Hi @Emilies96 About 6 weeks ago I had a similar issue with my puck sticking on the Sky logo. I tried rebooting my puck and router multiple times. After trying all the thinks I could think of I resorted to doing the recovery process but had the same result despite trying it many times. I finally contacted Sky who agreed I had done everything they would have suggested so they ordered me a replacement puck. This resolved the issue.
So, hopefully the recovery process as posted by @lettice will resolve it for you but if not then I would contact Sky or post back requesting that your post is escalated to the Community Messaging Team for further troubleshooting and if deemed necessary a puck replacement.
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