Passpoint: Video Calls Blocked or "Connected but No Internet"

What's Happening

If you're connected to a Passpoint (Hotspot 2.0) network but video calling apps (like Zoom) won't connect, or your device shows as connected with no internet access, this is usually a network configuration issue rather than a problem with your device.

Root cause

Passpoint is designed to auto-connect SIM-based devices, similar to how a device attaches to a cellular network — there's no manual sign-in step. Because of this, the Passpoint SSID needs its own VLAN and filtering policy, separate from other networks at the same location (such as guest Wi-Fi).

A common misconfiguration is placing the Passpoint SSID on the same VLAN as a guest network. Since the guest network typically has a more restrictive filtering policy (e.g. whitelist-based content filtering, or a security service like Cisco Umbrella applied at the VLAN level), the Passpoint SSID inherits those same restrictions. This can result in:

• Blocked video calling and softphone traffic
• Devices connecting successfully but failing to reach the internet — often because essential carrier services (e.g. iCloud domains, or IPsec tunnel endpoints used for carrier voice) are not on the filtering whitelist

Note: carrier Wi-Fi Calling relies on outbound IPsec traffic. If IPsec is blocked or restricted at the VLAN/firewall level, voice calls will fail even if general data traffic works.

Troubleshooting steps

For end users, try these first:

1. Confirm the device is connected to the correct SSID (not a separate guest network)
2. Toggle Wi-Fi off and on to force reconnection
3. Forget the network and reconnect
4. Restart the device
5. Check for a device software update
6. Toggle airplane mode on/off to reset radios

For your network/IT team, check the following if the issue persists across multiple devices:

1. VLAN assignment — confirm the Passpoint SSID is on its own dedicated VLAN, not shared with guest or other filtered VLANs
2. Filtering policy — check whether content filtering (e.g. Cisco Umbrella or similar) is applied to the Passpoint VLAN, and whether it's using a restrictive whitelist model
3. IPsec pass-through — confirm outbound IPsec (used for carrier voice tunnels) is explicitly allowed on the Passpoint VLAN
4. MTU — confirm MTU settings meet the relevant carrier's minimum requirement (varies by carrier — see our carrier-specific network requirement articles)
5.  

If the issue continues

If your network team has confirmed the above and the issue persists, contact support with:

• The location and SSID/VLAN in question
• What's being observed (e.g. "connected but no internet," "video calls fail")
• What's already been checked from the list above

Our team can work directly with your network admin to review the Passpoint VLAN configuration and filtering rules in more detail.

Good to know

This is a known and fixable issue on the network side — it isn't something wrong with your phone, carrier plan, or account. Our team can diagnose and correct the underlying network configuration once we're aware of it.

Book a call: Contact American Bandwidth