Afternoon TV time went sideways for thousands of Xfinity customers in Jacksonville and across the country on Monday, as cable and streaming services cut out and support channels struggled to keep up. Some households lost live TV altogether, while others could not even get through to Xfinity for answers, sparking a fast-moving wave of confusion online about how big the problem really was.
What Happened
According to News4JAX, outage-tracking site Downdetector logged nearly 26,000 reports of Xfinity problems as of about 4:30 p.m. Monday. Reports were clustered in major metro areas including Chicago, Atlanta and Boston, along with the Jacksonville area. As of the time of the News4JAX report, Xfinity had not issued a formal public statement explaining the disruption.
Company Status And Customer Experience
Through its online Xfinity service-status center, the company lets customers plug in an address to see if a local outage is on the books. During Monday’s spike in problems, however, some users said the outage map and app themselves were briefly tough to reach. That left plenty of people leaning on third-party trackers and neighborhood chatter to figure out whether the issue was just their living room or something much bigger.
How To Check And Troubleshoot
If your TV or apps are refusing to cooperate, start with a basic power cycle on your gateway and set-top box. Unplug both devices for about 30 seconds, then plug the gateway back in and wait until its lights settle into their normal pattern. After that, reboot the cable box. If nothing changes, try opening the Xfinity service-status page from a phone on cellular data and note any error messages or outage IDs you see before you contact support or head to a nearby Xfinity store.
Why It Matters…