IPTV EPG not working usually means programme listings are missing, outdated or showing the wrong time. The guide is separate from the video stream, so check whether channels still play before treating the entire service as unavailable.
This guide focuses on the guide-data problem. For an introduction to schedule information and its limits, read what EPG means on IPTV.
IPTV EPG not working: describe the pattern
- Is the whole guide empty?
- Are only a few channels missing listings?
- Are programme names present but times incorrect?
- Are listings old while playback still works?
These patterns need different checks. Write down the affected channels and what the guide shows before refreshing or changing settings.
Use the player’s guide refresh
Find the supported guide update or refresh control in your app. Follow its instructions and allow the process to finish. Menu names vary between players and versions.
Do not repeatedly delete the channel list just to refresh programme information. That may remove favourites while leaving the guide source unchanged.
Confirm what guide data is supplied
Ask support whether your account includes guide data for the affected channels and whether it is added automatically or needs a separate source. A large channel list does not establish complete schedule coverage.
If only some channels are affected, report their exact names. Matching guide information to channels can depend on the identifiers used by the service and player.
Check time zones and offsets
Compare a known programme start time with the displayed listing. Note the size of the difference, then check the device’s date, time and time zone.
Some players also offer a guide offset. Change one setting and compare again. Applying a correction in both the device and player can create a second mismatch.
Do not confuse listings with catch-up
A programme appearing in yesterday’s schedule does not necessarily mean it can be replayed. Catch-up depends on separate service and player support.
If you want to watch an earlier programme, confirm that function rather than assuming an EPG refresh will unlock it. Our catch-up guide explains the relevant checks.
Keep the source appropriate
Use guide information supplied for your account or confirmed as compatible. An unrelated public address can produce incorrect listings or fail to match your channels.
Keep full access URLs private if they contain account information. When asking for help, show the visible programme mismatch without exposing credentials.
Send support a useful example
Include the player name, device model, affected channel and what you expected to see. For timing issues, include the time difference and your device time zone.
For example: “Channel A plays, but the guide is one hour ahead. Channel B has no listings. The player refresh completed and the device time is correct.” Contact Fast Media UK support with your private order reference.
Build a guide-only support example
Choose one channel that plays and one whose listings are missing or wrong. Record what the guide displays for each at the same time. This keeps the comparison focused on programme data instead of mixing it with an unrelated playback problem.
For a timing mismatch, note the device time zone and the exact difference shown. If a refresh changes the result, mention that too. Do not adjust several offsets before making the comparison.
Send a screenshot of the visible listings if helpful, with sensitive information removed. Ask whether the affected channel has current guide coverage for your account. A missing description, missing programme title and completely empty schedule can be different issues, so describe the particular information that is absent.
Common questions
Does an empty guide prove my account expired?
No. Check playback and account status separately.
Should I reinstall the app immediately?
Start with guide coverage, refresh and timing checks. Preserve account details before any data-clearing step.
Can I test the guide before purchase?
Use the 24-hour trial and check the channels you expect to use. The setup hub has related guidance.
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