Streaming video on Amazon Fire Stick -- every night, cannot connect to Amazon Services

  • 1
  • Problem
  • Updated 2 weeks ago
  • In Progress
When it works, it's great.   I switched to Viasat to get the higher throughput limits, and for browsing, we're super happy.
But, I also cut the cord from cable and satellite TV because of those higher limits.   I've only been on Viasat for 45 days, but I'm getting frustrated because almost every night, Amazon Fire TV says it cannot connect to Amazon Services.   Internet is not available.   But every other device in the house can connect to Internet.
Now, I have bought a new Fire Stick, thinking that would solve it.  But no, tonight I am seeing the same problem.   
What is the proper way to diagnose and solve this problem?   I've spent a lot of money and time transitioning away from satellite TV, so this needs to work.
Photo of Randy Toney

Randy Toney

  • 5 Posts
  • 2 Reply Likes

Posted 2 weeks ago

  • 1
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5108 Posts
  • 3150 Reply Likes
Not going to work with satellite internet. Satellite internet is not meant for cord cutters. I dont know how many times we have to say that on here. You got sold a bill of goods thinking you could cord cut and stream exclusively with Viasat.
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5108 Posts
  • 3150 Reply Likes
BTW, to answer your question, it is network congestion that cranks down your streaming speeds where it is too slow for your fire stick to work properly.

Do yourself a favor and get back satellite tv.
Photo of GabeU

GabeU, Champion

  • 1610 Posts
  • 953 Reply Likes
But, I also cut the cord from cable and satellite TV because of those higher limits.
Did your cable service not offer internet, or if it did, was it very restrictive, data wise?
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5108 Posts
  • 3150 Reply Likes
It is amazing what marketing people can make the consumer believe what Viasat can do. Then people do it and wonder why it wont work then.
Photo of Brad

Brad, Viasat Employee

  • 3332 Posts
  • 1249 Reply Likes
Unfortunately I wouldn't recommend using Satellite internet for cord-cutting. Due to the data limitations cord cutting may not work out. As for alternative viewing (aka some streaming on weekends but still using a TV provider for the regular TV watching) it should be fine. 
Photo of Randy Toney

Randy Toney

  • 5 Posts
  • 2 Reply Likes
Oh, I thought this was a Help forum.   Not expecting the unhelpful replies intended for another audience -- it definitely wasn't for me.   Last time I'll be seen on this forum...
Photo of Brad

Brad, Viasat Employee

  • 3332 Posts
  • 1249 Reply Likes
That sometimes happens on my firestick. Have you reset it? (aka unplug for 1 minute and let it boot back up) otherwise you may need to double-check the settings or how far it is from your router (and if anything could interfere with the signal)/. The issue could also be whatever app you're using as it could be isolated to that particular app if others play fine
Photo of Randy Toney

Randy Toney

  • 5 Posts
  • 2 Reply Likes
Thank you,Brad, for offering suggestions. Yes, I have cycled the fire stick and the viasat modem/router multiple times. It also happened when I had the previous old generation Fire stick connected via ethernet. It's only 5 feet from the modem/router.
The last suggestion, I'm not sure about: I'm only using Amazon fire tv. Are you saying another service like fire tv might work? Or one of the apps within fire tv, like Netflix or NBC sports?
Thanks again for responding.
Photo of Brad

Brad, Viasat Employee

  • 3332 Posts
  • 1249 Reply Likes
Yeah I mean for example: Is this isolated to watching something on Prime but Hulu or Netflix plays fine? If that's the case it may be isolated to the app within the FireTV and you may need to update the troublesome app (if an option) or contact their support team. Obviously if it's across the board that's a different story.  Some streaming programs require a minimum speed to work. Fast.com is designed by Netflix to see if your connection is fast enough to stream. It's not a one-size-fits-all solution but it might be helpful.

Personally, I've been having issues with HBONow with buffering with mine but it works just fine on a laptop so the app on Fire seems to be the issue and a Google search/forums/reddit dive indicated it's pretty commonly spread. So hopefully they fix that before next month. 

On our end, depending on your plan and data, internet speed can absolutely be the culprit. If you email us at viasatlistens@viasat.com I or one of my teammates can look at your account on our end to make sure everything looks right or not.
Photo of Randy Toney

Randy Toney

  • 5 Posts
  • 2 Reply Likes
OK, that makes sense.
In the last paragraph, did you mean to email you at viasatlistens@viasat.com when the problem is occurring?
That's a big help, and I'll do that.
Amazon will also do more digging, so I will do that, as well.
Thank you so much.
Photo of Brad

Brad, Viasat Employee

  • 3332 Posts
  • 1249 Reply Likes
Yeah because this is a public forum we'll need to have account information to work with you so for privacy concerns we'll ask you to email us
Photo of Susan Jenulis

Susan Jenulis

  • 94 Posts
  • 56 Reply Likes
I also get the message when opening amazon prime on both Roku and Fire Stick. In my opinion, very low speed tiggers the “internet not available” message, but only when trying to load amazon prime. My settings for resolution is at HD on amazon prime, Netflix runs at 720p. My speeds are often at 1.5mbps and when not viewing during peak times (evenings) I don’t see the message. I think it’s related to viasat’s lovely deliberate attempts at lowering our speed to add more customers.
Photo of Susan Jenulis

Susan Jenulis

  • 94 Posts
  • 56 Reply Likes
Also, I never got this message before the wonderful “Plan Policy Update” from Jan this year. Have had fire stick for three years working just fine until their “plan update.”
Photo of Nathan Hart

Nathan Hart

  • 330 Posts
  • 95 Reply Likes
The fire tv stick works perfectly fine with Viasat. Contrary to the comments here I have been a cord cutter with Viasat for just under 5 years. In any case check in your settings for the network connection. Make sure that your not just connected to your network , but that there is internet within that connection. It would say something like connected with problems. I have experienced IP address conflicts with the fire tv stick. Let me know what you find.
Photo of Randy Toney

Randy Toney

  • 5 Posts
  • 2 Reply Likes
I'm connected to wifi but not internet. Status says Connected with problems.
Photo of VeteranSatUser

VeteranSatUser, Champion

  • 5067 Posts
  • 3130 Reply Likes
When it works sometimes, and not others, chances are your speeds are going too low.


When it doesn't work, try doing some speed tests with testmy.net.  Do the same when it goes work.


Contrary to what Nathan says, a number of us on here have never got streaming to work seamlessly with Viasat 7 x 24.  That is why we use tools like PlayOn Cloud,
Also, depending on your plan Viasat will throttle your streaming.  That too doesn't work well for all providers.  Perhaps Netflix.  But others not so much.  I have never got HBO Go to work.  Amazon can be hit or miss.

While I don't use the Fire stick, I do have Rokus, a Chromecast, and Blu-ray devices that stream content.


Anyhow, good luck trying to get it to work.  You are going to need it!
(Edited)
Photo of Nathan Hart

Nathan Hart

  • 325 Posts
  • 95 Reply Likes
OK, you may have an IP conflict like I did. How tech savvy are you? If you go to the firestick network diagnostics you should be shown the IP address, then you can get an app for your phone called FING. It will show all the IPs used on your network. You can then look for duplicates. Also do you have any security cams or video game consoles on the network?