Sony releases FAQ to make up for PSN issues

Sony has come up with frequently asked questions (FAQ) guidelines to address the queued costumers after the discontinuation of service for its PlayStation Network (PSN) due to repeated hacking attacks.

“If you’ve gone through the process and are waiting for an email from us, please note that the very large number of requests has caused certain ISPs to slow the rate at which recipients get emails from us. Please be patient as the systems work through the backlog,” the FAQ reads.

The FAQ also updates the customers on new releases Sony which could not be communicated since April 19.

“To date, three Tuesday publishes were missed, which included items like Under Siege and the MotorStorm Apocalypse demo,” the FAQ reads.

With the restoration of commerce, it says, product information will be published at the PlayStation Store multiple times a week along with the PlayStation.Blog displaying the list of new content.

Jeff Rubenstein,the Social Media Manager of the entertainment giant said that PlayStation is once again operational with the sign-in for PlayStation Network and Qriocity, online gameplay for PS3 and PSP, playback of rental video content on PS3 back up and running.

However some PlayStation Network users were experiencing issues with their password resets following the switching back of the network.

Here is a text of its FAQ page:

Q.1 Which countries and regions are you restarting services?

51 countries excluding Japan and Asia (N. America, Central America, Europe, Australia, New Zealand, Middle East)

Q.2 What was wrong with the system and/or the organizational structure and how did you resolve this issue?

The cause of the breach was a highly sophisticated criminal cyber attack. We are continuing to investigate this criminal intrusion. Our investigation found that the attacker(s) exploited vulnerability in the server system which manages data on PlayStation Network and Qriocity.
Working closely with several outside respected security firms, the company has implemented significant security measures that strengthen safeguards against unauthorized activity, and provide consumers with greater protection of their personal information. The company has made considerable enhancements to the data security, including updating and adding advanced security technologies, additional software monitoring, penetration and vulnerability testing, and increased levels of encryption and additional firewalls. The company also added a variety of other measures to the network infrastructure including an early-warning system for unusual activity patterns that could signal an attempt to compromise the network.

Q.3 Have you encrypted ALL personal data including name, address, birth date, credit card data, password, etc.?

The credit card data was and will of course remain encrypted. We have strengthened the hash level of passwords as well.
See above for additional security measure for the whole system.

Q.4 Are you sure that the personal information stored in the current database won’t be hacked again?

In addition to working closely with several outside respected security firms, the company has made considerable enhancements to the data security, including updating and adding advanced security technologies, additional software monitoring, penetration and vulnerability testing, and increased levels of encryption and additional firewalls. While we’re confident the restored network provides greater protection, the growing sophistication and frequency of cyber attacks by unapologetic, anonymous hackers will continue to be a threat against government, corporations and consumers.
For details about the security measures, please see above.

Q.5 How can users delete their personal information immediately?

They can contact customer service in their region.

Q.6 Are you still on schedule for the full service restoration (within this month)?

The company expects to have the services fully restored by the end of May 2011.

Q.7 Any update on the unauthorized use of credit card/ personal data from the users?

As of today, the major credit card companies have not reported that they have seen any increase in the number of fraudulent credit card transactions as a result of the attack, and they have not reported to us any fraudulent transactions that they believe are a direct result of the illegal attack.

Q.8 I installed the latest system software update but did not receive the system e-mail for changing the password and cannot use my account. Why?

(If you registered a wrong e-mail address or the e-mail of another person) As alerted on our website, the new PS3 software update requires all PS3 users to change their password. Your password can only be changed on your own PS3 (or the PS3 on which your PSN account is activated), as an added layer of security.
If you have never downloaded any content using your account on the console, a system email will be sent to the registered sign-in ID (email address) associated with your account once you first attempt to sign-in to PSN. If you registered with an e-mail that has since expired or is invalid, you will not be able to change your password.

If you are using another person’s e-mail address or if you are using a wrong e-mail address, please have a valid e-mail address ready and contact your local customer service before proceeding to change the password.

Q.9 Will I be able to use my account again if I contact the customer service?

The local customer service will be able to help you in changing the sign-in ID and resetting the password once we are able to identify that the person calling is the owner of the account.

Contact Details
Country Customer Support
Africa sonycustomercare.mea@ap.sony.com
Australia 1-300 365-911
Austria 0820 44 45 40
Belgium 011 516 406
Bulgaria support@sbhbg.com
Croatia playstation.hr@arsvenatus.hr
Cyprus 22352282
Czech 225 341 407
Denmark 90137013
Estonia 6543484
Finland 0600411911
France 0820 31 32 33
Germany 01805 766 977
Greece 801 11 92000
Hungary 1 814 4800
Iceland 591- 5100
India 1800-103-7799
Ireland 0818 365065
Israel 09-9711700
Italy 199 116 266
Latvia 67046049
Lithuania 37338655
Luxembrg 0820 31 32 33
Malta 234 360 00
Middle East - All sonycustomercare.mea@ap.sony.com
Netherlands 0495 574 817
New Zealand 09 415 2447
Norway 82068322
Poland 0 801 230 000
Portugal 707 23 23 10
Romania support@sbhbg.com
Russia 8-800-200-76-67
Slovakia 232 112 209
Slovenia 1510 31 30
South Africa 0861 773783
Spain 902 102 102
Sweden 09002033075
Switzerland 0848 84 00 85
Turkey