Network troubleshooting technician providing live chat help

Joe B.

Expert ★★★★★ 27,853 satisfied customers

Specialities: Home networking, Wi-Fi routers, streaming apps (Prime Video, Netflix, YouTube), smart TVs & Fire TV, DNS & IP configuration, ISP setup

Fix Amazon Prime Video not working on Wi-Fi — app not loading, buffering, or Prime Video error codes

Technician avatar Technician
Hi! We’ll get your Amazon Prime Video not working on Wi-Fi issue sorted so you can stream again. I just need a quick picture of what’s happening.

Is Prime Video not loading at all, stuck on the spinning circle, showing a specific Prime Video error code (like 1060, 7235, 5004), or are you getting endless buffering and low quality?
Does it fail on all devices on this Wi-Fi (smart TV, Fire TV Stick, Roku, phone, laptop), or only one device? And very important: if you switch that same device to mobile data or a different Wi-Fi network, does Amazon Prime Video work there?
Customer
It’s only happening on our home Wi-Fi. Amazon Prime Video won’t load on the smart TV and it’s super slow on my Android phone. On the TV we get a message about “check your internet connection” with what looks like error code 1060. On my phone it just spins forever on the Prime Video home screen when I’m on Wi-Fi.

If I turn off Wi-Fi and use mobile data, Prime Video works fine on the phone. Other streaming apps like YouTube and Netflix are working on the same Wi-Fi with no problem.
Technician avatar Technician
That’s really helpful — it tells us your internet connection in general is OK, but Prime Video over this Wi-Fi network is being blocked or mis-routed somehow.

When Amazon Prime Video doesn’t work on Wi-Fi but works on mobile data, the usual suspects are:

• A router or ISP issue with DNS or IPv6 that affects only certain streaming services.
• A VPN, proxy, or ad-blocking / security app on the device or router that Prime Video doesn’t like.
• Parental controls, firewall rules, or content filters on the router blocking Amazon streaming servers or ports.
• A corrupted Prime Video app cache on the TV or phone that only fails when it talks to your home network.

We’ll first prove that Wi-Fi itself is stable, then adjust your Wi-Fi, DNS, and Prime Video app settings so streaming works normally again.
Customer
On the same Wi-Fi, my laptop can stream Prime Video in the browser, but the Prime Video app on the TV still gives connection errors. The TV is connected by Wi-Fi, not Ethernet. I don’t think we’re using a VPN on anything. The router is whatever our ISP installed, I haven’t changed many settings on it.
Technician avatar Technician
Great, that tells us the Wi-Fi router and ISP are mostly fine, and the problem is between Prime Video and the TV’s Wi-Fi connection in particular.

Step A — Quick Wi-Fi & network checks
1) On the TV, go to its Network settings and confirm it shows your home Wi-Fi as connected with a good signal (not 1 bar). If your router has both 2.4 GHz and 5 GHz networks, make sure the TV is on the stronger, more stable one.
2) Restart the TV completely — not just turning it off with the remote. Unplug it from power for 30–60 seconds, then plug it back in.
3) Restart the router: unplug it from power for 30 seconds, plug it back in, and wait until Wi-Fi is fully back online.
4) On the TV, forget the Wi-Fi network, then reconnect by entering the password again.
5) If there’s an option on the TV to set DNS to automatic, enable that. If it’s set to some old manual DNS values, switch back to automatic.

After that, try launching Amazon Prime Video again on the TV and see whether it still shows error 1060 or if it now loads the home screen.
Customer
I rebooted everything and re-joined Wi-Fi. The TV still shows Prime Video error 1060 saying it can’t connect, but other apps on the TV still work. On my Android phone, Prime Video opens but any show I try just spins, then says “Problem connecting to Amazon Prime Video service”. On mobile data it plays right away.
Technician avatar Technician
Perfect, we’ve confirmed this is now specifically an Amazon Prime Video over Wi-Fi issue, not a total Wi-Fi outage.

Step B — Update Prime Video app and clear cache
• On the smart TV (or Fire TV, Roku, etc.), open the app store and update the Amazon Prime Video app to the latest version.
• In the TV’s App settings, select Amazon Prime Video and choose Clear cache (and “Clear data” if there’s an option — you can sign in again afterwards).
• On your Android phone, go to Settings → Apps → Amazon Prime Video → Storage and tap Clear cache and then Force stop. Reopen the app and sign in again if needed.

Step C — Eliminate VPN, ad blockers, and IPv6 problems
• Make sure no VPN or proxy is enabled on the phone or TV. If your router has a built-in VPN client, turn it off temporarily and retest.
• If you use a network-wide ad blocker, parental control box, or “security” DNS service, pause it and see if Prime Video loads on Wi-Fi.
• Some ISP routers have buggy IPv6 implementations that bother Prime Video. If your router has an option to disable IPv6 (leaving IPv4 on), try disabling IPv6, reboot the router, then test again.

