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Update on PlayStation Network and Qriocity

Patrick Seybold's Avatar + Posted by Patrick Seybold on Apr 26, 2011 // Sr. Director, Corporate Communications & Social Media

Thank you for your patience while we work to resolve the current outage of PlayStation Network & Qriocity services. We are currently working to send a similar message to the one below via email to all of our registered account holders regarding a compromise of personal information as a result of an illegal intrusion on our systems. These malicious actions have also had an impact on your ability to enjoy the services provided by PlayStation Network and Qriocity including online gaming and online access to music, movies, sports and TV shows. We have a clear path to have PlayStation Network and Qriocity systems back online, and expect to restore some services within a week.

We’re working day and night to ensure it is done as quickly as possible. We appreciate your patience and feedback.

Valued PlayStation Network/Qriocity Customer:
We have discovered that between April 17 and April 19, 2011, certain PlayStation Network and Qriocity service user account information was compromised in connection with an illegal and unauthorized intrusion into our network. In response to this intrusion, we have:

  1. Temporarily turned off PlayStation Network and Qriocity services;
  2. Engaged an outside, recognized security firm to conduct a full and complete investigation into what happened; and
  3. Quickly taken steps to enhance security and strengthen our network infrastructure by re-building our system to provide you with greater protection of your personal information.

We greatly appreciate your patience, understanding and goodwill as we do whatever it takes to resolve these issues as quickly and efficiently as practicable.

Although we are still investigating the details of this incident, we believe that an unauthorized person has obtained the following information that you provided: name, address (city, state, zip), country, email address, birthdate, PlayStation Network/Qriocity password and login, and handle/PSN online ID. It is also possible that your profile data, including purchase history and billing address (city, state, zip), and your PlayStation Network/Qriocity password security answers may have been obtained. If you have authorized a sub-account for your dependent, the same data with respect to your dependent may have been obtained. While there is no evidence at this time that credit card data was taken, we cannot rule out the possibility. If you have provided your credit card data through PlayStation Network or Qriocity, out of an abundance of caution we are advising you that your credit card number (excluding security code) and expiration date may have been obtained.

For your security, we encourage you to be especially aware of email, telephone, and postal mail scams that ask for personal or sensitive information. Sony will not contact you in any way, including by email, asking for your credit card number, social security number or other personally identifiable information. If you are asked for this information, you can be confident Sony is not the entity asking. When the PlayStation Network and Qriocity services are fully restored, we strongly recommend that you log on and change your password. Additionally, if you use your PlayStation Network or Qriocity user name or password for other unrelated services or accounts, we strongly recommend that you change them, as well.

To protect against possible identity theft or other financial loss, we encourage you to remain vigilant, to review your account statements and to monitor your credit reports. We are providing the following information for those who wish to consider it:

U.S. residents are entitled under U.S. law to one free credit report annually from each of the three major credit bureaus. To order your free credit report, visit www.annualcreditreport.com or call toll-free (877) 322-8228.

We have also provided names and contact information for the three major U.S. credit bureaus below. At no charge, U.S. residents can have these credit bureaus place a “fraud alert” on your file that alerts creditors to take additional steps to verify your identity prior to granting credit in your name. This service can make it more difficult for someone to get credit in your name. Note, however, that because it tells creditors to follow certain procedures to protect you, it also may delay your ability to obtain credit while the agency verifies your identity. As soon as one credit bureau confirms your fraud alert, the others are notified to place fraud alerts on your file. Should you wish to place a fraud alert, or should you have any questions regarding your credit report, please contact any one of the agencies listed below.

