This sounds like a lag or disconnect issue.
The support article below may be useful in fixing your lag issues.
https://support.chess.com/article/4720-online-chess-performance-optimizations
https://support.chess.com/article/213-how-do-i-fix-my-disconnect-lag-issues.
I have 100megs/Sec sitting on fiber. This problem started only recently. It is not connection problem but rather your crappy chess scripts with memory leaks.
I have exactly the same issue. Moreover, the report a bug feature doesn't work, so I can't even report the issue. I've lost so many games because it freezes in the opening for no reason and with no indication my connection is the issue. I also know it's not a factor, because I can stream and do other demanding things online with no issue. To think I pay an annual subscription to this site for 0 help infuriates me.
I feel like I have to quit chess.com, because it seems impossible to play lately.
Whenever I start new online play, after first move the site freezes and I lose the game. This has resulted in significant rating loss.
Second game works, but it often just lags stutters. Bullet games have turned out to be impossible and unenjoyable as of now.