Outrageous Hold Times

What is going on at Telus support that causes 1+ hour hold times every time I call?  Seriously…the call centres are in the Philippines and they are only “open” like 8am - 6pm EST?  How is this normal?

The hack I have learned is that if you wait more than an hour on hold and then hang up, you get bumped to the front of the line the next time you call. It’s a shame that this is something I need to do to get service.