Not a solution unfortunately, but similar experience. I was in a queue on phone helpline , on my mobile,
Putting up with the awful Muzak on loop , interspersed with the message that they are experiencing a heavy call load .
After just over an hour, the message changed to “ you are number 9 in the queue, your call will be answered shortly “
Great , light at the end of the tunnel ! ..... you are number 8.....7......6......5.....4....3 Then I was cut off , like you exactly 2 hours in .
Gave up and have to try again next day as their office was about to close 😫.
Did you get any joy.? I can’t see any way to bypass the 2 hour limit. Wondered if you did?