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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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351

+ zekececil14 on April 26th, 2011 at 6:02 pm said:

318
lol, You’re an idiot if you sincerely believe that it took them 6 days to tell us our info was stolen.


352

+ STDProne on April 26th, 2011 at 6:03 pm said:

@leDaveKron

huh wow how fast do you think a company can look through the entire PSN server. It’s not as easy as you think


353

+ MiSSery– on April 26th, 2011 at 6:03 pm said:

/facepalm

>> Logs out.


354

+ Stoffinator on April 26th, 2011 at 6:05 pm said:

@ those who want to know

http://faq.en.playstation.com/cgi-bin/scee_gb.cfg/php/enduser/std_adp.php?locale=en_GB&p_faqid=5593

That is an official Sony page btw. And it was the 17.


355

+ s1mpl3______j4ck on April 26th, 2011 at 6:07 pm said:

i wish i had mad nerd, god, awesome hacking skills. i would never pay for music or games again.
i programed a clock once.
it didn’t work right haha.
it thought 0:00 was 1:00


356

+ Stoffinator on April 26th, 2011 at 6:07 pm said:

I posted a link, but seems they don’t allow it. Go to Faq.en.playstation.com. Its their FAQ section on this. It would not taken them that long to notice CC info was taken. And regardless if it was a week or less. This shows how bad their security on their end was. Not acceptable for a company the size of Sony.


357

+ dragonwire on April 26th, 2011 at 6:09 pm said:

lol…*sigh*….Just ignore them Rorek_IronBlood. I feel like Yoda here trying to talk some sense into people. Its just like how people line up at the gas stations when they hear gas prices are going up. Everybody freaks out over spilled milk. God help us when the world ends next year. lol!!!


358

+ LilWayneSuckz on April 26th, 2011 at 6:11 pm said:

Its almost like EVERYONE hates Sony even people on this blog and that is sad…

I do hope they get through this but gaming blogs, even IGN are saying they’ll never buy another Sony game again. Are we forgetting that hackers broke into the Sony network using a jailbreak, this is why Sony sued George Hotz, and this is why they were releasing updates..don’t blame Sony, blame the hackers who are wishing for Sony’s demise. Don’t let them win..


359

+ victr1 on April 26th, 2011 at 6:15 pm said:

Trophies might not carry over to the new PSN. What the [DELETED]???


360

+ zekececil14 on April 26th, 2011 at 6:17 pm said:

327
You are right, aaaaaand wrong.

“Q.1  When did you realise the system had been intruded?
We discovered between April 17 and April 19 there was an illegal and unauthorized intrusion into our network.”

While the did realize there was an intrusion between the 17th and 19th, that doesn’t mean they knew info was stolen.

Here you go compensation enthusiasts
“Q.16  I want my money back (subscription fee, content) since the PSN/Qriocity was not available.
When the full services are restored and the length of the outage is known, we will assess the correct course of action.’


361

+ Autoxfool on April 26th, 2011 at 6:17 pm said:

<—-non-hatin' :) I have plenty of patience, but not exactly jumping for joy with how Sony has been handling this.

I'll be here after the defectors have left. I don't like the SnotBox controllers, so I'm stuck. :p


362

+ Bark-n-lice on April 26th, 2011 at 6:22 pm said:

If they thought their system was compromised enough to shut it down. Then they had to know that access to personal info was taken or available. They might not of known to what extent but if any of the IT guys suspected that it went that far the warning should of been announced immediately.


363

+ cmac09 on April 26th, 2011 at 6:38 pm said:

My first console was a PlayStation I received in the Christmas of 1997. I’ve trusted the PlayStation brand ever since, even through the shaky launch of the PS3. This time, however, my faith in the brand has been damaged in a way I never would have expected. I understand that these kind of intrusions can happen anywhere, and so I’m not going to blame Sony completely for that. But there is no excuse for not sharing this information with PSN users the minute Sony learned about the intrusion. It’ll take a lot to repair the PlayStation brand in my eyes, Sony. I guess it’s your move now.


364

+ FireDragonGod on April 26th, 2011 at 6:43 pm said:

I Hope That “If” Sony Fixes This Issuse They Upgrade The PSN With Mad New Features Or Mail Me A Check, Cuz Dis Is Crazy

Immabout2 Go Hunt Sum Prey, Cuz Dis Dragon Is Hungry


365

+ TheGrimHeaper on April 26th, 2011 at 6:43 pm said:

@Autoxfool I hope you realize how stupid of a name “SnotBox” is.


