If customer experiences problems browsing the web while they have ZoneAlarm Firewall running, then the following must be done:
Click on Firewall.
Leave Internet Zone Security and Trusted Zone Security settings to default (High and Medium respectively)
Click on Advanced.
Tick the 3rd Checkbox Allow Uncommon Protocols under High Security and press OK.
After this, refresh the page and you should be able to browse to any website. The problem lies in the fact that ZoneAlarm does not consider PPPoE a common protocol and as such will block it under high security settings
If it is a new connection and there is no firewall on the user end the CSR should report this fault Telstra.