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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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201

+ Bahamaboy on April 26th, 2011 at 2:34 pm said:

I want cross game chat!! this is unacceptable!!!


202

+ zekececil14 on April 26th, 2011 at 2:38 pm said:

BTW, LIVE was down for two weeks once. If you get an Xbox, your screwed. If ONE person gets in and disables security, they CHARGE in by the masses.


203

+ xThe1x on April 26th, 2011 at 2:39 pm said:

@ xxnike629xx

ur a joke bud. get a life and stop posting 300 comments.


204

+ sithlordcody on April 26th, 2011 at 2:40 pm said:

so exactly how manyusers were affected ,and how do you even know this?

not meant to sound mean


205

+ B-Real206 on April 26th, 2011 at 2:40 pm said:

@ToxicStatistic 176 Ahh you beat me to it. Good Job!


206

+ xxnike629xx on April 26th, 2011 at 2:41 pm said:

@xThe1x
How am I being a “joke”? I’m just really passionate about my PlayStation gaming and this is really upsetting and irresponsible of Sony.

Stop hating and get on topic.


207

+ Hatchetforce on April 26th, 2011 at 2:41 pm said:

SONY can make me happy easily. Show me some arrest reports of the hackers.


208

+ xxnike629xx on April 26th, 2011 at 2:43 pm said:

@Hatchetforce
Sony can make me happy by (in no order…just a list)

1. Arrest reports of the hackers.
2. Getting PSN back up and running.
3. Giving all 75 million PSN users $50 into their PS Store Wallet
4. Releasing a massive firmware update


209

+ proskatercam on April 26th, 2011 at 2:43 pm said:

How do we know this is the real Patrick Seybold? How do we know if it has been the real one all this time? :P
Good luck with fixing this all. Gon’ be real pissed if my data is obtained/used because of this. Also, you better not use this as an excuse to not give me my PS Rewards t-shirt.


210

+ xxnike629xx on April 26th, 2011 at 2:46 pm said:

@proskatercam
If Sony decides the best thing they can do to compensate for this is by giving us a T-Shirt, that’s like putting a Band-Aid on a cancer ridden open leg wound and calling it all better.

It’s a slap across the face and it’ll become a constant reminder of this outage. Also, if they decide to give us a t-shirt, we’ll probably see a lot of YouTube videos going up on nerd-rage by burning the shirts.

LOL


211

+ B-Real206 on April 26th, 2011 at 2:48 pm said:

@nike I don’t understand why you think Sony should give you money. 1,2,4 sound about right. 3 is just ridiculous. Unless of course you have some sort of valid point. It just seems to me you want free money.


212

+ angelspawn77 on April 26th, 2011 at 2:49 pm said:

This freaking sucks Sony, I have never been more disappointed in you in my whole life. I know one thing is for sure though, I will NEVER put in my card info into psn ever again, only psn cards from now on. Also why did I not see a “sorry” in this post? All I saw was we “regret any inconvenience” that should say “we’re sorry for any inconvenience” you guys would be nothing without us users, we deserve at least an apology. I never thought I would say this being a die hard Playstation fan, but Xbox just shot up in my eyes, hardware problems and all. Smh.


213

+ triple_lei on April 26th, 2011 at 2:49 pm said:

So many internet tough guys, lolol.

I know I’LL be buying loads of PSN stuff when it’s up and running again!

WE LOVE YOU SONY!!!!


214

+ NeoX360 on April 26th, 2011 at 2:49 pm said:

Wow. This stuff should have been reported when you took it off line. But thanks for coming clean and informing us whats going on. This is why I never give my CC info. Always use PSN pre paid cards if you want to be really safe.

Best wishes and a speedy recovery PSN :-)

Please continue with at least daily updates.


215

+ B-Real206 on April 26th, 2011 at 2:50 pm said:

proskatercam was talking about PS Rewards. Read carefully


216

+ FRANKMAN1 on April 26th, 2011 at 2:50 pm said:

Sony is drinking some epic coffee thats why it takes so much. They have to drink it and because it is epic they have to do is slowly! Go for that coffee Sony! go for it!


