My sky puck keeps freezing, going off and out of sync how can I stop this

[Riley1989]

My sky puck keeps freezing and not syncing correctly 

[Tim+Adams]

Hi @Riley1989 

Have turned it off at the socket, wait a min then back on?

Are you connected via WiFi or Ethernet?

What speed do you get if you do a Netflix speed test via the app?

Open Netflix on Stream

From the Netflix homescreen, go left to open the menu.
From the bottom of the menu, go right and select Get Help.
Select Check your Network.

Thanks,
Tim

[Riley1989]

It's connected to WiFi 

And I've done it speed test and results are coming in at 7.41 Mbps. 

I have gone through the online method and this has suggested that an engineer to be booked 

[Tim+Adams]

Hi @Riley1989 

I'm guessing Sky also supplies your broadband?

Thanks,

Tim

[Riley1989]

That is correct.

It's actually my mother whose having the problems but for some reason it won't allow her to log in to her account so I had to log in to mine