"I have not been able to establish what this means". Unfortunately this sums up all that is wrong with BT customer services. As a victim of the BT Indian call centre you should strongly question the lack of clarity. Only if enough of us "victims" complain will BT move all call centres back to the UK. They seem to use the Indian call centre (hell) as a pressure relief valve for the understaffed UK call centres. Best advice is not to get involved in India, politely hangup and keep redialling until you land in the UK.
With reference to your BT-Cloud-A-critique thread I'd like to take a look at your account issues and clear that up for you. Can you please drop me over an email with your details and a brief outline of the problems you're facing. You'll get the contact the moderators link in my profile.