How the EPG works and how to fix a missing guide
The EPG - electronic programme guide - is the schedule your player shows for what is on now and next. It arrives as a separate file from your channel list, on its own schedule. Almost every way the guide goes wrong follows from that one fact.
How the guide actually reaches your screen
Your player makes two requests: one for the channel list, one for the guide data. The guide file covers several days across tens of thousands of channels, so it is large, and it is fetched less often than the channel list. Your player then matches guide entries to channels by an identifier, and renders the result against its own clock.
The guide is completely empty
Usually it has not finished downloading. On a first install the guide can take several minutes to arrive after the channels appear, and longer on older hardware. Leave the app open rather than restarting it, which discards the partial download and starts again.
If it is still empty after ten minutes, force a guide refresh in your player settings. In most apps this sits under EPG, Playlist or Auto-update.
The guide is right but the times are wrong
This is a time zone mismatch, and it is the single most common guide complaint. Guide data carries its own offsets; if your player or device is set to a different zone, every programme appears shifted by that difference. Set the device clock to automatic and set the player's EPG time-shift to zero, then refresh.
Some channels have a guide and others do not
Those channels have no matching guide entry, or the identifier does not match. This is normal for a minority of channels, particularly regional and specialist ones, and it is not something your settings can fix. Tell us which channels and we can look at the mapping.
The guide was working and has stopped
Check the subscription is still active, then force a refresh. Players cache the guide, so an expired line can display a stale but plausible-looking guide for a while after playback stops.
Still wrong?
Send us the channel name, what your player shows, and what time zone the device is set to - those three together usually identify it immediately. Message support, check the FAQ, or revisit your player's setup guide.