Your picture is perfect and the guide is blank. Here is why

The guide is not part of the stream

This single fact explains everything else. The video and the programme guide arrive by entirely separate routes. The stream is compressed video delivered continuously. The guide is XMLTV — a plain XML document listing programmes, their times and which channel each belongs to — that your player downloads separately and stitches together on screen.

Because they are independent, they fail independently. A blank guide beside a perfect picture is not a contradiction. It is exactly what you would expect when one of two unrelated things has gone wrong.

It lives or dies on one attribute

The join between the two is tvg-id. Each channel in the playlist declares one; each programme in the guide declares the channel it belongs to. When those strings match exactly, the guide appears. When they do not, you get silence.

And they mismatch easily. BBCOne.uk, bbc.one.uk and BBC One are three different strings as far as matching is concerned. A guide source revising its naming, or a channel list being rebuilt, can break every channel at once without a single stream changing.

This is why "the guide stopped working" reports arrive in clusters from many customers at the same time, and why they resolve together too. It is data alignment, not delivery.

The three-hour shift is a different problem

The second most common report is a guide that is present but uniformly wrong — every programme showing two or three hours out, consistently, on every channel.

That is a time zone conversion and it lives in your player, not in the guide. XMLTV timestamps carry an offset, and your device converts them using whatever region it believes it is in. Set that wrongly and everything shifts by a constant amount.

The tell is the consistency. Wrong by a fixed number of hours across the board is conversion. Wrong on some channels and right on others is mapping.

A diagnosis that takes two minutes

Does the picture play? If yes, your credentials and the stream are fine and nothing you do to them will help the guide. Is it empty on every channel or only some? Every channel points at the guide file failing to load or a wholesale identifier mismatch; only some points at those specific channels being unmapped.

Is it present but shifted? Timezone, in your player settings. Did it work yesterday? Then something changed at source, and a message naming the affected channels will get it remapped faster than an evening of reinstalling apps.