Hi @Pinkypimf
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.
See: https://www.sky.com/help/articles/viewing-help for contact number.
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 for HD and 30Mbps for UHD.
You can test this by opening netflix > profile picture> get help > connectivity check.
MikeAlanR
---
55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.
Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
