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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.
I'm 100% on topic. You're technically doing more to derail this thread than me...
:facepalm: you specifically say "illiterate" and then respond like you had a reading fail.
Yes, you are! Are you on crack? You're saying you're so inconvenienced by their disrespect that you deserve to be compensated.
So then go somewhere else. You just wanted more value. If you keep incorrectly saying "they wiped" your data like it was intentional, you won't have any credibility at all. Whining about ghosting and spam at the same time. You're hopeless.
It's an unmanaged server. You ordered the wrong thing. You wasted waaaaay more "professional time" on this thread than just making the change. You're either straight up lying or a spiteful hypocrite.
No, you're bashing they didn't give you free hardware upgrade. That is 100% the reason for the existence of this thread.
They got hacked, they compensated people.
They have a planned network change, there's no compensation, this is normal in life of IPv4.
If you want to keep same IP forever, buy IPv6.
@TimboJones I love how you keep moving the goalposts to defend absolute garbage support.
Let's make this simple since logic isn’t your strong suit: "Unmanaged" means the provider doesn't configure my OS or software. It does NOT mean they get a free pass to ghost billing and migration support tickets for 9 days. If you think unmanaged VPS means zero basic customer service, you've been conditioned to accept pathetic industry standards.
I’m not "lying" about data being deleted—a flawed infrastructure setup allowed a panel breach that wiped paying customers' drives. Whether it was a malicious script or an accident, the root cause was their security failure.
To answer your question: No, I didn't get "triggered." I replied with facts, and the community here already sees right through CloudCone's 9-day ghosting and your desperate bootlicking.
I’ve already made my point clear to the provider. The old IPs can rot on June 22nd. You can keep typing essays to defend them all you want, but I’m done wasting my professional time on a clueless fanboy. Enjoy the last word, you earned it.
Anyway, to follow up on what @Gravely mentioned—it’s definitely time to churn and sleep easy. I am officially moving all my staging environments and containerized workflows away from CloudCone before their June 22nd deadline.
Since there are plenty of host reps and knowledgeable members here, I’m actively looking for alternative budget VPS providers. Here are my basic requirements:
Any solid recommendations from the community? I've heard good things about RackNerd and Alphavps around here, but I'm completely open to other reliable options. Black Friday / LEB promo matching deals are a huge plus. Let me know what you guys are running!
Just to add—if any host reps are reading this and have unlisted or exclusive promo links that match these specs (especially for Japan or LA nodes), feel free to drop them here or PM me directly. I'm ready to pull the trigger and migrate my data this week.
19 days to 4th of July event. Just spin a temporary vps somewhere else
Just to clarify my requirements for any host reps dropping deals—I am heavily looking for Large RAM plans.
CPU cores and insane bandwidth packages don't really matter to me that much since it's mostly for my own private staging environments and self-hosted automation containers (running stuff like Open WebUI, heavier AI tooling scripts, and Docker stacks). If the RAM is too small, these containerized workflows will literally choke and hit OOM immediately.
I'd rather pay for a plan that gives me 8GB, 16GB, or even 24GB+ of RAM on a stable node rather than a high-CPU plan with tiny memory. If you have any high-RAM budget VPS promos for US West Coast or Japan, link them below!
I will give $50 to providers that issue IP change to @CloudGone 3-5 weeks after starting their service. That doubles to $100 and $200 for a second and third time spaced a few weeks apart.
No notice emails sent, either, he treats announcements as spam.
You KEEP using "ghosting" term incorrectly, which is why you look so silly. You just mean the word "ignored".
You're lying about who did the wiping and the intentions. You have no credibility.
You're wrong in many ways, not presenting "facts".
You are rage quitting the provider because they're not compensating you for an IP migration. You're going through significantly more effort than DNS update. That's fucking triggered, buddy.
They're getting rid of a shitty customer. Good for them.
tl;dr IP migrations are normal practice and inevitable over time. Compensation is not expected for this task. Expecting IPs to never change, they buy their subnets. It's ridiculous to think an IP will never change and is NEVER advertised or communicated as such by any provider, ever.
OP has unrealistic expectations and providers should avoid this needy snowflake.
