https://helpforum.sky.com/t5/Sky-Stream/How-to-request-new-Puck/m-p/5081679#M58568 <P>Hi, my pick keeps freezing and won't load shows, been searching the website but it's taking me round in circles, I can see I can request a replacement puck but does anyone know how?&nbsp;</P> Wed, 10 Sep 2025 14:38:55 GMT Pinkypimf 2025-09-10T14:38:55Z https://helpforum.sky.com/t5/Sky-Stream/How-to-request-new-Puck/m-p/5081679#M58568 <P>Hi, my pick keeps freezing and won't load shows, been searching the website but it's taking me round in circles, I can see I can request a replacement puck but does anyone know how?&nbsp;</P> Wed, 10 Sep 2025 14:38:55 GMT https://helpforum.sky.com/t5/Sky-Stream/How-to-request-new-Puck/m-p/5081679#M58568 Pinkypimf 2025-09-10T14:38:55Z https://helpforum.sky.com/t5/Sky-Stream/How-to-request-new-Puck/m-p/5081727#M58576 <P>Hi <a href="https://helpforum.sky.com/t5/user/viewprofilepage/user-id/4473291">@Pinkypimf</a>&nbsp;</P><P>&nbsp;</P><P>We are fellow subscribers on the community. If you require a replacement puck you will need to call sky and go through troubleahooting with them.</P><P>&nbsp;</P><P>See: <A href="https://www.sky.com/help/articles/viewing-help" target="_blank">https://www.sky.com/help/articles/viewing-help</A> for contact number.</P><P>&nbsp;</P><P>However if you provide more information the community may be able to help. For example what speed is your connection? Is your puck receiving the minimum required speed of 25Mbps&nbsp;for HD and 30Mbps for UHD.</P><P>&nbsp;</P><P>You can test this by opening netflix &gt; profile picture&gt; get help &gt; connectivity check.</P><P>&nbsp;</P><P>MikeAlanR</P> Wed, 10 Sep 2025 15:02:13 GMT https://helpforum.sky.com/t5/Sky-Stream/How-to-request-new-Puck/m-p/5081727#M58576 mikealanr 2025-09-10T15:02:13Z