#1303685
Subject: Complaint Regarding VPS Performance and Unsatisfactory Support
Dear Support Team,
I am writing to express my dissatisfaction with the performance of the VPS I purchased from your company and the support I have received.
During the first 15 days, the server performed well. However, after that, the latency doubled. The latency from the VPS to Google is also approximately 200 ms.
When I opened a support ticket, your engineer suggested that I pay an additional $2 to change the IP address, while making it clear that this might not resolve the issue. I was also told that the problem was caused by routing and that your team could not fix it.
This response is unacceptable. As a paying customer, I expect reliable service and meaningful technical support. Asking me to pay extra for a possible workaround, without any assurance that it will help, is not a satisfactory solution.
If your company cannot address performance problems affecting the service it sells, I have serious concerns about the quality of that service and your commitment to customers.
Please investigate this issue thoroughly and provide a clear explanation and an effective solution at no additional cost. If you cannot resolve the problem, I would like you to offer an appropriate refund.
I look forward to your prompt response.
D
魔鬼在恋爱
Paid support ticket ignored for days, IP unusable, no refunds — avoid
I bought a $14.24/year Los Angeles VPS on Oct 17. The assigned IP turned out to be specifically interfered with by my mobile carrier (verified by packet capture — unusable on mobile data, fine on WiFi). I opened ticket #4875495 asking for an IP change; support refused a free change, blamed my ISP entirely, and warned that a new IP might not help anyway. So I accepted their official paid option and opened an IP change request (#5938647, $2 fee) on Oct 18, even topping up $5 so the fee could be deducted. Three days and two full Los Angeles business days later, the ticket has not been touched — they haven't even taken the $2. When I looked into withdrawing my remaining $5.76 balance instead, I found annual plans are non-refundable and account credit can never be returned to your payment method. Cheap to buy, impossible to get fixed, and money only flows in one direction. Avoid.
LC
Leon C.
no support, nothing
no support, unusable, never ever use their service at all
especially 2026
Response from CloudConeOct 16, 2026
We're sorry to hear you had a frustrating experience with us. This is certainly not what we want for our customers.
We recognize that experiences like this can have a lasting impact, and we take rebuilding your trust seriously. If you’re willing, please share your ticket ID through the Trustpilot information request or open another ticket. I’ll personally ensure your case is reviewed and provide you with a clear update.
We appreciate you taking the time to share your feedback, and we genuinely hope we can have the opportunity to make this right.
SW
shengsen W.
Warning / Experience with CloudCone: Accidental "Destroy" within 3 minutes of purchase forfeits entire 1-year prepaid service (Refuses re-provision/credit)
Hi everyone,
(English is not my native language, so please excuse any grammatical errors. I am sharing my recent experience strictly as a consumer alert regarding CloudCone's handling of promotional plans.)
Earlier today, I purchased an annual 1C/1G Budget VPS promotional plan for $18.28 (Invoice #1293145).
Within less than 3 minutes after the server was deployed, I discovered that the assigned IP address was unreachable/blocked in my region. Since I was unfamiliar with CloudCone's control panel and English terminology, I mistakenly clicked the "Destroy" button, believing it would simply reset, wipe, or let me re-provision the instance with a fresh network configuration.
Immediately after:
1. The VPS vanished completely from my dashboard.
2. The $18.28 was NOT refunded to my account credit (my balance remained at $0.72).
I opened a support ticket explaining the situation and clearly stated:
- I DO NOT require any data recovery (the machine was brand new and empty anyway).
- I am NOT demanding a cash refund or credit withdraw.
- All I politely requested was a simple courtesy re-provisioning of a blank replacement 1C/1G VPS for the ~364 days of prepaid service I already paid for.
However, support (Arun TR) flatly refused, stating that because the destruction confirmation page mentions the plan is "non-refundable," customer-initiated destruction permanently terminates the entire 1-year contract with zero recourse. They will neither manually re-create an empty instance under the paid invoice nor credit the account.
In summary, CloudCone effectively kept an entire year of prepaid funds for less than 3 minutes of service due to an honest user mistake, refusing to fulfill the contracted computing resources.
