Yes, it's often the case that someone with a query because of a problem, or a major gripe to report, will post, (plus a few happy with service from someone else and maybe also happy to twist the knife!) where a positive report is far less likely to get posted.
I've been a customer for umpteen years and and generally happy, but glance in now and then to see what troubles others seem to be having. Glad your problem was speedily resolved.
If you run a business, have a second ISP and backup web hosting...