As it seems you've already tried the reboot and the reset, sounds like you need to contact the helpdesk 0808 100 6116 or btconnectedhome@bt.com.
Just maybe one thing to check: when you do the reset, make sure your disc is connected to your router with the Ethernet cable.
Just had the same issue and followed your advice, worked a treat. Plugged the disc into the smarthub via Ethernet, reset the damn thing using the pinhole and it rebooted and now works like new, thanks