Do these three things first
- Stop the water. Close the shutoff under the fixture if there is one. If not, close the main shutoff, usually where the water line enters the basement or crawlspace, often on the front wall of the house. Turn it clockwise until it stops.
- Kill power near water. If water is near outlets, a water heater, or the electrical panel, switch off the affected breakers if you can reach the panel without standing in water. If you can't, stay out.
- Call (540) 240-9830. Say it's an emergency, give your address and describe what you see.
Smell gas? Don't use switches or phones inside. Leave the house, then call your gas utility's emergency number or 911 from outside. A plumber can repair gas piping once the utility has made it safe.
What counts as an emergency
- A burst or split pipe, including frozen pipes that have just thawed and started leaking
- Water coming through a ceiling or wall, or pooling under a floor
- Sewage or dirty water backing up into a tub, shower or basement floor drain
- The only toilet in the house overflowing or unusable
- A water heater leaking from the tank itself, or the relief valve discharging constantly
- A main shutoff valve that won't close, so the water can't be stopped
A dripping faucet, a slow sink, or a running toilet can usually wait for a daytime appointment, which often costs less.
Sewage backing up? Check the main first
If several drains back up at once, the blockage may be in the public sewer main rather than your line. The Western Virginia Water Authority asks customers to call its 24-hour line at 540-853-5700 so a crew can check the main, as described in its guidance on what to do if a back-up occurs. If their crew finds the main flowing, the problem is in your private lateral, which is the homeowner's responsibility, and you need a plumber with a drain machine or a camera.
The Authority also suggests asking your insurer about a sewer back-up rider, since standard homeowner policies often exclude backup damage, per its prevention tips.
Frozen pipes in Roanoke winters
Pipes in crawlspaces, exterior walls, unheated garages and outside hose bibs are the first to freeze when the valley drops into the teens. If a pipe is frozen but not leaking, open the faucet it feeds and warm the pipe gently with a hair dryer or space heater kept well clear of anything flammable. Never use an open flame. If it's already split, shut off the main and call. More on frozen and burst pipe repair.
What an emergency visit usually involves
The first goal is to stop the damage: cap or repair the failed pipe, clear the drain, or isolate the water heater. The permanent fix may happen on the same visit or be scheduled. Ask about any after-hours or trip charge before the visit so there are no surprises.
Common questions
Can someone come out at night or on a weekend?
You can call at any hour. Whether a plumber can come out immediately depends on crew availability at that moment.
Is an emergency visit more expensive?
Often, yes. Many contractors charge more for nights, weekends and holidays. Ask for the after-hours rate before you agree to a visit.
Where is my main water shutoff?
In most Roanoke-area homes it's where the water service enters the house, usually in the basement or crawlspace on the street side. There is also a curb valve at the meter, which belongs to the utility.