ISP Review - A Shambles?

I had an email from Xilo, stating that if we were happy with their service we "could" submit an review on ISP Review's website.

I have been very impressed with Xilo's service and therefore did not mind taking the time, not only to write the review but also register on their site. I have since learnt that after writing and submitting the review, due to 3 reviews being added in one day (of a similiar IP address range - Xilo customers! Doh!), they have taken upon themselves to remove these and ban me as a user from their website. I now get a message:

You have been banned for the following reason:
review abuse
Date the ban will be lifted: Never

So that's two other people who have registered and placed a review of Xilo (I can only assume as they are impressed - they rated highly in the short time i saw the reviews on there) all for nothing and ISP Review

They did state to Xilo "Three reviews with a similar clean writing style, from the same login IP range and on the same day is something we would act on. Sorry but this is the same policy we have with all providers, anything suspicious is removed, we show no bias."

But this removal was done without any prior investigative work by them or questions asked, this has not only left Xilo annoyed, but I am completely frustrated by their actions. I wonder if the reviews were not good whether they would of bother acting on them?!

I know when I joined up with Xilo there was not many reviews about them, that is why I felt strongly about promoting the good service they provide to enlighten others.

I have emailed them and as yet, are still awaiting a response...

Edited by deleted (Fri 11-Sep-09 18:40:34)

After this was reported to us, I did take it up with Mark, who did explain the reasons why but at first his reply was that we had reviewed our own service and that they had systems in place which apparently detect such abuse.

It seems that if a company receives reviews in a short space of time, within the same IP space, that their 'systems' take action upon it as it suspects they are false. Although, it seems the system is manual. Which I then pointed out to him, they are clearly flawed.

Our new users will all have IPs (for their WAN connections) in one of our /22s, and then any routed from a second /22...

It appears that if any ISP gets reviewed and the IPs are, to quote, 'samey' then it is grounds for removal. I'd love to have a full /16 of DSL customers like BT, but that isn't going to happen over night.

Although, he did explain that some other ISPs, which I won't name have done this in the past submitted as many as 60 fake entries - which they then later admitted to and that ISPreview have to remain cautious - which I do appreciate.

We'll just hope over time that such reviews are judged on their merit and investigated thoroughly before someone, or a 'system' clicks the delete button

Matt

I am another one who has been banned for submitting an enthusiastic review. It throws considerable doubt on the accuracy of their ratings.

You think thats bad, ive actually been banned from this sites forums previously for something someone else said :$ i still have the emails where i had to point it out to the staff member concerned. I dont pretend to be goody two shoes, but it does show how so called moderating power goes to some peoples heads

In reply to a post by CARPETBURN:

You think thats bad, ive actually been banned from this sites forums previously for something someone else said :$ i still have the emails where i had to point it out to the staff member concerned. I dont pretend to be goody two shoes, but it does show how so called moderating power goes to some peoples heads

Most definitely. I suppose it's their website, so they can make the rules, but there are a lot of websites that used to be heaving with members that are now mere shadows of themselves (if they exist at all) because of the heavy handed moderation. However, it is difficult to draw the line sometimes - if you relax the rules and let people do what they like, it can have the same effect.

Morning,

My understanding was that ISPr had a rule that stated ISPs found emailing their customers to get to them review would be brought under question, which I guess has been followed by the site owner.

If this has changed, then fair enough, but if the rule remains in place, then the site owner can surely publish and allow what they determine is right.

In reply to a post by benbird7:

I had an email from Xilo, stating that if we were happy with their service we "could" submit an review on ISP Review's website.

Martin Pitt
Company Founder

I agree. I think that solicitation falls foul of rule 9.

ISPs are not allowed to promote the posting of reviews to �selected� (private) customers as this may produce an unnatural bias in the ratings. However, a public link to the system and general (impartial) message is perfectly acceptable.

It's moot now as the reviews seem to have been allowed in any case.

Seems daft, as long as the review is given as an independent individual, I can't see a problem with the ISP informing customers of the site, obviously if the customer is unhappy or happy with the service they get to air their own view.

This "heavy handed moderation" approach is very frustrating, basically if they don't like what they see delete is the button used, thanks both of you to bringing this situation to light.

Edited by deleted (Sat 12-Sep-09 11:50:39)

The way I read it is that if xilo e-mails all customers asking for reviews that is fine but if they e-mail selected customers it isn't.