No Replies From Ping By Ip

When neither of these pings get replies, ask the customer to disable any firewall software they may be running, and try the pings again. If this still doesn't fix the situation, escalate a ticket to describing the situation.

Customer is getting a dial-up connection using 3web software, but unable to ping google by domain or IP address. Check for firewall, disabled. Still not working.

and so on.