A very odd anonymous post indeed, smells funny to me, and the IP comes from Poland before resolving after sneaky redirection to some Pipex range. No doubt there will be a convenient explanation to follow. Also, to the OP, masked swearing and personal abuse words are against the rules and just because your service has been fine doesn't mean to say everybody has the same "perception".
Regarding the review, it's obviously edited by the author and not us doh! At Matts (Xilos) push I in turn requested that the review author (whom seems to have gone a bit overboard) adjust the support times while investigating the review following a complaint by Matt against the review in general. Since a recent court ruling we cannot now touch the content of a review without becoming totally liable for it. Silly law but that's the way it goes.
I am not going to waste more time going over the details of said complaint, but suffice to say Matt/Xilo think the review is fake or inaccurate and I had to waste hours trying to investigate it and play "man in the middle" while facing increasingly angry emails from both sides.. lots of fun but sadly its almost routine with some ISPs

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ISPreview is not a police force and just like every review site on the internet we can only investigate so far and have to reach a judgement. In this instance "Robb" supplied screenshots of his PayPal account, which appeared to match his explanation, albeit through the eyes of a customer unfamiliar with the normal processes of an ISP.
The author did not strike me as being dishonest and indeed much of the earlier confusion was caused by a misunderstanding over the connections status (I thought he had left when in fact the connection was still live but under somebody else's control). Matt indirectly confirmed earlier on that a customer within the same time period had experience some of what "Robb" had said to me, albeit with different perceptions of the experience from both sides.
In any case ISPreview is a free consumer ISP information website. It is not our job to judge a customer's technical interpretation or perception of an ISPs service. This was not an easy one to tackle, ultimately with our limited resources we felt comfortable enough that "Robb" had been a Xilo customer.
Sadly "Robb" ended up being angry at me for sending him so many messages (I did get a bit pushy because Matt was pushy to me, very sorry about that Robb!) and Xilo was angry at me for not doing more and removing it. I ended up feeling tired and stressed after the whole experience, and somewhat sympathising with the customer in that respect. "Robb" now ignores my emails so we've moved on lol.
One good piece of advice for ISPs who want to complain about a review, it's far better to start off by doing as the big providers usually do and ask if the customer needs more help first. A little politeness goes a long way. You can't expect every review to be 100% correct, a person's perception of their experience can often be different from what happened but that's life.
It's a shame because I think Xilo are an excellent ISP, easily one of the best right now, but this experience has damaged the relationship between myself a Matt.
Another hour of my other day job wasted to this.