UPDATE: Comcast is publicly apologizing to affected customers, saying the problem occurred during an upgrade to the company’s X1 platform. No word on whether subscribers will receive bill credit for the outage.
The heatmap above, taken from DownDetector.com at around 6:20 p.m. ET today, shows a large number of complaints from all the major markets served by Comcast, including Boston, D.C., Philadelphia, Chicago and many other metro areas.
Notice that gap of not-red just to the right of the final “A” in “PENNSYLVANIA”? That’s the New York City market, which Comcast is currently trying to bring into the red by spending more than $40 billion to acquire Time Warner Cable.
After repeatedly telling people to unplug and reboot their set-top boxes, a rep for Comcast customer service has acknowledged that there is a problem with the company’s X1 platform and that “technicians are working to restore services.”
We’ve also reached out to Comcast HQ to see if there is a more formal statement regarding the outage. We’ll update if and when we hear anything back.