Problem with new 360 box - Account Retrieval Error CS1012

Virgin sent out a new 360 box to replace our very old TiVo one.

I connected it all up and all was going fine. I wanted to connect it to the internet via Wifi because the two ethernet cables in that room are already used by other devices.

It went through the process of connecting for up to 15 minutes, before eventually saying Account Retrieval Error CS1012.

I've tried restarting and it just goes through the same cycle, 15 minutes trying to connect then the same error. I've also plugged in an ethernet cable, but given the behaviour doesn't change I suspect it's still trying to use Wifi. There's seemingly no other options to do anything on the box, it's just a full screen error with no menus or settings etc.

When putting in the wifi password it is a long complex one, so it may have been entered incorrectly. I couldn't see the option to show it clear text so just submitted thinking it would error if it was wrong and let me try again. Hopefully it isn't trying to connect on the wrong password and that's causing the issue.

I use the Virgin hub in modem mode and have my own router and wifi extenders setup, but there's no problem connecting to the internet (through Virgin) on other devices so I don't think this is the problem.

There's an engineer coming out on Saturday but wondered if there's way to hard reset the box so I can start again and try on ethernet, or any other potential fixes to fix it before the engineer comes out.

One thing I noticed was a few light scratches on the front, so I don't think this box is a new one. It started up in a factory reset mode so guessing that won't be a problem.

Any help gratefully received!