After doing those, try streaming one specific show again on both the TV and Android while on Wi-Fi. Tell me if it still errors or if it starts playing but buffers.
Customer
I updated the Prime Video app on the TV and cleared cache on both the TV and phone. We don’t use a VPN. I did find some “security/parental” feature on the router and turned it off, then rebooted it.

Now on Wi-Fi, Prime Video finally opens on the TV and phone, but streams keep buffering or dropping to really low quality while Netflix is still smooth.
Technician avatar Technician
Good progress — now Prime Video connects on Wi-Fi, we just need to fix the buffering and quality so it’s watchable.

Step D — Check Wi-Fi speed and streaming quality settings
1) On your phone or laptop on the same Wi-Fi, run a quick speed test. For stable HD Prime Video, you generally want at least 5–10 Mbps per active stream; for 4K, 15–25 Mbps is safer.
2) In the Prime Video app on the TV, open Settings → Streaming or Playback and set Streaming quality to “Good” or “Medium” instead of “Best” for testing. If buffering stops on a lower setting, you’re hitting a bandwidth or Wi-Fi stability limit.

Step E — Reduce Wi-Fi congestion
• If the TV is far from the router, consider temporarily moving it closer or using a 5 GHz network for less interference.
• If possible, connect the TV or Fire TV Stick with an Ethernet cable or Ethernet adapter. Wired connections usually fix “Prime Video keeps buffering on smart TV”.
• In the router’s settings, disable any outdated QoS rules that might be prioritizing other devices/apps over streaming, or enable a “multimedia/streaming” mode if available.

Test Prime Video again on the TV after these adjustments and let me know if the buffering improves.
Customer
Speed test shows about 85 Mbps down on Wi-Fi, so bandwidth seems fine. I lowered streaming quality to “Good” and that helped a little, but occasionally we still get “Internet connection too slow” messages on Prime Video. I tried plugging the TV directly into the router with Ethernet and that actually made Prime Video play smoothly with no buffering.
Technician avatar Technician
That’s a big clue: Prime Video works perfectly over Ethernet, so your Amazon account and ISP connection are fine. The remaining issue is Wi-Fi stability between the router and TV — Prime Video is just more sensitive to jitter than some other apps.

Step F — Tune Wi-Fi for streaming (channel & band)
• In the router’s Wi-Fi settings, make sure you’re using a fixed channel rather than “Auto” if your area is crowded, or at least try a different channel on 2.4 GHz (1, 6, or 11 are usual good bets).
• If your TV supports 5 GHz, create a clearly named 5 GHz SSID (like “Home-5G”) and connect the TV to that. 5 GHz is often better for Prime Video streaming if the TV isn’t too far away.
• Turn off any weird “Wi-Fi eco / power saving” modes on the router or TV that might put the connection to sleep while streaming.

If you’re happy leaving the TV wired and only phones/tablets on Wi-Fi, that’s often the most reliable setup. But after these tweaks, most people can watch Amazon Prime Video over Wi-Fi without buffering.
Customer
I think we’ll leave the TV wired since that solved it completely. After clearing the app cache and restarting everything, Prime Video on my phone over Wi-Fi is now playing fine too, no more “problem connecting” messages. Anything else we should change so this doesn’t keep happening?
Technician avatar Technician
Nice — that means we’ve fully fixed Amazon Prime Video not working on Wi-Fi for both the TV and phone.

Step G — Make the fix stick
• Turn on automatic updates for your smart TV / Fire TV and the Prime Video app, so you always have the latest streaming fixes.
• Log into your Amazon account from a browser and make sure your country/region settings match where you actually are; region mismatches can cause strange “service unavailable” errors.
• Keep the router firmware updated and avoid turning back on any aggressive parental controls, firewalls, or DNS filters that broke Prime Video earlier. If you need filtering, add Amazon domains to the allowed list.
• If the router has an option to reserve IP addresses for your TV and streaming devices, doing that can reduce random disconnects.

With those in place, your Prime Video streaming over Wi-Fi should stay stable — and if you ever see error 1060 or “check your internet connection” again, you’ll know the quickest checks to run.
Customer
Got it. TV is wired now, phone and tablet both stream Prime Video on Wi-Fi without issues. This is way better than before. Thanks for walking me through all of that.
Technician avatar Technician
You’re welcome — glad we could get Prime Video and your Wi-Fi working together properly again.

Summary: To fix Amazon Prime Video not working on Wi-Fi, confirm other apps and networks work, restart router and devices, update and clear cache for the Prime Video app, disable VPNs/filters, adjust DNS and IPv6 if needed, and improve Wi-Fi stability or use Ethernet for the TV. If you ever get stuck again with error codes or buffering, you can open a chat with an expert and we’ll trace it live with you.
Customer
Perfect, everything streams smoothly now on Prime Video. Really appreciate the detailed explanations and step-by-step help!
Technician avatar Technician
Any time! If a friend or coworker says their Amazon Prime Video isn’t working on Wi-Fi or they keep getting Prime Video error codes, you can share this checklist — and if you’d like someone to go through the smart TV or router settings with you in real time, just start a chat with an expert and we’ll take it from there.