If you are a non-native English speaker or new to their platform, please be extremely careful. An accidental click on "Destroy" will result in total loss of your prepaid period.
Response from CloudConeSep 3, 2026
We understand the frustration described in this review; however, we would like to clarify how VPS termination works and the policy applicable to Budget VPS plans.
Terminating a VPS is not a one-click deletion. There are two explicit confirmation steps before an instance can be destroyed. First, the customer must manually enter the VPS hostname to confirm the destruction. This is followed by a separate confirmation pop-up that clearly explains that the instance will be permanently destroyed and that the action is irreversible.
For this reason, claims of an “accidental termination” do not qualify for a refund or account credit. Customer-initiated termination of Budget VPS instances is non-refundable, in accordance with our policy. The prepaid service period associated with a VPS that has been confirmed for destruction cannot be restored or credited after termination.
If a customer encounters a technical or network issue with their VPS, we strongly recommend contacting our Support Team rather than destroying the instance. Our team can investigate the issue and determine what assistance or solution may be available. Destroying the instance prevents us from properly investigating the original environment and does not create an entitlement to a refund or replacement service.
Regarding the connectivity issue mentioned in this review, the customer appears to have been connecting from China, where routing to our Los Angeles infrastructure can vary significantly depending on the customer's ISP and the upstream networks involved. In such cases, we highly recommend testing the VPS through a different ISP or network connection, as an alternative provider may offer a different and more favorable route to our Los Angeles infrastructure. Local networking communities and ISP-specific forums may also provide useful information regarding routing or connectivity workarounds.
Customers can also use our public Looking Glass (https://lg-stl.us.cloudc.one/), which is available for our data center locations and allows independent testing of network performance, including latency, routing, and traceroutes.
We appreciate the feedback regarding the experience. Hope the termination process and the non-refundable nature of customer-initiated Budget VPS cancellations are clear for you.
SZ
Sazid Z.
cloudcone hosting review
i am happy that i am leaving this bull$hit stu^id provider , their downtime give me lots of stress . many of my clients lost their data . just their issue dont finish. stay away from them. their support and service also terrible . always automatic ai response.
Response from CloudConeSep 3, 2026
We’re sorry to hear about your experience and understand how stressful downtime can be, especially when it impacts your clients and business.
The issues you referenced were related to the recent network challenges following our Los Angeles infrastructure migration. Following the physical relocation, our Engineering Team completed the remaining network upgrades and carried out extensive validation across the environment. The previously reported intermittent network issues have now been resolved, and the platform continues to be closely monitored to ensure long-term stability and reliability.
The migration was an important step in strengthening our Los Angeles infrastructure for the future. While the process presented unexpected challenges, our Engineering and Operations teams worked around the clock to restore services, improve platform stability, and address the underlying issues.
We recognize that experiences like this can have a lasting impact, and rebuilding your trust is something we take seriously. If you’re willing, please share your ticket ID through the Trustpilot information request. I’ll personally ensure your case is escalated to our Operations Team so we can review what happened and provide you with a clear update.
We appreciate you taking the time to share your feedback, and we genuinely hope we can have the opportunity to make this right.
CB
CC B.
Unusable from day one; 5 days, multiple replies, still no refund
I purchased a promotional VPS (BDAY26-VPS-2, VPS ID 120843, LA DC4) on 2026-08-03 and recharged $52 via Alipay, planning to use it as a network node.
The server has been completely unusable from mainland China since the moment it was deployed: SSH always times out and ping shows 100% packet loss. I even tried changing the IP address, but nothing helped.
Timeline of the support process:
- 2026-08-04: I emailed CloudCone support to request a refund (ticket #8675721). Auto-reply: "someone will be looking at it shortly."
- 2026-08-06: Agent Sachithra replied asking me to provide a screenshot of the network issue.
- 2026-08-06 (later): I sent my MTR report (30 probes) showing 83.3% packet loss at the destination IP itself, plus a traceroute, and clearly requested a refund of $52 ($32.99 VPS fee + $19.01 remaining balance), asking them to escalate to the billing supervisor.
- 2026-08-07: CloudCone confirmed "our team has currently noticed packet loss issues on networks for customers in China and is working with the datacenter team and upstream providers to resolve this." In other words, they admitted the network problem is on their side.
