anSo effectively this is a retail box.
Now John Lewis offer waranty (2 years typically) and indeed have a technical support unit.
So first question is when did you purchase it ?
As for resolution of the problem.
are the instructions for doing a maintenance mode reset -- options 2 or 4 are best options to attempt first.
Now I see you say you cannot get to the reset menu. Now the Maintenance mode menu is activated BEFORE the attempt to load the existing system (that is the Nearly Ready), If the maintenance mode cannot be activated there is normally an error code or a Sorry message displayed.
Can you confirm that you have tried to enter maintenance mode and if so what message appears at that stage.
Unless you have a BT Vision contract, there would be no support. The box would have to be purchased via BT, as part of a contract. Retail boxes would be covered by the normal guarantee provided by the seller, in your case, John Lewis.
A common issue when the hardrive fails and also when the thermal paste is dry on the heatsink.
In otherwords a duff box.
Speak to John Lewis as goods faulty and not fit for use.
Hope this helps.