The path your traffic takes to the Chess.com Live server shares only a small part of the path of other sites (unless they happen to be hosted in the same datacenter.) Any part of that path can have issues, that are not at the fault of either chess.com or your side.
However, there are some steps that can be taken to minimize problems.
https://support.chess.com/customer/en/portal/articles/1444918-my-internet-connection-is-fine---why-am-i-getting-disconnects-
https://www.chess.com/blog/News/how-to-adjust-your-live-chess-connection
Last few days I've been finding the game freezes. Both clocks stop. Sometimes I can reload the game, but sometimes I get the message "chess.com is not responding" yet I can go to other sites in a fresh window. Result is I lose games due to time. Is this a sneaky way to get players to pay?
I'm on a Windows10 machine using the Edge browser