Experian: 888-397-3742; www.experian.com; P.O. Box 9532, Allen, TX 75013
Equifax: 800-525-6285; www.equifax.com; P.O. Box 740241, Atlanta, GA 30374-0241
TransUnion: 800-680-7289; www.transunion.com; Fraud Victim Assistance Division, P.O. Box 6790, Fullerton, CA 92834-6790

You may wish to visit the web site of the U.S. Federal Trade Commission at www.consumer.gov/idtheft or reach the FTC at 1-877-382-4357 or 600 Pennsylvania Avenue, NW, Washington, DC 20580 for further information about how to protect yourself from identity theft. Your state Attorney General may also have advice on preventing identity theft, and you should report instances of known or suspected identity theft to law enforcement, your State Attorney General, and the FTC. For North Carolina residents, the Attorney General can be contacted at 9001 Mail Service Center, Raleigh, NC 27699-9001; telephone (877) 566-7226; or www.ncdoj.gov. For Maryland residents, the Attorney General can be contacted at 200 St. Paul Place, 16th Floor, Baltimore, MD 21202; telephone: (888) 743-0023; or www.oag.state.md.us.

We thank you for your patience as we complete our investigation of this incident, and we regret any inconvenience. Our teams are working around the clock on this, and services will be restored as soon as possible. Sony takes information protection very seriously and will continue to work to ensure that additional measures are taken to protect personally identifiable information. Providing quality and secure entertainment services to our customers is our utmost priority. Please contact us at 1-800-345-7669 should you have any additional questions.

Sincerely,
Sony Computer Entertainment and Sony Network Entertainment

The same information can be found at the following websites:

http://us.playstation.com/news/consumeralerts/#non-us

For those that live the United States, but not Massachusetts or Puerto Rico:
http://us.playstation.com/news/consumeralerts/#us

If you live in Massachusetts:
http://us.playstation.com/news/consumeralerts/#mass

If you live in Puerto Rico
http://us.playstation.com/news/consumeralerts/#pr

//Add Your Own

521 Comments

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451

+ Night2015 on May 20th, 2011 at 9:21 am said:

lol


452

+ ramiej on May 20th, 2011 at 9:38 am said:

This is great news if you happen to be a resident of the US. Do you have anything at all for us poor Canadians?


453

+ stumpjr3000 on May 20th, 2011 at 12:15 pm said:

when will the play station store be back up


454

+ KILL_FOR_MOM on May 20th, 2011 at 12:52 pm said:

when will psn store be back up


455

+ jvon90 on May 20th, 2011 at 3:17 pm said:

just take your time and do it right das all sony


456

+ Airzone_Vans11 on May 20th, 2011 at 3:43 pm said:

Finally!!! I was suffering /:(. but it is all better!!! thank you SONY!!!!! :D


457

+ noahgamer98 on May 20th, 2011 at 3:43 pm said:

Can’t wait to get 2 free games for my psp


458

+ noahgamer98 on May 20th, 2011 at 3:44 pm said:

cant wait for 2 free games for my psp


459

+ TWOTHAHOUSE24 on May 20th, 2011 at 4:19 pm said:

This is really getting annoying


460

+ jramirez1995 on May 20th, 2011 at 4:59 pm said:

i want to play online ! :D


461

+ ricanboss225 on May 20th, 2011 at 6:39 pm said:

I heard psn store will be up in the 24th


462

+ Protoman350 on May 20th, 2011 at 7:17 pm said:

What the hell. Now my account isnt working with my ps3! When i start a game it says the files are to another account. I dont know what its wrong


463

+ lacuca21 on May 20th, 2011 at 7:35 pm said:

about time…thank you people


464

+ edward2II on May 21st, 2011 at 1:45 am said:

Somehow Microsoft’s Xbox live network isnt compromised, i think its time sony, get with the program and protect my PII!…


465

+ TheMystMan on May 21st, 2011 at 3:52 am said:

I hate XBOX, they probably did this to us. Please get the PS Store up ASAP. Thank you. PLAYSTATION LIVES! – MystMan


466

+ idawg324 on May 21st, 2011 at 7:22 am said:

You ALL JUST HAVE TO RESET YOUR PASSWORD ON A PC THEN PLAY ON PSN STANDS FOR PLAYSTATION NETWORK. I AM GLAD THAT PLAYSTATION NETWORK IS BACK FOR 3 WHOLE WEEKS. IT HAPPENED ON SPRING BREAK NOW IT ALMOST THE END OF MAY.


