The same programme can have different access routes
A viewer can correctly find audio description on an on-demand drama and fail to find it while watching the same title live through ITVX. The publisher’s current guidance says AD is available on named on-demand platforms but not currently on live or FAST channels. That distinction explains why a missing live AD button is not, by itself, proof of an audio-device fault.
Identify the complete episode first
If on-demand viewing suits you, find the correct programme, story and part before checking its AD option. Repeated dramas can have similar episode images, so use the synopsis and identifiers. Do not assume every title is described simply because the platform supports the feature. The actual episode and the particular device still matter to the choice you are making.
Use the appropriate player control
ITVX tells viewers to use the AD button in the on-demand player after adverts have finished. Inspect the publisher’s current supported-platform list for the device you intend to use. A general television audio setting is not evidence that a separate ITVX on-demand track has been selected. Compare one known described episode on the supported route before changing unrelated speaker or soundbar settings.
Describe a support request precisely
If a listed described episode still fails, retain its title, part, device and what the player offered after the adverts. State that you are using on-demand ITVX rather than the live ITV3 channel. This gives support a reproducible question instead of an ambiguous report that all narration is missing. These are source-based instructions; no account, episode playback or household accessibility setup was tested for this article.
Questions, answered
Can I force live ITVX AD on by changing my soundbar?
The current publisher guidance says live and FAST AD are unavailable; that is separate from speaker configuration.
Does platform AD support mean every drama episode has it?
No. Check the exact episode and the supported viewing route.