Create a fair comparison
Write down the show, season and episode from the working phone session. Open that exact item on the television. A different episode, trailer or live version can have a different caption track, so a title-only comparison is not enough.
Look for the CC indicator on the episode page. TVNZ's help uses that symbol to identify caption availability. If it is missing on the selected item, changing the television's stored preference cannot create a track that is not offered for that version.
Use the control for the television player
On smart TVs, TVNZ instructs viewers to show the player controls with the remote's right arrow, select the CC icon and choose the available caption option. Its Apple TV guidance is separate because that device uses a native player. Follow the instructions for the screen actually playing the video.
Enable the option, then inspect a dialogue scene. Do not judge from a silent opening sequence. If the text appears, close the controls and confirm it remains readable from the usual seating position. This completes the task without altering unrelated picture or network settings.
Separate a missing track from a failed preference
There are several possible results: the episode has no caption indicator; the track is available but turned off; or the track is selected and fails to display. Record which occurs. Only the second result is resolved by an ordinary preference change.
If captions display on the same episode on one device but not another after selection, preserve the comparison. Note the television model, app version and whether other captioned episodes work. That makes a device-specific problem easier to identify than a broad report about every TVNZ subtitle.
Keep the useful evidence before resetting
Use the provider's support form with the episode and the two-device result if the problem remains. A screenshot of the control state may help, provided account details are removed. Avoid deleting the application before noting the settings and message.
A reinstall can be a later support step, but it does not establish whether the original problem was an absent track or a saved setting. Keep the comparison small and repeatable so the eventual fix can be checked against the same episode.
Questions about this guide
Are TVNZ+ caption preferences global?
The provider says they are saved on each device.
Should the live channel and on-demand episode be compared as identical?
Use the exact same version where possible; caption availability can differ.