Record where the advert appeared
The current plan table says live television continues to contain adverts regardless of membership. A commercial within a live channel therefore needs a different interpretation from an extra interruption inserted into an on-demand episode. Note the channel or title and whether playback was live before comparing it with an ad-free catalogue promise.
An overlay is another documented format
The same page warns that subscribers can see advertising overlaid on the playing picture. This does not necessarily stop the programme like an ordinary video break. Describe what happened: text or imagery over the video, a separate commercial clip, or a broadcast channel’s own advertising. That observation makes the complaint testable.
Check the account if on-demand breaks are unexpected
ODK’s Premium troubleshooting focuses on in-stream video adverts and asks viewers to confirm that the paid account is actually signed in. A payment on one account does not identify the session open in a different app. Compare the account status with the receipt while keeping credentials private.
Use current plan names when reporting
The help centre contains material using historical Plus terminology as well as the current plan table. Give support the plan displayed now, the programme, advertising format and device. This avoids debating a general word such as ad-free when the relevant exception is a live feed or overlay rather than a lost on-demand entitlement.
Questions, answered
Must Premium remove a live channel’s adverts?
The current plan page explicitly says live TV retains adverts across membership plans.
Is an overlay identical to a separate in-stream video break?
No. The provider lists overlays separately, so describe the actual advertising format.