Who decides to cut you off when waiting in a que

This morning I was on a NHS site trying to make an appointment. I started off at Nos 8 in the que, I had got to 2nd in the que when I was cut off, wasting a complete hour of my morning.  When I tried ringing again I was 12 in the que, so gave up. Who makes these decisions, is it Smarty or the NHS, either way it is very annoying and unnecessary. If it is Smarty and it happens again, I WILL start looking for a new supplier. Please let me know.