Hi @Esme22 and welcome to the forum. If it is only Netflix that is not working then it will certainly not be a faulty puck. Normally I would suggest reloading Netflix but by the sounds of it you are not able to get to the "Get Help" menu on the Netflix home screen.
So, I would try a reboot and if that doesn't work I would refresh all the Apps. It's probably not a bad idea to do both.
To reboot go to Settings > System Management > Resets & updates > restart device. This will take a couple of minutes and you will have a blank screen for a while until the Sky logo appears. When the logo appears it will take about another minute.
To refresh the Apps use the same menu structure as above but in the last step chose refresh apps instead of restart device. An app refresh can take a few hours to complete but as it is done in the background you can continue using the puck as normal. I tend to do the refresh overnight.
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