Step one: stop adding water
Every sink you run, every toilet you flush and every load of laundry adds to the problem. The wastewater has nowhere to go but the lowest opening in the house, usually a floor drain, a basement shower or a ground-level toilet.
Tell everyone in the house. Put a note on the washer. If it is a multi-unit building, tell the neighbors and the manager. The cleaner the line stays during the wait, the less you have to clean afterward.
Stop water use
No flushing, no laundry, no dishwasher until the line is cleared.
Keep people and pets away
Sewage carries bacteria. Keep children and animals out of the area.
Protect yourself
If you must go in, wear gloves and boots and avoid touching your face.
Photograph the damage
Take wide and close photos before moving anything.
Call the plumber
Describe which fixtures are affected so we can prepare.
Is it your line or the county's?
Most backups come from the private line between the house and the connection to the main. A few come from the main itself. If neighbors have the same problem at the same time, the main is more likely. We use a camera to place the blockage and report public-side findings to the utility with video. For the process, see sewer line repair.
| Sign | More likely | What we check |
|---|---|---|
| Only your house is affected | Private line | Cleanout, then camera |
| Neighbors also backed up | Public main | Document and report to the utility |
| Lowest drains first | Main blockage | Cable or jet at the cleanout |
| Occurs after heavy rain | Infiltration or a damaged line | Camera for cracks and offsets |
What to do and not do
Safe handling until help arrives
- Do not use chemical drain cleaners. They are hazardous around sewage and do not clear a main line.
- Do not run a wet vacuum on sewage. It can spread contamination and ruin the machine.
- Turn off power to a flooded area only if you can reach the switch while standing on a dry floor.
- Open windows for ventilation if the weather allows.
Cleanup is a separate job
We clear the blockage and tell you what caused it. Cleaning up the sewage and drying the structure belongs to a restoration company, and your insurer may have preferred vendors. Ask your insurer whether your policy covers sewer backup, since many require an extra endorsement. We provide a written report of the cause to support a claim.
Preventing the next one
If a camera shows roots, grease or scale, a cleaning schedule or a repair can prevent a repeat. Know where your cleanout is and keep it accessible. A backwater valve may help in some houses and is worth discussing with a plumber and the permit office before installation.
Keep wipes, grease and hygiene products out of the drains. That alone prevents a surprising number of backups.
Cause
A soft clog is a quick job. A broken pipe needs repair.
Access
A cleanout speeds up the work.
Equipment
Cable, jetter and camera are quoted separately.
After-hours
Priced on the same call.
For your real number, call (770) 214-4545.
Sewage coming up?
Stop water use and call the 24/7 line now.
Questions the dispatcher will ask
When you call, expect questions that sound simple and matter a great deal. Which fixtures are backing up? Is it one floor or several? Did it happen suddenly or build over days? Is there a cleanout outside, and is it open or capped? Have neighbors reported the same problem? Your answers decide which equipment goes on the truck.
What happens when the plumber arrives
Assess and protect
The plumber looks at the affected area and protects floors on the path to the cleanout.
Open the line
A powered cable or jetter is run from the cleanout. Debris and water start moving again.
Check the flow
Water is run through the house to confirm the line drains freely.
Look inside
A camera is run if the cause is unclear or the blockage returned recently.
Explain and quote
You hear what caused it, whether it will return and what a repair would involve.
Common causes of a main line backup
- Roots that entered through a joint and caught paper and grease.
- Grease that cooled and layered on the pipe wall over years.
- A collapsed or broken section of old pipe.
- A belly in the line where solids settle.
- Foreign objects such as wipes, toys or hygiene products.
Each cause has a different fix, and the difference matters. A soft clog is cleared in an hour. A broken pipe will back up again no matter how often it is cleaned. A camera answer keeps you from paying for the wrong thing twice.
After the plumber leaves
Run each fixture and flush each toilet once, and watch for slow drains. Keep the cleanout reachable. If the line was cleared but a defect was found, schedule the repair rather than waiting for the next backup. Ask your insurer about coverage and keep the plumber's report with your photos.
Sources and standards
Sewer repair follows the International Plumbing Code (IPC) as adopted in Georgia. For cleanup of sewage, follow CDC guidance on cleaning up after sewage backups and your insurer's instructions.
Local note: Gwinnett and DeKalb sewer
Gwinnett County's water resources department reports more than 3,000 miles of sewer pipeline, and that is the system serving Norcross and Lilburn. In Tucker and the other DeKalb towns, the county Watershed Management department handles the mains.
Either way, the line between your house and the connection is typically yours, and a camera is the fastest way to prove where a problem sits.
Questions we hear from homeowners
Often only with an added endorsement. Check your policy before a loss happens.
Small amounts, with protection, yes. Larger spills should go to a restoration company.
Rain can overload the public main or enter a cracked private line. A camera tells which.
Same-day service is common when crews are available. The dispatcher gives you a window.
If neighbors are affected too, yes. Otherwise start with a plumber, and we report public-side findings.