Quick answer: the accepted fix

Accepted fix when Amazon Prime Video is not working on Wi-Fi: confirm other apps and websites load on the same Wi-Fi, restart your router and streaming device, update and clear cache for the Prime Video app, disable any VPN, proxy, or parental filters, ensure DNS is set to automatic, and, if possible, connect smart TVs or Fire TV devices via Ethernet or a stronger 5 GHz Wi-Fi network to stop buffering and connection errors.

Why Amazon Prime Video stops working on Wi-Fi (router, DNS, device, app)

Most Amazon Prime Video not working on Wi-Fi problems are not caused by your Amazon account, but by the way your device talks to the internet over that specific network. Typical causes include misconfigured DNS servers, buggy IPv6 on the router, aggressive firewall or parental control settings, or a corrupted Prime Video app cache. Sometimes, Prime Video is more sensitive than other streaming apps, so Netflix or YouTube might play fine while Prime Video shows error code 1060 or constant buffering.

Breaking the path into pieces — device → Wi-Fi → router → ISP → Amazon Prime Video servers — helps you see where “problem connecting to Amazon Prime Video service” appears. If Prime Video works on mobile data but not on home Wi-Fi, the issue is with that network. If it works on a wired connection but not over Wi-Fi, you’re dealing with Wi-Fi stability or interference rather than a Prime Video outage.

How to tell if the problem is Wi-Fi, device, or Amazon Prime Video

To quickly narrow down a Prime Video not working on Wi-Fi issue, start with these checks:

First, test other apps and sites (YouTube, Netflix, regular websites) on the same device and Wi-Fi network. If everything else works but Prime Video won’t load, the issue is specific to that app or account. Next, try Prime Video on a different device on the same Wi-Fi, and then on the original device using mobile data. When Prime Video works on other networks but fails only on your home Wi-Fi, focus on router settings, DNS, VPN, and parental controls. When it works over Ethernet but buffers on Wi-Fi, focus on Wi-Fi channel, band (2.4 vs 5 GHz), and signal strength.

Amazon Prime Video not working on Wi-Fi — quick troubleshooting tips

Confirm the network first, then fix the Prime Video app, Wi-Fi, and router settings.

Fast path: check that other apps stream on the same Wi-Fi → test Prime Video on mobile data vs Wi-Fi → restart router and streaming devices → update and clear cache for the Amazon Prime Video app → disable VPN, proxy, and ad-blocking/parental filtering → ensure DNS is automatic and consider turning off IPv6 → for smart TVs and Fire TV devices, use Ethernet or strong 5 GHz Wi-Fi. Following this order solves most “Prime Video not loading on smart TV” and “Prime Video keeps buffering on Wi-Fi” complaints.

Disclaimer: This information is AI-generated and intended for general guidance only. For advice specific to your Prime Video device, router model, and ISP, please consult a verified expert on Whizz-Tech before making decisions.

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FAQ

Why is Amazon Prime Video not working on my Wi-Fi?

Common reasons Amazon Prime Video is not working on Wi-Fi include incorrect DNS settings on the router or device, a buggy Prime Video app that needs its cache cleared or an update, VPN or proxy connections Amazon doesn’t allow, or router features like firewalls, parental controls, or content filters that block Prime Video servers. Testing Prime Video on mobile data and other Wi-Fi networks helps confirm it’s your local network, not your account.

How do I fix Prime Video when it only works on mobile data?

If Prime Video works on mobile data but not on Wi-Fi, restart your router and device, turn off any VPN, proxy, or ad-blocking apps, set DNS on the device to automatic, and make sure your router’s parental controls or security features are not blocking Amazon domains. If possible, try a different Wi-Fi band (5 GHz instead of 2.4 GHz) or connect the TV or streaming stick using Ethernet and test again.

Why does Prime Video keep buffering on my smart TV or Fire Stick?

Prime Video buffering on smart TVs and Fire TV devices is usually caused by unstable Wi-Fi or insufficient speed to that device, even when a speed test looks fine on your phone. Moving the router closer, switching the TV to 5 GHz, reducing streaming quality, or using a wired Ethernet connection can dramatically improve stability. Updating the TV firmware and Prime Video app also fixes many buffering issues.

When should I reinstall the Prime Video app?

If you’ve restarted the router and device, cleared cache, checked DNS, and disabled VPNs or filters but Prime Video still won’t connect on Wi-Fi, a full reinstall of the Prime Video app on the device is reasonable. Remove the app, restart the device, install Prime Video again from the official app store, and sign back into your Amazon account. Be sure your login and password are handy before you uninstall.

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