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My drain will not open or close: replacing the drain cable and adjusting drain height

Updated September 2026

▶Glossary7
  1. How Your Drain System Works
  2. What Causes a Drain Cable to Fail
  3. Watch the Replacement, Then Follow the Steps
  4. Adjusting the Drain Height
  5. Quick Checks Before You Replace Anything
  6. Related Guides
  7. Common Questions

If your drain handle turns but the drain no longer opens or closes, the drain cable that connects the handle to the drain has most likely come loose or broken, and replacing the drain cable is the fix. The stainless steel cable is a replaceable part, the repair is done from the tub deck and the drain connection box behind the front access panel, and no special plumbing work is required. Replacement cables are available from the support team through ellasbubbles.com/support; include your model and serial number so the right cable is matched.

How Your Drain System Works

Most Ella walk-in tubs use dual 4-port T-type 2 inch drains that are opened and closed by stainless steel cables running inside protective black plastic sleeves. Turning the chrome drain handle pulls the cable, which moves an armature inside the connection box on the drain, and the armature raises or lowers the drain stopper via the drain stem. Dual drain technology explains why there are two of them.

Ella walk-in tub drain assembly disassembled showing the chrome drain cap, brass drain body and the stainless drain cable
A drain assembly laid out: chrome cap, brass body and the cable that links the deck handle to the stopper.
Tub familyDrain type
Most walk-in tubs (Elite, Petite, Royal, Deluxe, Ultimate, Ultra, Capri, Transfer models, two-seat models and more)Dual 2 inch 4-port T-type drains, 2 overflows, 2 cable openers
Standard, Standard60, Zen, Zen60, FlowOne 2 inch gravity drain with a chain-operated removable plug and an emergency pull-up chain (no cable)
Front EntrySingle 2 inch 2-port drain with cable opener
LayDown 60 and 72Single 2 inch threaded brass drain with copper overflow and cable opener

Because these systems differ, please include your model and serial number when requesting a cable so we match the correct part. Not sure where the label is? See where to find your model and serial numbers.

What Causes a Drain Cable to Fail

Stepping on an open drain causes tremendous stress on the cable and can cause breakage. That is why warning stickers are placed on every tub before it ships. Please step around the drain stoppers when entering and exiting the tub, and never push a stopper closed with your foot; use the handle.

Watch the Replacement, Then Follow the Steps

Drain Cable Replacement
Chapters in this video
  1. 0:00 Introduction to Drain Cables The video introduces the dual four-port t-type drains with stainless steel cables that open and close the drains.
  2. 0:18 Removing the Old Cable The technician removes the service panel, armature, barrel end, drain handle, and vent assembly to access the cable.
  3. 1:13 Installing the New Cable The technician screws in the new cable, tightens the locking nut, and replaces the drain vent assembly with silicone.
  4. 1:46 Reassembling the Drain The technician places the cable barrel head onto the armature, inserts it into the connection box, and replaces the panel and drain handle.
  5. 2:30 Adjusting Drain Height The technician demonstrates how to adjust the drain height by turning the drain stem and tightening it with a lock nut.

Watch: Drain Cable Replacement with chapters and a full transcript.

  1. Remove the small service panel on the connection box on the drain.
  2. Carefully and slowly remove the armature from the connection box, then remove the barrel end of the cable.
  3. Using an Allen wrench, remove the drain handle on the tub deck.
  4. Loosen and remove the retaining ring nut on the vent, then remove the drain vent assembly completely.
  5. To free the cable from the assembly, simply unscrew the entire cable.
  6. Screw the new cable in completely, then tighten the locking nut firmly. Do not over torque.
  7. Place a thin bead of silicone onto the back of the drain vent assembly, insert it into the drain vent hole on the tub, replace the retaining ring and lock nut, and tighten firmly without over torquing.
  8. Place the cable barrel head end onto the drain armature and carefully insert the assembly into the connection box, making sure the flat side of the cable connection is facing up.
  9. Confirm there is a positive connection between the drain stem and the armature, then replace the small panel on the connection box.
  10. Replace the drain handle. Open and closed positions are indicated by the handles being straight up and down.
Underside of an Ella walk-in tub showing the drain cable, overflow drain, air vent and braided supply hoses
Under the deck: the drain cable runs in its black sleeve from the handle down to the connection box on the drain.

