Several years ago I went to my cousin's to help him fix his internet connection. In the end we had to call Telus, so he got on the phone and we waited on hold as we talked for about 15 minutes. Then we decided to go watch the hockey game while we were on hold. Listened to their crappy music as we watched some Leaf's game on HNIC. To spare you the rest of the boring details, we sorta forgot about being on hold and wound up watching the entire game. After the game he hung up and called back, but this time instead of choosing the tech support option he chose the option to speak to somebody in account management. Obviously the guy couldn't help, and wouldn't/couldn't get us connected to tech support, so we called it quits and went out for beers. My cousin was without internet for a few days, as he didn't want to wait long whenever he called, and ended all his calls after waiting for 10 minutes. He got lucky half a week later and got connected to a live person in just a few minutes. They couldn't solve the problem without making my cousin wait a few days for some reason, so he switched to Shaw.
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