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Originally Posted by th'engineer
You know you can always tell when you are correct about problems no body from NTL offers to help all the usual suspects that have a lot to say just blend into the background.
Why not just agree there is a problem 
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As I think has been previously pointed out to you - the "load balancing software" (WCCP) is a Cisco Router Protocol and ntl have no ability to "fix it" as such. All they do is try and get it the caches working properly again by whatever means they have. It is a fact of life that it will sometimes fail, just like anything else.

It would be like expecting Dixons (or whoever) to fix a Microsoft OS problem when it crashes your pc - just because you bought the pc from them.