366

+ zekececil14 on April 26th, 2011 at 6:53 pm said:

SPACEEEEEEE!


367

+ footballrule on April 26th, 2011 at 6:54 pm said:

Thanks Sony.


368

+ Skater_Ricky on April 26th, 2011 at 6:56 pm said:

@sid4peeps & @Lopez9577 and the rest I left out that are complaining seriously grow up if you want to sell your PS3 go for it. It does not effect me. It just shows how much your support gaming and developers for there hard work the put into any product or game.

@ EVERYONE ELSE.. I hardly believe the people that got any information from anyone will plan on using it. Because as soon as they start using PSN Users personal information the LAW will be right behind them like WHITE ON RICE.

I for one dont feel scared one bit because if anyone does anything to my personal information there in JAIL for LIFE!

also @ EVERYONE ELSE stop blaming SONY for this. SONY did there part for protecting us. it wasn’t there fault that Hackers got way beyond what SONY expected anyone would get to because the PSN was Safe tell the hackers got there hands on some Hacking Tool “On the Internet” and started Hacking away on PlayStation Network.

Will always be a Proud Gamer for Life no matter what happens in the end.
Support Game Developers 100% Buy your games New and take up on all the Pre-Order Goodies :D


369

+ nYcFrEeWiLL82 on April 26th, 2011 at 6:57 pm said:

I BET MICROSOFT HAD SOMETHING TO DO WITH THIS ” illegal and unauthorized intrusion” >:p BUT HEY THATS JUST MY OPINION..LOL SONY NEEDS AND MUST GET THIS NETWORK WORKING IMMEDIATELY!!!! THEY ARE LOSING MILLIONS OF DOLLARS AND THEIR REPUTATION IS BEING RUINED EVERYDAY THIS NETWORK IS DOWN. SMH SONY …YOU ARE EMBARRASSING ALL YOUR LOYAL FANS.


370

+ mcbuttz78 on April 26th, 2011 at 6:57 pm said:

I dont understand why u would blame sony for this robbery.. they put the proper sercurity up. If a man robbed your home and you had camera’s ,a dog ,safe box. booby traps. And you still get stolen why would blame yourself becuase it happend. You did all you could do. Sony did all they could do? why blame them instead of the hackers who did the stealing. Use some logic

If you want to sue for cc information lost , then do so, but its not sony fault you got stolen, just remember it took 5 yrs of hacking and etc to do these un grateful events towards you. What makes think the sercurity was weak day one when that is not the case.

Sony has to findout what happend to tell you what happen they cant just guess what it is.? They just warned you what you need to do with your information, why not do that beisdes belittle them on this matter.


371

+ Autoxfool on April 26th, 2011 at 6:58 pm said:

….coming from the Grim…Heaper..

and I do. As stupid as that system itself, imho of course.


372

+ AJLareneg on April 26th, 2011 at 7:07 pm said:

To anyone defending Sony by saying “Maybe they didn’t know it was stolen!!” for them not telling us sooner. I don’t feel as though that was the case. They pulled the plug on PSN almost a week ago to prevent anything further from happening… so that means they knew something was going on when they voluntarily shut the system down.

To me, that says a lot.


373

+ mcbuttz78 on April 26th, 2011 at 7:09 pm said:

@339

We at the psn legionairre commitee think so as well. I do think some xbox faithfuls did this, becuase 3days before the down fall of this event they announce a free xbox live week or week end and had a portal 2 bash party. Now when this event started the psn network went down.

Us at the psn legion dont know if it was the exact same time but when it happend xbox reps where telling ps3 double console owners to comeover there and play the system while psn is down for week or a weekend of portal 2 and xbox live events free of charge..

Thats mighty fishy but we got no hard proof beside word of mouth..I hope sony look into it real hard and good into it, . So I highly think its a xbox /ps3 double console owner who’s with anon.

mcbuttz78
vp-psn legionaree comittee


374

+ KillerTomato on April 26th, 2011 at 7:12 pm said:

What a bunch of wastes of space these hackers and all you screaming about Sony deserving this and blah blah blah. This is where you’ll get your retribution, this is where you will draw a line in the sand? The right to hack a piece of electronic equipment? It’s yours but the firmware is not you dolt. God forbid you get an education, learn about what’s going on in politics and the economy and contribute something to this world. Nol Instead you will continue to foul the experience and waste the money of the millions of people who escape life with video games. All because video games are your WHOLE life. Well thanks but no thanks you idiots.


