8am is the normal opening time for VM-phone CS.
If you're converting a V6 into a 360, the normal process is that you receive the remote, then the "upgrade now" icon appears in your apps list, 360 is then installed and your box starts its new life as a 360.
If anything goes wrong, an error code usually results which gives a good indicator of where it's failed. "Upgrade not activated" is part of an error message, but I'd still expect a code to go with it.
And no, if you've been promised a callback then it's fair to bet that won't happen and you'll need to callback in. It shouldn't happen - but does. Ultimately, although we can give an educated guess on here as to what's happened - it will likely need VM intervention to rectify. Forum staff will often pick up threads here, but it's not a real-time service and calling in is usually quicker.
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