Wireless Router

I was recently emailed by a company called NETGEAR who informed me that my wireless router had reached it's end of service. A friend and my daughter assured me that virgin replace routers free of charge. I contacted Virgin last week via live chat and was told they were out of stock but one would be dispatched FOC as soon as their stock was replenished. On Saturday I had cause to phone the helpdesk in another matter and then asked if the routers were yet in stock. The operative assured me that virgin DO NOT send out wireless routers. I am now confused. Can anybody help please?

Keith