Estimated average hold times by service category — inbound voice calls
At a Glance
Visual Overview
Category Detail
| Category | Typical Wait | Tier |
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🕒 Join the Early-Access WaitlistReal Voices — What Canadians Actually Said
"It's frustrating, it has created a lot of stress for me. It just keeps hanging over my head."
"I spent 2 hours and 38 minutes on one call alone just trying to cancel my business internet. I kept getting 'we are experiencing heavy call volumes' no matter what time I called."
"BMO phone support wait times are always 3 hours... another year later, still like this."
"I used multiple phones simultaneously to call back-to-back because individual numbers get 'blacklisted' for the day after being disconnected. Waited 45+ minutes when I finally got through."
"It reduces the need for these telcos to compete and to provide good customer service because they think, 'Customers need us, so we don't really need to do anything to improve our service.'"
"CBC News found waits exceeding 2 hours despite the CRA website estimating only 8–11 minutes."