Adjusting the Drain Height

Ella's Bubbles: Adjustable Drain Height

Watch: Ella's Bubbles: Adjustable Drain Height with a full transcript.

Ella tubs have adjustable height drains. If your stopper sits too high or too low, the drain stem can be adjusted by loosening or tightening the stem, then securing it with the lock nut. It is critically important not to loosen the stem too much, otherwise the stem can fall off and go down the drain. A properly set stem assures you of the fastest drain possible. Plugs, stems and gaskets are covered in drain plugs, stems, gaskets and hair catchers.

Quick Checks Before You Replace Anything

  • Slow draining is usually not a cable issue. The handle must be opened completely, and the house drain itself must flow freely; see tub drains slowly or not at all.
  • If the tub loses water during a bath, make sure the drain closes completely and that the locking nut is tightened on both stoppers.
  • Transfer models have extension handles on the drain openers. Handle up means open.
  • Everything in this article is reached through the front access panels. There is no need to remove the tub or open the subfloor; planning service access shows where the panels are.

Common Questions

The stopper will not stay up unless I hold the knob.
If your drain stopper will not stay up unless you hold the knob, you should tighten the locking nut on the stopper. Also, check that the cable barrel is properly seated on the armature with the flat side facing up. The installer's activation checklist specifically includes tightening this locking nut on both stoppers to ensure proper function.
The gasket or alignment stem went down the drain.
If a gasket or alignment stem has gone down the drain, replacement gaskets and stems are available from the support team. A legacy drain assembly is also listed for older tubs. To ensure you receive the correct part, please send your serial number and a photo of the drain to the support team.
Why did the cable break?
A drain cable typically breaks due to tremendous stress caused by stepping on an open drain. Warning stickers are placed on every tub before it ships to advise against this. To prevent cable breakage, always step around the drain stoppers when entering and exiting the tub, and use the handle to close the stopper instead of your foot.
The drains are stuck closed and the handle does nothing.
The cable has most likely detached from the armature or broken. Open the small panel on the drain connection box and check the barrel end first; if it is out of place, reseat it, and if it is broken, replace the cable as shown.
Do I have to remove the tub or open the floor to fix a cable?
No, you do not have to remove the tub or open the subfloor to fix a drain cable. The repair is done from the tub deck, where the drain handle is located, and the drain connection box is accessed behind the front access panel. This means the entire job can be completed from the front of the tub.
My Standard, Zen or Flow has no cable. How does its drain work?
The Standard, Standard60, Zen, Zen60, and Flow models do not use a drain cable. These walk-in tubs feature a single 2 inch gravity drain that operates with a removable chain-operated plug and an emergency pull-up chain. Therefore, there is no cable to replace on these specific models.
Is the drain cable covered by the warranty?
Drain parts are covered under the parts warranty for the original owner at the original installation address; labor is not. A cable broken by stepping on the drain is treated as wear rather than a defect, and the team will confirm coverage with your serial number. The replacement parts article explains what to send.
How do I know which way is open?
To determine which way is open, observe the drain handle. When the handle is straight up and down, one position indicates open and the other indicates closed, as demonstrated in the replacement video. On Transfer models, which have extension handles on the drain openers, the handle being in the 'up' position means the drain is open. You can also watch the stopper lift as you turn the handle.
One drain handle is hard to turn while the other works fine. Is the cable broken?
Probably not. A drain that still moves but takes force usually has a cable adjusted too tight; a cable that has actually broken will not lift the plug at all. Grout, tile dust or construction debris washed down the drain after install can also bind the mechanism, so keep the drain covered during finishing work.
The cap that the plunger fits into fell apart. Can I buy just that piece?
The cap and stem ship as one part called the drain plug stem; the current version may look slightly different but fits the same drain. Several drain styles exist across model years, so send photos of your drain and the part with your model number.

Still need help? Open a ticket at ellasbubbles.com/support with your serial number, and our technical support team will be glad to walk you through it, including by live video. You can also call (800) 480-6850.

About this guide. Answers in the Ella’s Bubbles Support Center are compiled from real conversations with tub owners, our technicians’ notes and the product documentation, then reviewed by our team. Tub models and options have evolved over the years, so a detail here may differ slightly from your exact tub. If something looks different on yours, send us your serial number and a specialist will confirm it for your model.

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