- However, they still do NOT offer any refund. They only say they will "update" us. After several rounds of back-and-forth, the issue remains unresolved.
The system itself IS running (I can reach the tty1 login via their web terminal), so the problem is clearly their network/line to China, not my device or network. I paid for a working service and received one that was never usable. If you plan to use CloudCone from mainland China, please be very careful.
Response from CloudConeSep 3, 2026
We're sorry to hear of your experience and we understand your frustration about the network quality to mainland China.
Our engineering team has thoroughly looked into the packet loss reported by customers connecting from mainland China and has taken the necessary steps available from our side to ensure that the network is as stable and functional as possible. At this time, we are not experiencing a similar issue affecting customers in other regions.
While the VPS and our network infrastructure may be functioning normally from our side, connectivity to a specific destination can also be affected by routing decisions made by upstream providers and local ISPs along the route. Unfortunately, these routing paths are outside of CloudCone's direct control and can result in degraded connectivity or packet loss being experienced by customers in a particular region.
Our engineering team has also advised that changing the VPS IP address is unlikely to resolve this type of routing-related issue. For this reason, we would discourage changing the IP solely due to the packet loss, as each IP change carries a $2 administrative fee and may not provide any improvement.
We highly recommend testing the VPS through a different ISP or network connection, as an alternative ISP may provide a different and more favorable route to our Los Angeles infrastructure. Customers may also find local networking forums useful for identifying potential routing or connectivity workarounds specific to their ISP.
We provide a public Looking Glass for all Datacenter Locations, which allows anyone to test latency, routing, traceroutes, and overall network performance: https://lg-stl.us.cloudc.one/
Unfortunately no further network-side action we can be taken to directly control the routing between a customer's ISP and our infrastructure. We have proceed with refunding the invoice back to your account.
We appreciate you for bringing this matter to our attention.
NC
Nick C.
Hosting in your basement more reliable
Someone hosting in their basement would do a better job than these quacks. Outages running for days and there was even one that run for months+..... You have 20+ disruptions within a day or two.
Hosting on your PC at home would be more reliable than cloudcone
Response from CloudConeJul 27, 2026
We're sorry to hear that your experience did not meet your expectations.
We completely understand your frustration, especially given the service disruptions you've experienced. The issues you referenced were the result of the recent network-related challenges following our Los Angeles infrastructure migration.
Following the physical relocation, our Engineering Team completed the remaining network upgrades and carried out extensive validation across the environment. The previously reported intermittent network issues have now been resolved, and the platform continues to be closely monitored as part of our ongoing operations to ensure long-term stability and reliability.
The migration was an important step in strengthening our Los Angeles infrastructure for the future. While the process presented unexpected challenges, our Engineering and Operations teams worked around the clock to restore services, improve platform stability, and ensure the underlying issues were fully addressed.
We understand that experiences like yours can have a lasting impact, and rebuilding your trust is something we take seriously. We'd genuinely appreciate the opportunity to make this right. If you're willing, please share your ticket ID through the Trustpilot information request. I'll personally ensure your case is escalated to our Operations Team so we can review it and provide you with a clear update.
BC
Beeat C.
DAMN IT
DAMN IT. Still moving from YOUR SERVER ALSO BEING DISTURBED BY SAME ISSUES! Please stop selling JUNKS
Response from CloudConeJul 27, 2026
We're sorry to hear that you're continuing to experience issues.
We understand how frustrating it is to encounter disruptions, especially after everything that has taken place over the past few weeks. The issues affecting our Los Angeles environment were related to the recent infrastructure migration. Since then, our Engineering Team has completed the remaining network upgrades, carried out extensive validation across the environment, and resolved the previously reported intermittent network issues. The platform continues to be closely monitored as part of our normal operations to ensure ongoing stability and reliability.
If you're still experiencing problems, we'd genuinely like to investigate your specific server, as what you're describing is not the experience we want any customer to have. Please share your ticket ID through the Trustpilot information request, and I'll personally escalate your case to our Operations Team for immediate review. We'll work with you to identify the cause and provide a clear update as quickly as possible.
