Sky puck and connection

[StaceyU]

2 of my pucks keep going blank, freezing, losing connections or say no connections. I was just 1 but now 2 becoming more frequent. I thought maybe it was just poor WiFi but nothing else is affected. Internet is a bit slower recently too. Something is definitely not right. How do I swap them for new ones

[mikealanr]

Hi @StaceyU 

First you need to check if your pucks are getting the minimum required speeds. You say your broadband is going slow but what broadband speed do you get? Next is check the speed on your pucks. You can do this in netflix (Profile pic > get help > connectivity check).

It will be worth running this multiple times and taking an average. The other thing to you can try to decide if it is a hardware issue, is swap the working one with a misbehaving one. If the previously working puck starts playing up it is likely local environment.

If you do need to swap a puck you will need to call sky as we are fellow customers here on the community. 

MikeAlanR