If you are trying to appeal a restriction or ban, follow the instructions on this page. Note that you do not have any guarantees that you will receive a response.
https://www.bungie.net/en/Help/Troubleshoot?oid=48629
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That's only for bans as far as I know - if he actually did something to fix the internet then they will see that while he plays PvE during his internet connection restriction. The only time that form may be used for a internet restriction is if it became a permanent restriction from PvP