Why am I not able to play an Amazon Prime video through my Contour app?

I just upgrade my device to a Contour II device in order to play videos through the Apps. I have an Amazon Prime account and am able to stream videos on my Laptop and also through Comcast at my summer home. I am able to log into my Amazon Prime account and my home screen comes up. However, when I go to play a video I get "something went wrong" message. Tried this on my Amazon account and my wife's Amazon account, nothing doing. I am able to play videos on Netflix, so there isn't an issue with my box or my internet. Looking for an answer ...

Also, why do your Tech Reps insist that Cox does not offer access to Amazon Prime on the Contour II box?