Oh, and re call customer support! pah! I have been there before, lost over 4 hours of my time, very frustrating, and ultimately I was cut off (for the 2nd time), so want to avoid this if possible, I only have one life!
Re the possible "more damage", what more damage can be done; the HDD was stuck; I had tried numerous approaches to get the box working.
A single jolt, and it is running again.
The box is probably older than 4 years (ish), so not surprised.
I can remember we (computer company I worked for), had a problem with IBM drives getting stiction problems, you could get them working with a "gentle" tap usually to get the data off them before replacing the drive because they only got worse. It will need replacing but when is hard to say, when you start having problems with your recordings is when to call Virgin.