The volume can only be accessed when you are in a call. Once you hear the call connecting or the other party has picked up, you will be able to change the volume. The volume control is the middle navigation key, use the left and right to control the volume.
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If you have a standard cell phone, the problem is likely your volume button.
The volume button controls the ringer loudness, and the same volume controls all of your calls incoming.
If your ring tone is loud, probably your volume is turned down for you to hear.
The same button controls both functions.
To change it, next time someone calls you, try pressing the volume button to "louder" WHILE they are talking to you.
God bless your efforts.
I had the same problem with that phone... while manipulating the mobile part (cover) you can slightly improve the volume.
Another point to check is the button on the side of the phone which allows to increase or lower the volume: it could happen that you turn the volume low without noticing it...
My solution was to replace the phone.