Comcast CEO talks net neutrality and new X1 features
SAN FRANCISCO — Comcast CEO Brian Roberts was hoping to keep the focus squarely on new features rolling out to its cloud-based X1 service Wednesday but instead found himself addressing the hot-button issue of net neutrality.
"We're trying to work with the FCC, Congress and the administration to forge an outcome all stakeholders can live with and doesn't harm the innovation cycle," said Roberts, noting that the uncertainty over net neutrality — the notion that all content should be treated equally by Internet service providers — can ultimately stifle investment in new technologies.
Roberts' comments come on the heels of President Obama's comments Monday, in which he called upon the FCC to create rules protecting net neutrality and ensuring that "neither the cable company nor the phone company will be able to act as a gatekeeper, restricting what you can do or see online."
Obama is looking to classify ISPs as utilities in an effort to regulate their ability to provide "fast lane" access to specific content, which could create a tiered Internet where some information and videos download more quickly than others. Roberts said he favors the "transparent conversation" that has been ongoing between ISPs and the FCC as opposed to new regulations.
"For 20 years now, we've all played by a set of rules that have helped build the world we enjoy," said Roberts, whose father, Ralph, co-founded Comcast half a century ago.
Roberts also took the opportunity to address a July incident that went viral in which a customer service representative spent 18 minutes trying to talk a client out of disconnecting his service.
"I was embarrassed, disappointed and other thoughts I won't articulate. But my wife said, 'You'll be a better company for it,' and that's true, it was a teaching moment for us," says Roberts.
Turning to the company's X1 service, which is now in 5 million homes, Roberts said it was critical for broadband and entertainment providers to "behave more like (car sharing service) Uber, which changed the old way of doing things and made it better."
Two new customer-centric X1 features are aimed at the visually impaired. One is a talking guide, and the other a new remote control that you can speak into, recalling Siri- and Cortana-like conversations consumers are used to having with the smartphones. Roberts asked his remote to "Find The Godfather" and "What should I watch?" In a matter of seconds the screen lit up with answers.
Roberts said he expects his company's acquisition of Time Warner to go through in the first quarter of next year, which among other ramifications would allow Comcast access to the lucrative markets of New York and Los Angeles.
"It will be nice to have more of a national footprint," he said.