@ElaineD69 Hi Elaine, often the reason for this can be two fold, both internet connected. Firstly have you checked you have a good internet connection. Go into Settings then Network and see what if says about your internet speed. Another reason can be related to your router. If it is not connected to your puck via an Ethernet cable does it have a clear line of sight to your puck, and are both your router and puck away from other objects and the router is not next to a window or mirror. All these can be the cause of your problem. I hope that helps.
