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There's something like 8 servers for cross play and each console has their own separate server if you create a character with cross play turned off.
Unfortunately, don't know what's going on with cross play servers since I turned off cross play - which is not at all intuitive btw.
If you want to know how to turn off cross play, you have to do it before you create a character. On character select screen, look to the upper right corner and click on gear icon. Scroll all the way down and the last option will be to select on or off for cross play.
As far as your issue goes, I've been seeing posts about servers being locked and such, and, if I had to guess, you probably have to start another character.