Incident summary
At approximately 11:13 AM BST on 21 July 2026, an unexpected failure occurred within the hosting management layer serving the LOGAN-LON infrastructure.
The failure caused affected customer websites to incorrectly display an “Account Suspended” notification, despite the underlying hosting accounts remaining active and in good standing.
FMUK Group's in-house Infrastructure Engineering Team began an immediate investigation at 11:15 AM. The affected service was isolated, core hosting management processes were restarted, and all customer services were fully restored by 11:40 AM.
Incident timeline
Customer impact
Customers hosted on LOGAN-LON may have experienced one or more of the following during the incident:
- Websites displaying an incorrect “Account Suspended” page.
- Temporary website or hosted-service unavailability.
- Short interruptions while core services restarted.
- Progressive service recovery between 11:32 AM and 11:40 AM.
Preliminary root cause
Our current investigation indicates that the incident was caused by a failure within the Hosting Account State and Provisioning Service.
This internal service is responsible for synchronising hosting-account status between the server's control layer and the processes serving customer websites.
Hosting Account State Synchronisation Failure resulting in an invalid account-status response from the hosting management layer.
The affected accounts themselves were not suspended. The failure caused the server's account validation layer to return an incorrect suspension state when processing website requests.
Engineering analysis is continuing to establish the precise trigger, confirm whether any secondary processes contributed to the failure, and determine the necessary long-term safeguards.
Resolution
Our engineering team restored service by:
- Isolating the affected hosting-management component.
- Confirming that customer accounts remained active.
- Restarting the core hosting management daemons.
- Restarting account-state synchronisation processes.
- Revalidating customer accounts across LOGAN-LON.
- Monitoring website and hosted-service recovery.
- Completing availability checks across the affected server.
Preventative actions
We are implementing and reviewing several improvements following this incident:
- Additional health checks for the account-state and provisioning service.
- Automatic alerts when account statuses become inconsistent between hosting-management components.
- Automated recovery procedures for failed hosting-management processes.
- Improved monitoring of suspension-page responses across hosted customer websites.
- Additional validation to prevent an internal service failure from presenting active accounts as suspended.
- Continued development of our next-generation infrastructure management and monitoring platform.
The new platform is being designed to provide greater service redundancy, faster anomaly detection and automated intervention when critical infrastructure processes enter an unhealthy state.
Our apology
We sincerely apologise to every customer affected by this incident.
We understand how important the availability of your website, email and hosted services is to your organisation. We also recognise that seeing an unexpected account-suspension notice can cause significant concern.
Our engineers responded immediately and worked continuously until all affected services had been restored. Our investigation remains active, and any lessons identified will be used to strengthen the resilience of our hosting infrastructure.
Thank you for your patience, understanding and continued trust in FMUK Group.