I have been disconnected several times after holding on the phone line for exactly an hour. However if I call the US number after 8pm UK time then I get through within 20 to 45 minutes. Apparently the UK call center closes at 8pm UK time but they must route the US number through to some UK based agents because I have spoken to them between 10pm to 11pm in the UK, and the agents have been talking about how it is very late at night for them. I am physically located in the US and using the US number.