Welcome to the Community and thank you from posting. I'm sorry you're having problems with your BT TV Box.
If it still isn't working after the Factory reset then its sound like it could be a fault with the box itself, more than likely the hard drive. If you send me in your details I'll be able to run a few checks on your service.
I have sent you a private message with instructions on how to contact me. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages