1 gig broadband offer

i was offered a 1 gig deal and told i would get a call back 2nd dec 23.  after not getting a call,  called and was advised the agent would call me.  later that day after no call, i called in again to be told that they could bot give me 1 gig , but offered 500m at a £6 discount. (the difference being the amount shown on your offers on line).  subsequently after the weekend i called faults who offered me a router for 1 gig and an extortionate price.  a call to customer services stated they had no routers.  another call stated they were getting some,  and when called regarding a fault by the customer services team (uk) re another matter,  was told that i was on a list for the new router.  Called today only to be told that agents tell people there is a list to stop them 'worrying' and in his 19 years experience there was never been a list. although lots of customers refer to a 'list; when they call in! (so are all the customers who refer to a list making it up or ar they like me were either lied to or intentionally mis lead?  he was quiet for a long time and advised if i wanted a 1 gig service the difference was £30 more and not £6,  which it still is on the virgin web site when you opt for a package. I did state that all we could go on is what we are told, i was then cut off and was not called back.  What do we believe when speaking to customer services?  I have the name of the agent who i spoke to who offered me the deal, but it would not be fair to publish it.  What concerns me about the last agent is that what he said did not correspond to what is being published on line,  so both cannot be correct.  if you do your homework before calling you have the info to hand,  I did call in yesterday at the local 02 shop to see if 1 gig was a available.  i was told he could only sell to existing customers but to contact customer services by phone regarding speed locally  

i had a deal offered at the time which i was happy with,  when it came to take it there were no routers for 1 gig.  i have been subsequently told i am on the list to get one,  when i went to 02 shop to see if 1 gig was available,  i posted the response previously,  last night i was told there is no list and it i now want it i will have to pay a lot more than the £6 difference listed on the offers at the time on line,  the difference between the 500 and 1 gig still listed,  so what i am saying,  what do you believe as according to the staff member in retentions who appeared to hang up mid conversation and chose NOT to call me back (confirmed contact numbers at the beginning of the conversation)  i will not be getting the 1 gig??  please note all conversations have been with the uk retentions teams,  initially in plymouth,  but the last few a cannot tell you ...  WHO DO I BELIEVE??