217

+ madagus on April 26th, 2011 at 2:51 pm said:

seriously people going to xbox just means that you would rathe no security the a small amount of security

i work with CSS and hyper stylized web sites all the time you guys are blowing this out of perportion and taking a WARNING way too far.

sounds to me like you people just love to [DELETED] about [DELETED] that hasnt and probably wont happen


218

+ proskatercam on April 26th, 2011 at 2:53 pm said:

@Nike. Nope, when Sony’s PS Rewards program was in beta testing phase, they said we’d get a free shirt for helping. I can see this being used as an excuse to not do so. “Oh we lost your email when we were trying to send them out; sorry” or something like that.

I don’t personally expect compensation for this like most everybody else seems to, which I guess makes me somewhat different.

All I can say I expect is that my data stays safe. As long as my data in it’s entirety is safe, I’m fine.


219

+ STDProne on April 26th, 2011 at 2:56 pm said:

all i’m hoping for is that it is back online by friday if not i’ll just have to keep waiting


220

+ LightAce on April 26th, 2011 at 2:56 pm said:

Well thanks for the update. Hope PSN comes up soon.


221

+ Mobius2525 on April 26th, 2011 at 2:56 pm said:

Remove my CC info from the network years ago….but to still get a hold of your name, state, and city.


222

+ xxnike629xx on April 26th, 2011 at 2:57 pm said:

Oh boy…check out this article that was posted on Joystiq…

” Connecticut Senator Richard Blumenthal is “demanding answers” about why Sony Computer Entertainment of America failed to inform customers of the data breach of the PlayStation Network on April 20. ”

Sen. Blumenthal also sent a letter to SCEA President and CEO Jack Tretton.”

Sony is on the path to failure.


223

+ Lapwner on April 26th, 2011 at 2:58 pm said:

Well that’s great, now my personal information is out to some group of hackers….that’s just perfect….


224

+ varelapaul on April 26th, 2011 at 2:58 pm said:

i usually wouldnt suggest compensation, but having the network down for a week and having our information compromised? thats like having someone steal your car for a week, not knowing whats happening to it, but the cops assure you that the car company lost all your paperwork (great news). now, we need compensation. this was in ya’ll’s hands, so its up to ya’ll to actually make up for it. we souldnt have to pay consequences for being loyal customers.


225

+ VooDoo_Child_187 on April 26th, 2011 at 2:59 pm said:

Yes I must admit I was angry when I first found this out, And a little worried about the information they could have got. I do know I can’t wait to get back online tho and I know others as well. I thank every one that is working on this problem and hope that the people that are the cause of this outage gets what is coming to them.

With That Said
Good Day…


226

+ proskatercam on April 26th, 2011 at 2:59 pm said:

@Nike. That’s a good point. They said “between April 17 and April 19, 2011″. They took down the network the day later, and we’re JUST NOW getting this info about our information.


227

+ JamesL007 on April 26th, 2011 at 3:03 pm said:

Well as I revisit this and think more and more, I am glad they pulled the plug like they did and to stop further information from being gathered but at the same time I don’t they want your Login and password data, most attackers want Credit Card data and personal info like address and what not.

I have different passwords on every site I use with anything of matter so I am safe and I am working on a new 25 Alpha Numerical one for my PSN account now, but since if your password was changed on here last time I checked you would have gotten an email about it saying it was changed as I use to change it every month or two.

If anything the Dev and Admin data was at risk as the rumor goes and if so doubtful if they would have taken the time to loot further down the line in the accounts as that takes time and it seems to have been a small window they had.

I am glad it is being handled and hope to see the network back up and soon as a PS+ member I am missing my free content dang it ;)


228

+ L2K7 on April 26th, 2011 at 3:03 pm said:

Thanks for the update. I’m glad they decided to shut down PSN once they found out all of our personal information was being compromised.

I’m also sure that I speak for all us PS fans when I say that I’m sorry you have to not only deal with all this intrusion stuff, but all the idiots coming in here and thrashing at you for trying to protect our information as much as possible. It’s sad when people just come in here to try to make you feel like a bad company because someone intruded on it and required the network to be shut down.

Thanks again for the update, though. I look forward to PSN getting back up and running.

