@Sheelagh Obviously this should not be happening but when it does I find if I wait for 20 seconds or so it sometimes clears but if not I reboot my stream puck. Either unplug it for 30 seconds or so and then plug it back in. It takes about a minute to reboot. Alternatively, go into Settings > System Management > Resets & Updates > Restart device (do not do a factory reset). It takes about 3 minutes to completely reboot. You will have a blank screen for a couple of minutes before the Sky logo appears so don’t panic when you first start the process.
If it keeps happening after this it might be related to your wi-fi so you could try an ethernet connection or if this is not practical you could use powerline adapters (about £35 on Amazon).
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