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No, ring them up again and complain.
I've had several new routers from them over the years. One died and I just told them to send me a new one, it arrived the next day. Another time I just wanted one of the newer ones as they tended to get faster speeds, again they sent it no problems.
It may be useful to speak to them on her behalf (you may need her on the line to agree to this) but, most likely, you'll get someone different who will agree to send one without a problem.
I had a spare one (of the latest ones) sitting around for ages as they played the 'replace everything' to fix a fault that was actually a misconfiguration at the exchange. I only got around to returning it the other week.
Greenbank
BT Internet. Mother CYOA has been a customer for over ten years and her hub has finally died. Callcentre cunt wants to charge 65 quid for a new hub or 175 to send an engineer out to fix it. She pays about 40 quid a month because she was born before 1955 and doesn't know about such things as 'shopping around'. Callcentre cunt threatened her with (his words) "very high fees madam if you try to cancel". Steps? Frozen sausages etc.