for the last 3 days. I have only noticed it while watching recorded stuff or first thing in the morning, but it's just annoying. Wondering if it's happened to anyone else.
Hi everyone, a quick update that Amazon has deployed a fix for this issue and this is now resolved. The issue originated from a bug within the Prime Video app on handheld devices that causes random start-ups on the boxes. Please ensure you have the latest Prime Video app on the phone or tablet that you're using. If you're still experiencing this issue, please chime in and let us know. Thank you for everyone's patience while we worked with Amazon to address this issue.
69 Replies
Replies have been turned off for this discussion
Optik-KateTELUS Team Member
Hi All, it's been over a month since the Prime Video has been updated, checking in to see if the issue is still reoccurring.
- Ya I had to set my wife up a prime account and use hear logging on option tv. As soon as I try logging in with my information back to it again. But using hers is fine. New issues is that the box is freezing up for approx 3 minutes reboots on its own bol
- I have not had this happen recently.However, the PVR message about "browse recordings" does still come up while watching recordings.... while it is on the screen, you cannot pause, fast forward or do anything. It also will suddenly "skip to live tv" while it is recording a program.I know a few people experiencing this.
- Optik-Kate
Hi everyone, a quick update that Amazon has deployed a fix for this issue and this is now resolved. The issue originated from a bug within the Prime Video app on handheld devices that causes random start-ups on the boxes. Please ensure you have the latest Prime Video app on the phone or tablet that you're using. If you're still experiencing this issue, please chime in and let us know. Thank you for everyone's patience while we worked with Amazon to address this issue.
- Still doing it for me, it’s been 4 months without resolve at this point
- How will this solve the problem if I am watching prime thought the tv on channel 424 and not on an App. This is so annoying to have my channel changed all the time.
KHRHi Cfunn
I agree that this is an inconvenient experience. According to our work with Amazon, making sure that all of your devices are running the latest Prime Video app should resolve the issue.
Channel 424 is not a traditional 'channel'. It is what we call a launchpoint. When you go to the channel, it opens the Prime Video application on your Optik PVR/Wireless Digital Box. However, all of your various ways of accessing Amazon/Prime Video are interconnected and they communicate with each other; this is why you can pause an episode of Jack Reacher on one device and pick up where you left off another device.
Maybe update the Amazon prime video on optik tv
- Optik-Kate
Hi Everyone,
I wanted to provide a quick update on the Prime Video issue, especially since the previous workaround may have been buried in the thread.
Progress Update: We've been diligently collaborating with Prime Video, pinpointing the problem with their recent app update. Currently, we're in direct communication with Amazon and are eagerly awaiting their fix release.
Please be aware that TELUS technicians and agents are unable to address this issue directly, and swapping boxes will not resolve this issue.
Temporary Workaround: When encountering the Prime Video pop-up glitch, follow these steps:
- Close the Prime Video app on your box.
- Open another app like Netflix or YouTube and then close it.
- If you have the Prime Video app running on your phone, force close it.
- If Prime Video is running on your mobile or tablet devices, unlocking those devices may trigger Prime Video on your box.
This response will be marked as the solution for easy reference.
Thank you for your patience as we work towards a permanent resolution.
- We are having this happen as well. When someone is watching TV through the Telus optix box, and someone else opens Prime on a phone or tablet, the optix box automatically switches to Prime. Is there a solution?
- Happening to me as well. It’s been happening for a couple months now… Happened 3 times just this evening trying to watch the Oilers game. We almost missed a goal!
- This happens to us when someone is using one of the other TVs in the house. Not watching Prime mind you, just… anything. Have we gotten a fix for this yet?
- We are having the same issue. I put it on channel 104 before we go to bed and when I turn the TV on in the morning it's on Prime. We will be watching a recorded program and it will randomly switch to Prime. Sometimes watching live TV it switches to Prime on its own. Sometimes it doesn't happen for a week, other times it's happening daily. On both TVs. We have new boxes this year they are VIP5602W AND UIW4001e.
- We are having the same issue. I put it on channel 104 before we go to bed and when I turn the TV on in the morning it's on Prime. We will be watching a recorded program and it will randomly switch to Prime. Sometimes watching live TV it switches to Prime on its own. Sometimes it doesn't happen for a week, other times it's happening daily. On both TVs. We have new boxes this year they are VIP5602W AND UIW4001e.
- Optik-Kate
Hi All, we're still working through this issue with Amazon. In the meantime, when Prime Video pops up, please close the app on the box, open another app such as Netflix or YouTube, and then close that. If you have the Prime Video app running on your phone, force close the Prime Video on your phone as well. This should reduce the amount of times the Prime Video app randomly opens!
same thing has happened to us in Kelowna. very random and prime comes on without any switching. Annoying
- Optik-Kate
Hi all, we've escalated this case and we're actively working with Amazon to resolve this issue. Thank you for everyone's patience while we work on addressing the issue.
- Any updates to help me resolve this ongoing problem ?
- We are having the same issue as everyone above. Set top box, both the pvr and the regular box. It was happening constantly over Christmas to the point my husband wanted to cancel everything Telus. We called a tech. He did all the rebooting stuff (even though we had tried that ourselves multiple times). The. He said he was going to escalate it and someone was to call me back the next day by 5. Still waiting for that call about 3 weeks later. Then last week it seemed to be a little better with it not happening as much but now today it just happened 4 times k. Less than 10 mins. This is so frustrating and I’m super tired of no one being able to fix this!
- dru
Community Manager
Hi all, we're trying to find the root cause. Can anyone experiencing this issue leave a comment about the viewing platform you're on?
Are you on the cloud-based TV+ platform?
Or are you on the previous set-top box based platform?
Thanks!- STB for me, very frustrating issue
- The issue seems to resolve itself on its own.
Sent from my iPhone
- I have been reading about this as our upstairs tv does this often to us. The tv is connected to our pvr and pvr model is vip5662W.
Haven’t noticed it on other tvs just the one connected to the pvr. We do watch Amazon Prime on our downstairs tv and wireless optic box. Neither of us have prime on our phones. Cycled the main box and all optic boxes trying to see if that has worked but no joy.- Same story as us We tried the techs tried online sent us a new one said that would be the remedy nope. Same issues I think it’s a Telus issues with the app on the software
- Optik pvr
