Home screen

[Nicky0306]

My puk turns on but the freezes on the line screen, turned everything off at the power for over a minute and it's still the same.

[Nicky0306]

It's meant to say freezes on the home screen!

[Stephen+Mourton]

A very good wi-fi signal is important.  If you have Netflix on a different devise do a speed check on there.  It's on the settings on the left hand side.  Also if your router is not connected to your puck via an Ethernet cable then make sure you have a clear line of sight to your puck and both are clear of anything close to them and your router is not by a window or mirror.  See if that helps! 

[lettice]

Assume, you are not able to go to settings, if it freezes on the Home Screen.

Can you try the recovery procedure on step 4 in this Sky help article, to see if it helps wake the puck up.

https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-sky-...

If that still does not resolve your issue, post back her and we will get it escalated to Sky for you, as it may mean a faulty puck.