Support team probably covered this, but for others in a similar situation, Gen 2 does not support 5GHz WiFi. In case your 2.4 and 5 GHz networks run under the same SSID, this can cause an issue during the setup. It’s best to disable the 5 GHz network temporarily during the setup.
It is also a good idea to avoid adding your controller to a Guest network, in case your WiFi router has this as an option. A common feature of such a network is to block communication between guest devices, meaning your phone will not be able to connect directly to the controller during the setup. In case you wish to use the guest network, best option is to disable the actual guest network temporarily during the setup. Change your primary network’s SSID & key to match your guest network’s name & key and proceed with the setup. After the setup is complete, put things back how they were and controller should be able to connect to the servers by itself.