High packet loss

Have been experiencing high packet loss while gaming. When gaming, it's showing 40-60% loss. We've had technicians out multiple times and had a new gateway installed a month or two ago to get faster speeds. One of the techs got rid of some unnecessary splitters which he said were degrading the signal. It was working ok for a bit, but the issue has returned. I've done a couple of pathping commands to try to figure out which hops are the issue, and it seems to be 4-5 hops down the line, at least when I ping the game server. I am not really sure how to go about convincing xfinity that the issue does not appear to be in the home, but elsewhere. I have tried a VPN and connected to servers in different states, but the issue remained, I am unsure what this tells me. I had assumed that a VPN would take a different route than my normal one, allowing me to skirt the issue, but that doesn't seem to be the case. I have tried the usual reboots of the gateway and router, and when I do testing, I connect directly to the gateway with an ethernet cable.

Any troubleshooting help would be appreciated.

Also, a note: It is most noticeable when gaming, but it is noticeable on other devices while streaming, or doing video calls. It is not specific to one device or one game, either.