Sony addresses PSN user concerns with official Q&A

Tuesday, 26th April 2011 23:03 GMT By Stephany Nunneley

Sony has updated an official Q&A regarding the PSN outage, along with information pertaining to the illegal, and unauthorized intrusion which occurred on the service between April 17 and April 19.

According to the Q&A, after Sony turned off service to both PSN and Qriocity it conducted an internal investigation into its network, as well as brought in an outside security firm to conduct a “full and complete investigation into what happened.”

Sony said it then began to “enhance security and strengthen our network infrastructure by re-building our system,” in order to provide consumers with “greater protection,” of personal information.

The firm’s investigation into the matter indicated that all PlayStation Network and Qriocity accounts “may have been affected,” by the security breach and there is the “possibility,” that all users’ information could have been compromised. In order to inform customers of said breach, it is currently sending out emails to all registered PSN users.

So far, Sony has not received any reports of customers’ personal information being used in a nefarious manner.

“We are taking the investigation seriously,” said the firm. “We will keep the service down to allow us to conduct a thorough investigation and verify smooth operation of our network services but are working hard to resume the services as soon as we can be reasonably assured security concerns are addressed.”

Sony also said it will assess the “correct course of action,” pertaining to monetary value of services not rendered while the outage was current, and once full services are restored and “the length of the outage is known,” it will have more information.

If you have any questions regarding the outage or any concerns regarding your personal information, Sony has encouraged PSN users to contact a customer service agent in their country of residency.

A list of phone numbers can be found through here.



  1. NightCrawler1970

    I don’t see the phone number of US on the list????

    #1 4 years ago
  2. OrbitMonkey

    Hmmmm…. A correct course of action would be to send me a copy of Uncharted 3. Compensate me quite nicely :)

    #2 4 years ago
  3. Benjo1981

    They should compensate Xbox subs for the increased traffic on the XBL network ;)

    #3 4 years ago
  4. DrDamn

    US number was given at the bottom of the main article … 1-800-345-7669 …

    #4 4 years ago
  5. Stephany Nunneley

    @1 1-800-345-7669

    #5 4 years ago
  6. Stephany Nunneley

    @4 jinx

    #6 4 years ago
  7. NightCrawler1970

    @4 thank a bunch, by phones sucks, had a blond thats play with her nail file, can’t get through it… and circulating the process…

    To bad Sony don’t have a online complain form.. :(

    #7 4 years ago
  8. Gekidami

    Why would you want to phone them in the first place? They say to just pay attention to your bank statements and the like, credit cards are made to protect you against fraud, you dont need to instantly change card. There havent been any reports of people losing any money yet (despite the apparent week the hackers have had the info). In till then, i’m more worried about my trophies then my bank account.

    #8 4 years ago
  9. FedUp

    DAYS, WEEKS, OR MONTHS SONY? Stop playing ignorant. Rumors are filling the voids you’ve left and the majority are starting to expect weeks or months, which is leading people to switch consoles. You’re making us expect the worst and by leaving us in the dark you are confirming it. In this recent article some headway has been made to paint a better picture of the progress, assuming it is all valid info, but you still give us no indication of how long this will take, so patience is running low. I’ve already posted some of my games for sale and will soon be posting the remainder if you don’t grow a set and be honest and up-front with the public, and I hope you don’t think im alone on this. There are classified adds everywhere offering trades for xbox consoles already. I know you don’t know for sure how long this will take but GIVE US AN ESTIMATE AT LEAST.

    As for the rumor about sony charging for PSN usage when all is said and done, I personally believe that would be a real test of faith for it’s customers, most of which have little faith left. So a personal opinion is that charging for a network that was hacked twice, rebuilt or not, would be near suicide for the company, considering that having a free network is the only leg sony has left to stand on to keep its head above xbox. Well that and socom 4.

    #9 4 years ago
  10. Gekidami

    ^ Uhm…
    “We have a clear path to have PlayStation Network and Qriocity systems back online, and expect to restore some services within a week.”

    #10 4 years ago
  11. FedUp

    As far as compensating EVERY user in one way or another, that is where I take Sony’s side and think that it is nonrealistic (assuming that is what sony believes) HOWEVER, that little bit of compensation that everyone deserves should at least be givin in the form of ADEQUATE FEEDBACK AND EXPECTED DOWNTIME. DAYS,WEEKS,MONTHS?

    #11 4 years ago
  12. FedUp


    Ha Cancel my last statements, if this link is true.

    #12 4 years ago
  13. FedUp

    Thanks for the updates Sony. My appoligies. I’ve been checking all week and as soon as I lose patientce and post something, I already had feedback.

    #13 4 years ago
  14. NeoSquall

    “Sony also said it will assess the “correct course of action,” pertaining to monetary value of services not rendered while the outage was current, and once full services are restored and “the length of the outage is known,” it will have more information.”

    This should quiet down the PS+ subbers for the time being.

    #14 4 years ago
  15. xino

    this is farked up man!

    Sony had to be greedy and be the bully with this whole hacking case.
    Is the stupid hotz+sony agreement even linked to this? it just doesn’t make sense that both ended the case and now this happens.

    How one f*king idiot caused problems to so many people!

    This is what annoys me man, when people become greedy by stealing. This idiot breached the PSN and now everyone can’t use it.

    You know..when you do something and it affects everyone, then you are guilty!
    The whole Hotz hacking ps3 did not affect gamers, it was stupid Sony loyalist that was against it because others will get a game for free while they pay the developers their monthly gaming bill.

    Now this person hacks PSN and causes everyone not to play online. This is the idiot people should be furious about.

    I do believe Sony did a good thing by not releasing the news in an instant. Because people would buy a gamer for xbox 360. However they waited too long man! It’s all over the news and paper!

    I guess Anon shot themselves in the foot!
    They wanted people to stand up to greedy corps like Sony, now Judas amongst them betrayed them. That causes everyones account to be compromised and not play online. Now people will not follow Anon.

    #15 4 years ago
  16. FedUp


    #16 4 years ago
  17. FedUp


    #17 4 years ago
  18. Teamsleep04

    I can’t believe that peoples credit card info was compromised. They’re advising that people contact credit bureaus and place fraud alerts on their name. This is a nightmare, so much worse than I thought.

    #18 4 years ago
  19. aprotosis

    @15 Let me see if I get this right… you think Sony did a good thing by not releasing the news in an instant as it prevented people going to Xbox? So you are happy that they valued their bottom line over their customer’s security and piece of mind?

    #19 4 years ago
  20. Dr.Ghettoblaster

    A free game for all PSN account users!

    #20 4 years ago

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