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Just a quick follow-up on my previous reply: we are literally at day 25 now, and what really pisses me off is their sheer arrogance.
Ignoring a paying customer for nearly a month and then forcing a ticket closed with a passive-aggressive ":)" smiley face is just wild. It gives off this massive "we have your money, what are you gonna do about it?" energy.
I'm genuinely curious—let me ask you guys honestly: if you got treated like absolute garbage by a host like this, would you really just swallow your pride and stay quiet? Would you just kiss your 24 bucks goodbye and let them get away with it?
this provider is trash anyway
Per Cloudcone ToS, you can sue them in small claim courts located in state of Wyoming.
@Kaivance1999 We’re sorry to hear that this experience has been frustrating, and we appreciate the opportunity to clarify the facts, particularly regarding the claim of a “fraudulent business practice.”
The VPS was provisioned normally, and the IP change request was submitted to the 'IP Change Tickets' queue, where requests are processed separately from our general support tickets. The request has now been completed, and our testing confirmed that the new IP was reachable from China. However, connectivity can vary between ISPs due to differences in routing and network conditions, and the issue appears to be specific to the customer’s particular ISP.
The customer opened multiple tickets regarding the same issue. To keep ticket communication organized and ensure the matter remained properly tracked, duplicate tickets were closed while the primary ticket remained active. Closing duplicate tickets was simply part of our general workflow, and it does not mean the underlying request was being ignored.
It is also important to distinguish between an unusable service and a connectivity issue affecting a particular ISP or network. Our testing shows that certain traffic from China is able to reach the server without packet loss, while the reported issue appears to involve severe packet loss within Chinese networks and is specific to the customer's ISP. The IP is not generally blocked and remains functional from other regions and through other ISPs within China.
Network routing and connectivity conditions managed by third-party providers are outside of CloudCone’s direct control. While we understand the inconvenience this may cause, such ISP-specific connectivity issues do not indicate that the service itself was deliberately provided as unusable.
Regarding the requested full refund, our terms do not provide refunds where the service itself is operational, but connectivity is affected by external routing, ISP-level restrictions, or regional network conditions. For this reason, we are unable to approve the requested full refund.
However, the customer may wish to try connecting through another ISP or network within China, as a different provider may use a different route to our infrastructure.
We can also accommodate another IP change if needed. The customer is welcome to suggest a specific IP range, and we can check whether we can accommodate that preference based on availability.
Finally, we want to emphasize that every customer is treated with equal care and respect, regardless of the size or price of their service, which is why we have queues in place. We appreciate the feedback and remain willing to work toward a practical connectivity solution.
@bacloud I get your point about GFW policies from a provider's perspective, but you are completely missing the main issue here.
The core problem isn't just the blocked IP you mentioned. The problem is a provider ghosting a paying customer for nearly a month, forcing the ticket closed with a smiley face, and treating that 24-day delay as their "usual process". Since when is ignoring customers for weeks an acceptable industry standard?
What's worse, they are now holding exactly $5.72 of unspent credit in my account balance hostage. Refusing a VPS refund is one thing, but actively refusing to let a customer withdraw their pure unspent balance is just plain robbery.
@Levi You're right. Since doing a standard chargeback isn't an option here, dragging this into the light on forums is the only play. Lesson learned about their management. Just making sure everyone else sees how they handle unspent funds so nobody else falls for it.
we're sorry to hear that this experience caused you to write an essay, but at a skim i couldn't tell if you addressed the 25 days claim the op made which in my personal estimation was the worst part of this encounter.
@Cloudcone You are literally lying to the community right now to save your PR.
You claimed my IP change was being processed in a "separate queue" and you only closed "duplicate tickets" to keep things organized. That is a flat-out lie.
Look at the screenshots I just uploaded. Ticket #5455444 was literally the official "IP Change Request". It sat completely ignored by your staff for 12 days while I begged for updates. Then, 2 days ago, your rep Jaden W forcibly closed that exact IP change ticket with the passive-aggressive ":)" smiley, claiming it was a "duplicate".
You didn't process it in a separate queue. You ignored the actual request ticket for 12 days and then killed it with a smirk.
And notice how you are STILL dodging the only question that matters right now. I don't care about the dead VPS anymore. I care about my unspent money.
Are you going to refund my unspent $5.72 account balance, or is CloudCone's official policy to just pocket customers' unused funds?
Stop spinning lies about your ticket system and answer the question about my unspent balance.
Just to add one more thing about their whole ridiculous defense...
Let's talk about basic business ethics for a second, @Cloudcone. The VPS you sold me was 100% dead out of the box. As a service provider, don't you have a basic obligation to actually deliver a working product?
If you can't provide a usable service, you refund the money. That is how legitimate businesses operate. Do you seriously expect customers to just hand you free money for a broken server they never got to use, and then sit there and get mocked by your staff when they ask for help?
Users here way to harsh on crypto, when large portion of this forum runs of it.
I agree IP issues not fully provider, but he paid exchange fee, ignoring him for weeks? not even trying to see if they had IP in stock?
Oh, this just keeps getting better. The lies are actually piling up now.
@Cloudcone In your public PR essay above, you strongly claimed that regional China blocks are completely out of your control, not your responsibility, and that's why you won't refund.
But let's look at what your own support staff (Harj N) told me in private 25 days ago when trying to charge me the IP replacement fee:
Direct quote from your staff: "...where we will guarantee that the IP is accessible in China at the time of change."
So let me get this straight: When you want to deny a refund, China connectivity is suddenly "out of your control." But when you want to squeeze an extra $2 fee out of a customer, you miraculously have the power to "guarantee" it works in China?
You guys can't even keep your own stories straight. You publicly contradict what you privately promise customers just to take their money. What an absolute joke of a company.
