I have seen this issue with models too, and it doesn't seem to be anything connecting them, it all seems very random. Sometimes guys can see fine while other users get what is described above.
I have had this happen with one specific model, it happened for a month or 2, but her other users could see and hear her fine. Then some others would experience the same as me. She did nothing to fix it, but after a month or 2 it sorted itself, but that is a very long time for it to be doing this and affecting income.
Have you tried to contact CB directly they may be able to suggest something?
For the record, the model I had the problem with I know she was NOT using OBS, but then she tried obs and it did the exact same.
Beyond that I don't know what settings she used - but it does it to me on both PC and phone (windows 8.1, chrome + galaxy s10).
I experience it quite randomly with some models, sometimes it can be streaming fine, then suddenly it will happen. Sometimes if I click the volume icon it will try to load the video again, but then it will load the video but NO sound.