Before the van arrives
Three things to do while you wait
No tools needed. Do them, then keep the phone close.
- 01
Shut the water at the main
Turn the valve clockwise until it stops. In most houses it is in the basement where the line comes through the wall, near the meter. Older houses often have a round wheel; newer ones a lever that turns a quarter turn.
- 02
Stay clear of anything electric that is wet
Water in a light fixture, near the panel or around outlets: don’t go in. Tell the dispatcher. If you can reach the panel without standing in water, switch off the breakers for the wet rooms.
- 03
Photograph, then move what you can
One wide, one close, one of the shutoff. Then lift rugs and valuables off the floor and open the lowest tap to drain the lines.
Frozen pipe that hasn’t burst yet? Shut the main and call. Don’t thaw it with a torch or open flame.
The emergency line
Who answers, and do nights cost more?
Yes, nights cost more. Here is what changes and what doesn’t.
| Nights, weekends and holidays | Weekdays, 7 a.m. – 5 p.m. | |
|---|---|---|
| Who answers | Nights, weekends and holidaysA dispatcher on the night rotation, same number | Weekdays, 7 a.m. – 5 p.m.The dispatch desk at the Canton shop |
| What the crew does | Nights, weekends and holidaysStops the water, repairs what it can, and schedules the rest | Weekdays, 7 a.m. – 5 p.m.Stops the water and repairs the pipe |
| What it costs | Nights, weekends and holidaysAn after-hours rate on top, quoted before a van leaves | Weekdays, 7 a.m. – 5 p.m.A visit fee, then a written price |
| Can you say no | Nights, weekends and holidaysYes, when you hear the rate | Weekdays, 7 a.m. – 5 p.m.Yes, when you hear the price |
Water running now? Call.
The emergency line is answered 24/7. Have your address and the shutoff in mind.
Emergency line, 24/7.
Common questions at 2 a.m.
A pipe just burst. What do I do?
Shut the water at the main, keep away from anything electric that is wet, photograph the damage, then call the emergency line. The emergency page has the steps.
Who answers the emergency line?
A dispatcher at our Canton shop, any hour, every day. The line rings at the shop, and a crew on the night rotation is on call.
My pipe froze but has not burst. What now?
Shut the main and open the nearest tap. Don’t use a torch or open flame to thaw it. Call, and we will tell you whether to wait or send a crew.
Can I text you a photo?
Yes. Text it to (330) 555-0101. A photo of the break and of the shutoff helps the crew bring the right parts.
Do nights and weekends cost more?
Yes. Between 6 p.m. and 7 a.m., and all day on weekends and holidays, an after-hours rate applies. The dispatcher tells you what it is before a van leaves, and you can say no.