The now-infamous “Comcast Rep from Hell” recording recently sparked a conversation about the largest player in the cable industry, and it’s a timely one: Comcast is in the process of acquiring the second-largest cable provider, Time Warner Cable. Both companies are plagued by low customer-satisfaction ratings.

Comcast and Time Warner have agreed on a price, but the deal isn’t done. The Federal Communications Commission and the Department of Justice must decide whether a new consolidated company — with an aggregate 30 million subscribers — is in the public interest. The review process will take months.

In the meantime, The Verge interviewed more than 150 current and former employees in an effort to understand Comcast’s lousy reputation. We heard the same stories over and over again: customer service has been replaced by an obsession with sales; technicians are understaffed while tech support is poorly trained; and the company is hobbled by internal fragmentation.

The Verge will be publishing excerpts from these interviews over the next few weeks as part of our Comcast Confessions series. (If you work for Comcast and you’d like to contribute, email us at Read part one here and two here.

This installment is about how Comcast’s splintered organizational structure undermines efforts to improve customer service.