Opponent timer running, but I lost on time?

I am posting this here, hoping some admin or staff reads this. My previous post on a similar issue got no support staff's reply. So, I was playing https://www.chess.com/analysis/game/live/5918988562 . After my move 19 Nf3, I didn't see my opponent making any move. I noticed his timer was ticking for quite some time. I suspected something fishy, so I refreshed by browser, and guess what? I lost, apparently because I abandoned the game! Now, that is really frustrating, especially since this is the second time this happened to me. I'd like an honest analysis from the staff about this. How come his timer was running, and I was declared abandoning the game?

Your opponent had moved and you never received his reply. It appears you got disconnected.

https://www.chess.com/live/game/5918988562

https://support.chess.com/article/213-how-do-i-fix-my-disconnect-lag-issues

I know I'm not staff (only very rarely do they post in the forums), but maybe I can help.  There are actually 3 clocks.  There's the clock on your computer, the opponent's clock, and the server's clock.  I think you can guess which of the 3 is the only one that counts?  Chess.com is a bit of a memory hog and any number of things can cause a temporary disconnect.  If that happens, you may not get the opponent's last move.  It's common enough that they wrote an article about it. Let me go get it....

Day late and a dollar short again.

Sometimes the client gets in a state where it thinks it's connected but it really isn't. Not sure why it does that but it happens. I usually refresh if it seems like it is taking too long for my opponent to move; that's one reason I still play in /live since I think /online may cause a resignation on refresh (not sure and not something I've desired to test yet).

 Seems like a bug that needs fixing then. They need to make a better system to detect client side disconnects.