467

+ idawg324 on May 21st, 2011 at 7:24 am said:

Alright Playstation Network is back and you just need to reset your password on a PC. Well first you need to go on the Playstation and go to sign in and click it and they will send you a email saying go on it and reset it on a PC


468

+ ResidentEvil101 on May 21st, 2011 at 7:26 am said:

With everything that’s happened ive been playing on xbox live because of psn being down but it would have to take a lot for me to leave playstation i’ve been with playstation from the beginning and i’m a fanboy i waited outside of best buy for four days straight , day and night just for ps3 i was interviewed by journalists and was in three newspapers i hope that everything is fixed can’t wait for playstation store to be up and running


469

+ technofreak420 on May 21st, 2011 at 7:28 am said:

lets hope ps store gets online soon now


470

+ RUTHLESS_MURDA on May 21st, 2011 at 7:49 am said:

^
!
!
!
!
is the best player on cod.


471

+ princejhames on May 21st, 2011 at 8:20 am said:

is the psn okay now?

:))


472

+ boston125 on May 21st, 2011 at 8:47 am said:

my profile finally works


473

+ creeper074 on May 21st, 2011 at 3:13 pm said:

I love you sony thank you.but when is the play station store back on line i need to redeem my mortal kombat codes and i need my black opps map packs pleas let me know whats up with that


474

+ gunzblazin_24_7 on May 21st, 2011 at 5:35 pm said:

Playstation is the best game console ever ! All the other game consoles are just following the leader.


475

+ ModestGeek on May 21st, 2011 at 6:51 pm said:

Ever since this incident happened, I’ve been playing online on my 360 and Wii (yes man, the beauty of having multiple systems with online capabilities). I’ve been waiting patienty for this to get fixed. Now the time is here!! I can play games online again!! To those who have used their credit cards, I hope and pray that your information is safe and (I know this is common sense but..) I STRONGLY recommend you resort to the network cards for your purchases. To me, they are a lot more convenient. Thank you SONY for doing your best on resolving this issue. You may be losing some customers, but I’m still here.


476

+ ColonelNikkie on May 21st, 2011 at 8:00 pm said:

@Tgebbs

Thank you for being humorous. To be honest that’s all I care about too. Then again I never bought something over PSN with a credit card.


477

+ Ironhide_V8 on May 21st, 2011 at 8:11 pm said:

“We demand compensation!”

75,000,000-/+ people to compensate… may as well be asking for Sony to close it’s doors.

Seriously though, this CAN and HAS happened to many companies. Problem with defense is that it is impossible to always predict the attack. The only 100% way of completely protecting your information is a completely closed network (as in… just play offline… ONLY).


478

+ KILLAxKRATOS on May 21st, 2011 at 8:16 pm said:

wat i love is everyone is so happy with the games there giving us. when the are about as old as my dad. how about some of the new games lik brink or killzone 2 maybe crysis 2 just a thought.


479

+ yummykind on May 21st, 2011 at 8:25 pm said:

This is stupid. If I ran my business like Sony just did I would be FIRED! Send me my email so I can start my credit monitoring 1 whole month after you got hacked already Sony! LAGGERS!!!


480

+ Wolf_King10 on May 22nd, 2011 at 9:56 am said:

So it’s true. When something goes wrong everyone will only complain. How sad.


481

+ finish56 on May 22nd, 2011 at 10:31 am said:

i really hope the playstation store comes back on because i really want to buy some games, or movies


482

+ finish56 on May 22nd, 2011 at 10:34 am said:

Dowe get free games for our systems?


483

+ Tiblewizerd on May 22nd, 2011 at 1:08 pm said:

love that the net work is back up I only wish that the on-line stores where back up as well so much that i would like to get for my Geroma town, Othere then that it is good to see and visit with,as well as go on Quiest with.=)


484

+ bountyhunter76 on May 22nd, 2011 at 1:21 pm said:

just remember that xbox was down for 3- weeks back in 2008, Sony keep it strong.


485

+ bountyhunter76 on May 22nd, 2011 at 1:22 pm said:

and xbox gave nothing for the wait.


