Data slave

So this is my story, my parents with well over 60 years of age. Must pay for a services that has not worked for over 2 months. When they went to ask about the problem, the people in the just say the wires got stollen. Nobody advises uou of the issue and NO talks about suspending payments etc. They gladly with a smile take your money. Now they tell my parents they must upgrade to lte. Who's supposedly paying for the upgrade? How much extra. We need to really stand up to these guys. They are making billions out of us the ordinary citizens that need to buy data and airtime etc. Change is much needed.