XG1v4 not activating

[AndrewTr]

I just received an XG1v4 receiver. After taking it out of the box I get error RDK-03004 (trouble communicating with server) After hours on the phone with Comcast and more tests than I can count they are lost. I got into the diagnostic menu and found the DOCSIS signals are reading downstream power -12.5dBmV and SNR 34.9 TenthdBmV. I plugged in another box on this line and it works without issues.

Support cannot tell me what the acceptable levels are. From what I understand the range should be +\-15 dBmV

I have a +15 dB amp at the demarc, which feeds a 4 way splitter that puts out -7, feeding an 8 tap box that puts out -11. I’ve tried connecting to both and no joy.

All other TVs are working fine, and the modem has no issues.

Is the XG1v4 extra touchy on signal strength? What is the range it wants? How can I get it there?

[CCAndrew]

Look at the upstream as well (between 35 and 51), downstream is ideally between 10 and -10. What was the second box that you tried? Do you need all those cable connections?
You’ll probably need a different amp. Something like the attached, instead of amping the signal, it replaces the loss of signal from splitters. When you combine your 15 dB gain amp with the 18 dB loss on splitters (11 and 7.5) and an 18db gain on your upstream you lose a lot. Your internet shouldn’t even be going through the amp.

[gwtx]

I have the same issue on a new xg1v4-a box and the old X1 before it, how did you get into the diagnostics menu? I thought the box had to be completely booted before accessing those menus?

[gwtx]

nevermind, was pressing down an extra time before pressing 2