Pixelation plus xid-c boxes don’t work

[helping-out]

I’m helping my in-laws with their essentially non-functional TV setup. Their primary x1 box has been pixelating for months, the tech recommended replacing the two additional boxes and sent over XiD-C boxes - both of which refuse to connect and show error RDK-10000. The system setup is the co-ax comes into the house to a 4-way splitter,(Antronix cmc2004h) - which feeds:
1- main X1 box
2- xid-c box 1 (with another splitter in-line)
3- xid-c box 2 (very long run)
4- goes through video NID (metrophase) to Verizon internet service Box and out to Verizon modem.

I suspect the issue is either signal quality (because i don’t see a powered MoCA amps) or some sort of MoCA interference due to incompatible older equipment or conflicts between Verizon and Xfinity services. Note that the boxes installed before the xid-c boxes worked although with some pixelation. Thanks in advance!

[CCAndrew]

What is metro phase? If it was pixelating before, it could be cable quality not allowing a connection

[helping-out]

To the best I can tell, there is a Video NID (which I assumed was Video network interface device) made by a company called micro phase (sorry, I think autocorrect changed the original!)

Yes - the pixelation existed before.They won’t let a tech in the house so wanted to try to fix it if I can - I was hoping just replacing the 4port splitter with the one by Commscope or PPC would work, but I wasn’t sure that was the real issue or if it could make things worse...

[helping-out]

I forgot to mention that I can't get to that screen using the "hold exit button" on the main XG2 box, but I can use the settings menus and go to the "Comcast Labs" and it says signal quality is Good.

On the XID, I can get to the diagnostics screens, but am not entirely sure what to look for to figure out what might be wrong? Again, the two additional smaller boxes supposedly worked fine (I can't get a clear answer to the question about pixelation, but the issues evidently weren't as bad if they were present on the additional TVs) before they were replaced with the XiD-C boxes yesterday morning.

[helping-out]

(Sorry for not being organized with this @CCAndrew , but I really appreciate the help!) It looks like the two XiD boxes may have different issues? I can't figure out how to post the images, but created pdf with them in it if that is useful. It looks like one is connected to node 0, and one is not.

[CCAndrew]

The moca connections are most important, that’s how the boxes communicate. Do you have a Comcast gateway? Have you tried resetting the main box? Replacing the splitter with the proper commscope amp will help as the signal loss from the splitter will decrease

[helping-out]

Thanks so much @CCAndrew !

If by gateway you mean their internet/voip gateway, then that is provided by Verizon - although it appears to be off the same coax cable. Yes, reset multiple times, a phone tech ran a bunch of stuff last night and said - hm, call again next week. Evidently, the previous time my in-laws called they thought the new XiD satellite boxes would solve the issue (not sure why.)

Am I correct that the one satellite that says "Lowerlayerdown" probably has an actual issue with the physical cable connection somewhere?

The other satellite says has numbers I think you told someone else were no good?

MoCA Status: Up

TX Broadcast: 630

Current PHY rate: 646

[BHelms07]

The XRE-10000 error means the box isnt enabled in your account. call xfinity and ask them to make the boxes active, or enable them. once they do that you will be able to activate them. for the main x1 box, see if you have a coax amplifier and if so, is it getting power? If you dont have one try to get one and see if that works.

[helping-out]

Thanks - I have a MoCA amp on order, fingers crossed it works!

[Rustyben]

extra question...  you didn't list a gateway in your split list for a cable 'modem' for your Xfinity internet service?