Compare a known programme
Choose a programme whose advertised start time you can verify from its broadcaster. Compare the device clock, the player clock and the EPG entry. A correct live picture with an incorrect guide time usually needs a different investigation from a stream that will not open.
Check time settings one at a time
Start with automatic date and time on the device and confirm the appropriate location or time zone. Then inspect any player-specific EPG offset. Do not change both at once, because two adjustments can cancel or duplicate each other. Record the original setting before testing a change.
Refresh only the relevant data
If the player provides a guide refresh option, use the documented method and allow it to finish. An empty guide can reflect missing source data rather than a login failure. Avoid deleting a working account or reinstalling everything as the first step.
Report the exact mismatch
Tell support the channel, programme, expected time, displayed time, device and player. Mention whether the same shift affects all channels. EPG and replay availability vary by source; a guide entry is not a guarantee that catch-up is enabled.