375

+ Lapwner on April 26th, 2011 at 7:20 pm said:

@307 – I’M IN SPAAAAAAAAACE!


376

+ mcbuttz78 on April 26th, 2011 at 7:21 pm said:

@342. think about what you just said. If there a problem with your pay check and the boss say hey mr 342 we think something wrong with your paycheck we gonna look into it . And come to you 3 days later and they say we going to hold your check out till next week becuase some errors where in it..

Thats not your job’s fault. They have see what going, who else is effected how they are affected. If its major fix or minor fix. Is it legal to do so, if not who can they contact to do the legal work …All that happens before they can tell you whats wrong ,

All that is going to take more then 24hrs to tell or do..


377

+ zekececil14 on April 26th, 2011 at 7:38 pm said:

345
XD

342
Ok, say my huge mansion(PSN) got robbed(hacked) and I was holding a phone my friend gave me so he could contact me whenever(CC info so you can buy stuff off the PS Store whenever) I haven’t been in the mansion yet, and I don’t know what’s stolen. It will take days to search it for missing things because it is a huge mansion. I’m not just going to say to my friend “Your phone was stolen”


378

+ DazeOfWar on April 26th, 2011 at 7:41 pm said:

I have more to whine about than anybody. It’s not because of Sony though. It’s because my wife caught my BBQ on fire. The front of it got so hot it melted the epoxy off.

Oh well, time to go work on Enslaved for the platinum. Keep on keeping on Sony. Bring back PSN stronger than ever cause I have some money to spend.


379

+ delinquent3241 on April 26th, 2011 at 7:42 pm said:

hell yeah, thanks guys, i know it sucks and a lot of people are pissed (including me) but you gotta do what you gotta do. well done psn and thanks for all of the updates. i know that there isnt a lot of information but it would make me feel better if you guys would post everyday about something, even if you’re just posted “[DELETED]“


380

+ xzile on April 26th, 2011 at 7:42 pm said:

A close associate of mine is a business exec. and she asked me to inform those not in the know that the majority of companies already sale names, addresses and numbers. They don’t let credit card info go, but on the bright side the security codes were protected. I am still compassionate to how I would still be perturbed if my info was in jeopardy. Fortunately, I am inherently distrustful, so I have always used PSN cards. I FORGIVE YOU SONY. Just don’t let it happen again. Okay, now get the Psn up so I can check on my dophy. With all these people going to X….the other system, maybe I can get that stealth skin finally from the star race.


381

+ zekececil14 on April 26th, 2011 at 7:47 pm said:

342
Also, you said “so that means they knew something was going on”
Ok, they knew >>>”SOMETHING”<<< was going on.

Something by definition means: a certain undetermined or unspecified thing

So, yea. They knew something.


382

+ AJLareneg on April 26th, 2011 at 7:56 pm said:

@349 why else would someone want to hack into psn other than to steal user data? LOLFREEGAMES!?!?!!?!? unlikely. any time something like this happens compromised user info should be the first thing that comes to a company’s mind. They should have warned for the possibility of compromised information even if it wasn’t verified yet.

Also using your mansion robbery analogy, you could tell your friend “OH hey my mansion was robbed your phone might have gotten stolen, lemme check.” Instead Sony chose to keep us all in the dark. :\ I just don’t think it was the best choice of actions.


383

+ Morac_ on April 26th, 2011 at 8:40 pm said:

I called in to cancel my credit card today (better safe than sorry) and the person told me I was the second person to do so because of the PSN network data leak and that that person’s card actually had unauthorized charges on it (mine did not). So signs are pointing towards a leak of the credit card info as well.


384

+ thai420 on April 26th, 2011 at 10:23 pm said:

The reason people should and do blame Sony for this is not because they were hacked, but that it took them so long to inform us that our personal info could have been compromised. If they had even they slightest notion that it could have been then we as their customers deserve to know as soon as possible. It doesn’t take long for an identity thief to rack up a huge debt for somebody, and the sooner we know to keep a close eye on our info the better.


385

+ fuzzyclutter on April 26th, 2011 at 10:24 pm said:

@ + Morac Don’t make up B.S .


