I wonder if there is a spike of customers calling in today because of the hydro related Internet and TV outage in Windsor Park that started Saturday morning. As of 14:15 the outage is still shown as being in effect on the MTS outage page.
Other reason could be somebody called in sick today and the MTS contact center could not get a replacement. If they are short staffed the hold times will be longer.
Was this on Saturday afternoon? I will send your feedback to our customer service teams. Were you able to get the help you were looking for? If not send us an email with your situation or issue and account number to email@example.com and we'll have the correct Customer First representative reach out to you.