Cheap call rates/sms to 10 Maxis numbers.  It's good if your friends and contacts are mostly on Maxis network. That's the best thing I find about hotlink. And also there is an internet package of RM18 for 2 weeks (100mb) which suits me for light surfing , email and facebook.

If you call a lot to different numbers and different network, hotlink is not the plan for you.

Cost cutting measures.

You have to think of business.

If you have 1 million customers, you may employ (for example) 100 staffs to handle the helpline.

When your customers base grow to 10 million , if you don't cut cost, you will have to employ 1000 staffs. The Net gain of profit  is zero because it's offset by higher operating costs. You have to employ 10x more staffs and to pay them monthly salary.

If you start charging customers for call to helpline, you directly discourage customers to call in.

It's not customer friendly but it is quite effective.

In my case  , yes. Did that 1 month ago at maxis center.