386

+ fuzzyclutter on April 26th, 2011 at 10:29 pm said:

Most major CC ‘s have liability protection ….so stop whining and move on . they didnt know the sitrep from the start just as you can be and have been caught with your ass hanging in the breeze … find away to get over it and move on .


387

+ fuzzyclutter on April 26th, 2011 at 10:37 pm said:

@+ mcbuttz78 …. that was a horrible analogy … for one … mistake or no mistake your employer cannot withhold payment . and that situation itself bears absolutly no resemblence to this .


388

+ JONGREY on April 27th, 2011 at 12:08 am said:

When the network comes back online it will be a better place, because all the ID10T’s will be gone. The only ones left will be true Fans. I know this is going to cost Sony alot of money, but theres plenty more to be made. Keep dropping your dynamite exclusives and I’ll keep buying them.

Little Big Planet
Gran Turismo
Uncharted
Killzone
Infamous
Twisted Metal
Resistance
Ratchet and Clank
God of War
Sorcery
Fat Princess
And Many Many More…


389

+ FAI-SAL-500 on April 27th, 2011 at 3:50 am said:

no thanks
why …
Why not put the time known about the end of the update!!!!؟؟
Will there be compensation؟؟؟
Do you think we are going to buy a ps4 know a lot have moved to xbox !!


390

+ xxfamasarmyxx97 on April 27th, 2011 at 6:20 am said:

well i guest this is anoter lesson that sony will learn when they develope there ps4 in the future this is one of the things they should work on in the new systems


391

+ xxfamasarmyxx97 on April 27th, 2011 at 6:24 am said:

ive been playing on my pc while this epidemic was going on still waiting to sign on sony dont ge me wrong i am very greatful sony for this information until psn is back up you know where im at and please let our trophy information be safe


392

+ djnealb on April 27th, 2011 at 6:42 am said:

Are you only sending the emails to those accounts that may have been compromised and have those emails gone out yet? I have 2 accounts, and I have yet to receive an email for either one. Does this mean that my data was not taken?


393

+ t_tocs on April 27th, 2011 at 6:53 am said:

I already got a new card just to be safe. I suggest everyone else do the same. What a freaking pain.


394

+ t_tocs on April 27th, 2011 at 6:54 am said:

@xxgamasarmyxx97 Haha, people are having their credit card info stolen and you are worrying about trophies? What are you, 10?


395

+ PaperCarrier on April 27th, 2011 at 6:57 am said:

My CC company has suspended my CC account ending in #### after being aware of the recent PSN security breach and after reviewing my account transaction history. They say that it is in their best interest to protect their customers from any potential risk of fraud or identity theft (call number below to speak to an agent blah blah… ).

They asked me to review my recent account statements for any suspicious activity (none were found).


396

+ GC1107 on April 27th, 2011 at 10:35 am said:

well this is bull****, if any of my info is stolen and used im suing Sony for sure. I knew it was hackers from day one cause my anti virus could detect it from the login in pop up. They did too and they should have come right out with it. this is just crazy that so much info could be compromised. Im pissed off about this.


397

+ wrestlemania0226 on April 27th, 2011 at 12:13 pm said:

WOW. Thank god sony shut down the psn or this would’ve been a nightmare. Thanks for watching our backs sony, we know you had no other choice.


398

+ KillerTomato on April 27th, 2011 at 2:03 pm said:

Seriously, no one has moved to XBox over this. Unless they already had one. The people saying they are switching to XBox are XBots who finally bought a PS3 because they just couldn’t stand playing inferior games anymore. Now they are eating this up. But as soon as PSN is back online they will be back to playing the finest exclusive titles on the market just like the rest of us. I’m extra angry because I bought a new PS3 the day before this happened and I am still unable to dowload all of my games, themes, etc. I can’t even restore my cloud save so I can’t play any of my popular games offline lest I load old data.


399

+ dragonwire on April 28th, 2011 at 5:58 pm said:

Wow. Hilarious posts! What is everyone freaking out about?? People are so easy to follow and be manipulated. I have two cards linked to my ps3 account and who cares! If your a gamer then you wouldn’t be console bashing. I have a ps3 because I choose a ps3. If your xbox makes ya happy then more part to ya. My ps3 makes me EXTREMELY happy! I can’t wait to get back online. KILLZONE 3!!!!


400

+ AwardTour on May 3rd, 2011 at 10:33 am said:

Liar!


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