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CloudCone 9-Day Ghosting Ends with Generic Templates and Zero Care for Ransomware Survivors
Hi community,
I just received a reply from a CloudCone support lead after they ghosted my ticket for 9 days. Unsurprisingly, it’s a total joke.
1. The Ransomware Incident Cover-up
A few months ago, like many of you here, my VPS instances (LA100 and LA240) suffered complete data loss and a week of downtime due to their Virtualizor gateway breach. Out of pure understanding, I didn't spam their support or demand cash back then out of pure understanding. I lost everything and rebuilt from scratch.
2. The 9-Day Ghosting
Last week, they spammed my inbox forcing me to migrate my IPv4 addresses before June 22nd. Because of the sheer inconvenience of reconfiguring my DNS and production workflows for their infrastructure re-numbering, I requested a simple, non-monetary compensation: a permanent hardware upgrade on my active servers.
They ghosted Ticket #5181750 for 9 days. When I finally forced a new ticket (#1846784) into Sales, a support lead named Sachithra Siriwardhana just replied by literally copy-pasting their standard, generic incident compensation template from months ago (the basic 1-month credit and 4-month renewal extension), and ended with: "We are not able to process a free upgrade for the services in leu of the IP migration."
They expect me to waste my professional time as a network engineer to fix their IP routing mess, while they completely reject a loyal ransomware survivor's reasonable request.
I am NOT migrating a single IP. I will gladly let my servers go offline and die on June 22nd.
To the LET community: If you care about support, respect, and your data—avoid CloudCone. Their 2.2-star Trustpilot rating is entirely earned.
Thread link will be forwarded directly into their management queue. Enjoy the dead routing on your hypervisors after June 22nd, CloudCone.
Comments
nice username
It's still crazy to me that people still have their production at this company after past events. Not even worth arguing with support, just churn and sleep easy.
they are using 2697v2 in 2026. who uses that?!
Hi there. We understand your frustration and appreciate the opportunity to address your concerns directly.
First and foremost, we recognize how disruptive data loss can be. However, the phrase "Cover-Up" is an overdramatization. Characterizing our response as a "cover-up" does not accurately reflect the actions we took throughout the incident.
From the moment the incident was identified, we maintained ongoing communication through our status page and email notices, providing regular updates as information became available. Our goal was to keep customers informed while our teams worked to investigate, contain, and remediate the attack. There were other providers under attack around the same time, with much less/none communication.
Our status updates were continuously provided here from the start of the incident, so customers could stay informed in real time. We also took the time to listen to valuable community feedback to improve compensation and remained closely engaged with affected customers throughout the incident.
For anyone who wants to read the full official statement from our website, you can find it here: https://app.cloudcone.com/incident-346624
This external attack will not bring us down. We are continuing to strengthen our infrastructure, enhance our incident response, and improve customer communication to better support our valued clients.
We also understand that standalone servers from any provider claiming high reliability don’t always give the peace of mind you need, especially when running critical workloads.
That’s why we offer our SC2 (Scalable Cloud Compute) line with Automated Backups, as well as Dedicated Servers with RAID Controllers for users who need extra control and security for sensitive data. We always strongly recommend independent backups for exactly this reason; no single server should ever be the only copy of important data.
At the end of the day, absolute resilience comes from combining the right infrastructure with solid backup practices, and we’re focused on giving our users flexible hosting options that protect what matters most.
While we recognize that no compensation can fully offset the inconvenience and disruption experienced, we are unable to offer hardware upgrades as compensation.
Our compensation framework for service-impacting incidents is standardized and already applied in your case, which includes service credits and extended renewal benefits where applicable.
We also want to address your reference to past incidents. While we understand the inconvenience experienced during any service disruption, compensation is handled consistently across all customers based on impact and policy, not on individual requests outside of that framework.
We value all customers equally, regardless of account size or spend, and we aim to provide fair and consistent support across the board. However, requests outside our compensation policy, such as free resource upgrades, will NOT be processed.
As part of our commitment to supporting customers after the incident, we introduced these measures:
Credit Compensation: All impacted customers automatically received account credits equivalent to one full month of their VPS package. For example, a VPS billed at $60 per year would receive $5 in account credits added directly to the account balance.
Service Extensions: Affected servers will automatically receive a free two-month service extension at each of the next two renewals, for a total of 4 free months of service. For example, a standard 12-month annual renewal will be extended to 14 months at no additional cost. Updated due dates will be applied automatically as renewals occur.
"They expect me to waste my professional time as a network engineer to fix their IP routing mess, while they completely..."
Our LA, USA datacenter has informed us of an IPv4 re-numbering process that will result in a change of your Budget VPS's IPv4 addresses. The upcoming IPv4 renumbering is a standard infrastructure update, done by many other providers too.
In most cases, it simply requires updating the assigned IP on the VPS and adjusting DNS records accordingly. For customers following normal deployment practices, this is a simple change and should not require significant reconfiguration of workflows.
The IPv4 migration is an easy 3-step process that automatically updates your Budget VPS's IP address. We understand that IP changes can be inconvenient; this is why we are giving our users plenty of time until the 22nd of June, 2026, to perform this migration during a maintenance window that best suits your operations to minimize impact.
We’re still here to assist if you need help completing the IP migration or have any technical questions related to it.
You're demonstrating how not loyal you are, idiot. You failed to demonstrate loyalty in the past. They provided more credit than you lost in service.
You're a fucking snowflake and if this 5 minute task used so much of your time, you're also fucking incompetent.
You should be looked at for fraud for representing yourself as a "network engineer". Otherwise, you wouldn't be so ignorant and misinformed on IPv4 renumbering.
Imagine being this illiterate. Who said I can't configure it?
I am an enterprise network engineer managing massive IT infrastructure daily. Updating an A record, tweaking a reverse proxy, rewriting firewall rules, and rebinding static configs in a customized VPS is a 2-minute job for me that I can literally do in my sleep. Nobody is crying over a basic networking task, you absolute clown.
What I am calling out is the absolute garbage consumer experience. As a paying customer who actually stuck around after they wiped 100% of my data due to a pathetic security failure, getting ghosted for 9 days on a ticket while my inbox gets spammed with automated deadlines is a joke.
There is a massive difference between "I don't know how to do it" and "I am sick of a provider treating my professional time like a free joke."
I am bashing the experience and their lack of respect, not the technology. Go argue with a wall if your single brain cell still can't grasp the concept of basic customer service.
LoL
@CloudGone you were rage-baited by @TimboJones , don't response with harsh word, just say with normal wording or do not response at all. He's just trying to derail the thread.