Forum Discussion

EastcoastJoe's avatar
EastcoastJoe
Reel Rookie
2 years ago
Solved

Amazon Prime Video Poor Video Quality

Prime Video Channel now has really bad pixelated video quality most of the time on 2 of my Roku deives (Ultra, and Express 4k+) . All other streaming channels are fine. Video quality is good on my ph...
app playback
  • RokuRiamie-D's avatar
    RokuRiamie-D
    8 months ago

    Hi itsizzi,

    Thank you for your response!

    We appreciate you for providing more details about your issue. In this case, the most common reason for having poor video quality on a streaming channel is the internet connection. We suggest you try the following.

    Reset the network connection

    1. Press Home 
       
      on your Roku remote
    2. Scroll and select Settings
    3. Select Advanced System settings
    4. Select Network connection reset
    5. Select Reset connection

    After the network reset is done, your Roku device will restart, and you will need to return to the Settings menu and set up your wireless network again. 

    You can also try connecting it to a mobile hotspot if the issue continues. How to connect your Roku streaming device to the internet | How to connect to a mobile hotspot

    Thank you for your cooperation. Please keep us posted.

    Cheers,
    The Roku Community Team

itsizzi's avatar
itsizzi
Binge Watcher
8 months ago

Thanks for the reply, but I'm not sure what can be done. This has only started recently, within the past month. Besides Amazon Prime, it has happened watching YouTube channels as well. The playback simply begins starts to stutter, but oddly the audio continues just fine. I will reverse and rerun it where it runs fine for a minute or two and begins again. I've deleted Amazon from my Roku player and reloaded it, restarted my Roku, my modem, all the usual suspects, but it's still a problem. It doesn't happen all the time, so it's hard to send a sample. I assume it's a problem with my Roku since I can just open the app on my tv and it plays fine.

RokuRiamie-D's avatar
RokuRiamie-D
Community Moderator
8 months ago

Hi itsizzi,

Thank you for your response!

We appreciate you for providing more details about your issue. In this case, the most common reason for having poor video quality on a streaming channel is the internet connection. We suggest you try the following.

Reset the network connection

  1. Press Home 
     
    on your Roku remote
  2. Scroll and select Settings
  3. Select Advanced System settings
  4. Select Network connection reset
  5. Select Reset connection

After the network reset is done, your Roku device will restart, and you will need to return to the Settings menu and set up your wireless network again. 

You can also try connecting it to a mobile hotspot if the issue continues. How to connect your Roku streaming device to the internet | How to connect to a mobile hotspot

Thank you for your cooperation. Please keep us posted.

Cheers,
The Roku Community Team

  • maresca25's avatar
    maresca25
    Newbie
    5 months ago

    This is Roku issue with Amazon Prime works perfectly on my phone casting & tv LG app.

    Roku you need to escalate & fix please don’t waist our time with asking us to call Amazon of blaming our broadband .

    come on Roku your service is normally excellent 🤞

  • Diggy's avatar
    Diggy
    Channel Surfer
    5 months ago

    Agreed 100%!  this is such a glaring issue Roku needs to fix!  It's not a broadband or wifi issue.  It's a problem with the Amazon Prime app in the Roku.