We are reaching out to inform you of an important infrastructure migration affecting users on our Budget VPS lineup at our Los Angeles (LA) data center. As part of CloudCone’s long-term infrastructure strategy and continued platform expansion, we will have to relocate our LA-based Budget VPS lineup infrastructure to our new data center facility. This includes the physical migration of approximately 200+ server nodes and associated hardware. Migration With Expected Downtime: Start Date: Wednesday, July 07, 2026 Power-off begins: Approximately 05:00 PM (PST) Physical unracking begins: Approximately 05:30 PM (PST) What to Expect During The Migration This infrastructure migration will be carried out in carefully planned phases to ensure minimal disruption: Firstly, we are committed to ensuring complete transparency. Each affected node will be safely powered down. Hardware will be de-racked, securely packed, transported, and reinstalled at the new data center facility. The transport route to the new facility is expected to take approximately 1 hour. Once unpacked and re-racked, the hardware will be re-cabled, powered on, and fully validated. Due to the scale of this operation, full completion, including staging, transport, configuration, and network validation, may take up to 24 hours. Your server’s current IPv4 address will remain unchanged. No action is required from your end, other than planning accordingly for the downtime window. Why This Migration Is Happening This move is part of our broader effort to strengthen and scale CloudCone’s infrastructure footprint alongside the ongoing transitions affecting our current upstream providers at the LA DC1 facility. As a result, CloudCone will have to physically migrate our Budget VPS lineup out to a new facility in Los Angeles, USA. We aim to: Increase growth capacity within our LA, USA location. Improve infrastructure scalability and business efficiency. Continue investing in more reliable colocation facilities worldwide. Stay Updated As We Proceed Our engineering and operations teams have been preparing extensively for this project to ensure the process is executed as smoothly as possible. We fully understand the importance of uptime and will take every precaution throughout each phase of the migration. Further updates, including service-specific schedules and progress notices, will be shared on our Status Page: https://status.cloudcone.com. Frequently Asked Questions Our support team is available to assist you if you need any clarification. Can I choose to stay in the previous ‘Los Angeles’ DC? No. As part of CloudCone’s long-term growth strategy, we are physically relocating the infrastructure for our Budget VPS line to a new Los Angeles (LA) data center facility. Will any data be lost? No. This is a physical infrastructure move. Your VPS will remain on the same server hardware, which will be powered down, transported, and brought back online once the move is complete. Should I take backups before the migration? Although we do not expect this migration to result in any data loss, we encourage all customers to maintain their own off-server backups before the infrastructure move as a standard best practice, just to be on the safe side. Will I receive any compensation? No. CloudCone does not provide compensation, service credits, or refunds for infrastructure migrations, maintenance events, or other scheduled downtime. Our team remains committed to carrying out this migration with transparency, care, and minimal disruption. What happens if I choose not to proceed with the migration? Unfortunately, if you do not wish to continue with the migration, the user would have to cancel the service without a refund. Please note that this migration does not breach the service location promise, as your service will remain hosted within the city of Los Angeles, USA, within a brand new state-of-the-art data center facility. Will my VPS resources change? No. Your VPS resources, including CPU, RAM, disk, and overall plan, will remain unchanged. This is purely a physical data center move while keeping the IP address the same. Will my IP address change? No. The IPv4 renumbering process was already completed on the 22nd of June; your current IP address will remain unchanged. How can I stay updated? Once the maintenance begins, we will create an incident on our status page and provide regular updates throughout the process: https://status.cloudcone.com. Do I need to open a support ticket before the migration? No action is required from your side before the migration, as our team will take care of the full process, including the safe shutdown, physical transfer, and service restoration. Please plan accordingly for the scheduled downtime, and once the migration has been successfully completed, we will notify you via your CloudCone-registered email as soon as your VPS is back online and fully operational. Will my VPS password or login details change? No. Your username and password will remain unchanged. Will the VPS location still be Los Angeles? Yes. All of our services will remain active in the city of Los Angeles, USA, within a brand new state-of-the-art data center facility. We appreciate your patience and understanding, and your continued trust in CloudCone while we carry out this important migration. Our priority is to ensure the process is completed safely, carefully, and with minimal disruption. Sincerely, The CloudCone Team
Update: CloudCone’s LA Budget VPS history keeps getting worse.
For anyone who thinks this is just another normal maintenance window, here is the timeline:
January 2026: LA Budget VPS incident
CloudCone’s own public incident update stated that multiple LA VPS host nodes were compromised, affected VM disks were corrupted, and the data was irrecoverable. Affected LA VPS instances had to remain offline until customers reinstalled them.
After that: “We are improving the platform”
CloudCone said they were transitioning away from the third-party platform and improving their infrastructure/security strategy. Fair enough — that sounded reasonable at the time.
Then came the forced IPv4 renumbering
Customers were told to migrate IPv4 addresses before June 22, 2026. That meant updating services, DNS records, firewall rules, monitoring, application configs, and anything else bound to the old IP. CloudCone described it as an “easy 3-step process,” but in real production usage, IP changes are never just a cute 3-step wizard.
Then came the 9-day ticket ghosting
When I asked for a non-cash, practical compensation after all of this disruption, my ticket was ignored for 9 days. When they finally responded, they repeated the same generic compensation framework and refused anything outside their template.
