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Why Won't the Drain Open When I Turn the Handle?

Updated September 2026

▶Glossary5
  1. Likely Causes
  2. What to Check, in Order
  3. When to Open a Ticket
  4. Related Guides
  5. Common Questions

When the drain will not open when you turn the handle, or the drain will not stay open unless you hold the knob, the stainless steel cable that links the handle to the stopper has almost always come off its armature or broken, and it can be fixed without removing the tub. The cable runs inside a black sleeve from the vent assembly under the handle to a small connection box on the drain, and both ends are reached through the front access panels. Turn the handle while watching the stopper: if one drain lifts only a little and the other not at all, or the dials do not open the floor drains on either side, the cables are the first thing to inspect. The complete repair is in replacing the drain cable and adjusting drain height.

Likely Causes

  • Someone stepped on the open drain, which puts tremendous stress on the cable and can snap it at the bottom.
  • The cable barrel end has slipped off the armature inside the connection box, so the handle turns freely and nothing lifts.
  • The cable has frayed or stretched, so the stopper rises only part way or drops back when you let go of the knob.
  • The drain stem is not making a positive connection with the armature after a previous adjustment.

What to Check, in Order

  1. Turn the handle fully open and watch the stopper. A handle that spins with no resistance points to a detached or broken cable; one that stops early points to a stretched cable or a stem set too low.
  2. Remove the front access panel and find the small service panel on the drain connection box. Planning service access shows where the panels are on each model, and on the LayDown 32x72 the side panels come off to reach the linkage.
  3. Take the small panel off the connection box and look at the armature. If the cable barrel end has simply slipped off, seat it back on the armature with the flat side of the cable connection facing up and test the handle.
  4. If the cable is frayed or snapped, it needs replacing. Note your model and serial number so the correct cable is matched; ask for the cable by your model rather than by a guessed length.
  5. Fit the new cable following the video, then confirm the drain stem connects positively to the armature and the handle sits straight up and down to indicate open and closed.
  6. Finally check the plug height. A stopper that seals when closed and lifts fully when open is set correctly; drain plugs, stems and gaskets covers the stem adjustment and lock nut.
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.

The video removes the small service panel on the drain connection box, pulls out the armature to release the cable barrel end, takes the handle off with an allen wrench, removes the retaining ring and vent assembly, screws in the new cable and tightens the locking nut, then silicones and refits the assembly and seats the barrel head on the armature flat side up before replacing the panel and handle. Watch: Drain Cable Replacement with chapters and a full transcript.

When to Open a Ticket

Order the cable through your Ella dealer or the team at (800) 480-6850, or open a ticket at ellasbubbles.com/support. Include your model and serial number, a photo of the broken or frayed cable end, and a note on which drain is affected so the right part goes out the first time.

Common Questions

Can the drain cable be replaced without pulling the tub out?
Yes. The cable is changed from the front through the access panels, at the handle end on the deck and at the connection box on the drain, so the tub stays in place and no plumbing is disturbed. A handy homeowner or any local plumber can follow the video.
Why does the drain only stay open while I hold the lever?
A stretched or partly detached cable lifts the stopper while you apply pressure but lets it fall back the moment you release. Reseating the barrel end on the armature sometimes cures it, and if the cable has stretched it should be replaced.
Is a cable that broke because I stepped on the open drain covered?
Stepping on an open drain is the misuse the warning stickers on every tub are there to prevent, so a cable broken that way is reviewed as wear from misuse rather than a defect. The team looks at your photos and confirms how the replacement cable is supplied.

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.

Related guides

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