the brush roll on my pet hair eraser turbo won't spin at all on any setting

Diagnosis

The primary cause of a non-spinning brush roll on the Bissell Pet Hair Eraser Turbo Rewind (Model 27909) is typically a mechanical failure of the drive belt or a triggered safety shut-off due to a "brush roll jam." When pet hair, long fibers, or debris wrap tightly around the ends of the brush roll, they create friction that exceeds the motor's torque capacity. This either snaps the rubber drive belt or causes the belt to slip off the motor pulley entirely, leaving the motor humming while the roll remains stationary.

To confirm the diagnosis, listen closely to the vacuum while it is powered on. If you hear the motor spinning at a high pitch but the brush roll is dead, the belt is likely snapped or detached. If the motor does not sound like it is running at all, or if the vacuum shuts off immediately after you engage the power, the internal thermal protector has likely tripped because the brush roll is physically seized by a mass of hair or a foreign object (like a sock or string), preventing the motor from turning.

How to Fix It

Follow these precise steps to clear the obstruction and replace the drive belt if necessary. You will need a coin or a flat-head screwdriver and a replacement belt (Part #160-4150) if the original is damaged.

1. Disconnect the vacuum from the power outlet to prevent accidental activation.
2. Tilt the vacuum back and remove the floorhead assembly from the main body if your specific sub-model allows for a detachable head; otherwise, lay the vacuum flat on its back on a clean workspace.
3. Locate the four locking latches on the bottom plate of the brush roll housing. Use a coin or flat-head screwdriver to turn each latch 90 degrees to the "unlocked" position.
4. Carefully lift the bottom cover plate away from the chassis. Be mindful not to lose the small alignment pins.
5. Inspect the brush roll. Use a pair of seam rippers or heavy-duty scissors to cut through the hair and string wrapped around the brush roll, specifically focusing on the ends where the roll meets the axle.
6. Check the belt. If the belt is snapped or stretched out (appearing loose and wavy), remove the remnants of the old belt from the motor pulley and the brush roll.
7. Install the new belt (Part #160-4150). Loop the belt around the motor drive pulley first, then stretch it over the brush roll axle. Ensure the belt is centered and seated firmly in the grooves of both pulleys.
8. Manually rotate the brush roll with your hand to ensure it spins freely and the belt remains seated.
9. Replace the bottom cover plate and lock the four latches back into place by turning them 90 degrees.

If That Didn't Work

• Check the Brush Roll End Caps: Sometimes the plastic end caps of the brush roll crack or warp, causing the roll to wedge against the housing. Inspect the plastic for stress fractures. If the roll doesn't spin freely by hand even without the belt, the end caps are likely melted or jammed; replace the entire brush roll assembly.
• Inspect the Motor Pulley: Examine the small plastic pulley attached to the motor shaft. If the pulley has stripped its teeth or cracked, the belt will slip even if it is new. This requires a motor assembly replacement as the pulley is integrated.
• Reset the Thermal Fuse: If the vacuum is completely silent and won't power on, the motor has overheated. Unplug the unit and let it sit for at least 60 minutes. Ensure all filters (foam and felt) are cleaned, as restricted airflow causes the motor to overheat and trip the safety switch.
• Verify the Power Switch Connection: Check the wiring leading to the brush roll switch. If you have recently dropped the vacuum or hit a curb, a wire may have vibrated loose from the switch terminal, cutting power to the motor.

Heads Up

• Avoid "Over-Winding": Do not let pet hair accumulate for more than two weeks; the Turbo Rewind's high-torque motor can actually melt the plastic brush roll ends if the roll is completely seized while the motor attempts to turn.
• Belt Maintenance: Only use genuine Bissell replacement belts. Generic rubber bands or non-spec belts will stretch under the heat of the motor and snap within hours of use.
• Filter Synergy: Always clean the foam filter every 30 days. A clogged filter reduces airflow, which increases the motor's operating temperature and makes the drive belt more prone to stretching and snapping.
• Clear Debris First: Before installing a new belt, always clear the vacuum intake throat. If a clog exists between the brush roll and the canister, the motor will work harder, creating more heat and friction on the new belt.