Identify exactly what was playing
Record the channel or programme and whether viewing was live or on demand. A live sports channel and an on-demand sports programme can have different ad behaviour. A programme accessed from a channel guide may still be a live stream even if the same title appears elsewhere in the app.
Also distinguish a promotional trailer for accessible programmes from a commercial break. NOW's help explicitly treats these differently. The useful first question is what appeared and where, rather than whether any promotional video at all was visible.
Compare with the correct market help
Use the help page for the account's country. The retrieved UK page describes the ad exceptions, while an Irish troubleshooting page gives its own account-update guidance. Keep those market scopes visible instead of applying every timing instruction globally.
Inspect the account's membership area and the current viewing enhancement. Boost and Ultra Boost are additional viewing products, not separate programme memberships. Confirm both the content membership and enhancement belong to the signed-in identity before assuming an app fault.
Refresh only when an account update is relevant
The Irish help says an enhancement bought on the website can take time to appear and describes signing out and in as a way to trigger an update. Follow the current instruction for the actual market and purchase route if the account has just changed.
Do not use that refresh to chase ads on a live channel that the provider says will retain them. A setting refresh can address an unapplied entitlement; it does not alter the stated product exceptions. Keep a known on-demand item for a more relevant comparison.
Report the unexplained case precisely
If an on-demand commercial break remains inconsistent with the account's current conditions, record the programme, device, market and enhancement status. Include whether the account was recently upgraded. That gives support a focused entitlement or player question.
Resolution and sound features have their own device requirements, so investigate those separately if needed. A correctly removed ad does not prove the television supports every picture format, and a device without 4K capability does not by itself remove an eligible ad-free benefit.
Questions about this guide
Will Boost remove advertising from live channels?
NOW’s UK help says live channels still carry ads.
Are promotional trailers necessarily proof the enhancement failed?
No. NOW says promotional trailers remain with Boost and Ultra Boost.