And now: physical migration of the same LA Budget VPS lineup
CloudCone has now emailed customers saying the LA Budget VPS infrastructure is being physically moved to a new LA facility. Around 200+ server nodes and associated hardware are involved.
This is not just “a reboot.” Their own email says:
So the pattern is now very clear:
First, LA Budget VPS users suffered an infrastructure/security incident with irrecoverable data loss.
Then users were pushed through IPv4 renumbering.
Now the same lineup is being physically moved again with up to 24 hours of downtime.
And every single time, the customer is told some version of:
“Please understand.”
“Please plan accordingly.”
“Please keep your own backups.”
“Please update your services.”
“Please accept no compensation.”
“Please accept no refund.”
“Please trust our long-term infrastructure strategy.”
At what point does this stop being “budget VPS reality” and start being a provider repeatedly pushing its infrastructure problems onto customers?
Unmanaged VPS means CloudCone does not manage my OS, apps, firewall, or stack. It does not mean the provider gets unlimited free passes for compromised infrastructure, irrecoverable disks, forced IP changes, physical datacenter moves, long downtime windows, and template-based support.
And yes, backups are the customer’s responsibility. Nobody serious disputes that.
But security, host-node integrity, datacenter continuity, network planning, migration communication, and incident handling are the provider’s responsibility.
CloudCone keeps trying to turn every provider-side failure into a customer-side homework assignment.
This latest migration email basically confirms the same thing I said earlier: I would not trust CloudCone’s LA Budget VPS lineup with anything important anymore.
If you still have anything valuable running there, take off-server backups immediately and seriously consider migrating out before the next “infrastructure strategy” email arrives.
CloudCone keeps calling these things “infrastructure improvements,” but from the customer side, it just feels like endless disruption with zero real accountability.
@CloudGone At best, you'd get a 25-50¢ for the trouble. So, spin up hourly vps, setup your stuff, turn off the cloudcone.
Then, migrate back when they finished. At most that will cost you $1 and 30 minutes of downtime to sync the database
@CloudGone
Wait. they are again IPV4 renumbering?
Last time they did that, my SC2 was ok but vps was down for three months. I have raised ticket but they said they were helpless at that time.
Just jumping in here to not support anyone but just to share my experience.
I am no network engineer, I am a web developer and have my small agency.
At one time, I have had 20 VPS instances on CloudCone.
Sure some of my clients websites were totally wiped off, 4 instances that had actual client files and trafficed website, BUT I had setup daily backups on all my instances to 2 different providers, S3 and Google Drive,
Now my clients didnt want to stick around to have this resolved and wanted their websites up so i went somewhere for those 4 instances and it happend to be that my renewal was coming so i just didnt renew but I still have 15 or so instances there.
Their support, well, its good to me, its not as prompt as you can expect but you are on a budget provider, we cannot expect 1hour resolution on a budget provider.
Their IPv4 migration, if you have been with them for a while, this is not the first time, they had this in past too and it took me total of 1 hour to do all that migration including things on cloudcone as well as on my cloudflare and other places, sure 1 or 2 got missed out for IP whitelisting but its was not as painful as its been mentioned.
Overall even after all this, Cloudcone has still been my #1 provider for budget services.
Always a golden rule, backup your work. based on what you do with your infra, hourly or daily or weekly or yearly or wahtever suits your need. rclone takes 2 min to setup and runs in background forever.
Why are there so many walls of text. I don't wanna read that shit. @rpqu i need a tldr!
Bruh, I already give out the script for LET thread to JSONL.
Anyway, remember the attacker leveraged dormant technician account pass stored in chatlog. Then, there's no IP control. So, the attacker use it to encrypt few GB (head and tail) of the guest storage. Forest has better explanation.
CloudCone declared it as a total loss despite the data supposed to be 80-95% recoverable. OP got 5 months of free service as compensation.
Then, dispute between Multacom (parent of cloudcone) and Wilshire Boulevard's owner (let's denote it as LA DC-02 for convenience) caused racknerd to move their operation to DC-03, because it's operational risk. Now, cloudcone did that too. Raindog308 LEB's post for better explanation.
The point of this thread:
My suggestion is, get a hourly VPS to lower downtime, that's if the service hosted on cloudcone is worth more than $0.04 per hour of downtime. The boring configurations could be eased using claude code or codex lol.
My VPS was inexplicably shut down yesterday, and the official statement address https://app.cloudcone.com/incident-346624 is now inaccessible. Is my VPS, which I've used for over five years, just gone like that?
Rofl lmao. Dump data, chargeback and be done with it. Wth is going on with people nowadays!