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How are they connect to S3? are they using a VPC endpoint / NAT? If they are using a VPC endpoint, My recommendation will be the open a support ticket, it's possible that support will be able to look at the network logs.
Another option for the customer is to use pipe input, pipe mode is recommended for large datasets, and it'll shorter their startup time because the data is being streamed instead of being downloaded to your training instances.
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