Ringtone doesn't increase in volume

I've had this problem for a while now and I've tried a few things in settings to fix it, I looked at ring tone volume it is at 7, I looked at phone volume it is at 7, I tried changing the sound profile and setting both to 7 again and it continues to do this. I know the phone is supposed to start out low, but mine will not increase, it just stays low which basically means I never hear it. I told my roommate to call me yesterday with the phone in my hand until the call timed out and went to voice mail.

Can anyone help with this? Please and thanks.

I have changed the ring tone and also the problem only exists when someone calls, if i look at videos or listen to the tone in settings it works fine.

it's a standard ring tone that's on there, i think about 32-35 seconds. Jazz bar.