Pacemaker monitor unable to transmit to healthcare monitoring center

My elderly mother lives in an assisted living facility and uses Xfinity for TV and internet. There's a device that polls her pacemaker and transmits the data via the internet but this hasn't worked since she moved in. Her equipment had no issues at 3 previous locations. I've worked with the monitoring center to try to solve the issue. I since have brought all the equipment to my home, which also has Xfinity internet, and it works fine. I've come to the conclusion that something at the facility is blocking these transmissions from their destination. At this point, I think we are going to need tier three support to solve this.