Trent – L2K7


229

+ teddyGray on April 26th, 2011 at 3:06 pm said:

Ok. lets all sue sony for being a victim…

go ahead and switch to xbox 360. if somebody was able hack psn, its probably not a huge difference between hacking xbox live. w/e. this is a risk you take.

Honestly, probably very few of people have read the Terms of Service. In which you agree that you would not hold the company or its affiliates responsible for:

“…(c) any unauthorized access to or use of our secure servers or any and all non-secured personal information (d) any interruption or the cessation of transmission …”

By speaking against SCEA you are in a way defaming them, which you also agreed(blindly) to not do.

You’re lucky they have been so helpful. They could terminate your access & you would still be legally held under the limitation.

calm down & don’t use psn if you can’t live with the security levels of the internet. Frankly all these lawsuit threats that require “Sony to be held responsible” are ridiculous. I’m sure if they get a call from your lawyer, they can bring up the fact that you knowingly went into a legal agreement that releases them from any liability pertaining to the current situation.


230

+ s1mpl3______j4ck on April 26th, 2011 at 3:06 pm said:

i dont want spam mail, junk mail orrrr my identity stolen. this is a big issue sony. please tell us who or what exactly got exposed, it a lot of work for people to try to keep up with something they may not even need to worry about. also what happens if my identity does get stolen???? bad juju


231

+ DGFire5 on April 26th, 2011 at 3:08 pm said:

The people at Sony in charge of the PSN, had better start gettin used to bein on one knee, because they’ve got a LOT of asses to kiss to win back the favor of the customers after this inexcusable act of incompetance regarding security of our personal information. To those at Sony, I’m looking for a FULL reimbursement and knowledge that my personal is safe with you. Even though I have been a loyal customer and consumer since playstation 1, but this is just severely lax and huge let down for me.


232

+ jayson-b1 on April 26th, 2011 at 3:10 pm said:

i just want psn back…


233

+ L2K7 on April 26th, 2011 at 3:13 pm said:

@213

Act of incompetence? Really? Sony couldn’t do anything about this. Every server of every company around the world is subject to hackers. There is no 100% solution in existence that will keep hackers out indefinitely and as long as hackers keep finding new techniques, there never will be. Try to look at it from their viewpoint instead of just your own.

Sure, it’s bad that hackers got into our info, but we are lucky that Sony caught it when they did so they could shut down the network and keep the intrusion from getting worse. They did the best possible thing they could during the circumstances.


234

+ FRESHGUNNER_14 on April 26th, 2011 at 3:15 pm said:

Damn everyone is saying some hurtfull s*** here… Sonny Need to hope every one is happy when PSN it up or its going to be Empty in PSN…


235

+ Curtisio on April 26th, 2011 at 3:16 pm said:

I’ve been watching my CC account and seems OK for the time. Too bad there are evil people out there.


236

+ xXLEXINXx on April 26th, 2011 at 3:16 pm said:

@204 Honestly politics need to stay the f**k out of this!

After the first attacks Sony should have beefed up security which looks like they didn’t and for that I’m very disappointed with Sony. But in no way will I give up my PS3 to switch to an Xbox 3fixme I have played both consoles and find PS3 to be far more better.


237

+ SirTrigalot on April 26th, 2011 at 3:17 pm said:

half you idiots claiming Sony could have avoided all of this are a bunch of fools. NO COMPANY ON EARTH has ultimate security that can block every form of cyber attack known to man. And to expect Sony to have done that is just stupid.

All you need to do is call your CC company if you notice any crazy activity or just order a new card due to your current one being stolen. Also PSN does not contain social security numbers. So with that being said when was the last time you could open a major credit account with just your PSN ID, name address and email address?

people just calm down and relax. It is not like this is the end of the world.


238

+ B-Real206 on April 26th, 2011 at 3:18 pm said:

@FRESHGUNNER_14
It won’t be completely empty. I’ll be on!


239

+ irwlZ on April 26th, 2011 at 3:23 pm said:

I am just glad i was forced to buy PSN cards cause for some reason i couldn’t put my CC info in the system maybe god smiled on me that day. =]

For people that are saying they are going to sue what i find funny is that you have nothing better to do with your life and have too much money to piss down the drain because at the end of the day you will have lawyer fees that you will lose because you will not win this case.

