Why can't customers reach telco support without hour-long hold times?

“difficult. On hold for 38 minutes the other day, with no option for callback or no idea when the call would be answered. Gave up. Tried again the next day. 28 minutes on hold! Finally a CSO takes my call.”

“I noticed that an AB rep responded to another customer to 'apologise' and suggest using online support. What a cop out response. I did try online chat support. This was even worse. 25th in the queue, and no end in sight.…”

“Over two hour long waiting times to speak to someone after. With no resolve. Always.”