Hi there I am having the same issue.
Prime App works fine on my small TV in the kitchen - it works fine on our Samsung TV but when I try to watch it through our new BT Box - it will not load, freezes and then kicks you out back to the TV.
We have had the BT engineers out to do a health check and internet check - this is all fine. He said give it a couple of days if if not working we will need to ring BT and request a new box - but surely there is another way.
All other apps are working fine.
We want to watch it through the BT box as it is linked to our amp and surround sound speakers - I do not just want to watch a film using the TV only speakers.
Can anyone help please
Hi
not sure if this will help, but I ended up having to do a factory reset to get it working on my BT Box
Neil0 sent me these instructions
it takes a little while, just follow the on screen instructions, you will have to re-authorise your BT Box for each account like Now and Netflix, login to each account on a computer and input the code shown on the tv for the BT Box
hope this helps
bob46