As I said - never MORE than 15 mins - and if I know it's roughly a maximum of 15 mins then I'm happy enough to hang on - it was the uncertainty of not knowing whether i'd be on hold for 10 minutes or 100 minutes that was the problem before.
My confidence in the rate of getting through calls has gone up, but generally I only call if I know it's something I need them to fix (i.e. pinging the box to restore channels, dodgy return path etc) - most things like proxy issues or anything I can do on my side I check on here first
