Start with the device clock
Check the device date and timezone before changing player settings. A wrong clock can make otherwise correct guide data look shifted. Note the channel, programme and time shown, then compare with the feed you are watching. Avoid applying several offsets at once without recording the original setting.
Separate missing data from missing playback
A channel may play even when its guide information is incomplete. Try another channel and check whether the problem affects one listing or the entire guide. Where the player supports a guide refresh, follow its instructions. If the issue persists, tell support which channel labels are affected.
Understand the replay window
Catch-up is available only on supported feeds and within the available time window. It is not a recording of every channel forever. The player must also support the feature. Check a specific earlier programme during your trial rather than assuming that an EPG entry is automatically replayable.
Keep the report precise
Include the device, player, timezone, channel and programme time in a support enquiry. Explain whether live playback works and whether other replay items open. Do not send a full playlist or password. Clear details let the team distinguish guide data, account configuration and a player-specific problem.