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Sony Issues Message Regarding PSN Outage, Your Personal Information Is At Risk

by Ernice Gilbert on April 26th, 2011, under Hot, News, PSN, Sony

Sony’s issued its most detailed message thus far to it’s userbase. In it, SCEA’s Patrick Seybold thanked customers for their patience, spoke of what happened, when services will be restored, and most importantly, the reality of your personal information, including name, address (city, state, zip), country, email address, birthdate, PlayStation Network/Qriocity password and login, and handle/PSN online ID could be at risk.

Find it in full below the break.

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 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;; P.O. Box 9532, Allen, TX 75013
Equifax: 800-525-6285;; P.O. Box 740241, Atlanta, GA 30374-0241
TransUnion: 800-680-7289;; 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 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 For Maryland residents, the Attorney General can be contacted at 200 St. Paul Place, 16th Floor, Baltimore, MD 21202; telephone: (888) 743-0023; or

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.

Sony Computer Entertainment and Sony Network Entertainment


  1. Tue, 26th Apr 2011 at 4:25 pm

    I removed my credit card after the first attack on the servers. I am glad i did.

  2. Tue, 26th Apr 2011 at 4:35 pm

    I never had my credit card info on there, but my God, what an utter catastrophe.

  3. Tue, 26th Apr 2011 at 4:36 pm

    My God….

  4. Tue, 26th Apr 2011 at 4:39 pm

    thnx alot hackers…now u r really hurting the users.. bunch of A**hlz.. anyway… but to the retro method of buying content with prepaid cards…. they should increase on the number of card $5 $10 $20 and so on…

  5. Tue, 26th Apr 2011 at 4:46 pm

    prepaid is always the way to go. They should offer more card values. I have when i need 400 or 800 msp but they only have 1600 and 4000.

  6. Tue, 26th Apr 2011 at 4:48 pm

    All I can say is wow. Never me again…. All trust lost.

  7. Tue, 26th Apr 2011 at 5:41 pm

    Someone needs to explain to me why in the world didn’t Sony’s firewall alerted them of any intrusion?!?!?! What kind of inept, lazy, could-care-less kind of company is this?!?!? That’s it man, I’m done. My CC info will never get on there… Shameful for such a massive company.

    Just like PS3, no skill in protecting the customers they claim to love so much…….

    Send all the hate now, guys…..I’m wearing bomb-protective wear….

  8. Tue, 26th Apr 2011 at 6:57 pm

    I made a new email just for my psn, and have never given my credit card details. And this is why.

  9. Wed, 27th Apr 2011 at 4:29 am

    Now they tell us!
    After how many days it’s been down.
    How can the worlds largest electronic company have such puss poor security,.
    Pathetic Sony, absolutely completely freaking pathetic!
    I can smell class action lawsuits on the way!

  10. Wed, 27th Apr 2011 at 5:44 am

    This has been an utter failiure on sonys behalf and could be catastrophic for their busniess for the comming years. I did have my CC details on there, i have on alot of supposedly secure websites, I am however goin to think again.
    I’m also hopeful that any details they have got are encrypted, surely Sony are not stupid enough to have details on there in its basic format??? Im dissapointed with the lack of information and the amount ot time it has taken them to inform us. Basically some hacker could of had my details for 10 days now. And another thing that annoys me is that they havent contacted me and told me, I had to search on the US Playstation blog as there is still no information on the EU one! Thanks alot Sony!!!
    This is a disaster for Sony, however people have hacked into the White house, the pentagon, M15 etc so im sure everyone has been a bit niave that it couldnt happen or wasnt possible. In a way im hopeful they have done it to show how easy it was to do, sony learn from it and come back stronger (and give us all free credit or some other type of compensation!) And not a geniuine attack on peoples identity for the sole intention of acessing peoples credit card details.
    Sony hang your head in shame!

  11. Wed, 27th Apr 2011 at 5:49 am

    @Nick: Yeah, Sony must do better.

  12. Wed, 27th Apr 2011 at 5:50 am

    @Foxton: Agreed. I hope they come back stronger, but they should really hang their heads in shame on this one! Utter disaster this.

  13. Wed, 27th Apr 2011 at 10:03 am

    I’m not worried about my CC info, that’s easy to track and cancle any unortharized transactions.
    It’s identity theft that yip I’m really worried about!
    They have your home addy, they have your work number.
    So what’s stopping them hiring someone to ring your work make sure your at work keep you busy, then come buy your house and help themselves?
    That’s what’s got me worried!
    I hope people file a class action lawsuit against Sony to give them a good wake up slap!

  14. Wed, 27th Apr 2011 at 11:17 am


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