For the people who like myself that are sticking to Sony’s side that god for intelligence because this forum shows the lack of it and glad my education was not free.

A few valid points have been made like knowing they just won a law suit with George Holtz aka Geohotz they should have seen this coming because nerd rage is just plain scary.

A stupid comment was posted how microsoft was lending a hand giving out free gold subscripts for the weekend they were just trying to woo people to their console not help in any way.

Sony keep working hard i believe in you.


240

+ Lance_Akiro on April 26th, 2011 at 3:23 pm said:

and as i said before they have given the good news that people will be happy but find other reason to complain about something else because they can’t get there way. yes the ppl intruding has information the fact they want us to change or information before doing anything is the best key. and I agree that for PS+ members your paying 50 a year for just discounts and if you think about it your not spending everyday on discounts of games and demos you have it for a year. and for ppl with DC universe that’s another company. you talk to them about it. and again not like they would care because its not like your on there 24/7 my God people you guys don’t read between the line of anything just complain and hope they give you want you want like little kids.


241

+ Lance_Akiro on April 26th, 2011 at 3:24 pm said:

Give them the benefit of the doubt that they got everything under control and that they secured it even better (for now). why i put that because no matter how secure anything is in this world theirs always a back door. because everything is upgrading everyday. So again for ppl complain and want to get rid of there ps3 because of this then go right ahead takes out the annoying people of the internet and leave the mature group to keep it fun and stress free. So wait a little more longer and when its up It will be like nothing happened.


242

+ s1mpl3______j4ck on April 26th, 2011 at 3:25 pm said:

me too! go Playstation


243

+ Jin_Kusanagi on April 26th, 2011 at 3:27 pm said:

I guess we should have informed about our personal data a week ago…


244

+ irwlZ on April 26th, 2011 at 3:28 pm said:

.. i wrote a long post only to never get read


245

+ kingotnw on April 26th, 2011 at 3:29 pm said:

Whoa, now wait a second… This is NOT OK. So now some person/people have all of my personal information and quite possibly my bank account # and CC #?!?! You are recommending I place a fraud alert on my credit history, as run a credit check on myself?! Both of these things count against my credit score… NOW I’m a little upset…I can’t believe our personal data wasn’t encrypted to make it unreadable by anyone who may possibly get in… As for people telling anyone to “calm down” on Sony about this, shame on you… There is no excuse at all for this! None! This is pure negligence on Sony’s part and they are 100% responsible. This email is nothing but a “try to cover our @sses” joke… Yeah… They messed up, so they suggest we start taking points off our credit score by running credit checks, and oh yeah, also place a fraud alert on which would not only take off points, but make it pretty much impossible to do something like buy a house, or even a car, for the foreseeable future?!?!?! Unacceptable Sony…. Completely and utterly un-phucking-acceptable…


246

+ irwlZ on April 26th, 2011 at 3:30 pm said:

Woot less 13 year olds going to play fps / tps shooters i hope they all trade in their ps3


247

+ Jimmy_Cosmos on April 26th, 2011 at 3:31 pm said:

Yay sony you’re so wonderful! Go Sony!! *hugs*


248

+ monyking on April 26th, 2011 at 3:32 pm said:

That’s the update that I wanted but, like last week. Now, they tell us to go and find out if anything was done to their CC account. the first thing that should’ve been done is to have an email to let the registered users that have a CC and either close or contact if anything is wrong with them. Then, I really think that the rest of these users would not be complaining as much. (I think).
But, at least I am playing Modern Warfare 2 and already got 6 trophies gained. Played on Veteran and it is taking a while. but, the special Ops is gonna be a hassle. ugh. stupid stars. But, anyways, relax everybody, just play the games offline and nothing is wrong.


249

+ P1MPSKiLLET on April 26th, 2011 at 3:34 pm said:

I like the “clear path”. Im a commercial electrician by trade. I know of what your going through. COFFEE! Thats all ya need. Enjoy the OT. Anxiously waiting. Thanks for the updates.


250

+ erick_34 on April 26th, 2011 at 3:39 pm said:

I need 2 more trophies to get the platinum trophy of Socom 4!!!!!!!!!!!!!!!!!


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