Honestly, they may have to again. The last time I seen something of this caliber was back when HW was in Early Access as well as Stormblood. Shadowbringers went pretty smoothly.

It could very well be a server side issue since so many new players are joining the game though, could also have something to do with the PS5 integration, but unsure why that would 'cause this other than goes back to a possible server overload.