For the sake of fairness: LET never deleted a negative review of mine nor did they move one to offtopic.
But of course I get your line and also did/do note that certain providers seem to be considered somehow special.
@OP
I knew what was coming when I saw "Scam Alert" in the title but didn't respond because @forest and @CheepCluck already did and did well.
Well, as I mentioned before, if a provider charges a fee for an IP change and offers this service, then the IP change should be completed. The IP should be changed regardless of whether the new IP works in a particular country.
I did not mention anything about unanswered or closed tickets. Yes, I agree that support tickets should be answered as quickly as possible, and closing a ticket without providing any response is unprofessional.
However, an IP address being blocked in a particular country should not, by itself, be grounds for a refund. Providers should not be blamed for decisions made by governments, ISPs, or other third parties to block certain IP addresses. Hosting providers generally have no control over such blocking and cannot simply remove it.
If an IP address is globally reachable and functioning but is blocked in one or more specific countries, that is not an issue with the provider or the service itself.
To summarize, there are 2 main problems:
1. The 24 days delay in response and then just closing the ticket
2. The IP not working in China
For the 2nd point, as @bacloud said, it is not really the fault of the provider as they don't really have control over the decisions made by governments and ISPs. For the 1st point however, it is indeed sad to see a paying customer waiting for 24 days for a response.
Its not 24 days for a response. Look at OP he request new IP 14 days ago which is friday/saturday, and he keep bumping the ticket everyday
Just to spell this out clearly for anyone wondering why I am demanding a full refund...
Look at the screenshot I just posted. CloudCone's own staff explicitly put it in writing: "...we will guarantee that the IP is accessible in China..."
They made a literal guarantee. Yet, they completely failed to deliver a working IP, and they clearly cannot provide a functional service. The server has been 100% dead and useless to me since day one.
If a business makes a written guarantee, fails to deliver the promised service, and can't fix it, demanding a FULL refund is absolutely justified. This isn't about "regional blocks" or ToS anymore; it's about a company breaking its own direct promise.
@Cloudcone You broke your own written guarantee and you cannot provide a working service. Stop hiding behind your ToS. The only right thing to do here is to process the full $24 refund. It's really that simple.
Not sure but OP did make more tickets. Maybe the 24 days (as per OP) is including those tickets? The pictures are not really loading for me so might be wrong.
It is mentioned "at the time of change". Maybe it was blocked after the change was done?
the chargeback advice is actually solid here, too many people wait months hoping support will magically fix things and then find out they're outside the dispute window. if the service isn't being delivered as advertised, don't sit on it.
Knowing MJJs he probably made one ticket per day and constantly bumped them all.
China is a big place. They didn't say 100% of China. They tested that it worked from somewhere in China. You should have better guarantees in the future.
You are the worst.
For the visually impaired and delusional bootlickers in this thread, open your damn eyes and look at the screenshots.
Over the span of 26 days (up to today), I opened exactly FOUR tickets in total. The gap between the first and second ticket was 14 days. The gaps between the rest were 6 days each.
Do you want to know why I had to open 4 tickets? Because if I didn't open a new one, nobody would ever reply to the old one. And even when I did open a new ticket, I'd get a single bot response and then it was completely abandoned again.
Anyone with a normal, functioning brain can see the timestamps of their actual human replies in the screenshot: 25 days ago, 17 days ago, and 1 day ago.
To the clowns claiming my wait time was just "added up", or that I was "bumping tickets every day"—are your eyes working now? Take a good hard look at the true face of the "daddy" you are down on your knees bootlicking.
Here is another one. Let's see how you try to spin this.
Look at the screenshots. I have TWO completely different support reps (Arun TR and Harj N) explicitly promising and guaranteeing a working IP in writing. Where is the credibility now?
Are your corporate daddy's written promises just cheap bait to scam a few extra dollars out of customers? If they can't actually deliver what they boldly promised in writing, why the hell shouldn't they issue a full refund?
I'm waiting for the loyal little fanboys and biological sons of this trash provider to come out and explain this one. Go ahead, I'm listening.
So what? You're acting like an MJJ so people are assigning MJJ traits to you including ones you don't have. But the fact is, you're calling for a boycott because your own country blocks their IP. That's just stupid.
OK that's different. If they actually guaranteed in writing that it would work, they should refund you.
Still, you should have opened with that instead of the wall of slop where you ask us to boycott them because you had a bad experience. If they personally guaranteed the second IP would work, that changes things.
@forest Fair point. You are absolutely right.
I was incredibly pissed off by their 24-day radio silence and the passive-aggressive smiley face they used to close my ticket. I let the frustration lead my initial posts instead of sticking to the hard evidence. That's on me.
But exactly as you said, the bottom line is their written guarantee. They made a promise to get an extra fee, failed to deliver, and refused to refund.
Now we just sit back and see if CloudCone actually honors their own written words, or if they prefer eating the Chargeback penalty.
We're very tired of AI rants on this forum. If you just used Google Translate or DeepL, explained the situation briefly (emphasizing that they gave you a guarantee), and ended by asking for advice on what to do, it would have been taken much more seriously.
If I have to read "That's on me" 1 more time...
On topic: the written guarantee makes all the difference. Should've been in the original post. That + the 3 weeks delay on support would've been a decent thing to complain about.
@Kaivance1999 Just laugh it off.
If you want smooth experience, you should have use host that specialized on GFW problem or has such product.
Their staff promised you. You should have posted this evidence in OP.
So, let's see @Cloudcone response. 🍿🍿🍿🍿🍿
Indeed, I was so angry at Cloudcone's arrogance, delays, and sarcastic closure of my support ticket that I only thought about complaining about their terrible service, ignoring the written promises from two different customer service representatives that the new IP address would definitely work. I really lost sight of the bigger picture. Thank you all for pointing this out!