Prime not working

We were watching Prime Video and it stopped working in the middle of a show. Our other apps still work - we use Apple TV. Now it continuously says “Accessing Prime Video’” with no ‘connection’ .

We’ve unplugged modem/tv/appletv, restarted Apple TV, re-signed in to Amazon Prime and are unable to delete and reinstall the Prime app. We called Amazon and they think the issue is AppleTv related.

What is our our next step?