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LightLayer #223734: admitted 128.x IP outage, refund only as account balance
My setup:
- LightLayer VPS, plan VS 03 (unmetered), main IP 128.241.231.182
- Another VPS on the same account (128.241.228.206) was refunded to the original payment method — so original-path refunds are clearly possible
Timeline:
- Sep 26: opened a ticket requesting a refund; the agent escalated it internally, then silence
- Sep 29: agent Sky Wu replied — .206 refunded to the original payment method; .182, "due to the activation time", only a pro-rated refund to account balance
- LightLayer published an urgent network failure notice: Los Angeles / San Jose, 128.241.224.0/19 range failure, estimated fix 2026-10-07. My 128.241.231.182 falls inside that range
- Support acknowledged it directly: "This isn't an issue with the machine itself; the IP address starting with '128' needs to be changed."
- I replied: this is a provider-side failure making the service undeliverable, not a "dissatisfaction within 4 hours" case, so the 4-hour policy does not apply; I accept a pro-rated calculation but require the refund to the original payment method — I do not accept account balance; I requested a written reply from management
- Support replied with a template: "forwarded to the relevant colleague, will reply as soon as processing is complete"
- Oct 1: support repeated the same line — .182 only pro-rated refund to account balance due to activation time. Same script, second time; management never appeared
My position:
1. The pro-rated amount is fine
2. It must go to the original payment method — I do not accept account balance
3. A failure they announced themselves, on an IP range they admit is broken, should not be billed to the customer
Facts only. Will update with progress.
Comments
who is @lightlayer
Update (2026-10-01): After I linked this thread in ticket #223734, support said they were "relaying this information" upward. The finance department has now confirmed: only a daily pro-rated refund to account balance, no refund to the original payment method.
Note: on 2026-09-30, another VPS on the same account (128.241.228.206) was refunded via the original payment method. Same account, same plan, same outage — different treatment. Their own network announcement confirms the 128.241.224.0/19 outage (Los Angeles / San Jose), marked In-Progress with an ETA of 2026-10-07 12:00:00.
I do not accept account balance and am still waiting for a manager's written reply.
Give more details
You claim activation time but have not mentioned when you ordered.
Have you read their policies before placing any orders or do you just make these threads to try and pressure providers into what you want ?
Two of the three threads you have created at angry MJJ rage mode because a provider does not do what you want.
Have you considered a VPS may not be for you? Possibly take up ice cream tasting instead.
Why mjjs allowed to roam this forum freely?! Is there outage on hostloc or nodeseek?
That's pure MJJ protocol. No interest in the community. We are just a tool to put pressure on a provider, they even say they linked this thread in their ticket. It's pathetic and it starts to make my experience on LET less and less pleasant. I know I can filter these posts with an adguard filter but I really shouldn't have to do this, I think.
this is not a review you illiterate buffoon