Can't play the trial on PS

We have an EA Play annual subscription, we've pre-ordered the game many weeks ago and today we click on the trial button andddddddd.....nothing except a black screen and the green FC triangle doing it's thing. We're now one hour into our trial play and that's what we've had for 60 minutes. And no, restarting the PS, logging back in and out, etc, etc makes no difference whatsoever. Essentially, you have launched a game that an increasing number of people are, once again, unable to play. And I expect absolutely no response from anyone at EA, as your customer service is among the worse in the world.