Only Customer Options Team can provide TG582n?

I've just been told by a CS member that only the Customer Options Team can provide the TG582n as part of retention offers. Is this true?

Reason I'm asking is that my router has overheated and died. This is the 2nd TG585v8 that it's happened to so thought I'd take up the offer of free router (if you stay for another year). I asked for the TG582n as I'm not happy with the TG585's. They said that:

If you are wanting to inquire about the TG582n you would need to speak to our Customer Options Team who are able to provide these as part of retention offers

Doers that mean I need to ring and say I want to cancel just to get the 582n??

All sorted - turns out the CS rep who replied to my ticket has been away for 2 weeks and was unaware that they are now only supplying the TG582n.

Many thanks for your help James & James