486

+ CPTNBUZZON on May 22nd, 2011 at 2:02 pm said:

MWF2 has benn hacked again, just played a few rounds and all the same cheats are in use again. So this is what I have to deal with, the systems either down or everyones running cheats……Look for my video in a few weeks when I get home from work, I’ll be blowing up this peice of garbage ps3 with 5 lbs of fireworks.


487

+ JA_Top-Shotta_ on May 22nd, 2011 at 2:04 pm said:

It still wont let me play call of duty online, and i dont know what the problem is.


488

+ FangoftheNight on May 22nd, 2011 at 7:48 pm said:

Still Waiting to come back all the way?


489

+ jimjam3782 on May 22nd, 2011 at 7:49 pm said:

Only losers and jackasses are complaining. Anyone else notice this? To all you losers who are so butt sore and jumping to 360: We don’t need you anyways. In fact, your absence will make online gaming more enjoyable for the REAL fans of PSN. So buh-bye. Don’t let the door hit you on the way to LoserLand.


490

+ djspinshouse4u on May 22nd, 2011 at 8:35 pm said:

Is the network set up to handle CASE SENSITIVE PassWord cApAbility???
This could really strengthen the overall security of consumer information.

PLEASE PLEASE PLEASE… make it so!!!

Hello!!! Anybody in there???

(sigh)


491

+ C4pyro on May 22nd, 2011 at 8:56 pm said:

How much longer is this going to take Playstation. I’ve been waiting and still not able to play my games. This is my second system and so far not a great investment. I my be converting to XBOX360. I wonder if they would trade me for my PS3.


492

+ Bunksauce on May 22nd, 2011 at 9:42 pm said:

Thanks for providing no sort of support to Canadians.

Really appreciate it.


493

+ curiousecat on May 22nd, 2011 at 10:32 pm said:

To Whom it Concerns,
I am not here to complain nor moan.
Point blank fact is that you have operated a pretty shady side of the business and your investors are growing weary of you.

But then perhaps the investors are pulling out because they to have friends that are gamers and are also tired of being jerked around.
And Sony remember Gamers are people with real Jobs as well. Some may be Techies, some may even work at a Store that sells your product. Oh and another person at Arron’s Sales and lease returned returned a PS3 a few days ago. When they asked why, the woman said, she no longer trusts Sony. and I gave the Company a printed list of the articles being published and the manager said..So this is why the PS3′s have stopped selling.They really liked the one where you failed to have proper protection.
Sony, You Need to Change, You can’t simply continue this path and remain in business. It simply can not and will not work. You have to change to Close your Doors.


494

+ melabones36000 on May 22nd, 2011 at 11:47 pm said:

I’m so glad I decided to check out the Playstation site cause I just wondered if they had any updates. But what I found when I got here was a Warning that my information may have been stolen. Well I’m sorry to say this but I will no longer be buying anything from Sony again. This is total [DELETED] and they never even sent me an email to let me know about it. The person that may have stolen valued information from said users may have used my credit card and I would never have even known until I checked my account which would have been too late. Thanks Sony you just lost a customer.


495

+ connmal on May 23rd, 2011 at 9:51 am said:

When will playstation store come back on psp go because it still says it is undergoing maintenance and has said that even when the sony got back in control of the system and would realy like to know when it is back on :)


496

+ connmal on May 23rd, 2011 at 9:52 am said:

oh and btw i do play 360 but like the psp its mint : )


497

+ SaphironX on May 23rd, 2011 at 11:00 am said:

I really want to see the guys behind this go to jail. Any word on that? Sony posted it stands to lose like 170 million… why not sue these guys for that? Seems fair.


498

+ arizonalove801 on May 23rd, 2011 at 3:22 pm said:

Man, whats taking so long put the playstation network up.


499

+ iTzGeck0 on May 23rd, 2011 at 3:43 pm said:

i cannot change ma passsword it says an email has bin sent to ur email and i made up a fake one what do id o!!?!!?!??!?!?!?!


500

+ SergeChecko on May 23rd, 2011 at 4:02 pm said:

Ps store back tomorrow??? ohhh yeahhh


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