Confirm the actual live selection
On the website, the live page contains a selection of channel boxes below the current stream; the selected content is highlighted. Use that indication together with the channel label. A programme image on the homepage is an entry point, not a permanent record of what you subsequently selected.
For example, after moving between live feeds, the last stream may no longer match the feature you first opened. Note the currently highlighted choice and the actual picture before describing the wrong programme as a missing broadcast. This gives you a concrete selection to change.
Use the control belonging to the screen
The mobile guide places channel choices below the stream and allows changing the feed from that list. On connected televisions, Live TV is reached from the left panel; selecting a channel briefly displays a compact guide over the picture.
If helping someone by phone, first establish whether they are on a television, the mobile app or a browser. Telling a TV viewer to scroll below the mobile stream can lead to an entirely different screen. Use the temporary TV guide while it is visible to verify the channel and content selection.
Distinguish selection from programme availability
Once the intended feed is selected, compare its current programme with the relevant schedule or event information. Choosing a different channel is not the same as obtaining a replay or restarting an earlier programme. The navigation guide does not promise that every live item has an on-demand copy.
For support, retain the selected channel, approximate time, device and the programme you expected. Explain whether the wrong feed was highlighted or whether the intended feed itself showed unexpected content. Those observations let support distinguish a navigation question from a schedule, regional presentation or programme-availability question.
Questions about this guide
Where are mobile channel choices?
Seven’s guide places the list below the live stream.
What verifies the selected feed on a connected TV?
The guide describes a compact TV guide appearing briefly over the content after channel selection.