@Anna27 How fast is the connection to your puck as it sounds like poor wifi or speed issue. On your stream puck open Netflix, go to Get Help, run connection test, what speed is being reported.
For stream pucks you need at least 25mbps for HD & 35mbps for UHD, anything l;ess will be an issue
Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.
