Amazon Prime + LG TV - programme picture freezing, but sound is ok

debitcardmayhem

Hmmm

Thank you. The TV is wired ethernet.

oh and

We have rebooted the router, restarted the TV and the Sky box (just in case). Same thing. We deleted the Amazon Prime app, went through all the rebooting again, then reinstalled the Prime app, and it is still happening

We then thought about downloading it onto the TV and watching it like that, but we can't find any download button, despite following Amazon's instructions. The TV just doesn't have a button for downloading! See photograph.

Is that clear now, also the OP hasn't answered the question about having a USB stick or similar to record to

RumRat

....................

Rodders53

What is your ISP speed check out at?  https://www.speedtest.net/  for example.

Are you streaming via the TV app or vis the $ky box app?
How is the streaming device connected to the router.  Wired ethernet cable is the preferred most reliable.
WiFi is prone to disruption and congestion in the home.  Powerlines can work or sometimes not.

Your image shows UHD as an option and that will need a good 25 Mbit/s of data... mayhap you are seeing buffering and/or picture resolution dropping if borderline speed.  Video is much harder than audio on the data bandwidth used.

Chickereeeee

A quick Google search  shows many reports of this sort of thing happening over recent years. . Amazon look into it, never come back with a solution, but the problem (presumably) eventually goes away.

cerebus

As we are still waiting clarification on how the ops system is connected so he can watch amazon (I.e. via the sky box, telly , stick , whatever) then anything we suggest is pure speculation

For the other posters benefit when I repair things I don't like to guess how something works as it's very difficult to fix something when you dont know how it works (it would be pure luck if you did)

Would you work on your car if it breaks down if you don't have a scooby how it works or simply call the AA?

As I'm also a betting man , I'm betting that people will still offer advice and we will also won't hear from the OP again as the problem has gone away and they haven't bothered to tell us 

DullGreyGuy

RumRat said:

Never had a problem with any of the smart TV's we have or did have.

What have you compared it with?

Mate thought theirs was great, just a few seconds to start watching HD content and the occasional pause during watching 4k content. Then plugged in a streaming device and showed that 4k content now starts instantly and after 100 hours of viewing its yet to buffer once. 

As with many tech things, unless you have a comparison you can think what you've got is good. I had the same with my laptop, it was faster and longer battery than anything any client gives me to do work on but still would need plugging in around 3pm. Then had to replace it and saw how much things had moved on; at 7pm last night still had 45% battery left, no longer bring a charge to work and actuarial models that were taking an hour or so to run now finish in minutes. 

RumRat

DullGreyGuy said:

RumRat said:

Never had a problem with any of the smart TV's we have or did have.

What have you compared it with?

Mate thought theirs was great, just a few seconds to start watching HD content and the occasional pause during watching 4k content. Then plugged in a streaming device and showed that 4k content now starts instantly and after 100 hours of viewing its yet to buffer once. 

As with many tech things, unless you have a comparison you can think what you've got is good. I had the same with my laptop, it was faster and longer battery than anything any client gives me to do work on but still would need plugging in around 3pm. Then had to replace it and saw how much things had moved on; at 7pm last night still had 45% battery left, no longer bring a charge to work and actuarial models that were taking an hour or so to run now finish in minutes. 

I have a firestick in my office TV. I don't get any buffering on the main TV or any lag in watching HD/4K content. 
I change my TV every couple of years as things move on and on same with phone and I've recently changed a laptop, so didn't really need the lecture about tech moving on, but thanks.

Hootie19

Sorry for taking so long to come back and update.  Thank you for all suggestions.

We have SkyQ connected via an Ethernet cable. Speeds were (and remain) excellent. 

We finally got around the problem by loading it via Amazon on a laptop, and connecting the laptop to the TV with an HDMI cable.

cerebus

Hootie19 said:

Sorry for taking so long to come back and update.  Thank you for all suggestions.

We have SkyQ connected via an Ethernet cable. Speeds were (and remain) excellent. 

We finally got around the problem by loading it via Amazon on a laptop, and connecting the laptop to the TV with an HDMI cable.

So you were using the amazon app on the sky q box not on the telly?