The recording of the “Comcast Rep from Hell” has now been listened to more than 5 million times, sparking a conversation about the largest player in the nation’s cable industry. That debate is a timely one: Comcast is in the process of acquiring the second-largest cable provider, Time Warner Cable, and both companies are plagued by notoriously 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 the existence of a new consolidated company — with a projected aggregate of 30 million subscribers — is in the public interest. The process could take months.

In the meantime, The Verge interviewed more than 100 Comcast employees in an effort to explain the company’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 We heard the same stories over and over again: customer service has been replaced by an obsession with sales, technicians are understaffed, tech support is poorly trained, and the telecommunications behemoth is hobbled by internal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 comcast@theverge.com.) Read part one about Comcast’s pursuit of ever greater sales here. This second installment focuses on Comcast’s technicians and tech-support staff.