Hello Best Buy customer greg and I'm really sorry that I could not get the opportunity to answer this question any sooner than the 3-1/2 months which has already passed since you initially posted it on this website. Best Buy allows customer comments to be posted--even when there is a little negativity involved. At least, this is what I have found anyway! When I first did set up of this TV about a month ago and connected my 3.5mm male to female extension to the back of the TV and then I connected my headphones to that cable I, too, noticed that things were lacking in the loudness department. I did come across something this evening which I thought might help you, your mother, and other Best Buy customers; however. I leave my 3.5 male to female extension cable plugged into the back of this TV "all" of the time so that I don't inadvertently do damage in any way to the TV reaching behind the TV each time I want to use my headphones. In so doing, each and every time that I initially power on this and other Insignia TV sets where I have the 3.5mm extension cable left plugged in, I will be looking at an image which fill nearly the entire TV screen where on the left side it will read "headphones/audio out variable" and on the right, it will read "audio out fixed." Earlier this evening, I was "UNABLE" to increase (or decrease!) the volume of the television as I had unintentionally shifted things to highlight: "audio out fixed." It's pretty easy to depress an arrow key and make it so the "headphone/audio out variable" is no longer highlighted. Please check this for your mother and let her know how to make certain that the "headphone/audio out variable" is selected. When the TV is initially powered on, it is easy to do this by depressing either the left or right arrows on the remote control. If the TV set is "already" turned on, one can get to the audio out fixed and variable screen by clicking onto the remote control's MENU button => clicking on AUDIO => scrolling down to Headphone audio/out => and then clicking "OK" and finally making sure that the "headphones/audio out variable" is selected. Maybe this situation is happening to others--where they are unable to raise or lower the TV/headphone volume when the audio settings are not configured correctly. I'm not saying that this scenario happened in your mother's case greg, but it's worth looking into and it may happen to her or others using her TV in the future.