Poor Service

This has been an issue experienced a few times with 1-Grid. A customer called me this morning indicating that he is unable to send or receive any emails. I called 1-Grid and was told by the technical person that everything is fine on the 1-Grid side so it has to be on the Customer's side. I did ask the Customer to check a few things and his internet connectivity seemed fine on his side. I thereafter logged a call with 1-Grid. I was told to approve a request for the technician to investigate to which I did. After not receiving any feedback on this ticket I called 1-Grid again just after lunch and the technician checked and mentioned that there was a setting change made by the network team which he has subsequently changed and the emails should be working after the change. Why didn't the first tech pick up the issue? I asked the second tech to get someone senior to call me and no one did. I was told now by the customer that he can receive emails but is still unable to send. I have created a new ticket for this but it seems like all these tickets just disappear into thin air with no feedback from 1-grid. This poor customer is now waiting an entire day for a resolution and it seems like these techs don't even know what is going on. Please don't sign up with this *********** company and if you do have an account with them start to move all your domains to another hosting company. I need to start this migration as well.