XG1v4 wont connect

I went to the local store today to get help with my picture freezing, and they gave me a new XG1v4 box and remote.  I can't get it to connect.  It keeps stopping with error RDK-03004 and telling me to check connections and restart.  I've probably done that 20 times, even replaced my connecting cable, no luck,  The support assistant says I need an expert install for which I must pay, which is crazy -- Xfinity created this problem, not me.  There seems to be no way to reach a human being other than walking into the store, which is closed now.   I've searched forums and nothing I've found worked.  (I don't have too much hope for this forum either since the forum web page has no scroll bar making it almost impossible for me to display messages at a scale I can actually read them.  Not happy.