Estimated wait time 3:54 hours to 5:51 hours

In what world can a person be holding on the phone for that long? Is it always like this? My current provider (which I am leaving to try Xfinity Mobile) doesn't take that long to answer to customers, not even during the pandemic! Anything over 30 minutes is already grotesc, up to almost 6 hours!?!? It sounds more like a skit.