Why won’t a TV connect so I can sign in to a Prime Video account?
Answer
Prime Video usually cannot sign in when the TV has no working internet. Restart the modem and router, confirm the TV joins Wi-Fi or Ethernet, then try signing in again from the official Prime Video app.
Before you start: stop right away if…
- Stop if a site or popup asks you to pay to unlock an Amazon account or install unknown software.
Follow these steps
Check whether the home network is online
On a phone or computer, confirm you can open a normal website on the same Wi-Fi. If nothing loads, the problem is the network, not Prime Video alone.
You should see: You know whether the whole network is down or only the TV is offline.
Restart the modem and router
Unplug the modem and router power for 30 seconds, plug the modem back in first, wait until its lights settle, then plug in the router and wait 2 to 3 minutes.
You should see: Other devices regain internet, and the TV can see the Wi-Fi network again.
Reconnect the TV to Wi-Fi
On the TV, open Network or Wi-Fi settings, select your network, enter the password carefully, and wait until the TV reports connected with internet access.
You should see: The searching networks or offline message clears and the TV shows a connected status.
Sign in to Prime Video again
Open the official Prime Video app on the TV and sign in with your Amazon account on the TV’s own sign-in screen, or use the on-screen code method if Amazon offers it.
You should see: Prime Video accepts the sign-in, or Amazon shows a clear account error you can read.
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Extra tips
What to look for: A searching networks, no internet, or offline message on the TV, plus whether other devices on the same Wi-Fi still work.
Before you change anything: Confirm whether other phones or computers can reach the internet on the same network. Note the exact TV message before changing Wi-Fi settings. Use only the official Prime Video app or Amazon sign-in screens on the TV. Never share Amazon passwords or one-time codes with unexpected callers.