Our business has been with Telsta for the past couple of years and they've generally been okay. This year though, we've had absolutely atrocious service. They cut our line off, then when we called, they said it appeared everything was working fine. They handballed us around to different departments, none of which knew what was going to.
Faults would say that there's a block on our account and we need to talk to credit management, then credit management would say there's no block on our line and we need to talk to faults. This went on for probably about 3 weeks, on the phone to Telstra every day with no resolution.
Once we finally got it sorted, the Telstra people apologised and gave us a credit on our account for the mess up. We thought we had it all sorted. Now we've just got a bill through with no credit on it and a heap of extra charges for connections, reconnections and call-outs (all of which they assured us there would be no charge for as none of it was our fault).
Anyway… That's my little rant. Bottom line, pretty fed up with Telstra. Could anyone suggest business plans with other providers?
I work for AAPT, and they will give you better account management than Telstra, but if there are faults on a standard business line AAPT (or anyone else) will still be at the mercy of Telstra to fix it.
That said, a wholesaler with 300,000+ lines from Telstra gets better service than a small business with 2 or 3.
In your case, I suggest you yell at Telstra some more to get your credits and erroneous charges sorted before you move to anybody else. Telstra won't be motivated to help if they have already lost the customer.
If you want to have a chat about whether AAPT can offer you a better deal, our sales guys are decent and available on 13 88 77.