PT. <em>Fiber Networks</em> Indonesia (<em>FiberNet</em>) is intended to make it easier for service users to overcome <em>FiberNet</em> service disruptions. So, users can directly diagnose symptoms and the system directly provides solutions related to service problems. It is hoped that the system can help users and provide education in solving problems without contacting <em>customer service</em>. The <em>FiberNet</em> service fault diagnosis system is designed and implemented using PHP, MySQL <em>database</em>, <em>Certainty Factor</em> method, and <em>Case-Based Reasoning</em> method. The application of the <em>Certainty Factor</em> method is used to determine the percentage value based on the specified confidence value. The application of the <em>Case-Based Reasoning</em> method is used to compare new cases, old cases, and determine the case of each selected symptom where the highest <em>Certainty Factor</em> percentage value becomes a reference. The application made has five elements of an expert system, namely a knowledge base, <em>database</em>, inference mechanism, user interface, and system implementation where the application can detect symptoms experienced in internet services.
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